Ultrafast and Superfast Fibre Access - version 8.40

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GEA-FTTC (NOT to be shared with end customers)

Site-Specific Risk Assessment and Method Statement (SSRAMS)

This process provides CPs with a simple way to request a Site Specific Risk Assessment and Method Statement (SSRAMS).

SSRAMS - A site specific risk assessment that needs to be carried out at the end customers premise prior to the provision/fault appointment date. Allocation of an engineer to carry out the SSRAMS is subject to engineering availability

SSRAMS can be requested via a Formwize.

1. Your Request must be requested within the associated lead time, minimum of 15 working days before the provision appointed date and 6 working days before the fault appointment date.
2. You must have an open provision order/Fault which has reached KCI2 stage and in committed status.
3. Your Formwize information must be clear and correct details required to deliver your ask.
4. Within the Formwize CPs must agree to the associated charges before submitting the request.
5. SOGEA has been included in the SSRAMS process as tactical solution until delivery of the SVR (Site Visit Reason) required in the product road map
6. SSRAMS not currently available for FTTP

CPs can locate the Additional Service Formwize at https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080b0d0b09

Further information regarding SSRAMS can be found at 

https://www.openreach.co.uk/cpportal/services/product-services/risk-and-method-statements

On submitting the Form the Additional Service’s team will confirm receipt of request within 12 working hours. Failure to complete the correct fields will lead to a delay or rejection of your request.

Any issues requesting the Formwize please contact the team via eChat(EiVA) and they will help you to resolve the issue

If you are unhappy or have not received a scheduled update for your request please use the following escalation path. 

SOGEA/SOGfast (NOT to be shared with end customers)

GEA-FTTP and FOD (NOT to be shared with end customers)

How to escalate

• GEA-FTTP Provision and Repair: https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a
• FOD Provision: See FoD provision contact table below
• FOD Repair: https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a
• FVA Repair: fva.assurance@openreach.co.uk (complete the SFFA escalation proforma)^*
  
• GEA-FTTC Provision: orfttcprov@openreach.co.uk (complete the SFFA escalation proforma)^*
  
• GEA-FTTC Repair: orfttcassur@openreach.co.uk (complete the SFFA escalation proforma)^*
• SOGEA Provision and Repair: https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a
  

Proforma for all FTTC escalations and FVA repair:

* The email subject title must include the text ‘CP Escalation’ to avoid delays in validation.

Escalations will be validated against the acceptance criteria detailed in the next section.

SOGEA Target SLA

You will be kept informed of progress throughout as follows:-

Escalation criteria 

The sections below detail the criteria you must apply when deciding whether to raise an escalation. In all cases you must contact Customer Service Management in the first instance. If CSM can’t provide an update, you can request an escalation.

Escalation criteria:

There has been more than one failed Openreach promised and there are no meaningful updates from either systems or the Contact Centre to help get the customer’s order back on track           

Example of an update which is meaningful – ‘delay rationale is clearly provided with details of actions required and timescales for resolutions’

Step 1 – before you escalate

• Always check for updates on: HUD and KCI messages for updates
• Contact Openreach Customer Service Centre (CSC) to seek support or clarify, chase and escalate accordingly to obtain meaningful update

Escalations are not accepted if the issue is outside of Openreach’s control. Below are simple common examples:

• Less than 15 days since the order was place with no customer confirmed date (CCD) – This includes KCI2 Assured
• Delays due to Traffic Management and Wayleaves – Where permissions are required from 3^rd parties.
• Bringing dates forward where Openreach has not previously failed 
• When MBORC applies.

Step 2 – when you can escalate

Common escalations:

• Overdue Work – If there is no meaningful further update on the estimated completion date following a chase by CSC
• Failure of more than 1 customer committed date (CCD)
• Survey/Planning Delays more than 2 weeks – with no time scales or expectations given                                           
• No meaningful update after repeated contacts to CSC 

Provision escalation criteria for FOD(FTTP on Demand)

Before raising an escalation, you must have first raised a general enquiry with us. 

Please note, the escalation process should only be used when seeking an update on the completion of a particular task, where no communication has been received following an enquiry. 

You can raise an escalation if we have failed a task or order milestone date, or failed to give you a response when we said we would. 

Please provide a clear explanation for your escalation with evidence of the order failing or failed.

Escalation Business Rules

Escalation Business Rules – information needed

•     A clear, detailed explanation of the escalation 

•     Evidence that the order has failed or is currently failing, and it is not a ‘general delay’

•     Key milestone failed 

•     Evidence of contact into the Service Desk before query is raised

•     Evidence of failure to respond within 48 hours/agreed date from Service Desk 

•     Demonstration that time limited information has been given at least 1 Working Day to reach you 

•     Clear language, no acronyms used 

Escalation Business Rules Rejection Criteria

The following scenarios are not valid escalations and will be rejected. 

    •     Updates/Progress – only valid if ECD has already failed

    •     Traffic Management request for notice / permit reference 

    •     Multiple orders/Openreach Project Services (ORPS)/Value Added Customer Service Team (VACS)

    •     Build Charges/Disputes 

    •     Order in suspend or customer delay, i.e. Site Not Ready  

    •    Date improvements

    •    General customer Wayleave issues

    •    Notification of a problem where the CCD is not in Jeopardy 

    •    Insufficient information or reason for raising a case

Note: some of the above will fall into the accept criteria if you can demonstrate that the issue is not being resolved i.e. no acknowledgement to an enquiry within 3 working days

Service Desk Led FOD Orders

The following section is applicable to the complete journey of orders placed before 01/09/22 and for orders post 01/09/22 before the  KCI2 has been sent, where support is led by the FOD Service Desk.

In the first instance, you can call our CSM on 0800 023 2656 (Mon-Fri, 08:00-17:00, excl. bank holidays).

If you have not received an update to your telephone enquiry, you can use this form to raise a formal case for your general enquiry:

Please use HUD. General enquiries should cover situations where we have not provided you with an expected update on your order, examples of this are as follows:

·       Site survey appointment booked (not before working day 10 after your order acknowledgement KCI1)

·       Survey completed (not before working day 15 after your order acknowledgement KCI1)

·       Build cost confirmation (not before working day 25 after your order acknowledgement KCI1)

·       A missed milestone, e.g. end customer appointment or completion of planned works.

If you need to raise an escalation on an order, please raise via case management, please use HUD

Escalation Staircase

Below is a staircase for CPs to escalate orders if you don’t receive responses within the agreed timelines

Before escalating from one level to the next, please ensure that the escalation business rules criteria have been met and that the appropriate amount of time has been allowed to receive a response:

       •  Level 1 – General Enquiry: 48 hours to respond & demonstrate progress

       •  Level 2 – Escalations: 24 hours to respond & demonstrate progress

       •  Level 3 -  High Level Escalation: 8 hours* to respond, 24 hours to demonstrate progress

       •  Level 4 -  Escalations Manager: 8 hours* to respond, 24 hours to demonstrate progress

       •  Level 5 -  Section Escalations Manager: 8 hours to respond

       •  Level 6 -  Senior Manager – Customer Service

*Refers to 8 working hours, with working hours defined as 8am to 5pm Monday to Friday

For FOD contact details below are only applicable to orders placed before 01/09/22 or for orders  post 01/09/22 before the  KCI2 has been sent .

Project Services Led FOD Orders

The following section is applicable to orders placed on or after  01/09/22, where KCI2 has been sent. Your nominated Project Services coordinator will be managing these orders and made contact accordingly.

Non-appointable locations

There are some localities where appointment books are not available, e.g. some remote parts of Highlands and Islands.  If you have a requirement to report a fault where appointments are required in this scenario then please complete the Manual Fault process template below. 

Manual fault raising

If you have not received a valid Openreach Reference Number, this can be due to data integrity errors which can often be resolved by using the ORDI tool. More information on the ORDI process can be found at:

https://www.openreach.co.uk/cpportal/help/guides

On occasions when the fault raising platform cannot be used due to planned or unplanned outages, system failures, or if requested to by the CSM it is permissible to raise a manual fault request (Not currently available for FTTP). 

The completed pro-forma(s) should be attached to an email and sent to the CSM address listed at the bottom of the pro-forma (auto populated when “Circuit Type” is selected.)The fault requests will be validated and processed by the CSM teams who will provide KCI updates via return email.  Notice will be given by return email for any requests that fail validation.

Please note: emails must contain single requests (one pro-forma) only; multiple fault requests can be made but will require an additional email for each fault request pro-forma.

GEA Cablelink 

In the event that you need to raise an escalation in relation to a GEA Cablelink order, please follow the path outlined below. Please ensure that you have the relevant details to hand, e.g. order/circuit reference etc. before placing your call.

Cablelink Provision

GEA Cablelink – Modify order enquiries

For enquiries relating to a GEA Cablelink Modify order, please report an Incident via the Openreach Service Desk.  You can raise an Incident through the Customer IT Zone on the Openreach Portal. Click on “Report a new system related issue”. 

When completing the System issue reporting form please select “Other” in the Product drop-down menu.

When submitting your enquiry please include the following information in the “Description of issue” field:  

•       State: “Openreach NGA – GEA Cablelink (OGHP) Modify order enquiry.”

•       Briefly describe your enquiry, e.g. “Enquiry relating to an overdue order.”

•       Include details of the order/s in question:

                •       Order reference:  2-xxxxxxxxxxxxx

                •       GEA Cablelink Id:  OGHPxxxxxxxx

                •       VLAN Id / outer tag you are trying to add:  2-3000, 3070-4094*

                •       What error message are you seeing, if any?

                •       Date order submitted:  xx/xx/xxxx

•       Please also include the following text:

•       “Please direct this Incident Report to the FTTP FLOW application support group (APLSUPORSIEBEL).”

GEA Cablelink Fault Reporting 

This section explains how Openreach will accept and respond to GEA Cablelink fault reports.

Reporting a fault

GEA Cablelink-related faults may be reported to Openreach at any time; 24 hours a day, 7 days a week, 365 days a year. The fault reporting process is outlined in the diagram below. 

The process

    •     If a CP identifies a cable link-related fault out-of-hours they can submit a template via email to Openreach (clt2r@openreach.co.uk) requesting further investigation. The CP should provide a sample of GEA services (OGEA references) impacted by the problem (template is attached below).

    •     Once the template is received, Openreach will endeavour to respond by email within 30 minutes, confirming either acceptance or rejection. 

    •     A unique infrastructure event (IE) reference will be quoted in the email. If a major service outage (MSO) is raised, the reference will also be quoted.

    •     Openreach will not update the CP via e-mail once the acceptance email has been sent. 

    •     Openreach will diagnose the issue and take relevant steps to resolve. If there is a need to contact the CP network operations for information or assistance we will do so using the contact details provided.

    •     IE and MSO updates will be available through the establish channels: Openreach Portal, Fault Tracker, B2B, or email. CPs will need to check they can consume these updates. 

    •     Alternatively the incident management customer communications (IMCC) team can be contacted via eChat Log into the Openreach portal and click on EiVA logo   in the bottom right hand corner of the Dashboard page during business hours (Mon-Fri 8am to 5pm)

Acceptance criteria

    •     The CPs is asked to provide an email address for updates, and contact details in the event that cooperation is required. This information is optional, however please note that if a CP does not provide contact details we may be unable to progress the investigation.

    •     Openreach will only accept contact from a CP owning GEA Cablelinks. Enquiries from downstream service providers or end customers will be rejected.

    •     Contact is strictly limited to fault reports relating to GEA Cablelink.

    •     When completing a Cablelink issue template – please complete all sections including examples of OGEA references affected or annotate why information is not able to be provided. Failure to do so could lead to Template being rejected By Openreach

    •     A fault can be reported by a CP against any commissioned GEA Cablelink in the UK and Northern Ireland.

    •     Openreach will not accept calls requesting updates.

Escalation path

    •     If there is any issue with your fault report submission during business hours (Mon-Fri 08:00-17:00) you can contact the IMCC via Chat during business hours. 

    •     

• Outside of business hours you can call 07436 277 234 if you have not received a fault reference. If the call is not answered immediately please leave a voicemail. You can expect a call back within 30 minutes.   Please note the number can only be called to obtain a fault reference. It is not an escalation point and cannot be used to get Incident updates.

Multicast

Multicast for GEA – Provide and Modify order enquiries

For enquiries relating to a Multicast for GEA Provide or Modify order, please report an Incident via the Openreach Service Desk.  

You can raise an Incident through the Customer IT Zone on the Openreach Portal. Click on “Report a new system related issue”. 

When completing the System issue reporting form please select “Multicast” in the Product drop-down menu.

When submitting your enquiry please include the following information in the “Description of issue” field:  

• State “Openreach NGA – Multicast VLAN (OGMC) Provision/Modify order enquire

• Briefly describe your enquiry – e.g. “Enquiry relating to an overdue order”

• Include details of the order(s) in questions:

• Order reference: 2-xxxxxxxxxxx
•  Multicast VLAN service ID: OGMCxxxxxxxx
•  Date order submitted: xx/xx/xxxx

• Please also include the following text: 

Please direct this Incident Report to the FTTP FLOW application support group “ (APLSUPFTTPFLOW)”