Client Guide Information for new clients outlining service delivery, network operations support, client portal usage and billing

Transcription

1 Client Guide Information for new clients outlining service delivery, network operations support, client portal usage and billing August, 2014

2 Table of Contents Click on the title or page number to navigate directly to that entry. Introduction to your GTT Service Creating a Client Account 2 Your Account Executive 2 Service Delivery Process GTT Service Delivery Team Overview Service Delivery Steps Service Delivery Escalation List 5 GTT Network Operations Center (NOC) Support Overview 6 Fault Reporting Details 7 Ticket Types, Definitions and Response Times 9 Escalations 9 Trouble Reporting and Management Process 10 Service Upgrade/Out of Term Procedure 11 Terminations 11 Billing Billing Overview 12 Invoices and Payment 12 Requests for an SLA credit for outages 12 GTT Invoice Overview 1 GTT Client Portal Overview 16 Create a Client Account 16 Access Client Portal 16 Client Portal Homepage 17 View Your Port Usage 17 Screen of Your Port Usage 18 To Request Quotes for New Service 19 To View New Orders or Change Orders 20 Disconnects 20 Tickets 21 Looking Glass 22 Billing 2 Admin 24 1

3 Introduction to your GTT Service Thank you for choosing GTT as your network service provider. Included in this client guide is important information regarding your service. Creating a Client Account Once you begin service with GTT, we advise you to create a client account on the GTT client portal. Your Account Executive can establish login credentials for you to create your account. The benefits of creating a client account are to: obtain the contact information of your Account Executive View your inventory of services Request quotes for new service Assess the status of service invoices submit trouble tickets and view their status submit IP request View port usage View network status, order status and trouble ticket status Review current and past invoices Submit a billing inquiry Your Account Executive Your Account Executive is your single point of contact and is committed to providing you with superior service. Please do not hesitate to contact them with questions or concerns you have with any aspect of your GTT service or support. This includes: Requesting login credentials to establish a client account on the client portal Providing service quotes Pre-sales technical support facilitating communications between Service Delivery, Network Operations Center Support and Billing Managing supplier relations Handling moves, adds or changes to service Contact information for your Account Executive can be found on your Service Order Form and on the client portal found on our website 2

4 Service Delivery Process GTT Service Delivery Team Overview GTT s Service Delivery team is responsible for implementing your ordered client services. For contact information on your assigned Project Manager, refer to your Order Acknowledgment Letter. The main goals of Service Delivery are to: Confirm your order design, service type and service location(s) Confirm key technical requirements Provide proactive client communication at key provisioning milestones escalate aggressively with carriers overcome installation obstacles Rapidly hand over completed services Above all, manage your expectations Prior to starting the implementation process, the Technical Provisioning document must be fully completed so the service delivery team has the required information to provision your service. Service Delivery Steps Step 1: Processed After gathering all technical specifications and order requirements, your GTT Account Executive releases the order to the Service Delivery team Step 2: Assigned Your assigned team member will: Review order details with the client provisioning contact (LCONs, hand-off type, extended DEMARC information, LOA/CFA, IP, BGP requirements, etc.) Confirms each party s responsibilities client cross-connects, GTT hand-off points, etc. Hold internal kickoff call with Sales and Sales Support Submit applicable order(s) to GTT vendors for off-net components Send an Order Acknowledgment letter indicating order acceptance and confirming the order has moved into provisioning. Letter includes GTT service ID and primary contact details

5 Step : In Provisioning Internal Engineering tickets initiated for port assignments, circuit build and configurations as applicable Coordinates rd party remote hands work as required tracks off net orders with vendors Assigns an overall GTT Firm Order Commitment (FOC) date and sends out your GTT FOC letter sends LOA/CFA or DLR documents to your assigned technical contact for client provided cross-connect or network extensions Coordinates shipment and installation of any needed Client Premises Equipment to your end locations as applicable On the FOC date: Verifies that GTT and off net vendor(s) have successfully tested to the GTT provided handoffs Provides DEMARC information and local circuit IDs as applicable Gathers contact details for both vendors and client tester/maintenance techs Step 4: Test and Turn Up In preparation for your Test and Turn Up: Coordinates end-to-end testing with client, GTT Engineering, and any rd party vendors Ensures that your services are correctly implemented: deployment of Client Premises Equipment, VLAN tagging, QinQ tunneling, etc. if client is not ready once service is deemed as completed, the order is moved to the next step. Client can schedule a follow-up test and turn up with 48 hr. notice. Step 5: Start of Service (SoS) GTT sends Start of Service letter Provides circuit IDs and DEMARC information indicates the Invoice Bill Start date Provides a Client Survey hyperlink to obtain your feedback 4

6 Service Delivery Escalation List Should you experience implementation issues that need resolution, please follow the escalation table below: North America Name and Title Contact Information 1 Assigned Project Manager Found on Order Acknowledgment Letter 2 Manager, Service Delivery US Kari Sorensen [email protected] office mobile Manager, Circuit Engineering Andrew Cannova [email protected] office mobile 4 VP, Customer Operations Dennis Collins [email protected] office mobile 5 EVP, Americas Layne Levine [email protected] office mobile EMEA/APAC Name and Title Contact Information 1 Assigned Project Manager Found on Order Acknowledgment Letter 2 Manager, EMEA/APAC Delivery Andreas Niehoff [email protected] office mobile Head of Project Management (EMEA/APAC) Simon Curtis-Ells [email protected] +44 (0) office +44 (0) mobile 4 Managing Director, EMEA/APAC Andy (AJ) Johnson [email protected] +44 (0) office 5

7 GTT Network Operations Center (NOC) Support Overview The global NOC is staffed with network technicians and engineers whose primary responsibilities are to proactively monitor the network ensuring it remains healthy and secure from internal or external threats as well as minimizing any irregularities. On a daily basis our NOC proactively: Monitors operations of all backbone links and network devices ensures continuous operation of our support servers and services Provides technical support to clients troubleshoots all network-related problems For any technical service issues, performance degradations or outages, contact the NOC to report the trouble using the contact information below. GTT NOC Contacts and Escalation List Lvl Contact Details Telephone 1st Technician handling your issue Italy only [email protected] UK and rest of the world USA & Canada (toll-free) (toll-free) nd Supervisor/Duty Manager Request Escalation from INOC for On-Call Duty Manager (OCDM) [email protected] 6

8 GTT NOC Contacts and Escalation List (cont.) Lvl Contact Details Telephone rd Supervisor/Duty Request Escalation from Manager INOC for On-Call Duty Manager (OCDM) 4th Senior Director of Global Justin Raymond Network Operations th SVP Global Engineering and Operations Bob Burris Fault Reporting Details When a fault is created, our trouble ticketing system will automatically: Generate a unique ticket ID (example: GTT TT# [124]) Send an with your Ticket # to the originator or default contact details we have on record. When reporting a fault, please contact the NOC and provide as much information as possible, including: GTT Circuit ID(s) or PON number(s) Client Name Client contact details time of occurrence A brief description of the problem including any known details on: trace Routes Ping Tests ip addresses/source and Destination, when available evidence of packet loss or latency Router logs 7

9 Post-installation Issues: If you experience any of the following post-installation issues, please contact the NOC or and provide the requested information below: Reverse DNS request (pointer record [PTR]) Please provide the IP and the fully-qualified domain name (FQDN) to associate with it. Border Gateway Protocol (BGP) route additions Please provide: neighbor IP ASN (Autonomous System Number) IP Prefix to add High Latency and/or Packet Loss Please provide: serial Interface IP trace routes/reverse when possible Interface errors (if any are shown) start time of the problem identify if the problem is sporadic or continuous throughout the day specify whether the problem is happening at the current time interface Errors Please provide: type of device duplex settings on the client side start time of the problem Advise if the client tried to change ports or optics bgp Flapping Please provide: neighbor IP ASN (Autonomous System Number) start time of the problem identify if there is packet loss, latency or interface errors To get cage access (colocation clients only) Please provide: location Cage or rack # names of visitors time of visit NOTE: To request additional IPs or VLANs IDs, contact your Account Executive or [email protected]. 8

10 Ticket Types, Definitions and Response Times GTT NOC tickets are categorized into the following types and severity conditions: Severity Definition Example Response Restore P1 Single client 1 hour 4 hours or less outage/severe P2 P Degradation Core network event with minor degradation Single client service degradation Informational and changes Client circuit down or unusable due to degradation or loss of 40 Gbps+ of backbone capacity on any given span Packet loss and latency BGP filter updates General information request 4 hours or less 12 hours or less 12 hours or less Trouble Tickets (All Priorities) Maintenance Tickets Type Notification Period Maintenance Window Planned Minimum 10 business days M F 2:00 6:00 local time* advance notice Emergency Under 10 business days advance notice M F 2:00 6:00 local time* Urgent demand maintenance may require work outside of normal time window Please call the NOC anytime after the maintenance window to verify if maintenance was completed (please provide GTT ticket number). To reschedule a Maintenance notification, contact [email protected] or call the NOC. *Local time is defined as the time zone in which the maintenance activity is taking place. Escalations Timeframes All Critical Faults (Severity: P1) are managed as follows. The GTT NOC will proactively escalate faults using the intervals below. If you wish to speak with the escalation contacts listed below, please call the NOC. 9

11 Contacts GTT NOC Contact Details Lvl Contact Details P1 P2 1st 2nd rd 4th 5th Technician handling your issue Supervisor/Duty Manager Supervisor/Duty Manager Senior Director of Global Network Operations SVP Global Engineering and Operations Event +2 hrs Event +4 hrs Event +6 hrs Event +8 hrs Event +10 hrs Event + hrs Event +6 hrs Event +9 hrs Event +12 hours Event +15 hrs Corrective Actions and Follow-Up Tickets If any material issues arise while resolving a client fault (issues with circuit design, network performance, insufficient supplier troubleshooting support, etc.), the NOC will: flag internal corrective actions and take immediate corrective action, when possible document larger issues and consult with all relevant internal teams to solve going forward escalate to GTT s Executive Leadership Team to address with our Suppliers Trouble Reporting and Management Process Managed Networks the GTT International NOC will proactively monitor all Managed Client Networks and log fault tickets when we see alarms on these networks. The GTT NOC will: update P1 Tickets Hourly unless otherwise agreed with client log a ticket and investigate all alarms on the network notify the client of any issues within 5 minutes of a network alarm being seen investigate the issue with the supplier responsible until the issue is resolved engage the client in troubleshooting if there is a potential issue with the client s equipment. If the client is unavailable, then the GTT NOC will suspend the trouble ticket until the client is available. Unmonitored Networks Clients should report all faults for unmonitored services to the NOC once the client has completed initial checks on their equipment. 10

12 Service Upgrade/Out of Term Procedure Clients wishing to renew their out of term services or upgrade existing services must contact their assigned GTT Account Executive, or send an to Terminations In the event you wish to cancel your service or part of your service, please send an to with following information: GTT Circuit ID(s) or PON number(s) Reason for Disconnect date to be disconnected Point of contact for the Disconnect request Reason For Outage (RFO) Requests (All Priorities) To submit a request for a Reason for Outage (RFO), please contact the NOC or us at [email protected]. Please provide the following: GTT Circuit ID, Time of outage and GTT ticket number. the NOC will provide verbal or -based RFOs for all resolved P1 and P2 trouble tickets. the NOC will provide full written RFOs upon request for all P1 trouble tickets and for any outage over 15 minutes in: 5 7 business days for on-net services 7 10 business days for services that include rd party network extensions This excludes outages reported after the incident (i.e., Historic Outage) Change Requests If you would like to submit a service change request, please contact your Account Executive or at [email protected]. Please provide the GTT Circuit ID, IP range to be added and ASN of the range RDNS requests Please provide GTT Circuit ID and New PTR (point record) to be added Usage Request New IP allocation IPv6 requests 11

13 Billing Billing Overview The GTT billing department is responsible for all client-related transactions including: Correcting and updating billing information Processing and sending invoices Assessing SLA credits for outages Processing and resolving disputes Applying payments and issuing refunds Providing information regarding billing Billing Inquiries For billing inquiries, call the phone number listed on your invoice, send an inquiry through the client portal, or send an to Be prepared to provide the following information: Client Account Number GTT circuit ID/PON number Contact Name Contact Information (phone and ) summary of the reason you are contacting billing Invoices and Payment All invoices are sent via unless specifically stated in your MSA. Invoices are typically sent the first of the month. Payments can be made via wire or check. Please see your invoice for remittance information. If you have created a client account on the GTT client portal, you can view your current or past 6 months of invoices in the portal. Requests for an SLA credit for outages Requests should be made to [email protected]. Please include the following information in your Client Account Number GTT circuit ID/PON number GTT RFO ticket number 12

14 GTT Invoice Overview Sample Invoice 1 Invoice EU-PSINV Global Telecom & Technology - EMEA Ltd. 9th Floor 5 Fleet Place London, EC4M 7RD United Kingdom 2 ACME, Incorporated Jane Doe Accounts Payable 800 Parkview Drive Suite 225 Any City, WA VAT Registration No. GB Phone No. +44 (0) Fax No. +44 (0) Billing Queries [email protected] Service Outage [email protected] Disconnects [email protected] Invoice Date 04/01/12 Due Date 05/01/12 Customer Account No. EU-CUST Customer VAT Registration US Page Remit To: Bank Name: Address: Account: Routing #: Global Telecom & Technology - EMEA Ltd. National Westminster Bank Plc National Westminster Bank Plc, Premier Place Devonshire Square London, UK NWBKGB2L Previous Balance $ 0.00 Current Charges: Total MRC $ 4,5.48 Total NRC $ 1, Total Burstable $ 2, Total Pass Through $ 0.00 Total ETL $ 0.00 Total Misc $ 0.00 Total SLA Rebate $ BIC: NWBKGB2L Total Rem Access $ 0.00 Sort Code: IBAN: GB61NWBK Taxes/Surcharges: VAT 20% $ 1, Total Current Charges $ 9, Exchange Rate: 1.00 USD = Amount Due (USD) $ 9, GTT Invoice Number & Address 2 Client Name, Address Remittance Information for making payments 4 If applicable, exchange rates will be listed here 5 GTT VAT No. and Contact Information 6 Invoice Date, Due Date, Client Account Number & VAT No. 7 Previous Balance on account (excluding current charges) 8 Summary of current charges listed by type of charge 9 Summary of all applicable taxes/surcharges 10 Total current charges on this invoice 11 Total balance on account as of the date of this invoice (including previous balance and current charges) 1

15 Sample Invoice Detailed Charges 12 Invoice EU-PSINV Order No. Circuit ID Cust. PO # A-End Z-End Details Service Period Amount GI/DIA FASTE/ ZURICH, CH LONDON, UK NRC 0/10/2012 $ GI/DIA FASTE/ ZURICH, CH LONDON, UK MRC 0/10/2012-0/1/2012 $ GI/DIA FASTE/ ZURICH, CH LONDON, UK MRC 04/01/ /0/2012 $ GI/DIA FASTE/ ZURICH, CH LONDON, UK Burst Usage 04/01/ /0/2012 $ GI/DIA FASTE/ ZURICH, CH LONDON, UK MRC 05/01/ /1/2012 $ Invoice Number GTT Invoice Number 1 Oorder Number references your signed service order agreement 14Circuit ID your unique circuit identifier please reference this ID or the GTT order number when inquiring about a specific service 15 Client PO # your internal (Purchase Order) number. Please provide this information to GTT and we will ensure it appears on subsequent invoices 16 A End originating Service location 17Z End terminating Service location 18 Ddetails specific type of charge 19Service Period the time period for which you are being charged 20 Aamount charges billed per service Page 2 14

16 Sample Invoice Burst Detail (Included on monthly invoice when applicable) Invoice EU-PSINV Burst Detail Order No. Circuit ID Cust. PO # Details Commit (Mb) Rate 21 2 Total Usage (Mb) Burst (Mb) Service Period Amount GI/DIA FASTE/ Burst Usage 8.00 $ /01/ /0/2012 $ Commit (Mb) lists the monthly minimum commitment in Mbps per service 22 Rrate lists the Mbps rate that will be charged for burst usage 2 total Usage (Mb) lists total usage per service for the specified period in Mbps per service 24Burst (Mb) lists the burst usage per service for the specified period in Mbps per service Calculation = (Total Usage [MB] Commit [MB]) 25 Aamount lists the charges for burst usage Calculation = (Total Usage [MB] * Rate) Page 15

17 GTT Client Portal Overview The GTT Client Portal is a proprietary system giving you round-the-clock access for: Monitoring your service performance simplifying quoting and ordering Real time reporting of port usage and network status opening and tracking trouble tickets Accessing your Account Executive name and contact information Viewing current and past invoices and sending billing inquiries Create a Client Account To create a client account, you need to request login credentials from your Account Executive. Access Client Portal After you receive login credentials from your Account Executive, you can login to the client portal through the company s website: gtt.net. Login Here 16

18 Client Portal Homepage On the client portal homepage you can see your active services, Account Executive name and Network Operations Center phone numbers. List of Active Services Account Executive name and contact information appears on every page NOC information appears on every page View Your Port Usage Click Services to open its dropdown menu, then click Port Usage to go to that screen To view other port usage 17 4

19 Screen of Your Port Usage GTT Client Guide Client can click on tag and include their own note to identify the service The first usage chart shown corresponds with the first service listed Specify the timeframe to view usage 18

20 To Request Quotes for New Service Under Quotes, click Request a quote Complete the submission form which is ed to your Account Executive

21 To View New Orders or Change Orders Under Orders, click New Orders or Change Orders Disconnects Pending Complete Create new Under Disconnects, click Pending View of Pending Disconnect Screen 20

22 Tickets Open Closed Create New Ticket Report Under Tickets, click List Open Screen of Open Tickets 21

23 Looking Glass To Access the Looking Glass Tool Click Looking Glass 22

24 Billing Disputes Current and Past Invoices How to Read your Invoices Submit Billing Inquiry This screen will list all current invoices and 6 months of past invoices. Click to view invoices Click to submit a billing inquiry 2

25 Admin Set up Your Account List Contacts Add Contact Set up your contact screen. Under Admin, click Add Contact 24