Hosted Contact Centre (HCC) Customer Service Plan December 2014
1. Introduction The purpose of this Customer Service Plan (CSP) is to set out the agreed day to day working practices between BT Wholesale and the Customer of the BT Wholesale Hosted Contact Centre product. In addition it will provide assistance and useful information to enable you, our customer, to work with us to provide the best possible service to your end users. For clarity on the support processes in place for HCC please refer to the product handbook and/or your account manager for further details. In this CSP, we have used the terms we meaning BTW, who you have contracted with for this service, and you meaning you our Customer. The CSP is intended to be a live document and as such will be reviewed on a regular basis to maintain its effectiveness. 2. Document Ownership BT has overall ownership of this document and changes can only be made by BT. All additions and amendments will be authorised jointly by the CRM rep and the Customer representative(s) via the appropriate forums in agreement with BTW Product Line. Description of change Issue Date Released Version Issue 1.0 17/9/14 Updated service contacts Issue 2.0 17/12/14
3. HCC Support Process Overview The main day to day contact for non-support related queries or queries on other products will be your BT Account Manager. If you are unsure of your Account Manager you can contact on customer reception desk on 0800 671 045. An example of typical queries that should go to your Account Manager are: General Product Enquires on HCC and other BT products Request for detail on products that you would like to see on HCC Support on HCC bids Queries on HCC pricing HCC does not offer an end user helpdesk so support for end users will need to be managed via your own helpdesk, referred to as 1st Line Support. We will then provide a specialist 2nd Line Support Helpdesk (Support Centre) via online ticket system (or exceptionally by telephone for major failures) to support you between business hours of 8.00am 6.00pm, Monday to Friday. Outside of these hours all tickets or calls will fall back to our emergency 24/7 helpdesk who will assist you if we have a major network failure, referred to as a Severity 1 fault. If this is not deemed as a major failure then the ticket will be dealt with during normal business hours the following business day. 3.1 Contacting Support All support requests should be placed to BT Wholesale by the customers nominated support contacts, using the BT Wholesale Voice Products Ordering and Support System which is accessible via www.btwholesale.com The function of the Support System will be to receive, manage and report provisioning system/faults and queries for HCC. Before you raise any faults you will need to insure a number of checks have been carried out prior to logging the fault. This was covered in the Technical Support training that representatives from your company have attended as part of the customer establishment process for HCC Activity Name/Team Responsibility Contact Details Placing orders Provision helpdesk Team Member Tel 08000320131 Option 3 hostedprovision@bt.com Fault Reports Support Helpdesk Team Member Tel: 08000320131 Option 3 hostedsupport@bt.com
3.2 HCC support- where do the responsibilities lie? BT WHOLESALE HCC Software & Voice Connectivity BT Wholesale will not deal with any raised support issues where the issue lies with End User on site equipment or configuration. 3.2.1 FIRST LINE SUPPORT End User and/or Reseller Basic HCC provisioning assistance Basic feature or software setup questions Any phone and router diagnostics Any hardware configuration support Collect and track information on issues raised by end user to identify training requirements Resolve issues or discuss with operations to provide workaround Provide issue details and data to 2 nd line support as required. 3.2.2 SECOND LINE SUPPORT BT Wholesale responsibility Advanced HCC provisioning assistance Advanced feature and software configuration questions Maintain voice connectivity and call routing channels Advanced feature support Collect all information from first level support pertaining to change requests Resolve issues or provide information relating to workarounds Troubleshoot issues and assess whether isolated or service affecting Pass customer and problem information to 3rd line support 4. Billing Support For all billing enquiries please contact the BT billing point of contact as detailed on your Invoice. Alternatively you can contact them on the number below and please remember to quote the invoice number and tell them that that this is an HCC query. Activity: HCC Billing Support BT Wholesale Billing Customer Management (FCM) team Name/Team Team Member Contact Details Email: btwholesalebilling@bt.com Tel : 0208 666 2545
5. Fault Management Service Levels & Targets. HCC Severity / Priority Levels The following will be BT Wholesale commitments for issue resolution assuming that the issue falls within the Support Demarcation Boundary. Priority 1, Critical Outage Problems that severely affect call processing service, traffic and require immediate corrective action (24x7) such as; 100% of users cannot access HCC Agent Toolbar 100% of users cannot connect to HCC voice servers No inbound calls can be placed into HCC Workflows or Campaign Queues No outbound calls can be made from the HCC system Priority 2, Major Impact Problems that cause conditions that significantly affect system operation, maintenance, and administration and 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 majority group of users (<60% of users) The system performance is degraded 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 service to customers. Individual agent issues Problem is non-critical or not service affecting There is a reasonable workaround Priority 4, Informational Information needed concerning HCC product capabilities, advice or basic configuration. This Priority is restricted to How to. Questions and therefore handled as nonservice-impacting. Usability issue, documentation problem There is an easy workaround or no workaround is required Configuration issues
6. Escalations Provision Escalations Where BTW are aware of a problem that may impact your service adversely, then you will automatically be informed of the issue and the issue will be escalated internally. If you a provisioning issue that you feel is not being dealt with sufficiently, you may want to escalate this into the support helpdesk. Activity Team Responsibility Contact Details 1st Escalation WHC In Life Provision support Team Member Tel: 0800 032 0131 Option 3 (Option 1) Email: hosted.provision@bt.com 2nd Escalation WHC In Life Provision support Chas Sandhi Tel: 0800 032 0131 Option 3 (Option 1) Email: hosted.provision@bt.com 3rd Escalation BTW Service Manager Jat Kapur Tel: 07703 106282 E Mail: jat.kapur@bt.com BTW Senior Tel: 0113 382 8555 4 th Escalation Service Brian Sullivan Email: Manager brian.sullivan@bt.com 5 th Escalation GM Service Operations Olwen Hill Tel: 020 8633 1040 Email: olwen.hill@bt.com It is important for both sides that the above contact chain is progressed in order, and that reasonable time is given before the next stage is contacted
Service Escalations Where BT is aware of a problem that may impact service adversely, then the matter will automatically be escalated internally. Alternatively, you may wish to escalate an issue yourself with the Support Centre if you feel that sufficient progress is not being made. However in order to ensure that the correct processes are followed it is advisable that 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 0800-1800, excluding bank holidays. Activity Name/Team Responsibility Contact Details Placing orders Provision helpdesk Team Member Tel 08000320131 Option 3 hostedprovision@bt.com Fault Reports Support Helpdesk Team Member Tel: 08000320131 Option 3 hostedsupport@bt.com Fault Escalation Stage 2 Fault Escalation Stage 3 Fault Escalation Stage 4 Fault Escalation Stage 5 Kay Harrison Team member +441313005143 kaye.harrison@bt.com Neil Birchall Team manager 01313005396 neil.birchall@bt.com Dave Goodale Team manager 01313005396 david.goodale@bt.com Antony Stephens Team manager +44 161 3715310 antony.stephens@bt.com It is important that the above contacts are progressed through in order. There is no advantage in skipping levels.
7. Definitions Response: The time from creation of a ticket until contacted by BT Wholesale Restoration: The time from creation of ticket until BT Wholesale have your service restored. If the problem cannot be immediately resolved, BT Wholesale may provide a work around until the problem can be fully resolved. Resolution: The time from the creation of a ticket until BT Wholesale have a full fix to the issue Target Times Level Category Response Restoration Resolution Measurement Period Priority 1 Critical <1 hour <4 hours <24 hours 24 x 7 x 365 Priority 2 Major <4 hours <8 hours <7 days Mon - Fri 0800 : 1800 Priority 3 Minor <1 day <2 working days <30 days Mon - Fri 0800 : 1800 Priority 4 Informational <5 days n/a As needed Mon - Fri 0800 : 1800 BT shall aim to provide a solution within the above target timeframes. For Priority 1, Critical Outage and Priority 2, Major Impact issues, BT will aim to provide a temporary solution to temporarily fix the fault with the Service while a permanent solution is developed The parties may agree that Priority 1 issues may be downgraded to Priority 2, and Priority 2 issues may be downgraded to Priority 3, following the application of a temporary solution To meet these goals, BT may require that the affected End User s personnel be onsite and that remote access to the Service, or affected product or system be available to allow remote diagnostics and maintenance The Service Levels shall only apply to faults traced to the BT Service platform only and not to customer CPE and customer network connectivity related faults It is technically impracticable to provide a fault free Service and BT does not undertake to do so