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1 Customer Service Charter TEMPLATE Customer Service Charter Version: 0.1 Issue date :

2 Document Information Document Name Document Overview Author Approver Document Owner Document Owner Telephone Document Owner Next Review Date Change History Version Date Changed By Changes Document Distribution O2 Wifi Operations Name Title Organisation

3 Contents Document Information... 2 Change History... 2 Document Distribution Introduction Glossary of terms Service Overview Technical Solution Overview Standard Architecture Diagram Demarcation of Responsibilities Incident Management O2 Wifi Responsibilities Venue Responsibilities Service Monitoring Contact Procedure Proactive Contact Procedure Reactive Contact Procedure Mandatory Information for every incident Incident Management Process Incident Management Process Flow Diagram Incident Notification (Step 1) Raise Incident (Step 2) Categorisation & Prioritisation (Steps 3 & 4) Initial Diagnosis (Step 5) Investigation and Diagnosis (Step 6) Resolution and Recovery (Step 7) Incident Closure (Step 8) Note: Creation of Lead Incidents Service Level Agreement Out of Scope Issues Problem Management Change Management Change Management Objectives Change Definition Service Changes Business Changes Service Reporting Report Delivery Operational (Service Level) Reports Service Usage Reports Service Reviews Customer Contacts Customer Escalation Contacts Major Incident Notifications Change Management Notifications O2 Wifi Contacts (Incident and Change) O2 Wifi Escalation Contacts Your O2 Wifi Account Team End User Support Appendix A... 16

4 1. Introduction O2 Wifi delivers public access wifi services to CUSTOMER NAME venues throughout the UK. This document describes the services delivered to CUSTOMER NAME by O2 Wifi, and outlines the operational processes and interfaces to be used by both parties to support the operational management and delivery of the services. 2. Glossary of terms ADSL "AP" "Approved Changes" Core Network CPE "Major Incident means the Asymmetric Digital Subscriber Line relating to the service provisioned over the PSTN line; means the access point installed at the relevant Site which is used to connect to the DSL service and propagate the Wi-Fi radio signal; means any changes to the Services that have been agreed pursuant to the Change Control Procedures; means the service delivered to exchanges and Sites excluding the 3G EDGE network; means the Hardware or Assets located at a customer s site which are used to deliver the Services; means an unplanned event or circumstance resulting in an interruption of or inaccessibility to the Services at least 30% of the Sites; "P1 Incident" means a priority one incident. "P2 Incident" means a priority two incident. "P3 Incident" means a priority three incident. "P4 Incident" means a priority four incident. RSSI PSTN means the received signal strength indicator; means the Public Switch Telephone Network required for each Site in order to provide the ADSL connection; "DSL" means a digital subscriber line; "POE" means power over Ethernet; End User any member of the public who connects to the O2 Wifi service "Services" means the O2 Wifi Service and the O2 WAN Service "O2 Wifi Service Desk" "SMTP" means the Service Desk from which the O2 Wifi monitors and maintains the provision of the Services; means Simple Mail Transfer Protocol which is the protocol used to transfer electronic mail from one server to another; "LAN" means local area network; "WAN" means wide area network "O2 Wifi "Third Party" Service" "Venue Portal" MTTR means the free public access element of the Services provided by O2 Wifi. means a dedicated online facility provided and maintained by O2 Wifi means Mean Time To Restore for incident resolution "O2 WAN Service" means a party which is not a contracting party to the MSA or the Statement of Work (or an associated company of a contracting party); means the element of the Services that relates to the O2 WAN Service.

5 3. Service Overview 3.1. Technical Solution Overview Standard Architecture Diagram 3.2. Demarcation of Responsibilities O2 Wifi will manage the following elements of the service: O2 Wifi Core network Network Connectivity o ADSL CPE Router Access Points The O2 Wifi Service Desk will monitor all managed elements of the service delivered to CUSTOMER NAME, and co-ordinate resolution of any issues affecting the managed equipment. 4. Incident Management 4.1. O2 Wifi Responsibilities O2 Wifi will monitor key elements of the service and notify CUSTOMER NAME of any issues impacting availability of the delivered service. O2 Wifi to monitor availability of the delivered service Where O2 Wifi identify a service affecting issue through proactive monitoring, O2 Wifi will notify CUSTOMER NAME through the agreed contact procedure (see section 9) Where CUSTOMER NAME identify an issue with the service and notify O2 Wifi, O2 Wifi will investigate the identified issue

6 4.2. Venue Responsibilities In the event that an incident occurs within the customer infrastructure that would affect the O2 Wifi Managed Service, or the customer identifies a loss of service, then the venue should notify the O2 Wifi Service Desk using the agreed contact procedure (see section 10) Service Monitoring O2 Wifi will proactively monitor the following elements of the service O2 Wifi Core network Network Connectivity o ADSL Network components (Routers, AP s, etc.) Service Availability These services are monitored 24/7, Contact Procedure Proactive Contact Procedure For any proactive incidents, O2 Wifi will issue a case reference number and assign the appropriate priority level. O2 Wifi will aim to carry out diagnostic tests and remedial activities within 15 minutes of identifying a failure. If O2 Wifi are unable to resolve the incident within the 15 minute window they will contact CUSTOMER NAME via to notify them of the incident. The O2 Wifi Service Desk will then contact the CUSTOMER NAME venue to collect information from the venue staff and confirm the information for the appropriate incident/admin task. If the venue cannot be contacted the SLA clock will be stopped awaiting the required information from the venue. In cases where the clock has been stopped, O2 Wifi will notify CUSTOMER NAME who will assist in providing the required information Reactive Contact Procedure For any reactive venue-related O2 Wifi incident, CUSTOMER NAME will contact the O2 Wifi service desk. O2 Wifi will then raise an incident based on the information and assign the appropriate level of priority at which point the SLA clock commences. Should the O2 Wifi Service Desk require further information from the CUSTOMER NAME Venue, the O2 Wifi Service desk will confirm a suitable time to contact the venue. If the venue cannot be contacted the SLA clock will be stopped awaiting the required information from the venue. In cases where the clock has been stopped, O2 Wifi will notify CUSTOMER NAME who will assist in providing the required information Mandatory Information for every incident Contact name Contact number Venue Name Venue Full Address Alternative contact number: (if available) Affecting Number of users impacted (One or Multiple Users) Time of fault Type of fault categories Case Reference (where applicable) Detailed description of issue Troubleshooting completed thus far.

7 4.5. Incident Management Process O2 Wifi will provide a single point of contact for CUSTOMER NAME to raise incidents, change requests and enquiries. O2 Wifi Service Desk will use the Incident Management Process below to deal with incidents. O2 Wifi Service Desk will update CUSTOMER NAME at agreed timescales, based on the severity of the incident. When the incident has been resolved for all priority notifications, the O2 Wifi Service Desk will aim to contact CUSTOMER NAME within one hour to confirm resolution. Details relevant to the reported fault and the actions taken to resolve it will be communicated to CUSTOMER NAME. The below process describes the Reactive and Proactive Incident Management process which is invoked by the O2 Wifi Service Desk Support Team, or by CUSTOMER NAME.

8 4.6. Incident Management Process Flow Diagram

9 Incident Notification (Step 1) Incident notifications can come from two sources: Proactive incidents: Primary Alerts are generated by O2 Wifi Monitoring System (NMS). Reactive incidents: CUSTOMER NAME will report to O2 Wifi as appropriate Raise Incident (Step 2) The O2 Wifi Service Desk is responsible for raising a new Incident ticket on the O2 Wifi Fault Management Tool. The availability of this helpdesk is describes in section 10 of this document. When raising a ticket, all relevant fields on the Incident record in the Fault Management system must be completed to capture the following information: Primary Contact: Venue Address: Venue contact number: (if available) Venue PSTN number if available: Time of fault Type of fault (Fault Categorisation) What time did the issue occur? Which services/systems are affected? What is the number of users affected? What is the impact e.g. total outage or service degradation? Are other business areas/sites affected? Are you aware of any changes being made prior to this issue occurring? Categorisation & Prioritisation (Steps 3 & 4) The O2 Technical Support Desk will make an initial categorisation of the Incident. If the incident is categorised as a Service Request for service realisation, it is handled by the Service Fulfilment Process that may lead to Change Request. For all other incidents, the O2 Technical Support Desk will assign a Priority to the Incident. If the incident Priority is Major Incident, it is handled by the Major Incident Management Process. In all other cases, the incident is handled according to this procedure Initial Diagnosis (Step 5) The O2 Technical Support Desk is responsible for initial diagnosis of the Incident and determining if the incident can be resolved by first-line support or whether functional escalation is required. Functional escalation can be to a 2 nd / 3 rd line technical support, third-party support, or on-site support. The Incident is assigned to the appropriate team and tasks are allocated as required Investigation and Diagnosis (Step 6) The person assigned the Incident (first-line support, 2 nd / 3 rd line technical support, third-party support, or on-site support, as decided by initial diagnosis) will investigate and diagnose the incident Resolution and Recovery (Step 7) The person assigned the Incident (first-line support, 2 nd / 3 rd line technical support, third-party support, or on-site support as decided by initial diagnosis) must resolve the Incident and document the resolution in the Incident record.

10 If the resolution process results in new knowledge being uncovered (e.g. a fix for a common problem that may affect other customers in the future), the Knowledge Management Process should be initiated Incident Closure (Step 8) Once the customer has confirmed Incident resolution, the Incident will be closed. Should CUSTOMER NAME be unresponsive following the restoration of the issue, the O2 Wifi Service Desk will attempt to contact CUSTOMER NAME 3 times prior to resolving and closing the Incident. (The incident will be placed on hold for a maximum period of 5 days, and checked twice a day, before closing the incident) Note: Creation of Lead Incidents It is possible that a single incident may be raised multiple times in the system. This would happen if, for example, a large issue affecting a number of components was identified. This would result in an outage that affects multiple users / Venues, who each raise a separate incident. Or if power to the data centre fails, multiple Venues are affected and each raises a separate incident. When this happens, a Lead Incident will be raised by the O2 Wifi Technical Support Desk. All other reports of that incident will be raised as individual incidents and each one will be associated with the Lead Incident Service Level Agreement (Standard) Type Priority Definition Cover Hours SLA Connectivity Loss of Broadband connectivity to site 8am-6pm Mon-Sat 48 Hours Core Network P1 Major P2 High Loss or degradation of multiple systems or services, with no immediate workaround Degradation of a single service causing a poor experience internally or externally Complete loss of a Datacentre site Any event requiring Business Continuity to be evoked. Over 1000 customers without service. Loss of key services such as DHCP, DNS, RADIUS, etc Hundreds of customers without service. Degraded service for customers Partial loss of the ability to connect where under 1000 customers are impacted 24x7 24x7 6 Hours 12 Hours P3 Moderate Single user issues Minor venue portal issues. General account maintenance 24x7 5 Days Hardware Router, Access Point, Cabling 8am-8pm 24 Hours 4.8. Out of Scope Issues In the event that O2 Wifi identify an issue that relates to an out of scope technical issue (e.g. End User, non-wifi issue) the O2 Wifi Service Desk will refer back to CUSTOMER NAME confirming this is outside the remit of O2 Wifi support. 5. Problem Management O2 Wifi use a problem management process to identify the existence of problems, diagnose the root cause of problems, and put in place a workaround and/or permanent resolution to prevent possible further issues. The Problem Management process involves the analysis of historical data to identify trends in the root cause of incidents. Once a Problem has been identified O2 Wifi will analyse the root cause and identify a workaround and/or permanent resolution to resolve the underlying issue.

11 6. Change Management 6.1. Change Management Objectives The role of the Change Management System is To effectively manage the risk of implementing changes with the goal of protecting the integrity of our customer s experience In other words, we aim to make change seamless by managing and controlling the way that changes are initiated, assessed, planned for, scheduled and implemented. The O2 Wifi Change Management process will: Give guidance and support to Change Requestors on the Change process Ensure that standard methods and procedures are used for efficient and effective handling of all Change requests Ensure that appropriate O2 business and technical areas have given their approval for a Change to proceed Ensure that the impact of a Change is fully understood Identify conflicts and clashes between different Changes, in order to minimise the risk of failed Changes, service impact, implementation costs, and planned outage Minimise loss or disruption to O2 Wifi live services To enable effective communication of Changes, including the service down time, impact and risk to be all impacted customer s and business areas 6.2. Change Definition Service Changes A Service Change is the addition, modification, or removal of an authorised, planned, or supported service and has the potential to affect (degrade or enhance) the quality of service to customers or to expose the live platform to increased levels of risk. Planned works fall into three categories: Planned Works: O2 Wifi will provide, wherever possible, a minimum of 5 working days notification for any works affecting the service. If CUSTOMER NAME is carrying out works that may impact the O2 Wifi service, a change request should be raised for assessment by O2 Wifi Emergency Works: Emergency changes are defined as changes that need to be evaluated, assessed and approved or rejected in a short space of time; For example to resolve a major incident or mitigate significant risk to service (e.g. implementation of a high priority security patch). For emergency changes, O2 Wifi will provide as much advance notice as possible, however due to the criticality of such works it may not always be possible to provide notice prior to implementation of emergency changes. Customer requested works: Where CUSTOMER NAME require a change to be made to the live service, a change request should be raised for assessment by O2 Wifi. O2 Wifi will assess all changes, and notify CUSTOMER NAME of any changes that will impact the service as appropriate depending on the type of change. The change notification will include the following information: Brief description of the change Impacted site(s) Type of impact Data and time of the change O2 Wifi will aim to complete changes during the defined O2 Wifi Change Window (Thursday 00:00 06:00). Customer-originating Service Change requests must be received by O2 Wifi at least 10 working days prior to the requested implementation date. The Service Change request must include a completed

12 Change request template found in Appendix A. O2 Wifi will acknowledge receipt of service change requests within 1 working day Business Changes A Business Change is a new request (potentially chargeable) received from the customer, including requests to modify the service provided by O2 Wifi. (Examples include, new site additions and removals, changes to the SLA s associated with the level of service provided, changes associated with Brand, Marketing and User experience) All Business change requests should be submitted on a completed Business change request template found in Appendix A. 7. Service Reporting 7.1. Report Delivery O2 Wifi will provide monthly customer reports aligned to CUSTOMER NAME by the 10 th working day of each month. The information contained in the reports will be used to present the actual performance, identify service trends and target areas for continuous service improvement. The reports will be split into Operational reports, detailing the performance of the service against service level targets, and User reports, providing detailed information relating to the use of the service Operational (Service Level) Reports Operational Reports will be provided monthly and will include the following: Service Availability Contact report (categorisation of support calls and call reasoning) SLA performance on tickets 7.3. Service Usage Reports In addition to the Operational Reports, O2 Wifi will also provide Usage Reports. These reports will provide CUSTOMER NAME with the following data in relation to wifi usage at the Sites: General Data: number of sessions number of minutes usage data/traffic (MB) number of unique users number of registrations (sign ups to the service as opposed to sign ins) Usage Data: Gender / Age combination Geographical analysis Registrations Device Type

13 8. Service Reviews O2 Wifi and CUSTOMER NAME will review service performance on a monthly basis via audio call, and quarterly through a face to face management review. Typical items to be covered at the service review will include: Review of actions from previous meetings Review of Service Reporting Operational Performance Reporting (Service Level Performance/Service Availability) User Reporting (Service Usage) Service Improvement Plan Review Business Update

14 9. Customer Contacts For reactive incidents, CUSTOMER NAME will report to O2 Wifi as appropriate. For any proactive incidents, O2 Wifi Service Desk will contact CUSTOMER NAME. This will ensure that the relevant investigation/procedure is carried out by the correct escalation contact which will result in a quicker call/problem resolution. address: Tel: 9.1. Customer Escalation Contacts O2 Wifi Service Desk will contact the appropriate Escalation Management path. If the required contact is not available, the next person on the escalation list will be contacted as detailed below. Escalation Level 1 Contact Role Telephone Major Incident Notifications Where O2 Wifi identifies a P1 or P2 incident, O2 Wifi will proactively communicate this issue to the CUSTOMER NAME Service Desk. This communication will be via and phone call to the following address: address: Tel: In addition, O2 Wifi will 7 addresses (table below) for P1 and P2 Major Incident notification. CUSTOMER NAME will manage their own internal communication in the event of a Major Incident. Contact Role Telephone Should the Customer require further individuals added to the communication list, notification will be provided by CUSTOMER NAME Change Management Notifications For Planned works notifications, O2 Wifi will provide notification via to the following addresses:

15 10. O2 Wifi Contacts (Incident and Change) O2 Wifi provides 24/7 365 support. In the event CUSTOMER NAME requires to raise an incident or change request they can contact O2 Wifi on the below telephone number and address. Support Telephone number: address (Incidents): address (Change Requests): Please note: Technical support is provided for CUSTOMER NAME Venue issues only. For End User support refer to section O2 Wifi Escalation Contacts Escalation Level 1 Contact Role Telephone O2 Wifi Service Desk Desk Support 2 Duty Manager Duty Manager 3 Chris Buggie Head of Service & Operations Your O2 Wifi Account Team Sales Manager End User Support O2 Wifi will provide support to end users of the Wifi service. End users should be referred to the online FAQ s and in-store support literature in the first instance. If the user s query cannot be resolved through these self-service options the End User Support Service Desk can be contacted by Telephone. End User Support Service Desk:

16 Appendix A Business change request Change Request template Business Change Change RequestTemplate v2.3.docx RequestTemplate v1.1.docx

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