Customer account management – the choices

1. Customer account management– thechoices Customer Establishment Team Customer Business Management, Openreach

2. Welcome to Openreach • Openreach has a range of account management and relationship options for Communications Providers (CPs) to choose from. • Information is available from the Openreach website at: http://www.openreach.co.uk/orpg/home/becomeacustomer.do • These slides briefly explain the account management choices available and how they work for you in terms of business management. • In particular, the choice you make about the way your account is managed will determine how your confidential information may be shared between Openreach and other BT lines of business. • You can change your mind about your account management choice at any time, simply contact your current account manager to discuss.

3. DownstreamAccount Management • If you choose this account management option you will be managed solely through another downstream BT line of business for all products you purchase, including those supplied by Openreach. • You won’t have a direct relationship with Openreach, other than for certain operational reasons (such as fault repair or order handling), however, product specialist support will be provided if you need it. All other queries relating to any Openreach products you purchase will be dealt with by the downstream account manager. • Your downstream account manager will manage your relationship with Openreach and will share as appropriate commercial confidential information about your business.

4. Downstream Account Management - continued • You will still need to place orders for any Openreach products directly into the Openreach systems, but the downstream BT line of business will provide relationship management and advice on what BT products and services will best meet your business needs.

5. Co-ordinated Account Management • If you choose this account management option you will be jointly account managed by both Openreach and any other relevant downstream BT line of business from whom you have ordered products/services (such as BT Wholesale). • Openreach and other BT lines of business will share commercial confidential information that you have provided about your business as appropriate. • You will be allocated an Openreach Business Manager and service contact and have access to the Openreach product specialist team. Your other BT supplier(s) will provide a similar service.

6. Parallel Account Management • If you choose this account management option you will be separately account managed by Openreach and any other relevant downstream BT line of business from whom you order products (such as BT Wholesale). • You will deal directly with Openreach for its products and with other relevant downstream BT lines of business for all other products. • The relevant lines of business will not share commercial confidential information that you have provided about your business (unless you specifically consent to it or it is operationally necessary to do so). • You will be allocated an Openreach Business Manager and service contact and have access to the Openreach product specialist team. Your other BT supplier(s) will provide a similar service.

7. Referral option • In addition if your primary contact and majority of orders are placed with Openreach, and you wish to purchase small volumes of downstream line of business products, Openreach can provide you with relevant contact details within the relevant downstream line of business.

8. Contact Openreach • Customer Choice Letters are available to download from the Openreach Portal • http://www.openreach.co.uk/orpg/home/becomeacustomer.do • Please contact the Openreach customer establishment team at customer.establishment@openreach.co.uk prior to completing the customer choice letter