23/12/2019 For Information
This briefing is for all Communications Providers (CPs).
This briefing is to inform all CPs about the changes to the SOGEA launch contract terms and to update them on our launch plans.
During November 2019 and early December 2019 we have seen a steep ramp up in weekly volumes coinciding with Black Friday and Cyber Monday CP offers to the market. The large weekly volumes have enabled us to test the non-functional aspects of the product such as scalability and end customer experience. Whilst overall performance has been stable, during the same period we have seen a rising trend in Early Life Failures (ELFs).
We have taken this into consideration when assessing whether to continue with the targeted launch of SOGEA in January 2020. After investigating the causes of this rise, we have decided to hold the launch, to give us time to collaborate with CPs and help reduce the ELF rate.
We believe that through collaboration with CPs we will be able to swiftly reduce the ELF rate to sustainable levels by:
We will reassess the product performance and the ELF rate over the next month with the aim to notify the launch of SOGEA in January 2020, subject to making improvements. Following the 28-day notification period the new target launch date is 1 March 2020.
Additionally, we have now completed drafting the SOGEA launch contract, and want to clarify that we have added a new clause prohibiting the proactive / robotic testing and raising of faults on our network to align with the position in other contracts, and to further clarify the steps that we may take if we detect robotic or proactive testing and raising of faults. This will help ensure we remain equivalent in how we provide our services to all CPs and will protect service levels for customer reported faults. This will also help ensure that the commercial structure of Openreach products is protected within the regulatory framework such that we are able to manage our cost base and maintain competitive pricing.
The new clause is as follows:
Unless previously agreed in writing by BT, the Communications Provider must raise faults only if they have been initiated by an End User contacting the Communications Provider to report a specific problem with the Service, not proactively or robotically on behalf of an End User. BT may:
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If you've any questions about this briefing please get in touch with your business development manager who'll be happy to help.