Dark Fibre - version 05

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Incidents should be reported on SABOR. Once you submit your fault on the portal, you will be given a ticket from the Network Operations Centre (NOC) which will track the progress for the duration of the repair.

The NOC will acknowledge receipt of the ticket and provide a reference number within one hour of submission. Progress updates will be available via SABOR. To access OR SABOR, please log into the portal and you should find ‘‘OR SABOR’ in your Dashboard.

Reporting process

Dark Fibre faults should be reported on the SABOR platform. Further information on this can be found on the DF Product Description or the DF T2R user guide. Both of which are available on the Dark Fibre Website.

We apply different KCI messages, depending on what stage and lead time applies to a repair. 

Table 6: Repair KCIs

Please note:

Please report Dark Fibre faults on SABOR. If the system is unavailable, please see the unable to raise a ticket section below.

Service levels

You can report faults 24 hours a day, 7 days a week, 365 days a year (including UK public and bank holidays).

Service level agreement

Table 7: Service Level Agreements

Escalations

If you experience problems with any of our platforms, password resets or system issues and urgently need to report a fault to us, you may do so by contacting our 24hr Service Desk Team on 0800 085 1287.

Unable to raise a ticket?

Please follow the instructions below if you’re unable to raise a ticket on the portal and need us to raise a fault on your behalf. Before you send an email to us, can you please speak to the Openreach Helpdesk on 0800 0851287 to raise a BRIDGE CASE for the access issues as the reference will need to be added alongside the following information.

What we need from you:

Please e-mail us on orethernet@openreach.co.uk with the following information:

• Openreach circuit number.
• Customer reference number.
• Description of fault.
• CP contact for access to cabinet for each end.
• Confirmation that the CP has sent their engineer to site and physically checked their own kit.
• Name and contact of person requesting us to raise ticket and their manager’s name.
• Brief reason why you are unable to raise the fault on the applicable tool.
• For further info on the Dark Fibre T2R process, please refer to the DF Product Description.

Structured questions

If you’re using SABOR, please answer all the questions and provide all the information. If there’s anything you’d like to add, please enter it into the notes field. All information that you give will help us to solve the fault with greater accuracy.

Access Requirements:

It is your responsibility to arrange access to patch panels on each end of the effected circuit.

The contractual SLA will begin once these are validated. Included in this responsibility is arranging any specific site requirements such as Health & Safety assessments and special security clearance. Please include details within this section detailing any special access arrangement for the site in question so that we can arrange a suitably skilled engineer and account for any extended notice period before the repair visit. By doing so you enable the fast resolution of the issue by the Openreach NOC and field engineering teams

Please also consider any specific requirements, including but not limited to; Site Inductions, Notice periods, Operating Hours, 3^rd party agreements and notification. 

Contact Details

Monday – Sunday (24hrs x 7)

Table 8: Ethernet repair contact information