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Maintenance options Delivered by the Service Harmonisation programme Getting the balance right April 2011 Maintenance options Delivered by the Service Harmonisation programme Getting the balance right April 2011 Openreach makes every effort to ensure the information in this report is accurate at the time of compilation, however, Openreach does not represent that it is complete and Communications Providers should check with Openreach for the latest available information. Openreach reserves the right to modify delivery criteria and delivery dates.

Confused? Don’t worry, it’s as simple as 1, 2, 3, 4… Simplicity due to Confused? Don’t worry, it’s as simple as 1, 2, 3, 4… Simplicity due to the alignment and decease in number of previous service levels - 9 into 4 And, we’ve delivered four new service offerings you asked us for; Missed Appointments, Flexible Appointments, Repair Expedite and SFI 2. The following slides will tell you everything you need to know about the benefits of these service products…

What was Service Harmonisation (SH)? § § § Service Harmonisation (SH) was a phased What was Service Harmonisation (SH)? § § § Service Harmonisation (SH) was a phased programme spread over EMP Releases 1200, 1310 which simplified 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 delivered. 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; Repair Expedite (formally known as -6 Hour Repair) the new fourth service level, Flexible Appointments, Missed Appointments and SFI 2.

Service Harmonisation A brief history LLU and WLR CPs received different levels of service Service Harmonisation A brief history LLU and WLR CPs received different levels of service § The differences (pre Service Harmonisation): WLR Basic Level 1 customers receive service within 96 hours (Monday - Friday) whilst WLR Level 2 customers receive this within 48 hours (Monday - Friday/Monday - Saturday). Both are set against LLU Standard. Care repair time of 40 hours (Monday - Sunday) § These difference occurred for historical reasons: They stem from the introduction of LLU into the market The faster LLU time represents a ‘give’ following requests from Industry/Oftel. LLU was then seen as a business only product. At the time it was not envisaged customers would wish to migrate away from IP Stream

The key benefits of Service Harmonisation Got it wrong? We’ve got you covered With The key benefits of Service Harmonisation Got it wrong? We’ve got you covered With expedite flexibility; if the service level your customer is on doesn’t meet their needs during a fault you can flex up to a level which does as a one off solution. 6 -hour repair is available 24/7 It’s as simple as 1, 2, 3, 4… Simplicity due to alignment and decrease in no. of care levels; 9 into 4 (3 plus 1 new one - 6 -hour repair making it 4) We’ve put our money where our mouth is 6 -hour repair (L 4) rental backed by SLG paid proactively, you don’t have to claim, this is the same for all the Service Maintenance Levels. Plus we’ve reduced charges and added better contractual service levels on all levels. Clear? It’s crystal… There will be clear light between each maintenance level so you can onward sell knowing your end user can see the difference

Previous end user perspective Purchase of WLR, end user receives: – – A copper Previous end user perspective Purchase of WLR, end user receives: – – A copper line capable of carrying voice calls to SIN 349 standard NTE 5 socket installed in their home In tariff base level maintenance level (96 / 48 hour) 96 / 48 hours Ability to add “Broadband” type services Purchase of MPF, end user receives: § A copper line capable of carrying voice calls to SIN 349 standard § NTE 5 socket installed in their home § In tariff base level maintenance level (40 hour) § Ability to add “Broadband” type services The underlying service is clear to end users regardless of whether their Communication Provider is using WLR or LLU 40 hours

Service Harmonisation aims: Making it easier for our customers to do business with us Service Harmonisation aims: Making it easier for our customers to do business with us § § § § To create Clear Light between levels so you can see the value of trading up To move the portfolio to a straightforward single aligned set of service packages To implement an Openreach working week aligned with modern working patterns To ensure Service Maintenance Level 2 has the same service between WLR and LLU at a lower price on WLR than the closest alternative to LLU Standard. Care To reduce the price differential between WLR and LLU By delivering SH we did not have to deliver system separation (at huge expense) as our customers saw more value in having SH Build on our excellent service record by meeting customer demand for new and improved services SH is therefore the initial step towards full cross-portfolio synergy between WLR and LLU in the (now overlapping) market place which is what you asked us for

Where we? – previous position WLR Basic Level 1 WLR Basic Level 2 WLR Where we? – previous position WLR Basic Level 1 WLR Basic Level 2 WLR Premium Level 1 LLU WLR Standard Premium Care ‘Level 2 LLU Enhanced Care+ on demand LLU WLR Level 3 & Enhanced Care WLR Expedite 5 hr* 20 Hour Clear Monday-Sunday 24 Hour Clear Monday-Sunday 40 Hour Clear Monday-Sunday 48 Hour Clear Monday-Saturday 48 hour Clear Monday-Friday 72 Hour Clear Monday-Saturday 96 Hour Clear Monday-Friday * Reasonable endeavours, no SLG until 20 Hours

The end state WLR Care Level 1 (Basic Analogue lines only) FTTP & FTTC The end state WLR Care Level 1 (Basic Analogue lines only) FTTP & FTTC Level 3 WLR LLU Level 2 FTTP & FTTC Level 3 LLU WLR Level 3 FTTP & FTTC Level 4 LLU WLR Level 4 6 Hour Repair Report AM fix PM. Report PM fix next AM. Monday-Sunday End of Next Working Day, fix Monday – Saturday End of Next Working Day +1 Working Day, fix Monday – Friday

The new products Flexible Appointments – Service Maintenance Level 2 C and T 2 The new products Flexible Appointments – Service Maintenance Level 2 C and T 2 R – Early Morning (EM) Appointments (available between 07: 00 -08: 00) – Evening (EV) Appointments (available between 18: 00 -21: 00) – Saturday Appointments with two slots (AM - 08. 00 to 13. 00 and PM - 13. 00 to 18. 00) – Appointments not in tariff are at a single price of £ 12. 50 for LLU and WLR and it is the intention this will be the price for NGA also in the future. Missed Appointments Where Openreach has failed to attend within an agreed appointment slot at the end user’s premises resulting in an automatic payment being made to the CP. Currently this is only paid on WLR. R 1200 introduced Missed Appointments on LLU to give parity with WLR and increased our missed appointment payment to £ 40 to align with EU Missed Appointments. Repair Expedite (6 Hour Repair) A new super-fast repair product offering a 24/7 repair capability with a commitment from Openreach to clear a fault within 6 hours from 23 rd November 2009. Available as a rental product from R 1310 (as Level 4) and on demand using a tactical process from R 1200 (now withdrawn) and strategic expedite from R 1310.

The new products continued… SFI 2 LLU CPs will order SFI 2 when their The new products continued… SFI 2 LLU CPs will order SFI 2 when their end user has a problem with their Broadband but the copper path appears to be working ok. SFI 2 will give the CPs a greater choice than the existing product, allowing them to specify whether an engineer visits the end user premises or the exchange. It will also enable them to tell us the type of service they want testing and which elements of the network they are happy for us to look at. Our engineers will carry out a series of prescribed checks and tests with the latest Next Generation Tester to determine where the issue is and what they need to do to fix it. This is important because it addresses the current customer concern that the existing process relies too heavily on engineer judgement. The SFI 2 investigation will provide an increase in first time resolution, transparency of the engineering activity and greater clarity of what the CP has been charged for.

Implications of Service Harmonisation § LLU Standard. Care lines lose Sunday but gained Saturday Implications of Service Harmonisation § LLU Standard. Care lines lose Sunday but gained Saturday appointments (in line with what LLU CPs wanted most) § ISDN 2 lines gain Service Maintenance Level 2 in tariff for the same price as Service Maintenance Level 1 today this is to bring ISDN 2 in line with the Business or Premium market, with Service Maintenance Level 2 as standard § WLR Level 2 lines get the same service, but at the lower Premium Level 1 prices (i. e. WLR premium line rental price). This is a saving as Premium lines gain Saturday working for free § WLR Standard. Care Premium lines gain Saturday working for free! § LLU changes from a 40 hour fix, to between a 48 -24 hour fix; and a 20 hour fix, to between a 24 -11 hour fix in order to align with WLR and gain a tangible End of Next (Half) Working Day fix § WLR gain faster fixes across the board (PSTN, ISDN 2 and ISDN 30)

Things to be aware of… § If you are using a portal and order Things to be aware of… § If you are using a portal and order a product / service you have not configured internally you will get KCI (Keep Customer Informed) messages back you cannot read § Any WLR 2 Like for Like Transfer of a Level 4 line will result in a Letter Feed that cannot be read (low risk of occurrence) § Service Maintenance Level 3 removes the current perception of 24/7 engineers from Level 3 and Enhanced care (Chronically sick and disabled) [click here for detail] § Basic Level 3 customers will be paying £ 6. 30 pa more for Service Maintenance Level 3 service § CPs must appoint all engineer visits to customer premise faults for Service Maintenance Levels 1 and 2

Let’s break it down… § Overview of what SH means to each customer group; Let’s break it down… § Overview of what SH means to each customer group; WLR Basic, Premium, ISDN, LLU and NGA. § And what it means per each of the SH service maintenance levels and products…

WLR Basic customers – Can now take Flexible Appointments to get Saturday appointments am WLR Basic customers – Can now take Flexible Appointments to get Saturday appointments am & pm plus EM & EV appointments – Money where our mouth is; CP pays £ 12. 50 for Saturday, Early Morning or Early Evening appointment but if our engineer doesn’t arrive in this time slot we delete this £ 12. 50 charge and pay the CP £ 40. 00. – We appoint every engineer visit to end user premise fault on Levels 1 and 2 making it easier to do business with us; and these faults come with an engineer appointed visit up front – unlike today when engineers can turn up to the surprise of end user or the end user is out incurring increased costs (£ 85 abortive visit charge) and time in fixing the fault. – Getting a better deal because you know exactly what it is you’re getting Raised CP concern We understand CPs fear a worse service as we’re currently repairing in often ½ the time we’re contracted to (96 hours). With Service Maintenance Level 1 the contract is 48 -72 hours so it is possible faults will take longer to repair but it’s a better deal and gives clear light between levels 1 and 2 making it easier for CPs to market accordingly.

WLR Basic customers with pre-SH care Level 2 – Price decrease and simpler – WLR Basic customers with pre-SH care Level 2 – Price decrease and simpler – Potentially fixed a whole day quicker – Get Saturdays for free – Mapping to SH Service Maintenance Level 1 Going from 72 hours to EONWD = potential to fix fault a day earlier. Price decrease as no longer pay prompt care element (saving £ 13. 56 a year, the cost of prompt care which was only added to get Saturdays). Simpler package to understand without necessity for having extra service levels added like prompt care.

WLR Premium customers – Get Saturdays for no extra cost – Potentially fixed a WLR Premium customers – Get Saturdays for no extra cost – Potentially fixed a whole day quicker – Mapping to Maintenance Level 2 so they get Monday - Saturday as standard instead of Monday - Friday. Enough daylight between this new Maintenance Level 2 and Maintenance Level 1 to allow CPs to up sell

WLR Premium customers with pre-SH care Level 2 – Decrease in price – now WLR Premium customers with pre-SH care Level 2 – Decrease in price – now get Saturdays for free – Potentially fixed a whole day quicker – Mapping to Service Maintenance Level 2 so get Saturdays for free (saving £ 13. 56 the cost for Level 2 per year - prompt care)

ISDN 2 Customers on pre-SH care Level 1 – Get Saturdays for no extra ISDN 2 Customers on pre-SH care Level 1 – Get Saturdays for no extra cost – Target fix of a whole day quicker; Eo. NWD instead of 48 hours If we don’t, we proactively pay the CP a months line rental Mapping to Service Maintenance Level 2 so they get Monday - Saturday as standard instead of Monday - Friday.

ISDN 2 with pre-SH care Level 3 – Shorter target fix times backed by ISDN 2 with pre-SH care Level 3 – Shorter target fix times backed by SLG If we don’t we proactively pay you a months line rental – Get Saturdays for free (though, currently get Saturdays and Sundays) – Mapping to Service Maintenance Level 3 Implication – You currently get 24/7 because we over-exceed but now will be cleared up to 9 pm because Flexible Appointments comes as part of the package. Instead of 24/7 fix it will be by end of next ½ working day (Monday – Sunday).

ISDN 30 customers – Shorter target fix times backed by SLG – months rental ISDN 30 customers – Shorter target fix times backed by SLG – months rental back – Mapping to Service Maintenance Level 2 or 3 (in tariff) or 3 (Total. Care) Implications You currently get 24/7 because we over-exceed but now will be cleared up to 9 pm. Instead of 24/7 fix it will be by end of next ½ working day (Monday – Sunday) but no Sundays if mapping to Service Maintenance Level 2. The pre-SH care Level 3 is mapping to Service Maintenance Level 3 and applies to all ISDN 30 customers. 24/7 is available through 6 Hour repair on L 4 rental option or through the expedite option (expedite option not available to Level 2 lines). For your large high risk customers you may wish to take L 4 rental and market as ‘insurance’ against ‘assurance’ like the British Gas four star cover model. Mathematical models through face-to-face selling can be applied to these customers to show them the benefits.

WLR 3 customers – WLR 3 ISDN 2 Maintenance Level 2 customer will get WLR 3 customers – WLR 3 ISDN 2 Maintenance Level 2 customer will get it cheaper (other ISDN 2 maintenance levels pays the same) – Double integration spend if you implement SH on WLR 2 and then migrate to WLR 3. On WLR 3 many of CPs consume via a TPI which, from 24 th April 2010, will already have the solution in place – New Level 4 rental and expedite option – A limited expedite facility already exists on WLR 3 (Service levels 1 or 2 to 3) and won’t ever exist on WLR 2 as the WLR 2 product is being withdrawn

NGA customers NGA customer adoption § Super-fast Fibre Access (SFFA) is partly about TV NGA customers NGA customer adoption § Super-fast Fibre Access (SFFA) is partly about TV Delivery within the consumer market therefore Service Maintenance Level 3 & 4 is likely to have high demand from SFFA customers as it’s more product appropriate re the type of technology the line is used for. § At the present time there are no plans to offer Expedites on NGA

LLU customers § § § Money where our mouth is; if our engineer doesn’t LLU customers § § § Money where our mouth is; if our engineer doesn’t arrive in their appointed time slot we pay you the CP £ 40. 00 SFI 2 is available on Saturdays and is backed by an SLG for the first time SFI 2 gives you control over how your customers Broadband faults are tackled LLU CPs are our NGA CPs so SH will be seamless as it is in place for both products New Level 4 rental and expedite option A limited expedite facility already exists on MPF (Enhanced. Care Plus on demand, available to MPF Enhanced. Care lines only). Service Harmonisations brings full multi-level expedite facilities allowing a line to expedite to any higher service level Implication LLU CPs will lose Sundays

Messaging per product package Maintenance Option 1 § § Can now take Flexible Appointments Messaging per product package Maintenance Option 1 § § Can now take Flexible Appointments to get Saturday appointments Contractually getting a better deal so you know exactly what you’re getting § Customer segment = WLR basic

Messaging per product package Maintenance Option 2 § £ 6. 32 a year clear Messaging per product package Maintenance Option 2 § £ 6. 32 a year clear difference between Maintenance Level 1 and 2; get Saturdays and potential to have your faults fixed a whole day quicker with Maintenance Level 2 – offering real differentiation for ‘premium’ customers. § Customer segments = WLR premium, ISDN 2, ISDN 30 and LLU as in tariff offerings

Messaging per product package Maintenance Option 3 § § Instead of a 24 hour Messaging per product package Maintenance Option 3 § § Instead of a 24 hour (WLR) or 20 hour (LLU) product Openreach will fix by the End of the Next Half Working Day (Eo. NHWD). If you report before 13: 00 we will fix same day, giving up to an 11 hour guaranteed fix, backed by SLAs. If you report after 13: 00 we will restore your end users service by 13: 00 the very next day; even if it’s a Sunday or Public / Bank Holiday Customer segments = WLR Total. Care and LLU Enhanced. Care

Messaging per product package Flexible Appointments – provision and repair § Your customers have Messaging per product package Flexible Appointments – provision and repair § Your customers have shown demand for work outside of traditional hours. We understand this demand are therefore pleased to be introducing Flexible Appointments § The key benefits are additional flexibility and convenience for your end users because work can be carried outside of their normal business hours The product consists of: § Early Morning (EM) Appointments (available between 07: 00 -08: 00) § Evening (EV) Appointments (available between 18: 00 -21: 00) § Saturday Appointments with two slots (AM – 08. 00 to 13. 00 and PM – 13. 00 to 18: 00) § Appointments are available at a single price of £ 12. 50 for LLU and WLR and it is the intention this will also be the price for NGA in the future

Messaging per product package Maintenance Option 4 = 6 -hour repair rental and expedite Messaging per product package Maintenance Option 4 = 6 -hour repair rental and expedite (6 hour repair & expedite are different pricing options of Maintenance Option 4) § This is a brand new product offering! Old days best you could get was Total. Care 24 hours or Enhanced. Care 20 hours; now on Level 4 it’s just 6 hours! § Level 4 – pay £ 48 a year (or £ 4 per month) § Expedite is a multilevel product (accelerating up all levels) § New 24/7 repair within 6 hours - big request from CP customers so Level 4 is directly meeting customer demand. § On rental offering; we pay SLG if not there in 6 hours then another SLG payment if we cross another midnight ‘Money where our mouth is’ § On expedite offering; we pay SLG only if we miss the SLG applicable to your rental option, but no expedite fee if over 6 hours

When are we delivering what and how do you get it… § Overview of When are we delivering what and how do you get it… § Overview of what the Openreach deployment plan for Service Harmonisation is § Plus CP consumption information

Service level mappings What the pre-SH care levels were LLU Standard. Care Enhanced. Care+ Service level mappings What the pre-SH care levels were LLU Standard. Care Enhanced. Care+ On Demand What they became at R 1310 LLU Service Maintenance Level 2 Service Maintenance Level 3 SH Expedites WLR Standard. Care Basic Service Maintenance Level 1 Standard. Care Premium Prompt. Care Basic Service Maintenance Level 2 Prompt. Care Premium Total. Care* Service Maintenance Level 3 WLR 3 Expedite SH Expedites * Chronically sick & disabled, blue light and priority care faults should be mapped to SH Level 4

Service level mappings (contractual) What the pre-SH care levels were What they became at Service level mappings (contractual) What the pre-SH care levels were What they became at R 1310 LLU 40 Hour Mon-Sun Eo. NWD Mon-Sat 20 Hour Mon-Sun Eo. NHWD Mon-Sun (inc PBH) 5 Hour (best endeavours) SH Expedites WLR 96 Hour Mon-Fri Eo. NWD+1 Mon-Fri 48 Hour Mon-Fri Eo. NWD Mon-Sat 72 Hour Mon-Sat 48 Hour Mon-Sat 24 Hour Mon-Sun Eo. NHWD Mon-Sun (inc PBH) 24 Hour Mon-Sun (expedite) SH Expedites Examples

Openreach Release delivery summary R 1200 – 6 Hour tactical solution (Nov 26 th Openreach Release delivery summary R 1200 – 6 Hour tactical solution (Nov 26 th 2009) – Flexible Appointments for provision and repair: (Jan 11 th 2010) – Early Morning Appointments (07: 00 -08: 00) – Evening Appointments to 21. 00 – Saturday Appointments – Missed Appointments: – Introduction on LLU – Increasing Openreach missed appointment payment (parity) – SFI 2 functionality (Launch 1 st March 2010) – SFI 2 missed appointment SLGs from March 2010 R 1300/R 1310 § Multi-level expedite functionality § Strategic versions of the R 1200 deliveries § Service Harmonisation Service Level introduction and mappings § SLA / SLGs § Alignment with Next Generation Access (FTTC / FTTP)

Deployment plan as agreed with industry for R 1300 and R 1310 § Original Deployment plan as agreed with industry for R 1300 and R 1310 § Original R 1300 functionality will be delivered in two releases: R 1300 and R 1310 § Service Harmonisation Schemas will be deployed in R 1300 (April 2010) § Service Harmonisation functionality will be switched on in R 1310 at the end of April § For any CP taking the R 1300 schema prior to R 1310, Openreach will map orders to the existing portfolio and reject orders from new functionality e. g. accept a repair on a SH Maintenance Level 3 and map to Total/Enhanced Care, but reject a repair order for Level 4 At then end of April 2010 the new Service levels will be implemented by Openreach regardless of which platform, XML schema or portal a CP is on. Service Harmonisation is not an “Opt-in” for CPs

CP deployment This is not ‘one size fits all’ – different customers will have CP deployment This is not ‘one size fits all’ – different customers will have different consumption models Implementation varies depending on the products they consume from Openreach and the platforms they consume with (i. e. legacy or strategic) So tailoring the impact and change per customer is key What happens if a customer isn’t ready to consume at strategic launch? They can continue business as usual but some minor risks exist (see slide 12) but Openreach will deliver against the new service maintenance levels and CPs will automatically enjoy the new SLAs and receive proactive SLGs where Openreach fail They need a Schema, what is it and why do they need it? A Schema is the version of the software (XML) a CP is using to interact with us. To take the extra Service Harmonisation elements they need to upgrade to R 1300. They can do this in house or through a Third Party Integrator (TPI) Costs, training and implementation will therefore vary per CP Please speak with your Sales & Relationship Manager who has more information * Some minor risks exist, please see Implications slide no. 12

Service Harmonisation : Customer engagement and consumption § To understand how to technically implement Service Harmonisation : Customer engagement and consumption § To understand how to technically implement SH you need to have attended one of our ‘Show & Tell’ events; these are educational sessions on how to consume SH through a mixture of audios and face-to-face events. Your technical and process representatives should have attended one of these sessions; Dates of Show & Tell Events: The dates listed are in § 26 th Oct 2009 Show & Tell for EMP CPs the past to show what § 30 th Oct 2009 Show & Tell for EMP CPs has been completed; § 10 th Nov 2009 Show & Tell for EMP CPs we expect CPs have § 17 th Nov 2009 Show & Tell for EMP CPs attended one of these § 23 rd Nov 2009 Show & Tell for WLR 2 CPs events. § 25 th Nov 2009 Show & Tell for WLR 2 CPs via WLR 2 IT Group If you have not please § 25 th Nov 2009 Show & Tell for TPIs contact your § 9 th Dec 2009 Show & Tell for EMP CPs Sales & Relationship § 28 th Jan 2010 Show & Tell for WLR 2 CPs via WLR 2 IT Group Manager as soon as possible. 36

What does it cost… Overview of pricing, SLGs & SLAs What does it cost… Overview of pricing, SLGs & SLAs

Pricing § As pricing is being updated regularly please check the pricing page on Pricing § As pricing is being updated regularly please check the pricing page on our website for the latest information; www. openreach. co. uk/pricing § For general SLG information please go to the Service Products page www. openreach. co. uk/serviceproducts

Pre-SH contractual SLAs against Service Levels Product Service Level Agreement (SLA) Basic PSTN – Pre-SH contractual SLAs against Service Levels Product Service Level Agreement (SLA) Basic PSTN – Level 1 (SC) Premium PSTN/ISDN 2 e – Level 1 48 clock hours Monday – Friday Basic PSTN/ISDN 2 e– Level 2 72 clock hours Monday – Saturday Premium PSTN/ISDN 2 e– Level 2 48 clock hours Monday – Saturday Level ½ PSTN/ISDN 2 e– Level 3 24 clock hours Monday – Sunday PSTN Expedite care 24 clock hours Monday – Sunday LLU Standard care (SC) 40 clock hours Monday – Sunday LLU Enhanced care (EC) 20 clock hours Monday – Sunday LLU Enhanced care plus on demand - ECPOD (only available to EC lines) § 96 clock hours Monday – Friday 5 clock hours Monday-Sunday (best endeavours, no SLA until 20 hr) The SLA for appointed faults is 23: 59 on the appointment day for all levels (excluding LLU ECPOD, which is reasonable endeavours and has the EC SLA rule)

Service Harmonisation product suite SLAs Level Description / SLAs Engineering Working Times End of Service Harmonisation product suite SLAs Level Description / SLAs Engineering Working Times End of next working day + 1 working day Monday – Friday 08: 00– 18: 00 2 End of next working day (Eo. NWD) Monday – Saturday 08: 00– 18: 00 3 In by 13: 00 fix same day, in after 13: 00 fix by 13: 00 next day (Eo. NHWD) Monday – Sunday (inc Bank Holiday) 07: 00– 21: 00 Mon-Fri (including FA) 08: 00 -18: 00 Sat-Sun (including FA) 4 6 -Hour repair Monday – Sunday (inc Bank Holiday) 24/7 1 – WLR basic analogue lines Bolt-ons – lead times apply Flexible Appointments EM and EV. Applies to levels 1 & 2 07: 00 -08: 00 & 18: 00 -21: 00, Monday – Friday exc. Bank Holidays Applies to levels 1 AM / PM Saturday exc. Bank Holidays Temporary increase in Service Level - Multi-level Expedite From R 1310 it became possible to enhance the service level applicable to a fault (at fault reception), for the duration of that fault for a premium charge. No lead-times apply.

Service Harmonisation It’s about getting the balance ‘just’ right… Service Harmonisation It’s about getting the balance ‘just’ right…

“For all our copper & upcoming Super-fast Fibre Access customers who’ve asked for simpler “For all our copper & upcoming Super-fast Fibre Access customers who’ve asked for simpler and more flexible service level solutions that meet todays working hours; Service Harmonisation provides three repair options and one repair & provision option which meet this demand create a level playing field. Its launch means that line repair is available for everyone if they choose; anytime, 24 x 7, every day of the year and removes the inflexibility between the existing nine options. Service levels are now easy to understand, available during times that suit modern life, backed by proactive Service Level Guarantee payments and give greater definition between copper products making it easier to up-sell and will be available on super-fast fibre access. Service Harmonisation is peace of mind for copper & Super-fast Fibre Access customers around the clock. ”

More information… Openreach Portal product pages and news; www. openreach. co. uk/serviceproducts www. openreach. More information… Openreach Portal product pages and news; www. openreach. co. uk/serviceproducts www. openreach. co. uk/briefings www. openreach. co. uk/serviceharmonisation

Supporting slides Supporting slides

Enhanced / Level 3 vs. Service Maintenance Level 3 / 4 § § § Enhanced / Level 3 vs. Service Maintenance Level 3 / 4 § § § Enhanced. Care and Level 3 were both 24/7 products with contractual fix times (SLA) of 20 and 24 hours respectively Service Maintenance Level 3 is not a 24/7 product, engineers will work 07: 00 -21: 00 only. Level 4 will remain 24/7 Enhanced. Care and Level 3 had target response times of 4 / 5 hours respectively. Openreach respond with a first update within this time and fix within the contractual SLA. Approx. 6% of faults are reported 18: 00 -07: 00 There was a perception that Openreach fix faults / send an engineer to site within the response time. Although it is in Openreach’s best interest to have an engineer available within the requisite period, otherwise we would fail the clearance of faults within the timeframe, the response time is a target aim and is not contractually binding About 60% of faults are still attended within 8 hours (the majority being completed in hours), the same percentage as pre-SH Response time were removed under Service Harmonisation (excluding ISDN 30) and faults are cleared within SLAs. Please note 6 Hour repair SLA time are considerably shorter than Enhanced / Level 3 SLAs. Maintenance Level 3 also has a shorter SLA time than Enhanced / Level 3 which further enhances the products from what customers received pre-SH

Chronically sick and disabled customers § Openreach has no visibility regarding whom the end Chronically sick and disabled customers § Openreach has no visibility regarding whom the end user is in most cases and would therefore expect a CP to either rent Level 4 on the chronically sick, disabled and vulnerable end user or rent Maintenance Level 3 and expedite to Level 4 if restoration is required either between 7 pm – 9 am the following day or a faster fix is required. The decision on what Level to put a customer on is however wholly dependant on what the CP wishes to do and their individual business model, which Openreach cannot set (e. g. A CP may choose to put the line on Maintenance Level 1 and expedite to Level 4 if this better meets their business model). § The charge levied by Openreach to the CP for Levels 3 and 4 is higher than the previous rental of Total. Care basic; however the SLA on a Maintenance Level 3 could be as short as 11 hours, compared to 24 hours on Total. Care basic. § WLR Total. Care and MPF Enhanced. Care were 24/7 products whereas Maintenance Level 3 is 07: 00 -21: 00. All CPs with chronically sick, disabled and vulnerable lines should investigate as to how often their end users allow an Openreach engineer to visit their premises between 21: 00 -07: 00 to determine whether Maintenance Level 3 or 4 is a better option for their customers on a line by line basis. § Service Harmonisation reduced the number of different care levels available to a more valuable and distinct set. The price for the higher maintenance of a line and will relate to the service provided by Openreach which, for Levels 2, 3 and 4, is the same for both Basic and Premium WLR lines in the same manner as it is for LLU lines (e. g. Maintenance Level 3 is £ 37. 20 in addition to the Maintenance Level 2 price). Return

Mapping examples (WLR) 1. Return A WLR PSTN basic Level 1 customer paid £ Mapping examples (WLR) 1. Return A WLR PSTN basic Level 1 customer paid £ 100. 68 per year and received a 96 hour Monday-Friday SLA Under the mapping the same customer now pays £ 100. 68 per year and receives an Eo. NWD+1 (72 -48 hours depending on the time of fault report) Monday – Friday SLA 2. A WLR PSTN premium Level 1 customer paid £ 110 per year and received a 48 hour clear Monday-Friday SLA Under the mapping the same customer now pays £ 110 per year and receives an Eo. NWD (48 -24 hours depending on the time of fault report) Monday – Saturday SLA 3. A WLR PSTN premium Level 3 customer paid £ 147. 20 per year and received a 24 hour fix Monday-Sunday (24/7) with a 5 hour response time Under the mapping the same customer now pays £ 146 per year and receive an Eo. NHWD (24 -11 hours depending on the time of fault report) Monday-Sunday SLA. This is not be a 24/7 working service and the response time has been removed

Mapping examples (WLR ISDN 2) 1. Return A WLR ISDN 2 Level 1 customer Mapping examples (WLR ISDN 2) 1. Return A WLR ISDN 2 Level 1 customer paid £ 220 per circuit per year and received a 48 hour Monday – Friday SLA Under the mapping the same customer continues to pay £ 220 per circuit per year and receives an Eo. NWD (48 -24 hours depending on the time of fault report) Monday – Saturday SLA 2. A WLR 3 ISDN 2 Level 2 customer paid £ 233. 56 per circuit per year and received a 48 hour Monday – Saturday SLA Under the mapping the same customer continues to pay £ 220 per circuit per year and receives an Eo. NWD (48 -24 hours depending on the time of fault report) Monday – Saturday SLA 3. A WLR ISDN 2 Level 3 customer paid £ 257. 20 per circuit per year and received a 24 / 7 / 365 SLA Under the mapping the same customer now pays £ 256 per circuit per year and receives an Eo. NHWD (24 -11 hours depending on the time of fault report) Monday – Sunday SLA. Response times are the same, however engineers only attend between 07: 00 -21: 00

Mapping examples (WLR ISDN 30) 1. Return A WLR ISDN 30 Level 2 customer Mapping examples (WLR ISDN 30) 1. Return A WLR ISDN 30 Level 2 customer paid £ 141 per channel per year and received a 48 hour Monday – Saturday SLA Under the mapping the same customer continues to pay £ 141 per channel per year and receives an Eo. NWD (48 -24 hours depending on the time of fault report) Monday – Saturday SLA 2. A WLR ISDN 30 Level 3 customer paid £ 166. 20 per channel per year and received a 24 / 7 / 365 SLA Under the mapping the same customer continues to pay £ 166. 20 per channel per year and receives an Eo. NHWD (24 -11 hours depending on the time of fault report) Monday – Sunday SLA. Response times are the same, however engineers only attend between 07: 00 -21: 00

Mapping examples (LLU) 1. Return An MPF Standard. Care customer paid £ 86. 40 Mapping examples (LLU) 1. Return An MPF Standard. Care customer paid £ 86. 40 per year and received a 40 hour fix Monday-Sunday SLA, with guaranteed appointments from Monday-Friday Under the mapping the same customer now pays £ 86. 40 per year and receives an Eo. NWD (48 -24 hours depending on the time of fault report) fix Monday-Saturday, with guaranteed appointments from Monday-Saturday 2. An MPF Enhanced. Care customer paid £ 123. 94 per year and received a 20 hour fix Monday-Sunday SLA. This was a 24/7 product and had a 4 hour response time Under the mapping the same customer pays £ 122. 40 per year and receives a Eo. NHWD (24 -11 hours depending on the time of fault report) Monday-Sunday SLA. This is not be a 24/7 working service and the response time has been removed

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