Service Level Agreements Service Level Agreements (SLAs) have been agreed by the industry to support the operational requirements laid down in the process manual. They represent an objective for best practice and CPs should seek to adhere to their recommendations. The SLAs cover the operational support, order desk opening hours and order activation arrangements, together with target times for emergency restoration of service in the event of a porting failure. Order Handling Activity Action Required Initial Completion Achievement Target Acknowledgement Response Time Acknowledge port Return By the same time on 99.5% request (multi-line acknowledgement the following working only) via route submitted day Accept/reject port Return Single line by the 99.5% – requests acknowledgement same time on the via route submitted following working day Multi line by the – same time on the 99.5% second working day Acknowledge failure Return 10 minutes 30 minutes 90.0% to respond to porting Acknowledgement (acknowledgement) request 99.0% (complete) Complete porting Complete port Single line within 15 95.0% activation minutes of initiation Single line within 20 minutes of initiation 99.0% Multi line as agreed – on order acceptance 95.0% Porting failure due Complete port 10 minutes Within 15 minutes 80.0% to donor error Within hour 99.0% Emergency Full service 10 minutes (all Single line within 15 99.0% restoration restoration in the services) minutes losing network Multi line within 30 90.0% minutes Multi line within 60 99.0% minutes Number Portability Support Availability Single Line Multi Line Porting Order Service Centre 0800 1800 Monday to Saturday 08.00 1730 Monday to Friday – – Installation Support 0800 2000 Monday to Saturday 0800 2000 Monday to Saturday – – (Analogue) 0800 1800 Monday to Friday (Digital) – Availability of Real Time Router 0800 1945 Monday to Saturday N/A – Porting Availability 0800 1945 Monday to Saturday 0800 1930 Monday to Saturday – – (Analogue) 0800 1700 Monday to Friday (Digital) – UK Bank holidays are non working days. Planned System Outages Data freeze notifications are sent between CPs through business as usual channels. It is the responsibility of the receiving CP to ensure such information is internally cascaded to the teams responsible for order handling and port activation.
Service Level Agreements Service Level Agreements (SLAs) have been agreed by the industry to support the operational requirements laid down in the process manual. They represent an objective for best practice and CPs should seek to adhere to their recommendations. The SLAs cover the operational support, order desk opening hours and order activation arrangements, together with target times for emergency restoration of service in the event of a porting failure. Order Handling Activity Action Required Initial Acknowledgement Completion Response Time Achievement Target Acknowledge port request (multi-line only) Return acknowledgement via route submitted By the same time on the following working day 99.5% Accept/reject port requests Return acknowledgement via route submitted Single line – by the same time on the following working day Multi line – by the same time on the second working day 99.5% 99.5% Acknowledge failure to respond to porting request Return Acknowledgement 10 minutes 30 minutes 90.0% (acknowledgement) 99.0% (complete) Complete porting activation Complete port Single line within 15 minutes of initiation Single line within 20 minutes of initiation Multi line – as agreed on order acceptance 95.0% 99.0% 95.0% Porting failure due to donor error Complete port 10 minutes Within 15 minutes Within hour 80.0% 99.0% Emergency restoration Full service restoration in the losing network 10 minutes (all services) Single line within 15 minutes Multi line within 30 minutes Multi line within 60 minutes 99.0% 90.0% 99.0% Number Portability Support Availability Single Line Multi Line Porting Order Service Centre 0800 – 1800 Monday to Saturday 08.00 – 1730 Monday to Friday Installation Support 0800 – 2000 Monday to Saturday 0800 – 2000 Monday to Saturday (Analogue) 0800 – 1800 Monday to Friday (Digital) Availability of Real Time Router 0800 – 1945 Monday to Saturday N/A Porting Availability 0800 – 1945 Monday to Saturday 0800 – 1930 Monday to Saturday (Analogue) 0800 – 1700 Monday to Friday (Digital) UK Bank holidays are non working days. Planned System Outages Data freeze notifications are sent between CPs through business as usual channels. It is the responsibility of the receiving CP to ensure such information is internally cascaded to the teams responsible for order handling and port activation.
GNPE2E-Ops_process-v17.4.docx