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
| Type | Name | Size | Issue date |
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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. |
626 K | 05/05/2010 |
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Service Harmonisation - CP consumption
v1 |
1.2 M | 13/05/2010 |
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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. |
441 K | 12/03/2010 |
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Service Harmonisation - Expedites
Strategic expedite products |
287 K | 19/03/2010 |
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Service Harmonisation SLA rules
Service Harmonisation WLR3, LLU and NGA T2R Service Level Agreement Rules & "Parked Time" examples - v5 |
525 K | 26/05/2010 |
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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. |
659 K | 17/03/2010 |
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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 |


