Customer Service Plan

CSP Common Sections - version 01

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This section details the procedures both parties must follow when a CP places an order upon Openreach for End Users.  Provision orders form part of the overall Service Fulfilment process. The detail of how to forecast, place, modify and cancel orders is in the appropriate end to end process manuals. These are available for MPF, Shared MPF and co-mingling.

Information relating to the SOTAP product range, including product / process descriptions, Business Process Models (BPM) and Release documentation, can be accessed via the Openreach website at  https://www.openreach.co.uk/cpportal/products/copper/sotap

2.01. Forecasting 

http://www.openreach.co.uk/lluforecasting

Information relating to SOTAP forecasting, including forms and guidance, can be accessed via the Openreach website at  www.openreach.co.uk/lluforecasting

2.02 SOTAP Provision Contacts

In all cases prior to an escalation, the Communications Provider must check for updates on HUD.  Contact to Customer Service Management (CSM) must only be made in the event that up-to-date notes are not available.  If a satisfactory update cannot be provided through CSM, then please proceed to the appropriate escalation path as detailed below:

Where the dwell time has been exceeded and you have not received a response from the 2nd level escalation then a nominated person or persons within the CP operation known as a CP internal escalation manager can utilise the 3rd level of escalation this person or persons will also be responsible for managing all feedback from Openreach where the ‘Chase’ or initial escalation is deemed inappropriate i.e. the incorrect process followed.

• All enquires, with the exception of Cease before Provide and Line Plant delay, can and will be dealt with by CSM  by calling the CSM telephone number.  For general enquires CSM will be able to offer an efficient resolution.

2.03. Service Levels & Best practices 

Service Levels

For details on SOTAP lead times please see the SOTAP Product Description at: https://www.openreach.co.uk/cpportal/products/copper/sotap

2.04. Best Practise - Expedited Faulty Ports Delay and Tie Pair queries

Expedited Faulty Ports Delay and Tie Pair queries are now handled via Formwize and have their own escalation chain.

Go to Formwize: New Request Tie Pair Formwize (openreach.co.uk).