IP Voice Services(IPVS) Customer Service Plan October 2014 V10, October 2014
1 Introduction... 3 1a Objective of this document... 3 1b Document ownership... 3 1c Document history... 3 2 Other Useful Documents... 3 3 Delivering Your Service (provisioning)... 4 3a The provision process... 4 3b Provisioning Services on our Portals... 4 3c How to escalate... 5 4 Repairing your service... 5 4a The repair process... 5 4b Target Response Times (SLA s)... 6 5 Number Portability How to raise a query and escalate an issue... 6 6 Billing How to raise a query and escalate an issue... 7 7 BTWholesale Systems Issues... 7 8 Customer Premise Equipment (CPE) Through ECATALOGUE... 7 9 Raising a Support Ticket and Major Service Outages (MSOs)... 8 10 Planned Engineering Works (PEWs)... 8 11 High Level Escalations... 9
IPVS Customer Service Plan 1 Introduction 1a Objective of this document The purpose of this Customer Service Plan (CSP) is to set out all the BTW points of contact that support the IPVS proposition. In addition it will also provide assistance and useful information to enable you, our Customer, to work with BTW to provide the best possible service to your end users. The CSP is a live document and as such will be reviewed on a regular basis to maintain its effectiveness. It should be noted that this document does not affect the contractual relationship between BTW and its Customers. 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. The product manager for IPVS is Nicola Lauderdale. She can be contacted on the following email address Nicola.gill@bt.com 1c Document history Version Date Details of change 5.0 10 th January 2014 Updated contact details for the IPVS Service and Billing Teams 6.0 07 th April 2014 Updated contact details for the IPVS Service 7.0 28 th April 2014 Updated information on the HLE team section 9 8.0 1 st September 2014 Updated contact details for the IPVS Service Centre and Number Portability 9.0 7 th October 2014 Updated with contact details 10 14 th October 2014 Updated with BTWholesale Systems contacts 2 Other Useful Documents We have prepared a number of other documents to support this CSP, which are listed below: Document IPVS Product Handbook Description This document can be found on the Support Portal using the following link: http://ipvoicesupport.btwholesale.com Please note you will need a Username and Password for this site. If you do not know this then please contact our Service team. Number Management Porting Guide This document can be found on the Support Portal using the following link: http://ipvoicesupport.btwholesale.com Various Documents There is a whole host of additional supporting collateral, ranging from CPE User guides, to advanced feature guides right through to detailed provisioning journeys. All of these documents can be found on the Support Portal using the
following link: http://ipvoicesupport.btwholesale.com. 3 Delivering Your Service (provisioning) 3a The provision process IPVS Customers are responsible for order placement and management of their end users during the provision of an order, right through to order placement, configuration and in life management. IPVS offers real-time web portals for you to manage orders independently and you should be well versed in the use of these - this was covered at the mandatory training sessions. Likewise our Support Centre has a library of important documents, which you can rebrand, which provides key information on the product and features, If you require additional training then please complete a CRF Modify spread sheet, available from the Support Portal, and submit this as a Priority 4 Ticket. Our helpdesk will then contact you to arrange some suitable training dates. If you do not have access to the Support Portal then please also raise a Priority 4 Ticket requesting access or contact the service Team on 0870 242 7448 (Option 2). 3b Provisioning Services on our Portals The portals that you will have access to under the terms and conditions of IPVS are: Service Provisioning Application (SPA) used to create Customers, Sites and Users Business Portal (BP) used to manage and configure features SDEDS and E-Billing used to access your billing files and view your invoice Support Ticketing System (Support Centre) used to raise tickets and access documents Service Assurance portal used to identify faults on your users lines Number Management Portal used to order new numbers and arrange porting of existing numbers Access details for all the above portals will have been securely provided directly to your provisioning agents, as set out in the original CRF. You can request more users by raising a Priority 4 Ticket onto our Support Centre. Once you are live, our service helpdesk for IPVS will also assist you with any questions or queries relating to the use of these portals. However don t forget that there is a wealth of information available on the Support Centre and we are continually updating this to allow you to resolve your issues quickly. If you are unable to find the answers to your query then please raise a Priority 4 ticket on the Support Centre and our helpdesk team will be happy to deal with this. Our helpdesk is available to help support you with your queries during Business Hours, Monday to Fridays, excluding Bank Holidays, from 08.00 to 18.00. Please use the following contact details: Who to contact Contact details Tel: 0800 032 0131 (Option 4) BTW IPVS Support Centre URL: hostedsupport@bt.com Non-Working Hours* Tel: 0800 032 0131 (Option 4) URL: hostedsupport@bt.com * Priority 1 tickets only
3c How to escalate Where BTW is aware of a problem that may impact service adversely, then the matter will be automatically escalated internally. Alternatively, you may wish to escalate an issue yourself with the Support Centre or your Account Manager if you feel that sufficient progress is not being made. In order to ensure that the correct processes are followed we require you to ensure all faults and issues are logged first with our Support Centre before invoking the escalation process. The following tables detail the escalation chains available to you at date of issue, please note these contacts are all operational Monday-Friday 08.00-18.00, excluding bank holidays. For Non-Working Hours*: please contact IPVS Support Helpdesk on 0800 032 0131 who will be able to deal * Priority 1 tickets only It is important that the contacts below are progressed in order. There is no advantage in skipping straight from Stage 1 to Stages 4 this may only delay a resolution. Stage Who to contact Contact details Stage 1 0800 032 0131 (Option 4) WHC Support Helpdesk hostedsupport@bt.com Stage 2 WHC Support Team Leader (Kaye 0131 300 5143 Harrison) hostedsupport@bt.com Stage 3 0131 300 5369 BTW Operational Manager (Neil Birchall) neil.birchall@bt.com Stage 4 BTW Senior Operational Manager (Dave 0131 300 5396 Goodale) david.goodale@bt.com Stage 5 BTW GM In Life Service Management 0161 371 5310 (Anthony Stephens) anthony.stephens@bt.com 4 Repairing your service 4a The repair process When there is a fault, you are responsible for the initial diagnostics using the set of diagnostic tools that we provide for IPVS. Supporting documentation can be gathered from the support portal using the following URL - http://ipvoicesupport.btwholesale.com Using your service assurance tool at https://serviceassurance.yourservices.co.uk/#utrack Once you have run the initial diagnostics, our online Support Centre Portal provides a variety of technical documentation and FAQs to answer common faults and we update the knowledge base regularly. In the first instance you should refer to guidance information in Logging a Support Ticket http://ipvoicesupport.btwholesale.com/index.php?_m=downloads&_a=viewdownload&downloaditemid =49&nav=0,57 You may be asked to use the tools provided to resolve the issue, or to report the fault. https://serviceassurance.yourservices.co.uk/#utrack If our tools or documents ask you to contact the repair team, the details are below. Working hours: Monday to Friday 08:00-18:00 Outside normal working hours*: Contact 0800 032 0131 (Option 4) * Priority 1 tickets only
Who to contact BTW IPVS Support Centre Contact details Tel: 0800 032 0131 (Option 4) Email: hostedsupport@bt.com 4b Target Response Times (SLA s) Standard Service Level Agreements (SLAs) for fault report times are defined below. Type Target Response Time (maximum) Target Restoration Time (maximum) Priority 1 Critical <2 hours (clock) <4 hours (clock) 24x7x365 Measurement Period Priority 2 Major <4 hours (working) <8 hours (working) Mon Fri 08.00 18.00 excluding Bank Holidays Priority 3 Minor <8 hours (working) <24 hours (working) Mon Fri 08.00 18.00 excluding Bank Holidays Priority 4 Informational 5 working days n/a Mon Fri 08.00 18.00 excluding Bank Holidays If you are having problems reporting or progressing a fault, you can escalate through the escalation stages in section 9 of this document 5 Number Portability How to raise a query and escalate an issue If you want to raise a query please contact Number Porting Helpdesk on 0800 077 8247 (Option 1), who will be able to deal. Opening hours are Monday-Friday 08.00-18.00, excluding bank holidays. If you are having problems reporting or progressing your porting issue, you can escalate through the escalation stages outlined below. Please note, it is important that the contacts below are progressed in order, as skipping stages may delay any resolution. Stage Who to contact Contact details Stage 1 Number Porting Service Team 0800 077 8247 Option 1 wolverhamptonnumberportability@bt.com Stage 2 Number Porting Service Manager (Import) - Jazz Aulakh 07435 661 324 jas.aulakh@bt.com Number Porting Service Manager (Export) - Jat Kapur 07703 106 282 jat.kapur@bt.com Stage 3 Number Porting Senior Service Manager 0113 382 8555 Brian Sullivan brian.a.sullivan@bt.com Stage 4 Number Porting GM Service Operations - 0208 633 1040 Olwen Hill olwen.hill@bt.com Stage 5 07425 630 550 Director Service Operations - Mike Cook mike.w.cook@bt.com
6 Billing How to raise a query and escalate an issue Customers are encouraged to self-serve in order view and query your bills. To register to view your bills online, please click here. Once you have registered with our billing tools, you will be assigned a billing manager. If you want to raise a query 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 Query Management Team (QMT) at btwholesalebilling@bt.com. Activity Name/Team Contact Details Stage 1 Stage 2 Stage 3 Stage 4 Managed Enquiries Billing Team BT Group Billing Managed Enquiries Team Manager - Matthew Boyle BT Group Billing Managed Enquiries Site Manager - Dianne O Dean Head of BT Billing Managed Enquiries Dave Kidd Tel: 0800 218 2032 Email: btwholesalebilling@bt.com. Tel: 013244 56754 Email: matthew.2.boyle@bt.com. Tel: 013244 56752 Email: dianne.odean@bt.com. Tel: 07802 795781 Email: david.kidd@bt.com 7 BTWholesale Systems Issues If you are having trouble with the BTWholesale portals and want to raise any query or issue, please use; https://www.btwholesale.com/pages/cmsjsps/contact/contact.jsp 8 Customer Premise Equipment (CPE) Through ECATALOGUE We have a carefully selected range of CPE for our customers. This includes IP phones which have been pre-configured to work with IPVS. Customers can order IPVS CPE through ecatalogue. Customers can register for ecatalogue free at www.btecatalogue.com. We will provide support via the IPVS Support Ticketing System if you have any issues with CPE purchased from ecatalogue. Our Support Ticketing System contains common CPE FAQs. Customers can also submit queries from ecatalogue. Unfortunately, we cannot provide support for CPE purchased elsewhere.
9 Raising a Support Ticket and Major Service Outages (MSOs) When raising a ticket on the Support Ticketing System you will be required to input the Priority level of the fault. This will help prioritise faults which require urgent attention. The levels are as follows: Priority Number Priority 1 Priority Type Critical Outage Details Problems that are severely affecting call processing service, traffic, and require immediate corrective action - (24x7) - Call processing is down for a larger group of reseller s users (>10% of users on the entire Customers network but not less than 100 users) when not caused by end user access connectivity or configuration issues - Mission critical operation of service are severely impacted and there is no workaround - Emergency calls (999/112) are not reliably working Target response time is less than 2 hours for a verbal response backed up, where possible, via a written response on the Support Ticketing System. Priority 2 Major Impact Problems that cause serious affect to system operation, maintenance and administration, and which require immediate attention. The urgency is less than in critical situations because of a lesser effect on system performance. - There are call processing issues with a small group of users (<10% of users or less than 100 users) that is not caused by end user connectivity - System performance or administration of service is degraded - There is no reasonable workaround Priority 3 Minor Impact Problems do not significantly impair the functioning of the system and do not significantly affect the service to Customers. There is a reasonable workaround Priority 4 Informational This Priority is restricted to How To. Questions and therefore handled as non-service impacting BTW shall aim to provide a solution within the above target timeframes. For Priority 1, Critical Outage and Priority 2, Major Impact issues, BTW will aim to provide a temporary solution to fix the fault with the Service whilst a permanent solution is developed. Please note BTW reserve the right to re-grade any issues which have been input on the ticketing system under the incorrect category. 10 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, or in some cases no notice, to maintain the integrity of our network and or service.
11 High Level Escalations We recognise that sometimes, the normal escalation path (as detailed in this customer service plan) just isn't able to sort out the issues that are really hurting your business. At these times, and when it really matters, the High level Escalation team are there for you...24 hours a day 7 days a week. They can help resolve issues that are damaging your business's reputation (or that of your customer's business) or issues that are causing financial loss. As well as providing a super-fast response to issues affecting the UK's 'blue-light' emergency services. The HLE Team handle every product in the BT Wholesale Portfolio and can be contacted 24 hours a day, 365 days a year, on 01977 591142 or by email to:btw.hle@bt.com Once they have your escalation and have confirmed it meets the criteria set, they'll own it until it's resolved, liaising with the relevant service/delivery teams who manage your product, driving the resolution of your problem, and giving you regular updates (because we know that's important to you and your customers when something goes wrong). End of Document
Email clientreception@bt.com or call 0800 671 045 www.btwholesale.com