Customer Service Plan Wholesale SIP Trunking October 2014
Confidentiality All information in this document is provided in confidence as per the terms and conditions of Wholesale SIP Trunking (WSIPT) and shall not be published or disclosed wholly or in part to any other party without BT s prior permission in writing. These obligations shall not apply to information which is published or becomes known legitimately from some source other than BT. Version Control This document is controlled and issued by the BT Wholesale (BTW) Service Management Team. Please ensure that you have the latest version of this document which can be downloaded from BTWholesale.com. Description of change Issue Date Document created V1 10/08/2013 Updated with new contact details V2 07/10/2014 Updated with Systems Helpdesk contacts and updated into new format V3 14/10/2014
Contents Introduction... 4 Overview... 4 Useful Documents... 4 Audience... 4 Delivering Service L2C and T2R... 5 WSIPT Support Process Overview... 6 Support Overview... 6 WSIPT Services Helpdesk... 7 Service Escalations... 8 Number Porting Escalations... 9 New Number Allocation... 9 Billing Issues... 10 BT Wholesale Systems Issues... 10 Fault Severity Levels... 11 Service Severity Levels... 11 Service Level Definitions... 13 Complaint Handling... 15 Operational Complaints... 15 High Level Complaints... 15 High Level Escalations... 15
Introduction The following document describes how we will support the delivery and provide in-life support for Wholesale SIP Trunking (WSIPT) Overview This document will outline the day to day contact strategy into BTW to support and assist you in the provisioning and management of your WSIPT Service Offering, and for any faults or issues following service provision. The responsibility for placing orders, modifying orders and ceasing orders is your responsibility as a CP. Likewise, raising faults and queries, using our systems and keeping your end users updated are your responsibility. This document is intended to be a live document and as such will be reviewed on a regular basis to maintain its effectiveness. Useful Documents We have prepared a number of useful documents to support you in both the provision and repair of your WSIPT Service Offering. These can be found on BTWholesale.com, within the WSIPT Document Centre. Audience This document is intended for your Product/ Proposition Managers and Customer helpdesks.
Delivering Service L2C and T2R Customers of WSIPT are responsible for order placement and updating their end users during the provision of the order, right through to order completion. The training sessions that you have undertaken will have guided you through this process and demonstrated how to use the portals. The systems/ portals that you have access to under the terms and conditions of WSIPT; BTWholesale.com for provisioning orders and placing trouble tickets. Select My Applications and then BTWholesale Voice Products and Ordering System to access options (see below diagram) SDEDs and E-Billing: used to access your billing files and view your invoices Once you are live, our support centre will be able to assist you with any questions or queries relating to service creation and set-up. If you do have a How To question, then please raise a severity 4 tickets via the portal, which will deal with these types of queries. Details on severity levels are provided in Service Level Definitions. If the query is relating to any other system you may have with BTW, then please raise these with their respective helpdesks.
WSIPT Support Process Overview The main day to day contact for non-support related queries or queries on other products via be via your BTW Account Manager or Sales Specialist. If you are unsure of your Account Manager you can contact our customer reception desk on 0800 671 045. Support Overview WSIPT does not offer an end user helpdesk, so support for end users will need to be managed via your own helpdesk, referred to as 1 st line support. We do provide a specialist 2 nd line support helpdesk via an online ticket system which should be your prime method of communication Access to this system is via BTWholesale.com as outlined in the previous section. Exceptionally we will take calls into a helpline for High Impact Critical service failures only (severity 1 issues). Please note when reporting severity 1 faults, please raise a ticket via the portal prior to calling into the helpdesk. This will help us prioritise your issues and give you maximum support between business hours of 08.00 to 18.00 (Monday to Friday, excluding Bank Holidays) Outside these hours all severity 1 calls will fall-back to our emergency 24/7 helpdesk who will assist you with any severity 1 faults. If you issue is not of a critical nature then you may still raise a ticket out of hours but it will be dealt with during normal business hours the following business day.
WSIPT Services Helpdesk Team Contact Details Tel: 0800 032 0131, Option 2 (Option 2) E-Mail:hostedsupport@bt.com Service Support Team (08.00 to 18.00hrs Mon-Fri, excluding UK Public and Bank Holidays) Outside these hours, severity 1 calls only will be diverted to a 24/7 desk. The function of the helpdesk will be to receive, manage and report provisioning/ faults and queries for WSIPT. Before you raise any faults you will need to ensure a number of checks have been carried out prior to logging the fault. These checks should be extensive enough to prove the fault off your own network components. If after you have carried out these tests and you are sure the issue lies in the BT network, then raise a fault ticket. When you report a fault you will be asked a series of structured questions to assist you in identifying the severity level of the fault. Our online support Document Centre provides a variety of technical documentation and FAQ s to answer common faults and we update the knowledge base regularly. This is available via BTWholesale.com. If you decide the raise a WSIPT fault then you will need to access the T2R portal; Via BTWholesale.com, Select My Applications and then BTWholesale Voice Products and Ordering System to access options Please ensure all faults have a ticket raised on the system as this will enable us to respond quickly to your enquiry and keep a track of your ticket. The helpdesk agent will then check that the severity level is correct and check to see if this is a WSIPT fault and action accordingly.
Service Escalations Where BTW 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 service helpdesk or your Account team 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 via the ticketing system, before invoking the escalation process. Simply follow the contacts in each stage, if you are not satisfied with the responses you have received back. However, you must allow them to respond to your queries in a reasonable time before escalating to the next level The following table details the escalation chain available to you at the date of issue, please note these contacts are all operational Monday to Friday 08.00 to 18.00, excluding Public and Bank Holidays Activity Team Responsibility Contact Details 1st Escalation Support Helpdesk Team Member Tel: 0800 032 0131 Email: hosted.support@bt.com 2nd Escalation Support Team Leader Kaye Harrison Tel: 0131 300 5143 Email: hosted.support@bt.com 3rd Escalation Operations Manager Neil Birchall Tel: 0131 300 5369 Mail: neil.birchall@bt.com 4 th Escalation Senior Operational Manager Dave Goodale Tel: 0131 300 5396 Email: david.goodale@bt.com 5 th Escalation GM In-Life Service Mgt Anthony Stephens Tel: 0161 371 5310 Email: anthony.stephens@bt.com It is important that the above contacts are progressed through in order. There is no advantage in skipping levels
Number Porting Escalations Escalations for number porting issues should follow the process described in the BTW WSIPT Portal Number Management Guide, which is available via the Document Centre on BTWholesale.com The number portability helpdesk is available between the hours 08.30 18.00 Monday to Friday (excluding Public and Bank Holidays). Activity Team Responsibility Contact Details 1st Escalation Number Porting Service Team Service Team Tel: 0800 077 8247 Option 1, Email: wolverhamptonnumberportability@bt.com 2nd Escalation Number Porting Leader Team Service Team Tel: 0800 077 8247 Option 1, Email: wolverhamptonnumberportability@bt.com Jazz Aulakh Tel: 07435661324, 3rd BTW Service (Import) Email: jas.aulakh@bt.com Escalation Manager Jat Kapur Tel: 07703106282, (Export) Email: jat.kapur@bt.com 4th Escalation Senior Service Manager Brian Sullivan Tel: 0113 382 8555, Email: brian.a.sullivan@bt.com 5th Escalation GM Service Operations Olwen Hill Tel: 020 8633 1040Email: olwen.hill@bt.com New Number Allocation For new number allocations (sub allocation) escalations please follow the same escalation process for service escalations as outlined in previous section
Billing Issues For all billing enquiries please contact the BTW billing point of contact as detailed on your invoice. Alternatively you can contact them on the number below and please remember to quote your invoice number and tell them that this is a WSIPT query Activity Team Contact Details BTW Billing Customer Mgt Team Team Member Tel: 0208 666 2545 Email: btwholesalebilling@bt.com BT Wholesale Systems Issues If you are having trouble with the BT Wholesale portals and want to raise any query or issue, please use; https://www.btwholesale.com/pages/cmsjsps/contact/contact.jsp
Fault Severity Levels When raising a ticket on the support ticketing system you will be asked a series of structured questions designed to indicate the priority/ severity of the fault, if it is a severity 1 then once raised please call the helpdesk (0800 032 0131, option 2). Please ensure you have raised a ticket before calling in. Please make all attempts to proving the fault away from the BTW network before raising any faults. Service Severity Levels The service severity levels are; Severity 1, Critical/ High Outage High impact on resellers customer. Outages affecting the ability for all resellers customers to make or receive voice calls, i.e. the ability for the resellers customer to talk to someone on their telephone device inbound or outbound to the PSTN or other networks via BTW gateways; For the avoidance of doubt, where the resellers customers can make some calls, but cannot reach a certain number, number range or geographic area, this is a severity 2 fault Faults are reported to the BTW helpdesk via the support ticketing system and followed up with a direct phone call into the service helpdesk Updates will be initial response and then every hour supplied via the support ticketing system and by phone (if agreed). As standard updates are available when the status changes via the portal or as otherwise agreed with both parties at the time of the fault report. Target response and restoration times are outlined in the next section (Service Level Definitions) Enhanced Service Levels and Enhanced Service Level Guarantees will apply to the service level as set out in the contract Severity 2, Medium Impact Medium impact on the resellers customer. Outages affecting the ability of any individual enterprises impacting aspects of their business operations, such as an outage affecting the ability for them to use product features or causing call quality problems;
Faults are reported to the BTW helpdesk via the support ticketing system Updates will be initial response then every 4 hours via the support ticketing system Target response and restoration times are outlined in the next section (Service Level Definitions) Severity 3, Minor Impact Minor impact on resellers customer. Outage affecting any individual enterprise experiencing an impaired service and is unable to use some platform features but most business operations continue; Faults are reported to the BTW helpdesk via the support ticketing system Updates will be initial response then every 12 hours via the support ticketing system Target response and restoration times are outlined in the next section (Service Level Definitions) Severity 4, Informational Informational How to queries. For example how do I configure a feature, how do I add a new trunk to an existing trunk group, how do I add numbers. Product capabilities, installation advise or basic product configuration data Target response and restoration times are outlined in the next section (Service Level Definitions) BTW shall aim to provide a solution/ temporary fix within the above target timeframes. Where a temporary fix is deployed to provide service, this will be followed with a permanent solution Please note that BTW reserve the right to re-grade any tickets after initial investigation and/ or diagnostics. Any changes to the ticket will be informed to you via an e-mailed KCI update to the ticket.
Service Level Definitions Customers will be able to report faults 27/7 365 days of the year. The target response times are detailed below. Type Target Response Time (max) Target Restoration Time (max) Measurement Period Severity 1 (Critical) < 2 hours < 4 hours (Clock Hrs) 24x7x365 Severity 2 (Medium) Severity 3 (Minor) Severity 4 (Low/ Info) < 4 hours < 8 hours < 8 hours < 24 hours 5 working days N/A 08.00 to 18.00hrs (Mon-Fri, excluding UK Public & Bank Holidays) 08.00 to 18.00hrs (Mon-Fri, excluding UK Public & Bank Holidays) 08.00 to 18.00hrs (Mon-Fri, excluding UK Public & Bank Holidays) Note: with the exception of Severity 1 (Critical) issues, all time quoted within the above table are working hours. For Severity 1, both the response and restoration times will be clock hours. Following the initial response, additional response periods will be; Severity 1 (Critical): initial response, then hourly until restoration. The updates will be via the portal and/ or telephone (less/ more frequently by customer agreement) Severity 2 (Medium): initial response, then every 4 hours via the portal Severity 3 (Minor): initial response, then every 12 hours via the portal
Planned Engineering Works (PEWs) Planned Engineering Works (PEWs) form an important part of maintaining our network, some of which may be service impacting and in other cases you will not notice any outages in service. For the majority of PEWs these outages are planned in advanced and published, with notifications being distributed up to 5 days in advance. However, from time to time there maybe a requirement for an emergency PEW. Should these occur we will endeavor to provide you with as much notice as possible, though in some cases no notice may be possible to ensure integrity of our network/service is maintained.
Complaint Handling BTWholesale generally divides complaints into two categories; 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 BTWholesale operational channels are best placed to resolve any issues and the first level escalation point outlined in the Service Escalation section 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 Account Manager. High Level Complaints High Level Complaints are those complaints that generally obtain a high level of priority because of, for example, the level of customer dissatisfaction. In the first instance such complaints should be directed to your Account Manager High Level Escalations We recognize that sometimes, the normal escalation path (as detailed in the customer service plan) just isn t able to sort 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 customers business) or issues that are causing financial loss. As well as providing a superfast response to issue 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 per day, 365 days of the year, on -1977 591 142 or by e-mail: btw.hle@bt.com Once they have your escalation and have confirmed it meets the critiera set, they ll own it until its 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 go wrong)