Customer Service Plan

Ethernet services version- 50

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Depending on the product you’re experiencing issues with, Incidents should be reported on either eCo Repair or OR  SABOR or Siebel . 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 the specific fault platform for the impacted services.

To clarify where to report your fault, the table below lists all our products. To access OR  SABOR, please log into the portal and you should find ‘‘OR SABOR’ in your Dashboard

Reporting process

The below table details which platform to use to report a fault:

Table 7: Fault reporting systems

The End of Life (EoL) date for BES, WES, WEES and WES AGG (‘Legacy Ethernet’) products was the 28 February 2022  (ETH053/21).

Where a request for a conditional extension has been accepted - Support for these products remains in place on a ‘reasonable endeavour’s’ basis. Legacy Ethernet circuits are subject to the repair service level agreement wording in Schedule 4C(i) of the Connectivity Services Contract to be found HERE https://www.openreach.co.uk/orpg/home/products/ethernetservices/contracts/contracts.do Briefing reference - ETH011/20 WES/WEES/BES, notified 10/03/20.

BT will have no liability for failure to meet any particular timescale and will not be liable to pay the CP any compensation for repair.

We apply different keeping customers informed (KCI) messages, depending on which stage and lead time applies to a repair. The KCIs below apply to all products. 

Table 8: Repair KCI’s

Please note:

Report EAD, EAD-S, EAD-R, EBD, OSA, Cablelink , street access incidents on OR Sabor. For street access use Siebel. For all other products, please use eCo Repair. If either systems are unavailable, contact the Openreach Service Desk on 0800 085 1287 or by e-mail. You’ll be given a bridge case number which you’ll need to track the issue. 

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 9: Service Level Agreements

Reason for outage (RFO) reporting 

If you’d like to know the reason for outage of any Ethernet product, please fill out the Reason For Outage form found in the useful links tab on the Openreach Portal. We’ll do everything we can to respond to you within 48 hours.

Escalations

If you experience problems with either 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 and 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.
• Customer on-site contact details for each end. 
• Confirmation that the end user 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.

Structured questions

If you’re using eCo or OR Siebel or 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.

An overview of the questions can be found in each of the Ethernet Services process descriptions. 

Access Requirements

It is your responsibility to arrange access to ALL relevant areas of the sites requested prior to an engineer visit. 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 i.e. Arqiva. 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 10: Ethernet repair contact information