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Customer Service Plan
For all System/IT issues and information regarding the services offered by the Openreach Applications Support Desk, all customers should refer to the generic "Customer Service Management Catalogue" held on the Customer IT Zone on the Openreach Portal.
https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides
Customer Service Management Catalogue The Customer Service Management Catalogue describes how Openreach will support the delivery of LLU services. The information is supplied for the purpose of assisting Communications Providers (CPs) to plan and manage LLU arrangements between themselves and Openreach.
Escalation Process for P2 and P3 Incidents and Service Requests by the ASD
The ASD will monitor report and escalate incidents to resolution. However, for those incidents not resolved at first point of contact, the responsibility for resolution lies with Openreach second line support teams.
Please note that if an incident is not cleared within the advised target time, CPs can request an escalation of the case. Please see table below for details of this escalation process.
Level |
Name |
Telephone |
Email-address |
First Contact |
Application Service Desk
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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 |
First Level Escalation |
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Where Openreach have failed commitment or resolution timescales please use the link below. First contact routes MUST be followed or case will be rejected. [Delete blank line]https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a We aim to respond to this request within 24 hours |
Second Level Escalation |
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Please escalate using the link below if failed commitment at First level escalation. A manager will review and respond https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080808000c[Delete blank line]
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