Customer Service Plan

LLU - version 108

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Expedite is where Openreach would attempt to provide service earlier than the standard lead-time assigned to the product / order type. Upon request Openreach will make reasonable endeavours to offer an improved appointment slot to that originally offered.

Openreach aims to fulfil the CP required date, but there is no guarantee that specific dates will be available.

In Scope 

The Expedite service will cover the following scenarios only:

MPF Expedite is a commercial, chargeable expedite product to enable CPs to request an improved delivery date between working day 3 and working day 9 on the following order types would prefer an earlier date.  

Order types:

• New provides (including MPF + FTTC SIM 2)

• Start of stopped line

• Modify – Shift NTE

The following non-appointed orders where managed cease exists:

• Working Line Take Over

• CP to CP transfers including product migration with change of CP

*Orders that have a minimum 10 working day lead time due to Advice of Transfer cannot be expedited for an earlier date than the minimum lead time.  

The expedite process can be used once orders are fluid, i.e. the CP must have received KCI2 and the orders cannot have any outstanding planning activities or other line plant delays.

Where the order involves a change of CP, the statutory 10 working day lead time will always apply.  Expedite requests in this scenario will not be accepted as this lead time cannot be reduced.

The following order types are out of scope:

• SLU

• All Modify order types (other than NTE Shift) 

• Multiple MPF

• Appointed MPF transfer / migration orders where managed cease of voice exists

• MPF Mass Migration

The expedite process 

CPs will need to complete a pro-forma and submit it into the Openreach CSM team, where a check will take place to ensure the order criteria and status are met

CSM will then check the availability of an appointment to meet the requested CRD and will either re-appoint the order accordingly, offer the CP the next best available appointment or inform the CP that the original date cannot be improved upon.

When a new appointment is agreed with the CP the revised date will be communicated to the CP as the new Customer Committed Date (CCD) via a new Firm Order Acknowledgement or new KCI2 message.

The order will then progress as per a standard MPF new provision order with standard KCIs and subject to appropriate contractual SLAs.

Please note that in cases where CPs are offered a delivery date of 11 working days or more they can escalate to request service on no earlier than working day 10 for free.

Expedite Request proforma: CP will submit an Expedite by using one of the following Formwize links:

Expedite MPF single line only –

https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d040f0f0c0c

Expedite MPF & FTTC Sim Provide –

https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d040f0f0c0e

(CP must complete all mandatory fields before form can be submitted including acknowledging tick box accepting Expedite terms and conditions and expedite charge if order successfully delivered on expedited date)

MPF- Modify Shift NTE Expedite

The LLU Expedite proforma for Shift NTE needs to be sent to LLUORDER@openreach.co.uk mail id and the subject should be “Expedite Shift Request”.

SMPF Expedite is a commercial, chargeable expedite product to enable CPs to request an improved delivery date, the product will enable a CP to select a lead time between working day 1 and working day 3on basic SMPF provide orders and for the same date as the narrowband provision committed date for Simultaneous SMPF orders.

The following order types are out of scope:

• SIM2 orders

• SLU

• BET

• All Modify orders 

• SMPF Bulk Migration

The expedite process 

CPs will need to complete a pro-forma and submit it into the Openreach CSM team, where a check will take place to ensure the order criteria and status are met 

CSM will then modify the CCD of the order and advise the CP accordingly via the appropriate system messages. The order will then progress as per a standard SMPF basic new provision order.

Expedite Request proforma: CP will submit an Expedite by using the following Formwize 

LLU SMPF Expedites only - https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d040f0f0c0f

(CP must complete all mandatory fields before form can be submitted including acknowledging tick box accepting Expedite terms and conditions and expedite charge if order successfully delivered on expedited date)

Pricing 

The charge applying for MPF Expedites will be per occasion and details can be found at www.openreach.co.uk/mpfpricing

Escalation 

 If there is more than 24 hours delay in receiving a response from the Expedite Request team or if there is an Openreach portal system failure. Please follow the escalation path below: