T2R Process

The Tenant must follow the correct process when raising a service problem. This page aims to assist Tenants with raising service problem requests to suppliers for resolution.

Perform Service Test

The tenant can perform a service test on an active service. A valid service test result is required in order to raise a service problem. The responses are described in detail in the Outcomes section found here.

Raise Service Problem

Once a valid service test has been performed and a potential fault identified, the tenant can now raise a service problem with the supplier to resolve a potential issue with the service. Once the initial request is validated, the problem will be sent to the supplier for processing and updates will be sent via KCIs - this could include a rejection if the request does not meet supplier validation/processing rules. Once the problem is acknowledged, the supplier may assign their internal reference number which will be returned in the KCI as a characteristic.

The supplier will now look to resolve the problem, notifying the tenant of their progress via KCIs.

If additional information is required then the supplier can send a KCI requesting it. The tenant can send amendment (and cancellation) requests via the Fibre Gateway which will be sent to the supplier to confirm or reject.

Once the service problem is fixed, the supplier will inform the tenant that the service problem is resolved via a KCI.

All service problems will automatically move to completed after X calendar days, unless acted upon by the tenant.

This functionality allows tenants to confirm the service problem was resolved. If the tenant feels that the problem was not resolved, then the ticket can be reopened for further investigation.

Once the ticket has been completed, either by the tenant accepting resolution or the maximum approval period being reached it is not possible to reopen the problem. If issue reoccurs or persists a new service problem would need to be raised.