This briefing on Service Level Guarantees for EBD and BTL products is for Ethernet Communication Providers.

Openreach is pleased to announce the introduction of Service Level Guarantees (SLGs) for its Ethernet Backhaul Direct (EBD) and Bulk Transport Link (BTL) products. This briefing provides formal 90 day notification to our Communication Provider customers that SLGs for these products will become effective on 29th September 2009.

The EBD and BTL products were launched on 22nd May 2008 and included a Service Level Agreement (SLA) with no SLGs. This briefing informs Communication Providers (CPs) that SLGs will be introduced into the Connectivity Services contract on both provision and repair of EBD and BTL products.

Some of the features of the Service Level Guarantees are as follows:

Provision

If Openreach delivers a circuit beyond the Contractual delivery Date (CDD), then customers become eligible for compensation (subject to the provisions of Schedule 4 of the Connectivity Services contract). This will be equivalent to 100% of the relevant individual circuit’s (or Bulk Transport Link where applicable) monthly rental for every Working Day or part Working Day beyond the CDD or Customer Required Date (CRD), whichever is later, up to a maximum of 60 Working Days. 

Repair

Customers will be eligible for compensation if the delayed repair to a circuit causes a total loss of service for more than 5 clock hours after it has been reported. This compensation will be 15% of one months relevant individual circuit’s (or Bulk Transport Link where applicable) monthly rental for each full hour over the 5 hours up to a maximum of 200 hours. If a fault in the Bulk Transport Link causes a fault in one or more Ethernet Backhaul Direct circuit, then the fault on the Ethernet Backhaul Direct circuit and the Bulk Transport Link will separately be subject to compensation payments.

Compensation Payments

For both provision and repair, compensation is normally offered in the form of a deduction from the CP’s next invoice.

Please refer to the notified Schedule 4 of the Connectivity Services contract for full SLG details.

Notification and documents

This briefing provides formal notice that the Connectivity Services contract has been updated. The new documents listed below will become effective from 29th September 2009.

. Conditions

. Schedule 1 – Definitions

. Schedule 2A - Ethernet Backhaul Direct service

. Schedule 2B - Bulk Transport Link service

. Schedule 2C - Ethernet Access Direct service

. Schedule 3 – Forecasting

. Schedule 4 – Service Level Agreement

Copies of the amended contract are available at the “Contract Changes in notification period” section of the Connectivity Services webpage

http://www.openreach.co.uk/orpg/products/connectivityservices/connectivityservices.do.

The contents of this briefing are accurate at the time of writing and are subject to change.

If you wish to discuss the information contained within this brief, please contact your Sales and Relationship Manager.

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