Customer Service Plan

MiiS - version 1.3

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MiiS Fault Reporting Process

Fault reports for MiiS will be handled by the Openreach SMC. The method of fault reporting is via the agreed MiiS Fault Report form here reported to the Openreach 24 hours a day, 7 days a week and 365 days a year (including UK Public / Bank Holidays).  However normal office hours for responding to faults are Monday to Friday 09.00 – 17.00.

In the event of the above Openreach repair interface being unavailable please use the e mail as shown in the table in Section 3.1 below.

Openreach will require CPs to provide information to demonstrate that the fault lies within the Openreach network. It is the CP’s responsibility to prove a fault off its network before raising a fault with Openreach. All faults will be submitted to Openreach by the CP. Openreach will not accept any fault reports from an End User.

To access information / guidance for placing MiiS faults: - please refer to the MiiS Process description document here.

 Contacts

The following table details the assurance point of contact in relation to your MiiS service:

Escalations - Repair

In situations where Openreach has failed to meet a delivery commitment to a CP on assurance, then the issue may be escalated internally within Openreach in order to resolve the problem. For MiiS, escalations would only be expected where: 

An appointment has been missed by Openreach where a joint meet had been agreed

A fault has exceeded the target clear time where Openreach have not provided the CP with progress information via KCIs ie. an up to date reason for delay and an anticipated fix time.

All escalations should initially be made using the MiiS email box: see relevant contact details listed below:

An escalation will not be accepted if:

MBORC applies

A 3rd party is responsible eg. Power outages

Where the estimated delivery date has not expired

 Service levels

CPs will be able to report faults 24 hours a day, 7 days a week, 365 days a year (including UK Public and Bank Holidays).

For information, the table below outlines the level of maintenance available for MiiS

Faults can be reported 24 hours a day seven days a week. 

Openreach normal working hours for MiiS Repair are Monday to Friday (excluding UK Public and Bank holidays) 0900-1700.  Openreach aims to respond to a fault report (ie acknowledge or reject) within 2 hours of receipt.  

For Power faults – aim to clear fault within 8 working hours (based on Mon-Fri 9-5 working week)

Example: Fault acknowledged on Monday at 10.00am aims to be cleared by 10.00am on Tuesday. 

Or fault acknowledged at 4.00pm on Friday aims to be cleared by 4.00pm on following Monday.

For Antenna or Connector faults – aim to clear fault within 14 working hours (based on Mon-Fri 9-4 working week)

Example: Fault acknowledged on Monday at 10.00am aims to be cleared by 10.00am on Wednesday.

Or fault acknowledged at 4.00pm on Friday aims to be cleared by 4.00pm on following Tuesday.