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Customer Service Plan
Service may be interrupted for operational reasons (such as maintenance or Service upgrades) or because of an emergency. We will restore the interrupted Service as quickly as possible. We will give the Communications Provider as much notice as possible and aims to give the Communications Provider at least 14 days’ notice of any interruption to the Service for operational reasons. Where practicable, we will agree with the Communications Provider when the Service will be interrupted. If there has been an interruption to the Service for operational or emergency reasons, we will inform the Communications Provider that there has been an interruption as soon as reasonably practicable.
Planned Engineering Work is broken down into 3 categories standard, emergency and routine. Where a PEW is planned that may result in a disruption to your service, we will endeavour to give 14 days prior notice. This is to allow you time to limit any impact on your own operations and to provide time for you to advise your end users. All standard Openreach Planned Engineering Works which are likely to have an impact on your service will where possible is completed between midnight and 6am On occasions we do have to perform emergency work and in such cases we will endeavour to give as much prior notice as possible prior to the start of the PEW. We will not provide any notifications of routine maintenance work.
Where the planned dates and time of a PEW window may not be at a convenient time you should raise the concern via the objections section provided within the PEW notice document. If the standard PEW affects a single CP we may contact you directly to try and agree a suitably convenient time. Where more than one CP is affected by the PEW we will endeavour to provide at least 14 days notification, informing them of the date, time and outage.
In order to ensure that PEW notifications are passed to the correct contacts you will need to ensure your service manager has the correct email address details.
Openreach PEW duty contact details:
We have a managed process in place to try to reduce the impact of planned engineering work (PEW), to make sure, wherever possible, that you have advanced warning and can pass this on to your customers if they’re likely to be affected.
PEWs are broken down into two categories:
If engineering work is planned that may cause disruption to your service, we’ll endeavour to give you twelve working days’ notice. This is to give you time to limit any impact on your own operations and your customers’.
On occasions we have to perform emergency work. When this happens we’ll endeavour to give as much notice as possible.
If the standard planned engineering work affects a single customer, we may contact you directly to try and agree on a convenient time.
Team |
Contact details |
Openreach Planned Works Duty |
e-mail: openreach.pew@openreach.co.uk |
Reverse PEW notifications
CPs carrying out essential maintenance or upgrade work on their equipment located within an exchange should submit via email a PEW notification to the Openreach Planned Works duty (above). Onward notification to other BT group agencies and alarm surveillance teams will be provided by the Openreach PEW duty.
Major Service Outage (MSO)
In support of the SFFA network as a premium service, we have established an Access Operation/Service Centre (AOC) to proactively monitor the SFFA network service and to drive corrective action when service impacting events are detected.
To help our customers understand the status of the network and the impact a network event may have on their own customers, we will proactively communicate network problems to you in the form of Reportable Incident Notification email with extra (impacted service IDs) information on the Portal/XML interface. We aim to identify and communicate all incidents to you in less than 15 minutes from the incident occurrence.
The level at which MSO is triggered (measured in terms of circuits impacted) is reviewed and adjusted as the network grows. For more information on the MSO trigger level please contact your service manager. Where multiple users are affected by a protracted outage but the number of users is less than the MSO trigger level these will also be raised to MSO status and the appropriate communications published.
PEW is notified using the same process as an MSO, but giving a 14 day notice of the planned outage- general example below:.
From: do-not-reply@openreach.co.uk [mailto:do-not-reply@openreach.co.uk]
Sent: [Date, Time]
To: CPxxxxxxxxxx
Subject: Reportable Incident Notification: OR1871321/09 reported for GEA over GEA-FTTC and Gfast
Reportable Incident Notification: OR1871321/09 reported for GEA over GEA-FTTC and Gfast
Note:
1) I indicate MSO, P indicates PEW, N indicates emergency PEW.
2) Details below are separated by semi-colon.
Reportable Incident (Type: I/P/N) has been reported for GEA over GEA-FTTC and Gfast
Please find details as below:
Notification Type: I; Reference: OR18713/09; Openreach Ref Num: 1-5050192623; Start Time: 07/29/2009 23:45:00; Description: Shelf; Status: INITIAL; Platform: Openreach; Affected by MBORC: N; Title: FTTC POSSIBLE FIBRE/CARD FAULT @ xxxxxxx @ xxxxxxx PCP81; Extended outage reason: none; Category: N; End Time: Indicator: I; Estimated End Time: 07/30/2009 01:45:00.
Additional information on affected services will be available on OR Siebel.
During the SFFA pilot/trial Openreach has initially set the MSO trigger level at the first point of service aggregation – the DSLAM line card (FTTC) as supporting either Gfast or VDSL technology or the Fibre splitter (GEA-FTTP).
Whilst this trigger point is at a lower level than would be traditionally viewed as an MSO in an established network - 500 effected customers, it was considered that during the early days of GEA Fibre Access rollout it would be better to let CPs know of network events that could impact a significant percentage of their customer base in a particular location, rather than only communicate if a total of 500 customers were effected.
The level of MSO trigger will be reviewed and adjusted as the network grows. For more information on MSO trigger please contact your service manager. Where multiple users are affected by a protracted outage but the number of users is less than the MSO trigger level these will also be raised to MSO status and the appropriate communications published.
Post Incident Report requests
In the event of an Ultrafast and Superfast GEA Fibre Access network incident, you may request a formal PIR according to the following criteria:
Requests must be submitted to your Ultrafast and Superfast GEA Fibre Access Service Manager, who should respond within 48 hours. If no response is received, the issue can be escalated to another member of the Customer Service Management Team.
If your PIR request is accepted, we will aim to produce a report within 5 working days with reasonable endeavours. All reports are returned in a standard format consisting of:-
For further information please contact your Service Manager