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Customer Service Plan
10The 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. Examples can be where on View My Job where you can’t raise a case into the Service Desk. Also, an issue where you can’t raise an incident on your circuit or where the portal isn’t working. If an incident hasn’t been resolved within the agreed time, you can request an escalation of the case. See below table for details on how to get in touch.
Table 10: ASD Escalations contact information
Level |
Name |
Telephone |
Email-address |
First Contact |
Application Service Desk
|
0800 085 1287 Option 3 CPs 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. |