03/10/2012 For Information
This briefing on high impact on provision of service is for all Communications Providers.The purpose of this briefing is to describe a short term process change for appointed WLR3 PSTN, MPF and GEA-FTTC provision orders with extended appointment lead-times.
In support of our ongoing initiatives during the current Service situation, from the 15 October 2012 until the end of December 2012, Openreach is introducing an interim process to offer improved provision appointment availability in certain circumstances as shown below.
Communications Providers may use this short term process if an end user has:
• Placed an appointed provision order for WLR3 PSTN, MPF or GEA-FTTC and the first available accepted appointment is greater than 20 working days from the order placement date AND
• Your end user's ability to maintain their business continuity would be compromised due to the date of the first available appointment (for example an existing customer moving to new business premises with no service on the date they move in) AND
• The order has not already been escalated or expedited via any of the offered Openreach products or processes AND
• The order amendment is not required as a result of CP error, in which case the existing CP resolution process must be used
If all of the above criteria apply then CPs should contact the Directors Service Office (DSO) via email by completing the High Impact Provision of Service proforma available via the Openreach portal at DSO .
Requests for this process will only be accepted from those people within the CP organisation who are on the authorised DSO Referral Officer List. Any requests from other agents will be turned back. If you have any queries on the existing DSO processes please contact your Service Manager.
The DSO will review your request and investigate whether an earlier appointment could be offered. If there is an earlier appointment available and your order fulfils the eligibility criteria above then the appointment will be amended to the earlier date and you will receive an update on your original order, showing the amended Customer Confirmed Date. We will advise you of the status of your request by response to your email.
You will not be charged additionally for valid orders using this process, except where the offered appointment is a Flexible Appointment (Saturday AM / PM). In these cases standard prevailing charge for Flexible Appointment will be levied.
Amended appointments for these types of orders will be subject to availability and offered on a first come, first served basis. During the first two weeks, we will be testing the implementation of this process and therefore throughput will be further limited. CPs are therefore requested to minimise submissions during this time.
Standard SLGs for the provision of the Service will apply to valid orders.
Please note, if your request is successful the leadtime for your order may subsequently be extended due to business as usual circumstances, such as the need for additional line plant.
This means you will be able to offer customers who meet the specified criteria improved appointments over the coming weeks, subject to availability, allowing them to continue to rely on the telephone or broadband products you offer in order to continue running their business.
If you have any questions about this brief or the processes involved, please speak to your Service Manager or sales contact.
Orders that are included cannot be used in conjunction with any other Openreach offer, unless formally advised by Openreach as part of the notification of any special offer.
Availability of these appointments will be subject to workstack volumes.
The use of this process contrary to the purpose set out above may result in the suspension or ending of the participation of a CP in the process and any subsequent applications may be rejected.
This offer is subject to the standard terms and conditions for provision of the Service. In the event of any inconsistency between the Service contract and the terms and conditions of this offer, the Service contract will prevail.
Openreach's provision of this process remains entirely within the discretion of Openreach on the basis of any relevant regulatory, legal, technical,
financial or other considerations. Openreach reserves the right to withdraw or limit the process at any time.
The contents of this briefing are accurate at the time of writing and are subject to change.
Please discuss any queries or issues in relation to this briefing with your Sales & Relationship Manager or Service contact, who will be pleased to assist.
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