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SUPPORT HANDBOOK COLT SERVICES 01 TELECOM | SUPPORT HANDBOOK CONTENTS P.03. ROLES & RESPONSIBILITIES P.04. CONTACT INFORMATION P.05. INCIDENT CLASSIFICATION (TS) P.06. ESCALATION MATRIX (TS) P.07. REQUEST CLASSIFICATION (BS) P.08. ESCALATION MATRIX (BS) P.09. GLOSSARY VERSION 3.0 | 12.14 P.02 01 TELECOM | SUPPORT HANDBOOK ROLES & RESPONSIBILITIES RESPONSIBILITY FOR INCIDENT MANAGEMENT This document is designed to outline the Colt Incident Management Process and provide you At 01T our Support Oversight system ensures we are able to oversee your incident, supportwith the tools needed to follow your Incident through to recovery of your services or resolu- ing prompt restoration of your services. Please note however, that progress of a ticket is only tion of your non-technical request. available directly from Colt although we are able to intervene on your behalf when required. The start of the process begins with a call or email from you being received by the Customer The 01T Support Oversight Team may step in to assist in an expedited resolution. Our ex- Support Centre (CSC) or Colt’s proactive monitoring service picking up a reportable issue with pertise and in-depth knowledge of Colt Services and the Colt Incident Report system can add your Colt service. Whichever action brings the incident to Colt’s attention, an Incident Ticket value in getting a service restored or resolving your non-technical requests. (IT) will be raised and you will receive a reference number to assist you track the service restoration process or non-technical response to your request. Incident Rreport (IR) updates will be provided by Colt and sent to your nominated point of contact. The 01T Support Oversight Team ([email protected]) will be copied into all IR correspondence between you and Colt. Please ensure that you keep the 01T Support Oversight Team in copy when emailing Colt. On the rare occasion where an incident is not resolved within SLAs governing your particular service or product or a complication has arisen, an Escalation should be implemented. VERSION 3.0 | 12.14 P.03 01 TELECOM | SUPPORT HANDBOOK CONTACT INFORMATION The Colt Customer Support Centre incorporates two different areas: Technical Service (TS) supports customers on technical incidents for all voice, data and managed services. The Technical Service offers a 24x7x365 helpdesk in local language. Business Support (BS) provides customers support on account and billing enquiries or any other general information requests. Business Support is available inside business hours in local language. UK SUPPORT SERVICE HELPDESK Technical Service (TS) 24/7/365 TELEPHONE EMAIL WEB 0800 358 3999 [email protected] www.colt.net/online [email protected] www.colt.net/online +44 203 140 2185 UK Business Support (BS) 09:00 - 17:00 (Mon to Fri) 0800 136 166 P.04 01 TELECOM | SUPPORT HANDBOOK INCIDENT CLASSIFICATION (TS) The following table shows the Colt classifications for reported Incidents and indicative time frames for responses according to the severity of the Incident. Individual Service Level Agreements, SLAs and Target Times To Repair, TTTRs, will describe time frames governing resolutions to logged Incidents and can be found in your Handover documentation. PRIORITY P1 - 4 HOURS P2 - 6 HOURS P3 - 12 HOURS P4 - 5 DAYS SA VALUE SERVICE AFFECTING SERVICE AFFECTING DEGRADED SERVICE NON-SERVICE AFFECTING IMPACT Condition that severely affects primary functionality Condition that severely affects primary functionality Product is usable but a condition exists that seriously Problems of a lesser severity than critical or major of the product and requires immediate corrective of the product and requires immediate corrective degrades the product operations or maintenance. such as conditions that have little or no impairment action. E.g. action. E.g. Urgency is less than the critical status based on a less on the function of the system/service. • Total or partial outage • Total or partial outage. significant or immediate effect on product perfor- • Reduction in capacity capability (Unable to hold • Reduction in capacity capability (Unable to hold mance and the customer operations. the network) E.g. • the network). Safety hazard or risk of security breach. • Loss of emergency capability • • This impact value should be used for cases such • This impact value should be used for cases such as customer circuit down due to a major outage customer circuit down for individual customers Reduction in capacity capability (still able to hold the network but not at optimum level) • Repeated degradation affecting an essential component or function • Degradation of the products ability to provide any required notification or malfunction VERSION 3.0 | 12.14 P.05 01 TELECOM | SUPPORT HANDBOOK ESCALATION MATRIX (TS) TECHNICAL SERVICE CENTRE NAME LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 TSC Manager or Duty Manager Incident Management Darryl Godfrey Nicolas De Vanssay Caroline Bedford JOB TITLE Head of Northern Region Director TSC VP Operations TELEPHONE +44 203 481 7009 +34 925 501 195 +44 203 481 7011 EMAIL [email protected] [email protected] [email protected] Please note: 1. The above escalation matrix applies to any services contracted within the UK, regardless of delivery location. 2. Escalations will be treated as per process and not at the level received, i.e. if an incident has not been escalated at all and Level 5 is contacted, this incident will not be treated as an ‘escalation Level 5’. Please ensure that you call Technology Customer Service to initiate a move from one escalation level to the next. VERSION 3.0 | 12.14 P.06 01 TELECOM | SUPPORT HANDBOOK REQUEST CLASSIFICATION (BS) The following table shows the Colt classifications for requested changes on your Colt service and the estimated resolution times. RESOLUTION TIME SERVICES ADMIN SUPPORT BILLING SUPPORT TOS & TARIFF SUPPORT ~4 WORKING DAYS ~30 WORKING DAYS ~60 WORKING DAYS Customer Data Requests, System Support, Pro- Invoice, CDR, Disputes, BCN setup, Charges, Ser- Company changes, Service Transfers, VAT, Tariff viding copies, Direct Debit, e-Invoicing vice, Fraud, Wrong dates, Credits, Reports issues P.07 01 TELECOM | SUPPORT HANDBOOK ESCALATION MATRIX (BS) BUSINESS SUPPORT LEVEL 0 NAME LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 Natascha Xu Laurent Doye Jochen Loser Steve Cahill JOB TITLE Business Support Team Team Leader, Operations Manager, Operations Director, Business Support VP, Shared Services TELEPHONE 0800 136 166 +34 93 550 1958 +34 60 736 2478 +34 69 141 8558 +34 67 804 6337 EMAIL [email protected] [email protected] [email protected] [email protected] [email protected] Please note: You may escalate to the next level after 48h if not satisfied with the progress. VERSION 3.0 | 12.14 P.08 01 TELECOM | SUPPORT HANDBOOK GLOSSARY COLT ABBREVIATIONS 01T ABBREVIATIONS OCN - Oracle Customer Number - your customer reference number AM - Account Manager - your dedicated 01T account manager BCN - Billing Contract Number - your customer billing reference SOT - Support Oversight Team - your 01T Support Oversight Team OLO - Other Licenced Operator - third party providers RFO - Reason For Outage - the high level explanation for the reason for outage IR - Incident Report - detailed report explaining the reason for outage OHS - Order Handling System - the Colt customer order database system SSC - Shared Service Centre - Barcelona TSC - Technical Service Centre - faults BS - Business Support - non-faults OOH - Out of Hours VERSION 3.0 | 12.14 P.09 THANKYOU