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Service Harmonisation (SH) is a phased programme spread over EMP Releases 1200, 1300, 1306 (& potentially 1400) which will simplify WLR and LLU service levels. It offers you greater ability to tailor service levels to your customers’ needs. Your ability to offer excellent customer service is underpinned by appropriate service packages, ones that enable you to offer your end users peace of mind, are easy to understand, good perceivable value, flexible and reflect their lifestyles. This is what Service Harmonisation delivers. SH was created in collaboration with CPs, which started in April 2008. These CPs told us they were happy with the greater flexibility, simplification between LLU and WLR, better contractual service levels and enhanced functionalities to be offered. As a programme SH encompasses decreasing the 9 current service levels into 3 new service levels and delivering new products; 6 Hour Repair (the new fourth service level), Flexible Appointments, Missed Appointments and SFI2.
The key elements of the Openreach Service Harmonisation programme consist of :
- Replacing existing Care Levels with a simplified four tier Service Maintenance Levels.
- Allowing CPs to place faults with a higher Service Maintenance Level to reduce lead times*.
- Introducing Flexible Appointments in the early morning and evening*.
- Introducing 6 Hour repair.
* Conditions apply
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Service Harmonisation overview
Confused? Don't worry, it's as simple as 1,2,3,4... Simplicity due to the alignment and decrease in number of existing service levels - 9 into 4. And, we're delivering four new service offerings you asked us for; Missed Appointments, Flexible Appointments, 6 Hour Repair and SFI2. These slides will tell you everything you need to know about the benefits of these service products. |
3.3 M | 12/02/2010 |
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Service Harmonisation CP consumption
From 24th April 2010 the new Service Maintenance Levels will be implemented by Openreach regardless of which platform, XML schema or portal you are on. Service Harmonisation is not an "Opt-in" for CP Customers. This document arms you with the necessary information you need to be able to consume SH as soon as possible. |
647 K | 12/02/2010 |
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Service maintenance and level mapping
Service Maintenance Level Mapping will simplify and replace the existing Care Level structure for WLR2, WLR3, LLU, FTTC and FTTP. |
65 K | 02/02/2010 |
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Service Harmonisation SLA rules
Service Harmonisation WLR3, LLU and NGA T2R Service Level Agreement Rules & "Parked Time" examples |
974 K | 02/02/2010 |
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Tactical 6-hour repair product description
Product description detailing product performance, how to place a 6-hour repair request and system responses. |
204 K | 02/02/2010 |
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Flexible Appointments product description - tactical
Flexible Appointments provide CPs and their end users with the choice of additional L2C and T2R chargeable appointments outside the Openreach standard AM and PM appointment times where an Openreach engineer needs to attend an end user's premises. |
102 K | 02/02/2010 |
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Flexible Appointments product description - strategic
These appointments allow you to book Openreach engineers to conduct L2C or T2R work at customer's premises in the early morning and evening Monday to Friday and on Saturdays. |
42 K | 02/02/2010 |
