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Customer Service Plan
The "Customer Service Management Catalogue" in the Customer IT Zone on the Openreach Portal has all the information you need on any current system/IT issues.
If an incident hasn’t been resolved within the agreed time, you can request an escalation of the case. See table below for details on how to get in touch.
Table 9: ASD Escalations contact information
| Level | Name | Telephone | Email-address |
| First Contact | Application Service Desk | 0800 085 1287 Option 3 CP should request an escalation on their Incident and quote the Incident reference number. The ASD will escalate the case following our internal escalation processes. PLEASE NOTE: P3 incidents have an SLA of 85% within 48 Elapsed hours. The ASD will NOT escalate a case if within this SLA unless there are mitigating circumstances where escalation is appropriate (e.g. impact on service has increased significantly since first reported) |
For escalations, please telephone the ASD – Alternatively please use the Amend Notes feature via the Incident Management Tool. We aim to respond to this request within 24 hours. |
| Escalation | ASD Manager | https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a We aim to respond to this request within 24 hours. |