CUSTOMER SERVICE HANDBOOK

Transcription

1 CUSTOMER SERVICE HANDBOOK CONTENTS 1. Introduction 2 2. Customer Support Center Your single point of contact 2 3. Telia Carrier customer service portal 2 4. Event and incident management Incident case Fault reporting Required information for all fault reports Customer Escalation matrix Fault Resolution 5 5. Network events Major outage & service disturbance Incident case Categories Compensation Your Responsibilities 7 6. Planned Work Planned Work Process Planned Work Notifications Planned Work Window Planned Works Performed by a Customer Change of your Contact Information Definitions and Interpretations 9 7. Delivery, billing & sales inquiries Delivery inquiries Billing or credit claim inquiries Sales inquiries 9 8. Your contact information Contact information changes Information for colocation customers Site access, remote hands & shipment assistance Ethernet performance portal How to Contact Customer Support Center (CSC) Additional information for fault investigations Required information for Voice Services Additional information for Roaming Number/MSRN failing Additional information for RoamConnect Required information for IPX-based services Additional information for DRX Signaling service Additional information for MMS Gateway services Additional information for IoT/M2M services Required information for CAPACITY, WAVELENGTH, EPL (Ethernet over SDH) and SDH services Required information for IP & EVPL/ELAN services Additional information for IP ABUSE reports 16 1 (16)

2 1. INTRODUCTION Hi and welcome to your Customer Service Handbook. This is your guide to our services and what to do if anything goes wrong. It s not a legally binding document your General Terms and Conditions take care of that. If there are any inconsistencies, the General Terms and Conditions prevail. If you have any questions or suggestions relating to the content of this handbook, please drop us a line at carrier-csc@teliacompany.com. 2. CSC - YOUR SINGLE POINT OF CONTACT Before we start, a bit about us. We re the Telia Carrier Customer support center team you can call us CSC for short. We re standing by 24/7 to assist you with any service availability or network related issues. We can also help you with post-sales inquiries such as billing, finance, sales and delivery. You can contact us via your Customer Service Portal (CSP), phone or . We offer support in 20 different languages. But most importantly, we speak your language. Whoever takes your call will be a trained and certified network problem solver (don t be surprised if they re network engineering graduate). We have dedicated teams for IP, Capacity and Voice. And if they can t solve your problem directly, they will put you in contact with someone who can. Either way, you get a single point of contact who will take ownership of the issue and see it through to its resolution. But we don t stop there, we work closely with product and sales teams to communicate any issues that occur, as well as their resolution. This means they can take active steps to prevent them happening again. Our goal is to exceed your expectations and deliver the best customer service in the global carrier market. And judging by the customer service awards we ve won in the last few years, we re well on the way. So yeah, we take customer care seriously. Because we think you re worth it. 3. TELIA CARRIER CUSTOMER SERVICE PORTAL If you haven t checked out our Customer Service Portal (CSP), you probably should. It s an easy-to-use web interface that gives you greater control of the way you interact with us. It lets you report faults, track ongoing or past requests, and initiate new products quickly, easily and reliably. To register, drop us a line at carrier-csc@teliacompany.com. Registered users can log on at Carrier.force.com/Portal. What you can do on the CSP: Sales orders View ongoing and closed orders View product information Send requests to the sales department 2 (16)

3 Incident case Create incident case View status of ongoing incident cases View closed incident cases Inquiry case View ongoing and closed inquiry cases Create credit claims View ongoing and closed credit claims Site services Create site access and remote hands applications View ongoing and closed site access and remote hands jobs Contact info As a CSP Admin User you can view and change operational contact information 4. EVENT AND INCIDENT MANAGEMENT 4.1 Incident case Opening an incident case The fastest and simplest way to open an incident case is via the Customer Service Portal (CSP) or by contacting us by or phone. Once a case is open, you will receive a Telia Carrier incident case reference number Incident Case Status Updates During an ongoing incident case, you are entitled to receive updates at different time intervals depending on the type of fault and service Resolution Confirmation You can see the fault resolution confirmation on your CSP. Alternatively, we will inform you by or phone. You can request a Reason for Outage (RFO) report for fault clarification or administrative purposes. We will deliver a RFO report within three business days after you request it. 4.2 Fault reporting Below you will find information regarding what information is needed when opening an incident case, depending on the service you are reporting Fault Detection and Reporting If you detect a fault (as defined in the applicable Service Level Agreement for the service provided by Telia Carrier) you should first try to isolate the location and identify the cause of the fault, then report it to us. The primary tool to raise a trouble ticket is Telia Carrier Customer Service Portal. By using it you will receive a faster service when reporting a fault. You can also contact Customer Support Center who will then open an incident case on your behalf and provide a reference number. 3 (16)

4 Naturally, you are responsible for ensuring that any fault notification provided to Telia Carrier does not contain any material omissions or mistakes. 4.3 Required information for all fault reports Please always provide the following: Legal company name Telephone number, address to you and/or name of a contact person, preferably 24/7 e.g. your NOC Your incident case reference number if available Telia Carrier s Service reference number (IC-XXXXX) Additional information to be provided for specific fault scenarios is found in Chapter 12, Fault Investigation of this document. 4.4 Customer Escalation matrix If your service is down, if you are experiencing severe service degradation or you are not satisfied with the level of support received from Telia Carrier (i.e. progress on the resolution of a problem or not within contractual targets); you are entitled to initiate a customer escalation on ongoing incident cases. You can request a customer escalation if the incident case has been open for more than four hours and you can request to escalate upwards as described below. Please note that for security reasons, only the identified customer contacts will be entitled to escalate. There are four levels in the customer escalation process. Level 1 Customer calls Customer Support Center. The incident case is raised to escalation level 1, which is the Shift Leader at Customer Support Center. Level 2 If not satisfied with the support that has been provided at level 1, Customer may escalate the incident case by calling Customer Support Center to escalation level 2, which is the Network Operation Centre (NOC) escalation manager. Level 3 If not satisfied with the support that has been provided at level 2, Customer may escalate the incident case by calling Customer Support Center to escalation level 3, which is the NOC escalation manager. (S)he then has the mandate to gather a larger task force to work on the incident. Level 4 If not satisfied with the support that has been provided at level 3, Customer may escalate the incident case by calling Customer Support Center to escalation level 4, which is the Senior Escalation Manager (SEM). After being informed by the previous level, the SEM will contact Customer. The escalation process is managed through CSC (see contact details on page 13). 4 (16)

5 4.5 Fault Resolution Directly after fault detection, Telia Carrier will perform fault analysis and subsequently provide you with a fault description and the estimated time to repair. During fault repair, Telia Carrier shall keep you informed of the fault clearance progress on a regular basis, as agreed between Customer Support Center and you during fault reporting. After fault clearance, Telia Carrier shall inform you and the incident case will be closed Resolution of Faults Related to Fiber With respect to the repair of Fiber, Telia Carrier reserves the right to make a temporary repair in order to restore the continuity of Fiber. Where a temporary repair has been completed, Telia Carrier will close the relevant incident case and will promptly follow up with you with plans to implement a permanent repair. Where Planned Work is not required, Telia Carrier will use commercially reasonable efforts to complete the permanent repair within four weeks. Where Planned Work is involved, the work will be performed in accordance with the planned work section and Telia Carrier will use reasonable efforts to complete the work within six weeks. Upon completion of a repair for Fiber, Telia Carrier shall notify you, where you may carry out tests on its own account to confirm compliance with the applicable Fiber Specifications Telia Carrier may repair a fault by splicing the Fiber, provided that the Fiber Specifications continue to be met following such splice. All splicing will be done with approved fusion splicing equipment. 5. NETWORK EVENTS 5.1 Major outage & service disturbance If we detect a major outage in the network that is affecting your service, we will inform you of the outage as soon as possible by sending out Service Disturbance Information (SDI) via . The is sent to the contact person(s) provided by a Customer (information how to update your operational contact details is available under Contact Information). The SDI describes the nature and expected duration of the fault and an evaluation of the possible service interruption. CSC will send you updates throughout the entire fault duration. The update frequency is dependent on the service and can be found under section 5.2 After all Major outages we will provide you with an RFO report within 3 business days Service Disturbance Information Provided by Customer If you have a service disturbance in your network that could affect Telia Carrier, please send the service disturbance information without delay to us at carrier-csc@teliacompany.com. 5 (16)

6 5.2 Incident Cases Categories Telia Carrier will prioritize incident cases based on the severity of the technical issue. The categories listed below will be used to categorize and handle incident cases, and some examples for various services are set forth below. Category Description IP(X) & Ethernet Services SDH & Wavelength Optical Fiber International Voice 1 Service not available Service not available Service not available Service not available 2 Packet loss, Packet delay degraded within SLA Abuse issues Throughput/Peering issues Bit errors ratio within SLA Frequent pointer adjustments Exceptional increase of attenuation but service available. Result in Customer being unable to call multiple destinations. Result in serious degradation of call quality 3 Redundant path down Redundant equipment down Redundant path down Redundant equipment down Not available Relates in degradation of call quality Relates to calls to Fax numbers Relates to Loss of CLI Relates to single number failure 4 Reports General Support Questions Delivery information Services have 2 categories of faults: Critical Service Affecting Faults (category 1 & 2) Non-critical Service Affecting Faults (category 3) If applicable, each category is further explained in the respective SLA for each product along with response and resolution targets. 6 (16)

7 Telia Carrier will use commercially reasonable efforts to respond and to implement repairs in accordance with the time frames set forth below: # Category Description* Target interval for progress updates (IP/IPX/CAP/Voice) Mean Time to Repair for IP/IPX, Voice and Capacity Services Mean Time to Repair for Optical Fiber 1 Customer Service Down 1 hr (IP, IPX) 2 hr (CAP) 2 hr (Voice) 4 hr 16 hrs** 2 Service degradation (Critical service affecting) 1 hr (IP, IPX) 2 hr (CAP) 2 hr (Voice) 4 hr 16 hrs** 3 Network degradation - (Non -critical service affecting) Not available Daily (Voice) 12 hr 48 hr (Voice) Not available 4 Customer service request (Non Service affecting) 72 hr Daily (Voice) Not available Not available * The repair of Voice services and facility services shall be undertaken on an individual case basis. ** The Fiber MTTR target does not apply to cuts on undersea cables, such repairs being vessel and weather permitting. 5.3 Compensation Telia Carrier reserves the right to charge you for resources devoted by Telia Carrier to the receipt, investigation, troubleshooting and/or clearance of faults reported by Customer that are not attributable to Services provided by Telia Carrier (e.g., no fault is found or the reported fault is not on the Telia Carrier side of the relevant demarcation points for the Telia Carrier Service). If a fault reported by Customer is found not to be attributable to a Telia Carrier Service, then Customer shall compensate Telia Carrier (a) 100 in instances where Telia Carrier only provides remote support in connection with the handling of the reported fault, or (b) 400 in instances where an on-site technician is involved in the handling of the reported fault. Telia Carrier will invoice the charges for the fault support and Customer shall make payment in accordance with the terms of the Agreement. 5.4 Your Responsibilities You agree to cooperate with Telia Carrier with respect to maintenance and repair activities and shall provide Telia Carrier with such documentation, facilities, and assistance as reasonably required in order to permit Telia Carrier to perform its obligations pertaining to operations and maintenance. If necessary, you will cooperate to provide Telia Carrier and/or Telia Carrier s subcontractors (e.g., local tail or router providers) with access to its premises or a third-party s premises in order to perform testing, maintenance and/or fault repair. You agree to ensure that any Customer or third-party premises to which Telia Carrier requires access will be in a safe and suitable condition for the performance of maintenance and, without limitation, comply with all applicable local, national, and international health, safety and environmental requirements. 7 (16)

8 6. PLANNED WORK 6.1 Planned Work Process Telia Carrier, or any of its underlying providers or contractors, will be required from time to time to carry out routine maintenance, upgrades or improvements to the network or network equipment. This is known as Planned Work (PW). PW is carried out within the maintenance window specified below and is not considered a fault.. Please note: if there is a need to manually restore or reset your equipment as a consequence of planned work then this is outside the responsibility of Telia Carrier. 6.2 Planned Work Notifications The Network Change Management (NCM) registers and monitors Planned Works (PW). They send out PW notifications informing you of the time, date, reason, duration, description and list any effected services for each planned work. The NCM works in accordance with the agreed timeframes unless an emergency planned work occurs. Telia Carrier will notify you of any PW at least 10 business days beforehand, unless otherwise stated in the SLA. The notification may include access to your premises. If necessary, you will need to provide Telia Carrier and any of our contractors with access to your premises, or third party premises, to carry out the PW. Please note that Telia Carrier reserves the right to inform you about PW with less lead time due to factors outside of Telia Carriers control. For any questions regarding a Planned Work please contact CSC. 6.3 Maintenance Window Telia Carrier aims to perform traffic affecting maintenance work during low traffic hours: 00:00-06:00 local time, seven days per week. For Nordics and Baltics, Telia Carrier aims to perform traffic affecting maintenance work during hours local time, seven days a week. Traffic-affecting maintenance work may need to be performed outside of the standard service window for reasons such as, but not limited to: work governed by civil authorities work related to troubleshooting work originated by a 3rd party supplier Telia Carrier shall have sole and absolute discretion to schedule planned work during a maintenance window. 6.4 Planned Work Performed by a Customer If you need to perform a Planned Work in your own network that will affect Telia Carrier, a Planned Work Notification should be sent to Telia Carrier CSC in advance, preferably at least 10 business days in advance (unless otherwise stated in the SLA). The notification should be sent to carrier-csc@teliacompany.com. 6.5 Change of your Contact Information You are responsible for providing Telia Carrier with accurate and current contact information, such as addresses and telephone numbers for fault management, planned work, service disturbance and escalations. Please register an account in the Customer Service Portal (CSP) and primary use the CSP to provide new contact data. In case of disturbances we will use the information in the portal to contact you. 8 (16)

9 6.6 Definitions and Interpretations Business Day Service A day (not being a Saturday or a Sunday) when clearing banks are open for the transaction of normal business. The Service that is specified in the Specification of Service and the Service Order Form. Service Order Form A document stating the exact technical and commercial properties of the order. Service Level Agreement A document specifying the levels of targeted Service quality UTC Universal Time Coordinate, formerly known as GMT 7. DELIVERY, BILLING & SALES INQUIRIES 7.1 Delivery inquiries For any delivery inquiries please contact the Telia Carrier Delivery Coordinator. Contact details are provided during the delivery process. You are also welcome to view delivery information and updates in the Customer Service Portal (CSP). 7.2 Billing or credit claim inquiries Please use the Customer Service Portal or contact CSC via regarding billing and invoice inquires and provide the following information: Legal Customer name Contact name, contact telephone number and address Invoice number Product relating to the inquiry (Voice, Capacity or IP) Detailed description of the nature of the inquiry 7.3 Sales inquiries For sales inquiries please refer to or contact your Account Manager. 9 (16)

10 8. YOUR CONTACT INFORMATION You are responsible for providing Telia Carrier with accurate contact information, such as addresses and telephone numbers for fault management, planned works, service disturbance and escalation events. 8.1 Contact information changes As a CSP Admin User, you can easily change contact information by logging in to Carrier.force.com/Portal. It is important to specify the role of each contact so that CSC knows who to contact for specific issues or information. Possible reasons may include: Escalation of a technical problem Fault handling IP configuration Planned work Service disturbance Commercial reasons 9. INFORMATION FOR COLOCATION CUSTOMERS 9.1 Site access, remote hands & shipment assistance Use the Customer Service Portal (CSP) at Carrier.force.com/Portal for Site Access (SA), Remote Hands (RH) and Shipment requests (packages sent from and to the site). You may also contact us at carrier-csc@teliacompany.com. For security reasons, all Site Access (SA), Remote Hands (RH) and Shipment requests must be opened through the CSP or be sent from an authorized address. CSC is available for questions on ongoing requests at or directly through national phone numbers (see inside front cover). Remote Hands services are offered only in the locations specified in the Customer Agreement. See details in the Service Description document. Site Access is only available to those on the list of authorized persons provided by the Customer. Customers are only allowed to access the site in order to install, operate and maintain equipment in their space and to stay only as long as required for these tasks Regular Access Type 1: for most Telia Carrier sites, you will be provided with permanent means of gaining direct access to the site, such as a card, keys and code. Type 2: for third-party sites and some Telia Carrier sites, persons named by customer for direct access will be listed on the site access information system for permanent access to the site. The rules of the thirdparty must be complied with. In some cases even those registered for permanent access are required to pre-announce a visit. Type 3: for a few sites you must contact CSC in order to request access. 10 (16)

11 9.1.2 On-demand Site Access Where regular site access is available and you have means of access (cards, keys and codes), you should not need to request or inform us of access requests. But if you do request access via the CSP or CSC, then you will be charged a fee for requesting on-demand access. For sites where regular access is provided, you may contact Telia Carrier in order to request access on a one-time basis for persons who are not on your authorized personnel list. On-demand access will be granted on a best-effort basis and you are encouraged to provide at least forty-eight (48) hours notice before visiting a site. Shipment assistance includes receiving packages, moving the packages to a proper area within the site, and removing packaging materials. It is not available at all sites, and we reserve the right not to accept certain shipments. Since we do not have storage capacity or handling tools (e.g. fork lifts) at all sites, you must confirm availability and make reservations (if available) in advance. You will be required to reimburse us for any costs incurred in connection with the receipt of the shipment and a mark-up for handling and the assistance will be charged to you as Remote Hands service Required Information for Site Access Requests Customer name Telia Carrier Service ID Date, time (also time zone) and expected duration of visit Name of the colocation facility Visitor s name and company Visitor s contact number (mobile number) Visitor s identity document type and number Purpose of visit Information about equipment/tools brought to site Requesting person s name Requesting person s contact number Required Information for Remote Hands/Shipment Requests Customer name Telia Carrier Service ID Name of the colocation facility Requesting person s name Requesting person s contact number Indicative time when the customer is available Job description, tools needed, equipment position (row and rack) Customer reference number 11 (16)

12 Specific to Shipment requests Always open a Remote Hands inquiry case with CSC for all packages before sending them to our sites. This is to avoid the packages being refused entry at the site. Date (also time zone) and hour of delivery Name of delivery company Number of shipped boxes, their weights and sizes Tracking number(s) Contents of shipment What should be done with the package (stored in customer cage, stored in general storage) Whether storage is requested Who will pick up the shipment and when If possible, please send notification in advance about if and when someone will pick up the package. Shipment notifications must be made five (5) business days in advance Handling emergencies In the case of fire please contact the local fire and rescue service first and then contact CSC. In the event of temperature changes at the site or similar kinds of emergency situations please contact CSC. 10. ETHERNET PERFORMANCE PORTAL Our Ethernet Performance Portal (EPP) gives you visibility of advanced EVPL or ELAN services. All sites connected with CPE i.e. advanced services are shown in the Ethernet Performance Portal. Registered users log on at: For new user or password needs, please contact CSC. The portal allows you to view the current and historical status of your Ethernet service(s): Green Operating within normal metrics Orange Suspected performance issue(s) Red Site unavailable or operating well outside normal metrics 12 (16)

13 11. HOW TO CONTACT CUSTOMER SUPPORT CENTER (CSC) Customer Service Portal (CSP) You must already have a login to the portal to be able to contact CSC via the portal. To get access to the portal, simply ask your AM carrier-csc@teliacompany.com Global number +46 (0) Free phone numbers Canada France Germany Hong Kong Italy Netherlands Poland Singapore Spain UK US (16)

14 12. ADDITIONAL INFORMATION FOR INCIDENT INVESTIGATIONS Below you will find additional information we would like you to provide for any specific incident scenarios: Please always provide the following: Legal company name Telephone number, address to you and/or name of a contact person, preferably 24/7 like your NOC Your incident case reference number if available If and when applicable, if the service has ever been in use or not Telia Carrier s Service reference number (IC-XXXXX)/(FB-XXXX) A short and concise description of the fault including any error messages Date and time (also time zone) when the fault appeared The results of the tests that you have undertaken 12.1 Required information for VOICE Services For Signaling Links Down or Blocked CICs please specify Point Codes, other relevant information will be asked for by the CSC staff. For other Voice faults: Originating and Destination Point Codes (OPC/DPC) for Voice interconnects Originating and Destination IP Address for VoIP interconnects B-number (called party number or roaming/msrn number), minimum 3 for multiple numbers failing/destination faults. If an MSRN is reported, please provide an MSISDN as well. A-number (calling party number) If multiple numbers are reported, can these numbers be used for testing purposes? Does the B-number work with any other carrier? With which carrier? For fax, ISDN, CLI, operator calls and toll-free numbers there will be additional questions from our CSC staff Additional information for Roaming Number/MSRN failing Visited mobile network (the network that the mobile is trying to roam into) Home mobile network (the network that the mobile belongs to) A-number (calling party number) B-number (called party number, MSISDN) MSRN number or what roaming number range should apply? A C7 trace of transaction log record IMSI number for called party Is the failing destination SIM card available for test calls and switched on? 14 (16)

15 12.3 Additional information for RoamConnect These questions apply if a call fails during call set-up towards a roaming number provided by the roaming network or there is a location update issue. Visited mobile network (the network that the mobile is trying to roam into) Home mobile network (the network that the mobile belongs to) Is this a destination established in a roaming relationship? MSI number for the roaming mobile phone C7 trace or other transaction log record MSISDN number for roaming mobile phone Please note that provisioning matters for roaming (ordering new roaming relationships, SCCP and NDC changes) are not regarded as faults and should be logged into the Customer Service Portal using a separate process Required information for IPX-based services The latest IR.21 both for customer and their roaming partner IMCP trace route showing all the hops with source and destination address and if possible for both directions, if the issue is about not being able to reach a certain route or destination Both A and B IP addresses if the issue is related to not being able to reach a certain destination Routes and prefixes related to the issue reported Other details of the fault (GRX carrier services the site, symptoms) Roaming Mobile Network Operator domain/dns details (if applicable) 12.5 Additional information for DRX Signaling service Originating and Destination IP Address Realm name? IMSI number for the roaming mobile phone A trace if the issue is related to a routing issue What roaming number range should apply? A diameter trace or transaction log record 12.6 Additional information for MMS Gateway services Customer domain name Destination MMS hub (when known) IP address of customer MMSC/MTA Test numbers and details of any testing done 12.7 Additional information for IoT/M2M services IC number of the remote/hub end connection (when available) Stream within the M2M backhaul, such as data, signaling, etc 15 (16)

16 12.8 Required information for CAPACITY, WAVELENGTH, EPL (Ethernet over SDH) and SDH services Circuit down (please specify fault type i.e. line protocol down, connectivity down) Circuit flapping Latency Current and historical alarm (i.e.ais, LOS) including on which locations Light levels on both locations Current and historical errors (i.e. bit errors, ES/SES, CRC) including on which locations Logs (date and time, including time zones when incident started) Contact information for customer technician Is it acceptable to break the service for testing? Loss of signal (LOS) if yes, from which direction? 12.9 Required information for IP & EVPL/ELAN services Trace routes showing all the hops with source and destination address and if possible for both directions Ping log with source and destination addresses Ping log over the interface Are you able to reach the address via another carrier? Additional information for IP ABUSE reports: Attacked IP address/addresses or range Type of attack (e.g. DDoS) Any related information (trace routes, IP addresses) Please specify who owns the attacked address 16 (16)