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.
Duplicate order number (i.e., Main ) 21 LCP RH Insufficient lead time for order 22 LCP RH Order incomplete (i.e. some mandatory fields missing) 23 LCP RH Single Line Order but porting telephone number is Multi line 25 LCP Multi line order but porting telephone number is Single Line 26 LCP Porting order already accepted for telephone number (Different CRD) 28 LCP RH Porting order already accepted for telephone number (Same CRD) 29 LCP RH Telephone number already ported. (must be accompanied by valid CUPID of LCP) 30 LCP, RH Customer has no service with LCP 31 LCP Porting request out of current scope for Number Portability 32 LCP RH Porting order already cancelled. 33 LCP RH Second reschedule for Auto postpone port after activation window commenced 34 CRD for this telephone No. is in data freeze period 35 LCP RH
Order for this telephone No. received in data freeze period. 36 LCP RH LCP Installation postcode invalid 41 LCP Number no longer exported 45 RH Change or Cancel received / pending when RTR activation made 46 Security lines associated with the installation where there has been no order raised with the LCP to cease or transfer that service. 47 LCP Service on this number already ceased - Cease Export Order being processed 48 LCP Invalid Range Holder (i.e. telephone number does not belong to Range Holder). 52 RH Losing Communications Provider acceptance not received by Range Holder 54 RH
Rejection Codes REJECTION REASON Reject Code. MAIN ORDER TYPE AMEND ORDER TYPE Provide Cease Return to Range Holder Change of Prefix and/or CUPID Subsequent Portability Service Restoration Re-present Change Cancel other Cancel own Order number missing 01 LCP RH CUPID missing or invalid 02 LCP RH Order sent date and time missing or invalid 03 LCP RH Order type missing or invalid 05 LCP RH Main Billing telephone number missing or invalid 06 LCP RH Service Establishment required for Telephone Number Range 07 RH Porting prefix missing or mismatch with CUPID 09 RH Porting date missing or invalid 10 LCP RH Porting time slot requested missing or invalid 11 LCP RH Change or Cancel received after Porting Time 14 LCP RH Other (must detail reason for rejection separately) 15 LCP Re-present received too late 16 LCP Change or Cancel received after cut-off time 18 LCP RH
Amend without original Main order accepted 20 LCP RH Order number already used (Duplicate value) 21 LCP RH Insufficient lead time for order 22 LCP RH Order incomplete (i.e. some mandatory fields missing) missing info to be advised on Notes. 23 LCP RH Single Line Order but porting telephone number is Multi line 25 LCP Multi line order but porting telephone number is Single Line 26 LCP Porting order already accepted for telephone number (Different Porting Date) 28 LCP RH Porting order already accepted for telephone number (Same Porting Date) 29 LCP RH Telephone number already ported. (must be accompanied by valid CUPID of LCP) 30 LCP, RH Customer has no service with LCP 31 LCP Porting request out of current scope for Number Portability 32 LCP RH