Overview: definition of OpenReach care levels, with definitions and expectations of reporting times and resolution times. These care levels only apply to the following products/services:

• FTTP & FTTPoD
• SoGEA & FTTC
• ADSL
• PSTN lines

Definitions

Reporting times

Regardless of care level, OpenReach only accept reports during working hours, and they recommend a minimum of 15 minutes to file a report, therefore a report is left until 16:46 there may be insufficient time to file it. We also require a minimum of 15 minutes on our side, so we suggest a final cut-off time of 16:30. Therefore, it is vital that all diagnostic tests and fault information be made available from the outset.

Response

OpenReach define a "response" as the issuance of a fault reference number, following OpenReach validation and acceptance of a fault reported during working hours; see options below Basic and Prompt options. Therefore, it is vital that all diagnostic tests and fault information be made available from the outset to help OpenReach validate the fault upon initial contact.

Parked time

OpenReach define "allowable parked time" as time waiting for a response from the client, such as if OpenReach request equipment to be rebooted and ask for subsequent status of the lights on that equipment. It can also include any other reasonable waiting times such as site access requests, local authority restrictions (such as during street events). For example, if customer attempts to make a fault report at 16:00 on a Friday (1 hour before OpenReach close) and OpenReach ask for a reboot/status check, but the customer does not reply until 17:00 then the fault will not actually have been accepted and cannot be accepted until OpenReach open again on the Monday at 9:00 AM (exc. Bank Holidays).

Fix times

OpenReach define fix times as the number of Engineer Visit Hours (see below; Basic and Prompt options) within which they aim to resolve the fault; there is no guarantee.

Working hours: Mon-Fri, 09:00-17:00 (exc. Bank Holidays)

Engineer Visit Hours (Basic care): Mon-Fri, 08:00-18:00 (exc. Bank Holidays)

Engineer Visit Hours (Prompt care): Mon-Sun, 08:00-18:00 (including Bank Holidays)

MBORC

OpenReach make an exception to all of the above care level commitments if an incident is classed (by OpenReach) as MBORC (Matters Beyond Our Reasonable Control), such as pole damage, gas leak, or MSO (Major Service Outage) affecting multiple sites. OpenReach make this exception because MBORC events already have all available OpenReach resources assigned to resolve as urgently as possible. More info: https://www.openreach.co.uk/orpg/home/mborc.do

Care level options

Basic care

OpenReach provide this level at not additional cost; it is the default option. A response will be made with 24 working hours, and a subsequent fix time aim of a further 72 working hours. If a site is considered by the client as "business critical" then we recommend that a fail-over solution is ordered, such as a 2nd circuit or 4G/5G backup.

Prompt care (formerly known as "Premium Care")

OpenReach provide this level at an additional monthly premium. Whilst this care level offers no improvement in the reporting times (reporting a fault is only possible during working hours), a response can be expected within 4 working hours, and a subsequent fix time aim within 7 working hours. If a site is considered by the client as "business critical" then we also recommend that a fail-over solution is ordered, such as a 2nd circuit or 4G/5G backup, since no guaranteed fix time is offered.

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