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Service Harmonisation

Service Harmonisation provides simpler, four tier Service Maintenance Levels across LLU, WLR2, WLR3 and NGA products.
Service Harmonisation (SH) was successfully launched in R1310 on the 22nd May 2010 greatly simplifying WLR and LLU Service Maintenance 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 Maintenance Levels and enhanced functionalities to be offered. As a programme SH reduced the 9 old Care levels into 4 new Service Maintenance levels including 6 Hour Repair, and also introduced Flexible Appointments, Missed Appointments payments on LLU 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

Type NameSize Issue date
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
Service Harmonisation - CP consumption

v1

 1.2 M 13/05/2010
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
Service Harmonisation - Expedites

Strategic expedite products

 287 K 19/03/2010
Service Harmonisation SLA rules

Service Harmonisation WLR3, LLU and NGA T2R Service Level Agreement Rules & "Parked Time" examples - v5

 525 K 26/05/2010
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
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
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