Corporate Customers: Restore service failures within 3 hours of its occurrence- Implementation and integration of new projects and ensure all open incident tickets are closed within this time-frame.
Retail Customers: Restore service failures within 12 hours of its occurrence.
Incident Management Communication: Provide prompt feedback for input into the OTRS application with information relating to activities being carried out to resolve customer service incidents.
Preventive Maintenance Proactively identify, plan and execute preventive maintenance action on the fibre network.
Provide operational data for FTTH Network Monitoring and analysis work that feeds into the improvement of fibre break-fix MTTR.