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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
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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 (Colt.SOT@01T.co.uk) 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.
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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
TechnicalSupport.UK@colt.net
www.colt.net/online
Business.Support@colt.net
www.colt.net/online
+44 203 140 2185
UK
Business Support (BS)
09:00 - 17:00 (Mon to Fri)
0800 136 166
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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
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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
Darryl.Godfrey@colt.net
Nicolas.DeVanssay@colt.net
Caroline.Bedford@colt.net
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.
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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
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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
Business.Support@colt.net
Natascha.Xu@colt.net
Laurent.Doye@colt.net
Lochen.Loser@colt.net
Steve.Cahill@colt.net
Please note:
You may escalate to the next level after 48h if not satisfied with the progress.
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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
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THANKYOU