PPC,PC, PSTN & ISDN30 (Retail Variants) Customer Service Plan

Transcription

1 PPC,PC, PSTN & ISDN30 (Retail Variants) Customer Service Plan May 2014 issue number, last updated 1

2 Contents Contents Introduction a Objective of this document b Document ownership c Document history Other useful documents Delivering your service (provision) a The provision process b The provision process Who to Contact... 5 Provision contacts for PSTN... 5 Provision contacts for ISDN Provision contacts for 20C Ethernet... 7 Provision contacts for Private Circuits (Order Entry)...8 Provision contacts for Private Circuits (Job Control) b How to escalate... 9 PSTN/ISDN2, Featureline & ISDN30 Order Entry and Order Management Voice CMC... 9 Escalation contacts for 20C Ethernet... 9 Escalation contacts for Private Circuits Repairing your service a The repair process Use of echat for Diagnostics Logging onto e-chat Private Circuit Repair Keeping Customers Informed (KCI) b How to escalate b Maintenance Care Levels Maintenance Care Levels for Retail Private Circuits (RPC), PSTN & ISDN Maintenance Care Levels for Partial Private Circuits (PPC) REGULARCARE - Normal Working Day Repair ENHANCECARE - 24 Hour Service ENHANCECARE PLUS - 24 Hour Service Customer Service Guarantee Scheme (CSGS) Provision and Repair 17 5a CSGS for Provision b CSGS for Repair Complaint Handling a Operational Complaints b High Level Complaints Planned Engineering Works (PEWs) Major Service Outages (MSOs) Billing How to raise a query and escalate an issue a How to raise a Billing Enquiry and escalate an issue b Enquires PPC, RPC, PSTN & ISND30 Customer Service Plan 2

3 1 Introduction 1a Objective of this document Thank you for choosing BT Wholesale for your Partial Private Circuits (PPC), Retail Private Circuit (RPC), PSTN and ISDN30 services. Once you have been established on our service(s), this document covers all the contacts you need for PPC, RPC, PSTN and ISDN30. This is the Customer Service Plan (CSP) for PPC, RPC, PSTN and ISDN30. The CSP is intended to be a live document and will be reviewed on a regular basis to maintain its effectiveness. 1b Document ownership This CSP is owned and updated by the BT Wholesale product line. Sometimes the service or the account management community may make changes to this document. All changes will be recorded in the document history, below. Product management contacts for: PPC and RPC is Andy Hurley (andy.hurley@bt.com) PSTN and ISDN30 is Graham Newbury (graham.newbury@bt.com) 1c Document history Verion Date Comment Draft 1 June 11 First Draft Issue Issue 1 August 11 Version 1 Issue 2 January 12 Version 2 Issue 3 January 2013 Version 3 updates to Private Circuits and Partial Private Circuits information Issue 3.1 December 2013 Version 3.1 updates to Private Circuits and Partial Private Circuits information Issue 4 February 2014 Full revision to new CSP template, insertion of Billing Enquiries information, Updates to PSTN, ISDN Order entry and order management details and updates to Management 3

4 Structure and contact details for provision. Issue 5 April 2014 Further updates to Management Structure and contact details for provision. Issue 6 May 2014 May Publication - Further updates to Management Structure and contact details for Provision and Product Management 2 Other useful documents We have prepared a number of other documents to support this CSP, which are listed below: Document PPC Product Page on btwholesale. com Retail Private Circuit (RPC) Public Switched Telephone Network (PSTN) ISDN30 Description Connectivity/Partial_Private_Circuits/index.htm From this page you will be able to obtain key information in respect of the Partial Private Circuit (PPC) product set: Pricing & Contracts Current pricing and contractual information Handbook & Technical Product Handbooks, Service Descriptions and other useful product information. Support & Tools Online Pricing Tools & PPC Nodal data Related Products compatible products. Please be aware to access this site you will need to register on btwholesale.com. Connectivity/index.htm The RPC products accessed from this page are: Megastream Kilostream Analogue Private Circuits From each of these pages you can to access information on the product offerings. Connectivity/PSTN/index.htm Connectivity/ISDN30/index.htm 4

5 3 Delivering your service (provision) 3a The provision process All orders can be placed in the following ways:- eco Order, our on-line order system - under the Applications A-Z within the Customer Zone at for full application guide and training. In case of eco difficulties, contact the eco Helpdesk on or Via at admin.eco@bt.com Via to your nominated CMC Central Order desk. Via to your Client Manager. To ensure that your order is processed as efficiently as possible, please ensure that you include all address and location details, any diversity/resilience requirements, billing account details, your preferred delivery date and any discount scheme requests. In all instances where there are known delays or possible installation problems you will be advised. If you require any more information or wish to make alterations please contact your nominated CMC during normal working hours. 3b The provision process Who to Contact If you do need to contact the provisioning teams, the details are below. Working hours: 09:00-17:00 Outside normal working hours: Contact the HLE team (see Section 5 below) 20C Voice PSTN, ISDN2 and Featureline Provision (Order Entry & Order Management) gatprov@bt.com Stage Role Name Contact Details 1 Team Member Voice Specialist Team Tel: gatprov@bt.com 2 Manager Joanne Millard Mob: joanne.millard@bt.com 3 Senior Manager Howard Ambrose Mob: howard.ambrose@bt.com 4 GM Complex Customer Operations Olwen Hill Mob: olwen.hill@bt.com 5

6 ISDN30 (Order Entry Only) Stage Role Name Contact Details 1 Team Member Voice Specialist Team Tel: gatprov@bt.com 2 Manager Joanne Millard Mob: joanne.millard@bt.com 3 Senior Manager Howard Ambrose Mob: howard.ambrose@bt.com 4 GM Complex Customer Operations Olwen Hill Mob: olwen.hill@bt.com ISDN30 (Order Management) isdn30@bt.com Stage Role Name Contact Details 1 Team Member Voice Specialist Team Tel: gatprov@bt.com 2 Manager Joanne Millard Mob: joanne.millard@bt.com 3 Senior Manager Howard Ambrose Mob: howard.ambrose@bt.com 4 GM Complex Customer Operations Olwen Hill Mob: olwen.hill@bt.com 6

7 20C Ethernet 20C Ethernet Provision - gatwick.shds@bt.com Stage Role Name Contact Details 1 Team Member Team Member Tel: gatwick.shds@bt.com 2 Team Leader Paddy Carroll Tel: paddy.carroll@bt.com 3 Manager Jon Harris Tel: jon.p.harris@bt.com 4 GM Complex Customer Operations Matt Grant Tel: matt.grant@bt.com 7

8 20C Data Teams Circuits Front Office Order Entry Role Role Name Contact Details Private Circuits Team Member IP Clear Team Member BT Net Team Member Team Member Team Member Tel: opt 2 wolvercmc@bt.com Team Member Team Member Tel: opt 2 ip.clear.wv@bt.com Team Member Team Member Tel: opt 2 wolverhampton.btnet.g@bt.com Team Leader Team Leader Nikki Price Tel: opt 2 nikki.price@bt.com Manager Manager Joy Potts Tel: joy.m.potts@bt.com Senior Manager Senior Manager Howard Ambrose Mob: howard.ambrose@bt.com GM Complex Customer Operations GM Complex Customer Operations Olwen Hill Mob: olwen.hill@bt.com Private Circuits Job Control (Including Highband) gatwick.wideband@bt.com Stage Role Name Contact Details 1 Team Member Team Member Tel: opt 3 Gatwick.wideband@bt.com 2 Team Leader Nikki Price Tel: opt 2 nikki.price@bt.com 3 Manager Joy Potts Tel: joy.m.potts@bt.com 4 Senior Manager Howard Ambrose Mob: howard.ambrose@bt.com 5 GM Complex Customer Operations Olwen Hill Mob: olwen.hill@bt.com 8

9 3b How to escalate If you are having problems placing your order or managing your order and you have exhausted standard business as usual processes, you can escalate through the following stages. It is important that the contacts below are progressed in order. There is no advantage in skipping straight from Stage 1 to Stages 4 and 5 this may only delay a resolution. 20C Voice - PSTN/ISDN2, Featureline & ISDN30 Order Entry and Order Management Activity Who to contact Contact Details Stage 1 Orders Tel: gatprov@bt.com Stage 2 Manager Joanne Millard Mob: joanne.millard@bt.com Stage 3 Senior Operations Manager - Complex Customer Operations Howard Ambrose Tel: howard.ambrose@bt.com Stage 4 GM Complex Customer Operations Olwen Hill Mob: olwen.hill@bt.com Escalation contacts for 20C Ethernet Activity Who to contact Contact Details Stage 1 Team Member Tel: gatwick.shds@bt.com Stage 2 Team Leader - Paddy Carroll Tel: paddy.carroll@bt.com Stage 3 Team Manager - Jon Harris Tel: jon.p.harris@bt.com Stage 4 Senior Operations Manager - Complex Customer Operations Matt Grant Tel: matt.grant@bt.com 9

10 Escalation contacts for all 20C Data Order Entry. Activity Who to contact Stage 1 Private Circuits Stage 1 IP Clear Stage 1 BT Net Contact Details Team Member - Private Circuits Tel: opt 2 wolvercmc@bt.com Team Member - IP Clear Tel: opt 2 ip.clear.wv@bt.com Team Member - BT Net Tel: opt 2 wolverhampton.btnet.g@bt.com Stage 2 Team Leader Nikki Price Tel: opt 2 nikki.price@bt.com Stage 3 Team Manager Joy Potts Tel: joy.m.potts@bt.com Stage 4 Senior Operations Manager - Complex Customer Operations Howard Ambrose Tel: howard.ambrose@bt.com Stage 5 GM Complex Customer Operations Olwen Hill Tel: olwen.hill@bt.com Private Circuit Job Control Activity Who to contact Contact Details Stage 1 Team Member Tel: opt 3 Gatwick.wideband@bt.com Stage 2 Team Leader Nikki Price Tel: opt 2 nikki.price@bt.com Stage 3 Team Manager Joy Potts Tel: joy.m.potts@bt.com Stage 4 Stage 5 Senior Operations Manager - Complex Customer Operations Howard Ambrose GM Complex Customer Operations Olwen Hill Tel: howard.ambrose@bt.com Tel: olwen.hill@bt.com 10

11 4 Repairing your service 4a The repair process Customers are encouraged to self-serve in order to repair BT Wholesale products. When there is a fault, customers are responsible for the initial diagnostics using the set of diagnostic tools that we provide via the eco Repair, B2B portals or using echat Once you have run the initial diagnostics, the system will determine the next course of action. You may be asked to use the tools provided to resolve the issue, or to report the fault. Use of echat for Diagnostics BTW has made some diagnostic tools available to its customers through eco repair which can be used in conjunction with a customer s in house diagnostic capability to help localise faults for Private Services (MX, KX) and Partial Private Circuits Where a customer agent is has been unable to secure an alarm test result or apply a loop in eco they can request BTW to carry out the test through our e- chat service. This instruction details the login method and criteria for which users utilise BT s e-chat function. Our e-chat diagnostic service is available 24 hours a day, 7 days a week. Guidelines and Criteria for Use The following are the strict criteria for usage of BT e-chat. We won t action any chat s that fall outside the guidelines below. Where you have attempted to use the Diagnostic Tools within e-co Repair and you are unable to apply a loop or alarm check, e-chat can be used so that BT can apply the loop or alarm check as required. BTW will also support requests for Historic Alarm Checks (for alarms seen in the last 24 hours) NB Circuits pre fixed by AX, KX, NX, and MX are generally able to have loops applied but some individual circuits of these types may not be loopable due to the technology that the circuit specific circuit is delivered on. All other circuit types are not loop-able. BT will provide the diagnostic result back to the customer agent through e- chat. If that agent determines that they need to raise a BT fault then they will need to do so via e-co repair in the usual way. 11

12 For the avoidance of doubt, BT will not: - log any faults, nor will we accept any escalation of an ongoing faults through e-chat diagnostics - accept any request for loop requests or alarm checks through e-chat on circuits where there is an open fault report. Logging onto e-chat STEP 1 Enter the following URL into your internet browser: STEP 2 On receipt of the initial welcome screen read the details on the page then click on the chat now button STEP 3 A new window will open and display the following question template which should be completed in full 12

13 STEP 4 When you ve completed the template press CONTINUE and you will see the following connecting screen. STEP 5 When one of the BT representatives responds, you will see the following screen and can commence with your echat. The BT DTO will have been presented with the information you entered into the previously completed template. E-chat will record all typed interactions - professional etiquette should be maintained throughout the chat. STEP 6 When it is mutually agreed that the session is concluded, either the BT DTO will close, or you can click on the End Session cross in the top right hand corner of the window. STEP 7 You will be prompted to confirm as follows. STEP 8 Finally, BT will ask for feedback on the performance on their assistance. Please do not skip over this screen as all feedback will be captured and monitored to ensure BT are providing the best service they can. 13

14 If you are asked to contact the repair team, the details are below. Activity Who to contact Contact Details Fault Management Team Member, Repair CMC Tel: Out of Hours Duty Manager Tel: Private Circuit Repair Keeping Customers Informed (KCI) We provide KCIs via eco Repair throughout the life of the fault as progress is made towards resolution and as soon as it is available. You can find out more about when these updates can be expected to be provided in the Operations & Maintenance manual which can be found here We recommend that our customers familiarise themselves with when updates can be expected and review the current updates on eco before calling the CMC to avoid unnecessary calls. Our agents are unable to provide updates outside of this timeline except where we have missed our SLA. 4b How to escalate Where BT Wholesale is aware of a problem that may impact service restoration adversely, then the matter will automatically be escalated internally, within BT. When we do this, we will tell you via an eco Repair proactive update that we have done so, specifying when we will next update you on progress. In these cases there is no need for an additional customer escalation via phone into the CMC Two of the most common and avoidable reasons for customer escalations are: Escalations for more frequent updates we will provide updates in line with the timelines outlined in our Operations & Maintenance (O&M) manual. We will not act on escalations for updates where updates have been provided in line with the timelines laid out in our O&M Manual Escalation for quicker fault progression than our SLA commitment we typically expect Diagnostics to be completed within 90 minutes of a fault being raised via eco repair. We will confirm via an update to you when this is completed or for complex and intermittent faults where we have identified that diagnostics may take longer will provide you with an update telling you the expected timeframe. An engineer to be on site within 4.15 hours of a fault being raised (assuming that there have been no access delays). Where this is not the case we will proactively escalate this on your behalf and we will inform you that this has been undertaken through eco and when we will update you on our progress. 14

15 We are unable to act on fault progression escalations on received before these time points have passed or where we have already escalated on the customers behalf We do recognise that outside of these reasons, there may be situations when customers still need to escalate an issue themselves using the contact points shown in the following tables. Activity Job Role Who to contact Contact Details For all customers Stage 1 Team Member Repair CMC Tel: Stage 2 Team Leader Rota Tel: Stage 3 Team Manager Andrew Taylor Peter Clark Steve Peters Tel: Tel: Tel: Stage 4 OOH Stage 4 * Duty Manager On Rota Tel: Senior Repair Manager Richard Cushnie Tel: Stage 5 Stage 6 General Manager Complex Customer Operations Director - Complex Customer Operations Anthony Stevens Tel: Mob : Mike Cook Tel: mike.w.cook@bt.com It is important that the above contacts are progressed through in order, and using the phone contacts. There is no advantage in skipping from level 1 escalation to level 3. For any escalations received outside of normal office hours, the 24x7 Duty Manager should be used as the primary contact. It is important that the contacts below are progressed in order. There is no advantage in skipping straight from Stage 1 to Stages [4] and [5] this may only delay a resolution. 4b Maintenance Care Levels BT maintenance is provided under Service Care contracts offering you a range of service levels which you can tailor to your individual needs. A brief definition of the commonly used Service Levels which you currently use can be found below. Please contact your Account Manager for more detailed information about the options and their variation enhancements. 15

16 Maintenance Care Levels for Retail Private Circuits (RPC), PSTN & ISDN30 STANDARDCARE - Normal Working Day Repair Operates during the hours of Monday to Friday (excluding Public/Bank Holidays). BT aims to respond to a fault report on one working day by the end of the next working day. Work will be carried out only during working hours. PROMPTCARE - 6 Day Service With Quick Response Operates during the hours of Monday to Saturday (excluding Public/Bank Holidays). BT will guarantee to respond within 4 working hours of receipt of a fault. TOTALCARE - 24 Hour Service Operates 24 hours a day, 7 days a week including Public/Bank Holidays. BT will guarantee to respond within 4 hours of receipt of a fault. CUSTON-CARE for PSTN/ISDN or Special arrangements We can also arrange Custom-Care enhanced maintenance services (on top of PromptCare and TotalCare contracts) through your Account Manager. These may include special arrangements for payment and billing as well as fixed term contracts. Maintenance Care Levels for Partial Private Circuits (PPC) REGULARCARE - Normal Working Day Repair Operates during the hours of Monday to Friday (excluding Public/Bank Holiday: BT will acknowledge receipt of a fault report from Communication Providers within one hour of a Working Day and respond to a fault report received before 17:00 hours within on Working day. If the fault is not resolved within two working days of receipt of the fault report from the Communication Provider, the Communication Provider will be paid compensation by BT. If the fault is not resolved within two Working Days of receipt of a fault report, BT shall contact the Communication Provider to report the progress being made to remedy the fault. ENHANCECARE - 24 Hour Service Operates 24 hours a day, 7 days a week including Public/Bank Holidays: BT will acknowledge receipt of a fault report from Communication Providers within one hour. 16

17 BT will respond within four hours of receipt of a fault report, unless agreed otherwise in writing If the fault is not resolved within 5 hours of the fault being reported to BT the Communication Provider will be paid compensation by BT. If the fault is not cleared within 5 hours of the fault being reported to BT, BT shall contact the Communication Provider to report the progress being made to remedy the fault. ENHANCECARE PLUS - 24 Hour Service Operates 24 hours a day, 7 days a week including Public/Bank Holidays: BT will acknowledge receipt of a fault report from Communication Providers within one hour. BT will respond within 2 hours of receipt of a fault report, unless agreed otherwise in writing If the fault is not resolved within 3 hours of the fault being reported to BT the Communication Provider will be paid compensation by BT. If the fault is not cleared within 3 hours of the fault being reported to BT, BT shall contact the Communication Provider to report the progress being made to remedy the fault. 5 Customer Service Guarantee Scheme (CSGS) Provision and Repair 5a CSGS for Provision Our Customer Service Guarantee Scheme (CSGS) and Reduced Charges Scheme (RCS) ensure that if we do not meet our commitment regarding delivery, you will be compensated financially. For full details of these schemes, please refer to:- BT Price List - RCS (Private Circuits) Section 12, Part 9 CSGS (PSTN/ISDN) Section 49 Our Standard Terms & Conditions at Partial Private Circuits (PPC) Standard Handover Agreement Annex E Part 3 Provisioning 5b CSGS for Repair The Customer Service Guarantee Scheme (CSGS) and Reduced Charges Scheme (RCS) ensure that if we do not meet our commitment to repair your service within the appropriate SLA, you will be compensated under the terms of the scheme.. For full details of these schemes, please refer to:- 17

18 BT Price List RCS (Private Circuits) : Section 12, Part 9 CSGS (PSTN/ISDN): Section 49. Our Standard Terms & Conditions at Partial Private Circuits (PPC) Standard Handover Agreement Annex E Part 4 Repair 6 Complaint Handling BT Wholesale generally divides complaints into two categories: 6a Operational Complaints These are complaints arising out of a business as usual service delivery and usually relate to repair and provision. As such the normal BT Wholesale operational channels are best placed to resolve any issues and the first level escalation point as detailed in sections 3 and 4 above should be contacted to deal with such complaints. If after exhausting the normal escalation route an Operational Complaint is not resolved to your satisfaction please contact your BT Account Manager. 6b High Level Complaints High Level Complaints are those complaints that generally obtain a high level of priority because of e.g. the level of customer dissatisfaction. Customers can now access the Wholesale High Level Escalations and Complaints Team via a single contact point from BTW.HLE@BT.COM and this team will then manage their complaint or escalation. Customers should note that this does not replace any business as usual escalation contacts (e.g. Account Team, Service Provision/Repair and Product Line) and processes that are detailed in the Customer Service Plans, these must be the first course of action to follow. The Wholesale High Level Escalations (HLE) Team should be engaged in the event of customers having exhausted all the existing business as usual escalation contacts and processes and not having received a satisfactory response. Once registered; the Wholesale High Level Escalations Team will formally deal with the issue. What value does this add to our customers? The HLE Team will ensure regular updates are provided within agreed timescales, they are not product experts but they will be engaging operational contacts to ensure the escalation is dealt with consistently. Business hours for engagement of these operational contacts will also define the timescales on when these updates can be provided, so customers should note the standard business hours and contacts available dependant on product and whether the issue is regarding repair or provision. 18

19 Details of the contact for this team are Should customers wish to confirm the service definition and criteria for an escalation or complaint, please access these details at the following address scalation/index.htm Please contact your account teams should you have any further enquiries of this additional service. 7 Planned Engineering Works (PEWs) Planned Engineering Works (PEWs) form an important part of maintaining our network and in some cases are not service impacting. Whilst most PEWs are published and planned well in advance, from time to time BT will need to carry out emergency PEWs with up to three days notice, to maintain the integrity of our network and or service. For more information about PEWs, how PEWs may impact your service, how to submit a change request and how to ensure you are informed about PEWs, please click [HERE]. 8 Major Service Outages (MSOs) [Insert detail here specific to product] 9 Billing How to raise a query and escalate an issue 9a How to raise a Billing Enquiry and escalate an issue Customers are encouraged to self-serve in order to view and query bills. To register to view your bills online click here. If you want to raise an enquiry or track and manage your billing enquiries, you can use the E-Query tool, which is available here. If you are having trouble using the E-Query tool, please contact the BT Wholesale Enquiry Management Team at btwholesalebilling@bt.com. 9b Enquires Activity Who to contact Contact Details Stage 1 Managed Enquiries Billing Team Tel: Stage 2 BT Group Billing Managed Enquiries Team Manager- Matthew Boyle btwholesalebilling@bt.com. Tel: matthew.2.boyle@bt.com 19

20 Stage 3 Stage 4 BT Group Billing Managed Enquiries Site Manager Dianne O Dean Head of BT Billing Managed Enquiries Dave Kidd Tel: dianne.odean@bt.com Tel: david.kidd@bt.com End of Document 20

21 ( or call