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ORDER HANDBOOK
COLT SERVICES
01 TELECOM | ORDER HANDBOOK
CONTENTS
P.03. ROLES & RESPONSIBILITIES
P.04. LEAD TIMES
P.05. COLT ORDER MANAGEMENT
P.06. COLT ORDER DELIVERY
P.07. INSTALLATION & HANDOVER
P.08. FAST TRACK
P.09. COLT ESCALATION MATRIX
P.10. GLOSSARY
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P.02
01 TELECOM | ORDER HANDBOOK
ROLES &
RESPONSIBILITIES
COMPANY PHILOSOPHY & COLT PARTNERSHIP
RESPONSIBILITY FOR ORDER DELIVERY
01T are a global communications company that help organisations design, configure, man-
This document is designed to outline the Colt Order Management Process and provide you
age and maintain their communication technology. Our mission is simple: to transform and
with the tools needed to follow your order through to handover.
simplify the way businesses communicate.
The start of the process begins with your signed eOrder being received by the 01T Account
We enjoy key partnerships with global network carriers who support our true ‘best in class’
Manager, at which point Colt will assign resources required to fulfil the order.
service offering. Our close partnership with Colt Technology Services spans 5 years, earning
01T Platinum Partner status.
Order delivery updates will be provided by Colt and sent to your nominated point of contact.
The 01T Order Oversight Team ([email protected]) will be copied into all order delivery
We currently manage in excess of 250 Colt clients across 6 continents.
correspondence between you and Colt. Please ensure that you keep the 01T Order Oversight
Team in copy when emailing Colt.
Colt is an established leader in delivering integrated network, data centre, voice and IT
services to organisations around the globe. Operating in 23 European countries, Colt has a
At 01T our Order Oversight system ensures we are able to oversee your order, promoting
46,960km European network and transatlantic network capacity. Colt’s metropolitan area
prompt delivery of services. Please note however, that progress of an order is only available
networks are in 42 major European cities with direct fibre connections into 20,065 buildings
directly from Colt though we are able to intervene on your behalf when required.
and 20 carrier neutral Colt data centres.
On the rare occassion where an order is delayed or a complication has arisen, the 01T Order
Oversight Team may step in to assist in an expedited resolution. Our expertise and in-depth
knowledge of Colt Services and the Colt Order Delivery system can add value in getting a
service installed.
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P.03
01 TELECOM | ORDER HANDBOOK
LEAD TIMES
PRODUCT TYPE
CONNECTIVITY STATUS
BANDWIDTH
ESTIMATED LEAD TIME
IP ACCESS
ON-NET
LESS THAN 1 GBPS
37 WORKING DAYS
IP ACCESS
ON-NET
1 GBPS AND ABOVE
52 WORKING DAYS
IP ACCESS
OFF-NET
LESS THAN 1 GBPS
90 WORKING DAYS
LANLINK
ON-NET
LESS THAN 10 GBPS
35 WORKING DAYS
LANLINK
ON-NET
10 GBPS
65 WORKING DAYS
LANLINK
OFF-NET
2 MBPS TO 10 GBPS
90 WORKING DAYS
DEDICATED VOIP
ON-NET
ANY
37 WORKING DAYS
VOIP ACCESS
ON-NET
ANY
25 WORKING DAYS
VOICE LINE
ON-NET
2 MBPS
24 WORKING DAYS
The above are standard lead times from the point of a signed eOrder being uploaded to the Colt Online Portal and are subject
to site survey.
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P.04
01 TELECOM | ORDER HANDBOOK
ORDER
MANAGEMENT
01. Signed eOrder received by 01T Account Manager.
02. Signed eOrder received by the Colt Order Processing
03. Order validated and Work Item received.
Team.
An email confirmation will be received by the 01T Order
An email confirmation will be received by the 01T Order
Oversight Team confirming the order has been succesfully
Oversight Team confirming the order has been received by
placed onto the Colt system, and a Work Item has been gen-
Colt.
erated.
START
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2 HOUR(S)
48 HOUR(S)
Time stated above is time taken from previous stage
Time stated above is time taken from previous stage
P.05
01 TELECOM | ORDER HANDBOOK
ORDER DELIVERY
04. Order Acknowledgement received.
05. Colt Order Manager assigned.
06. Indicative Completion Date (ICD) received. 07. Colt Promise Date (CPD) received.
An email with PDF attachment will be sent to
This will be your point of contact for order
An email with a PDF attachment will be sent
you directly from Colt. The 01T Order Over-
updates.
sight Team will be copied in. The PDF attach-
to you directly from Colt. The 01T Order Over- to you directly from Colt. The 01T Order Oversight Team will be copied in. The PDF attach- sight Team will be copied in. The PDF attach-
ment confirms that the order has been raised
ment states that: “the delivery of the service
ment will provide you with a committed date
and is being processed.
is subject to certain conditions over which Colt
for the installation of the service.
An email with a PDF attachment will be sent
has no influence, this may include excavation
work, or third-party delivery etc”. As a result of
this Colt will not provide a definitive date at
this stage. However, an expected or indicative
date will be provided
NB: An ICD is not always provided - generally all
on-net installations will skip this stage and go
straight to a CPD.
5 WORKING DAY(S)
Time stated above is time taken from previous stage
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24 HOUR(S)
Time stated above is time taken from previous stage
3-5 WORKING DAY(S)
Time stated above is time taken from previous stage
3-5 WORKING DAY(S)
Time stated above is time taken from previous stage
P.06
01 TELECOM | ORDER HANDBOOK
INSTALLATION &
HANDOVER
08. Installation.
09. Service Handover received.
- The customer is responsible for checking and ensuring that the correct details are
The Colt planning and technical teams will work to deliver the An email with a PDF attachment will be sent to you directly
service as per the signed eOrder form. You will be contacted from Colt. The 01T Order Oversight Team will be copied in.
directly to arrange site access if required.
NOTES - THE COLT ORDER PROCESS IS:
on the order form before submission to Colt for processing
- A delay can occur due to outside influences beyond Colt’s control, such as;
The PDF attachment confirms that the Colt service has suc-
Should any Civils work and/or a Wayleave be required, then like any service order
cessfully been installed.
this will incur delays whilst the legal aspects are agreed and signed between the
landlord and/or their representative and Colt;
The second page will provide the Service Details.
Or, any changes requested by the customer may cause delay in completing the
order;
Or, any modifications and inflight changes will result in a delay of the order process
and the delivery process “clock stopping”;
Or, the installation site not being ready to accept Colt equipment or have power
available to test.
10-20 WORKING DAY(S)
Time stated above is time taken from previous stage
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24 HOUR(S)
Time stated above is time taken from previous stage
P.07
01 TELECOM | ORDER HANDBOOK
FAST TRACK
When the signed eOrder form is submitted it will be marked “Fast Track” on the Colt systems. The Fast Track process applies once Colt have processed your existing order onto their systems, had it validated, and been provided with a Customer Requested Date (CRD) - i.e. when you want the service by.
Please note that it may take around 5-7 working days for the order to progress to this stage and the Fast-Track process begins from receipt of the Order Acknowledgement (with your
contract numbers) email and letter.
Once entered and confirmed, the Order Management team (OM) will conduct a feasability study and respond within 48 hours to confirm whether the CRD can be met. If not, the OM team
will suggest the next best date and you can decided whether or not to accept this. If the date is approved then the order is confirmed as Fast Track and progressed.
The Fast Track process is subject to order validation and a successful site survey. In addition, should any Civils work and/or a Wayleave be required, then like any service order this will
incur delays whilst the legal aspects are agreed and signed between the landlord and/or their representative and Colt.
If the Fast Track CPD is missed because of a Colt error the order will continue to be fast tracked in terms of delivery, however you can claim back the Fast Track charge by submitting a
request to the Business Support Team ([email protected]).
NB: the Colt Fast Track service is chargeable at £2,000.
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P.08
01 TELECOM | ORDER HANDBOOK
ESCALATION
MATRIX
LEVEL 1
LEVEL 2
LEVEL 3
LEVEL 4
LEVEL 5
NAME
General
Rebecca Riggs
Oscar Duffy
Mark Fiander
Ruggero Slongo
JOB TITLE
Order Management Team
Team Leader, On-Net
Manager, SB&T
SB&T Director UK
VP Service Delivery
TELEPHONE
+44 207 863 5075
+44 207 947 1359
+44 207 390 3703
+44 207 863 5951
+39 348 4116 863
EMAIL
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
NAME
Lynne Boxall
JOB TITLE
Team Leader, Off-Net
TELEPHONE
+44 207 863 5170
EMAIL
[email protected]
NAME
Andrew Nash, IP VPN & VoIP
JOB TITLE
Team Leader, Network Services
TELEPHONE
+44 207 947 1366
EMAIL
[email protected]
Please note:
The above escalation matrix applies to any services contracted within the UK, regardless of delivery location. Order Owners are
allocated by contracting country, and therefore the escalation matrix also follows the same model.
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P.09
01 TELECOM | ORDER HANDBOOK
GLOSSARY
COLT ABBREVIATIONS
01T ABBREVIATIONS
BCN - Billing Contract Number - your customer billing reference
AM - Account Manager - your dedicated 01T account manager
CAD - Colt Actual Date - the date your service was delivered
OOM - Order Oversight Manager - your dedicated 01T oversight manager
CAM - Channel Account Manager - 01T’s Colt manager
OOT - Order Oversight Team - the 01T oversight team
CPD - Colt Promise Date - the contractual delivery date for your service
CRD - Customer Required Date - the requested delivery date for your service
ICD - Indicative Completion Date - the estimated delivery date for your service
OCN - Oracle Customer Number - your customer reference number
OHS - Order Handling System - the Colt customer order database system
OLO - Other Licenced Operator - third party providers
OM - Order Manager - your dedicated Colt order manager
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P.010
THANKYOU