Communication providers benefit from a range of online support tools, tailored service levels and commercial terms. These help to ensure an efficient supplier relationship and allow you to respond to your customers in a timely manner. In addition, we provide competitive pricing by working closely with our wholesale customers to determine their current and future requirements.

THUS has developed a range of online network performance and alarm reporting tools to help communication providers to keep track of their network services from THUS. These tools are accessed using an Internet browser, through a secure logon on the THUS extranet. A standard Performance Track reporting tool is included with National Ethernet (available with standard circuits of 2-300 Mbps delivered over THUS MPLS network) and MPLS IP VPN services. This shows site availability, bandwidth utilisation and core-network quality of service (QoS) data and is refreshed on a daily basis. As well as being able to review current data, the communication provider can use Performance Track to download historical data for self-analysis purposes. THUS can also re-brand the Performance Track report, working with the communication provider to offer a customised version to end-users.

An alarm-based online reporting portal called Network View will be available shortly for qualifying customers with National Ethernet and MPLS IP VPN services. Network View shows critical and major alarms (colour-coded red, amber and green) that affect the communication provider’s service on a per site basis. It is refreshed every five minutes, allowing the communication provider to manage their customer’s network proactively.

Communication providers have access to online pricing tools for THUS National Ethernet, MPLS IP VPN and traditional Leased Line networking services. This allows the communication provider to calculate accurate quotes for its customers, and to place orders against these quotes.

This helps providers to offer fast response times and a high level of service to their own customers.

All services can be ordered under appropriately structured Master Service Agreements (MSAs) that include communication provider-oriented service level agreements (SLAs) for each item.

These include:

	24/7, year-round fault management support for all services.
	Fast fix times; for example, critical faults with National Ethernet and Leased Line services are fixed within four hours with THUS on-net deliveries, or five hours where tails are used.
	A target lead time of 25 working days for standard 2Mbps Leased Lines with on-net delivery, and 30 working days where tails are required.