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TRANSCRIPT
Customer: <CUSTOMER>
Issue Date: <dd/mm/yyyy>
Customer Service Plan
Interconnect
Issue No: Issue 14
Last Updated: April 2015
1. Contents
1. Contents .................................................................................................................. 2
2. Legal and Confidentiality Statement ..................................................................... 4
3. British Telecommunications plc Commitment to Service ................................... 4
4. Introduction to the Customer Service Plan .......................................................... 5
4.1. Objectives ......................................................................................................... 5
4.2. Document Ownership ........................................................................................ 5
4.3. Document Distribution & Control ....................................................................... 5
4.4. Document History ............................................................................................. 5
5. Interconnect Procedures ....................................................................................... 6
6. Delivering Service – Fulfillment ............................................................................ 8
6.1. Interconnect Order Process, Data Amendment / NNG Requests ...................... 8
6.2. Provision of Service – BT Contact Details ......................................................... 8
6.3. Provision of Service – BT Escalations Contact Details ...................................... 9
7. Billing ..................................................................................................................... 10
7.1. Interconnect Customer Billing ......................................................................... 10
7.2. Interconnect Billing Manual ............................................................................. 10
7.3. Interconnect Debt Management ...................................................................... 10
7.4. BT Billing Contact Details ................................................................................ 10
7.5. BT Billing Escalation Details ............................................................................ 11
8. Operations and Maintenance Process – O&M Manual ...................................... 12
8.1. Repair – BT Contact Details ............................................................................ 12
8.2. Repair – BT Escalations Contact Details ......................................................... 13
9. Planned Engineering Works (PEW) ..................................................................... 14
9.1. BT PEW Definition and Contact Details ........................................................... 14
9.2. Non-emergency PDH & SDH 1st Issue PEWs ................................................. 14
9.3. Change Requests ........................................................................................... 14
9.4. Emergency PEWs ........................................................................................... 15
9.5. Amended PEWS ............................................................................................. 15
9.6. Interconnect (Switch) PEWS ........................................................................... 15
9.7. Access & Downtime ........................................................................................ 16
9.8. Embargoes ..................................................................................................... 16
9.9. Other Information ............................................................................................ 16
10. High Level Escalations ......................................................................................... 17
11. Commercial Interface Management .................................................................... 18
12. Statistics Measures .............................................................................................. 18
13. Capacity Management .......................................................................................... 18
13.1. Switch Sites .................................................................................................... 18
13.2. Field Sites ....................................................................................................... 18
13.3. BT Towers & Masts ......................................................................................... 19
14. Complaint Handling .............................................................................................. 19
14.1. Operational Complaints ................................................................................... 19
14.2. High Level Complaints .................................................................................... 19
15. Meeting Structure ................................................................................................. 19
15.1. Account Review Meeting (ARM) ...................................................................... 19
15.2. Technical Review Meeting (TRM) ................................................................... 19
15.3. Service Review Meeting (SRM)....................................................................... 19
15.4. Meeting Agendas – Suggested examples ....................................................... 20
16. BT Wholesale Interconnect Directory – Annex A............................................... 21
17. CP Interconnect Directory – Annex B ................................................................. 24
Signed on behalf of the Customer:
Name:
Title: Date:
Signed on behalf of British Telecommunications plc
Name:
Title: Date:
2. Legal and Confidentiality Statement
The information contained in this Customer Service Plan is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access.
It should be noted that the information contained in this Plan represents BT Wholesale’s current view of the product at the time of publication of this document. The information may change and as a result BT reserves the right to amend or replace any or all of information in this Plan.
Any developments carried out by CPs based on the contents of this Plan are entirely at the CPs own risk. BT shall have no liability in contract, tort or otherwise for any loss or damage, howsoever arising from use of, or reliance upon, the information in this document by any person.
3. British Telecommunications plc Commitment to Service
BT is fully committed to providing professional, cost effective service in support of the PECN (C7) Standard Interconnect Agreement (SIA) customers. Our aim is to ensure we deliver and support BT products and services to the contract or agreed specification and provide inter-working arrangements which are both effective and easy to use.
The Customer Technical Centre (CTC) and Customer Management Centre (CMC) have been established to provide the high standard of service that you expect from British Telecommunications PLC. It is our intention that every time you have contact with the CTC/CMC you will find that we live up to this standard.
To help you make the best use of the CTC/CMC, I am pleased to introduce you to our Customer Service Plan (CSP) personalised for your own company.
Your Business and Service Teams will provide you with professional, cost effective support for all products and services contracted to under the SIA and the Retail products and services. The aim of this plan is to maximise the benefits of the CTC/CMC support to <CUSTOMER> by detailing the BT products and services we are contracted to provide and operational contact points within BT and <CUSTOMER>.
The use and maintenance of the plan will facilitate effective day-to-day working arrangements between us on operational issues and enable us to discharge our jointly contracted obligations. This document is for information only and does not constitute a contractual obligation on British Telecommunications PLC or <CUSTOMER>.
Authorised:
4. Introduction to the Customer Service Plan
4.1. Objectives
This Service Plan between <CUSTOMER> and BT Wholesale will provide a platform for a continuing partnership between our organisations.
This is a flexible working document which outlines the details of how we do business and incorporates names of contacts in our organisations, our formal meeting structures and the means of facilitating the ordering repair and billing processes. It is also designed to provide a framework for assessing BT’s performance against objectives, and for comparing these against the requirements of the Customer.
Together with the procedures and practices (which will be used by both parties in their shared primary objective) it will help improve the level of service provided to the Customer.
4.2. Document Ownership
The BT Wholesale TDM Voice Product Management team has overall ownership of the master CSP document. The BT Wholesale Account team representative has ownership of the customer specific version of the document and responsibility for the delivery of day-to-day service and future improvements.
4.3. Document Distribution & Control
The master document is controlled and issued by the BT Wholesale Product Management team. The customer specific version is controlled and issued by the BT Wholesale Account team representative in accordance with ISO 9001 procedures. All additions and amendments will be authorized jointly by the Account team and the Customers representative. It is the responsibility of both parties to manage a controlled distribution of the document within their respective organisations.
4.4. Document History
Issue Number Date Comment
Issue 8 22nd
January 2014 Billing contact detail update
Issue 9 20th
March 2014 Fault escalation detail update
Issue 10 1st May 2014 Update to PEW team and added
High Level Escalation
Draft 11 Aug 2014 Provision & Repair contact updates
Issue 12 Nov 2014 Repair contacts updated
Issue 13 Jan 2015 Repair contacts updated, section 8.2
Issue 14 April 2015 Repair escalation level 4 updated, section 8.2
5. Interconnect Procedures
Interconnect Documentation Structure
In order to support the Standard Interconnect Agreement British Telecommunications PLC has produced a number of documents that support the contract and inter-link with each other; the documents involved are as follows:
Document Description
Standard Interconnect Contract The Main Contract between us with all available supporting schedules.
Interconnect Schedule Status Your current Schedules in contract with us are available via your BTW Account Manager.
Internal Process and Procedures These are the internal process and procedures within BT that support all the interconnect Provision and Repair services.
Operation and Maintenance Manual (O&M)
Contains more detailed procedures (including structured questions which details various fault scenarios) required between both companies in support of Interconnect.
Testing Manuals Contain details of testing between BT and Customer networks.
New Services Manual Outlines the process and forms to support the ordering of new services.
Provisioning Manual Contains more detailed procedures required between both companies for the provision of Interconnect.
Customer Service Plan (CSP) Lists all the contact details of both companies in support of their mutual operations.
BT Operators Services Manual
BT and Operator Premium Rate Services Operations Manual (Fraud)
Phone Book Manual
Billing Manual
All these documents can be found at:
https://www.btwholesale.com/pages/static/Library/Pricing_and_Contractual_Information/index.htm
https://www.btwholesale.com/pages/static/Library/Technical_Documents_and_Procedures/Interconnect_Manuals/index.htm
Interconnect Inter-working Procedures
<CUSTOMER> is a Public Electronic Communications Networks (PECN) Operator who is able to operate within the UK. The original licenses previously issued by the DTI have been replaced with General Authorizations. The interconnection of products and services that are interconnected to BT’s network are regulated by OFCOM and are of an Industry Standard. They are applied equally to all UK Communications Providers. This section outlines the various elements including the necessary escalation points.
Interconnect Contract Support Contact Points
The channel into British Telecommunications PLC for a particular Standard Interconnect Agreement Schedule is through your Account Manager.
6. Delivering Service – Fulfillment
<CUSTOMER> will be responsible for advising BT of capacity requirements in the form of an Advance Capacity Order (ACO), placing circuit orders and placing Data Management Amendments (DMAs) requesting number activation’s and routing changes. These activities are controlled and coordinated at the Technical Review Meetings.
6.1. Interconnect Order Process, Data Amendment / NNG Requests
Orders / amendments / enquiries should be addressed through your CTC.
DMAs should be sent to the appropriate BT contact as specified on the DMA.
All orders and enquiries placed through the CTC will receive personalised service through the specialist management systems. The Provisioning Manual contains the specialist order forms required to place orders for products and services with British Telecommunications PLC & can be found at:
https://www.btwholesale.com/pages/sc/static/Products/Voice/Interconnect/handbookandtechnical.htm
6.2. Provision of Service – BT Contact Details
•CTC Provision Team
•Tel: 0800 672638
•Fax: 01902 771968
•Email: [email protected]
Circuit order reception:
From order placement to Ready for Test (RFT)
•Mark Ferguson
• Interconnect Testing, Routing & Design Team Lead
•Tel: 0800 243568
•or 0117 376 0077
•Email: [email protected]
Circuit order progression:
From RFT through Testing to Brought into
Service (BIS)
6.3. Provision of Service – BT Escalations Contact Details
Where BT Wholesale is aware of a problem that may impact service adversely, it will automatically be escalated internally; within BT. Alternatively our customers may wish to escalate an issue themselves using the contact points shown in the table below.
Circuit order reception – from order placement to Ready for Test (RFT)
Circuit order progression – from Ready for Test (RFT) through Testing to Brought into Service (BIS)
It is important that the above contacts are progressed through in order. There is no advantage in skipping from level 1 escalation to level 5.
1st
Team Member (various)
CTC Provision Team
Tel: 0800 672 638
Email: interconnect. order. progression @bt.com
2nd
Nikki Price
CTC Provision team Lead
Tel: 0800 672 638
Email: nikki.price @bt.com
3rd
Joy Potts
Service Manager
Tel: 0800 155 902
Mob: 07918 644253
Email: joy.m.potts @bt.com
4th
Howard Ambrose
Senior Service Manager
Mob: 07764 140126
Email: howard. ambrose @bt.com
5th
Mike Cook
Director Complex Customer Operations
Mob: 07425 630550
Email: mike.w.cook @bt.com
1st
Mark Ferguson
Interconnect Testing, Routing & Design team Lead
Tel: 0800 243 568
Or 0117 376 0077
Email: mark.2.ferguson @bt.com
2nd
Rob Carthew
Interconnect Delivery Manager
Tel: 01792 638 344
Mob: 07850 702972
Email: [email protected]
3rd
Simon White
Service Delivery - Access Routing Senior Lead
Tel: 01322 520640
Mob: 07802 788503
Email: [email protected]
7. Billing
7.1. Interconnect Customer Billing
The billing process for BT Wholesale products and services is in many cases discrete from British Telecommunications PLC’s interconnect billing processes instigated by the CTC i.e. the billing of interconnect routes and circuit provisions. The CTC use a standard form to advise the customer of the provision of an interconnect link or route. Details are inserted by the CTC in accordance with the current Interconnect Agreement in force. All customer billing issues in the first instance should be addressed to your CTC. The billing team is responsible for issue and receipt of invoices, investigation and resolution of disputes concerning billing.
7.2. Interconnect Billing Manual
The Billing Manual which contains all of the procedures concerning invoices and payments can be found via:
https://www.btwholesale.com/pages/sc/static/Products/Voice/Interconnect/pricingandcontract.htm
7.3. Interconnect Debt Management
A contact point for Artificial Inflation of Traffic (AIT) exists within the Revenue Management team. This person is responsible for issue and receipt by BT of AIT Notices A1 to A4, withholding payment to Terminating Operators for AIT pending case resolution and assistance to operators with process issues, investigation and resolution of AIT cases.
More information is available within Annex E of the Standard Interconnect Agreement and the AIT Manual.
7.4. BT Billing Contact Details
Customers are encouraged to self-serve in order to view and query bills. If you want to raise an enquiry or track and manage your billing enquiries, you can use the E-Query tool, which is available at:
https://www.btwholesale.com/pages/static/Applications/Quotes_Billing_and_Reporting/eBill/index.htm
If you are having trouble using the E-Query tool, please contact the BT Wholesale Enquiry Management Team at [email protected]
7.5. BT Billing Escalation Details
•Managed Enquiries Billing Team
•Tel: 0800 218 2032
•Email: [email protected]
Managed Enquiries Billing Team
•Matthew Boyle
•Tel: 01324 466754
•Email: [email protected]
Billing Managed Enquiries Team Manager
•Dave Kidd
•Mob: 07802 796781
•Email: [email protected]
Head of BT Billing Managed Enquiries
•Marie Conway
•Tel: 01325 567699
•Email: [email protected]
AIT Manager
1st
Managed Enquiries Billing Team
Tel: 0800 218 2032
Email: btwholesalebilling @bt.com
2nd
Matthew Boyle
BT Group Billing Managed Enquiries Team Manager
Tel: 01324 456754
Email: matthew.2.boyle @bt.com
3rd
Dianne O'Dean
BT Group Billing Managed Enquiries Site Manager
Mob: 01324 456752
Email: dianne.odean @bt.com
4th
Dave Kidd
Head BT Billing Managed Enquiries
Mob: 07802 795781
Email: david.kidd @bt.com
8. Operations and Maintenance Process – O&M Manual
The O&M Manual details the responsibilities, methods and procedures to be employed for the operation and maintenance of the interconnection between the telecommunications networks operated by BT and <CUSTOMER> . It is intended to support and align with the Interconnect Agreement between the two operators and in the event of any conflict the Standard Interconnect Agreement shall take precedence.
Please see the O&M Manual for details of repair level priority offered to interconnect faults:
https://www.btwholesale.com/pages/sc/static/Products/Voice/Interconnect/handbookand technical.htm
8.1. Repair – BT Contact Details
<CUSTOMER> will be responsible for the provision of the initial fault diagnostics and only report a fault to BT when it has been determined that the fault has been proved off their network. Faults should be reported through your CMC who will perform the following functions:
1. Receive, log and progress faults and enquiries relating to faults. 2. Investigation and diagnosis of faults 3. The co-ordination of fault repairs.
A unique fault reference will be confirmed to <CUSTOMER>. Once the fault has been cleared confirmation will be passed back to <CUSTOMER> via a telephone call. BT and <CUSTOMER> are required to provide 24 hour manned contact points for fault reporting.
Priority 1 faults (Service Affecting) will be progressed by both parties until they are cleared, regardless of the time of the day.
Priority 2 faults (Non Service Affecting) will only be progressed during normal working hours (usually 8am - 6pm GMT/BST) unless agreed otherwise and documented in the appropriate CSP.
•Wolverhampton CMC Repair Team
•Tel: 0800 085 3305
•Email: [email protected]
•N.B. Please follow up emails with a call to the repair team
•N.B. If no answer received on 0800 085 3305 between 08:00 and 18:00 please contact Neil Birchall, Customer Operations Manager on 01313005369
Mon - Fri:
08:00-18:00hrs
8.2. Repair – BT Escalations Contact Details
It is important that the above contacts are progressed through in order. There is no advantage in skipping from level 1 escalation to level 4.
1st
Team Members (various)
Wolverhampton CMC Repair Team
Tel: 0800 085 3305
Email: [email protected]
2nd
Neil Birchall
Customer Operations Manager
Mobile :07483171112
Tel: 01313005369
Email: [email protected]
3rd
Richard Cushnie
Senior Service Manager
Tel: 020 8666 2420
Mob: 07739 595933
Email: [email protected]
4th
Richard Bushell
A/General Manager In-life Service Management
Tel: 01977 594054
Mob 07703 403136
Email: [email protected]
9. Planned Engineering Works (PEW)
9.1. BT PEW Definition and Contact Details
An out of service (OOS) PEW is an interruption planned and authorized by the NOUs that can cause a continuous break in service of over 60 seconds. The Crawley CMC PEW Team will notify CPs when a loss of service is expected on the BT Network involving BT Wholesale circuits only. The only exception to this is Broadband circuitry which is dealt with by another BT PEW Notification team.
PEWs are identified by various teams within BT based on the nature of the work to be undertaken.
9.2. Non-emergency PDH & SDH 1st
Issue PEWs
We are not seeking permission from CPs to carry out planned works; we are notifying them of scheduled work during which they may suffer a loss of service. A notification of a PEW will be emailed out to affected CPs giving 10 working days’ notice. However, wherever possible a minimum of 12 working days will be provided. The first day of this notice period is the day it is sent to CPs.
An email could include a number of attached PEW notifications with different dates; each notification will contain the following information:
1. Planned Engineering Work reference number 2. Circuit numbers or products affected 3. Date and time of the start of the PEW 4. Projected duration of work/window of time within which it will be carried out (if possible) 5. Reason for planned works/description of work 6. Access arrangements if required
9.3. Change Requests
If CPs cannot accept the scheduled date/time of a PEW they must submit an e-mail containing an alternative acceptable specific date/time, plus a reason for their requested change to the Crawley CMC PEW team. The PEW Team will submit the change request on behalf of the CP to Oswestry National Network Control Centre (NNCC). If the CP does not include all required information, the PEW Team will send the email requesting a Change Request back to the CP asking that they provide the required information and until the time that the required information is provided, the Change Request will not be submitted to Oswestry NNCC. This e-mail must be received by the CMC PEW Team no later than one calendar week (excluding Bank Holidays) after the CP has received notification of a PEW.
If the CP submitting a Change Request for either an emergency or an amended PEW and the customer has been provided with less than one calendar weeks’ notice of the PEW, The PEW Team will accept less than one calendar weeks’ notice for the Change Request.
A Change Request may only be submitted if these rules are adhered to, however CPs must be aware that it is still possible that Oswestry NNCC may not accept the requested change.
•Planned Engineering Works Notifications
•Tel: 0800 707 6126
•Email: [email protected]
Mon - Fri:
08:00-18:00hrs
If the change is accepted then the CMC PEW Team will inform CPs of the new date/time. If the change is rejected, CPs will have the option of either accepting the original date/time or requesting an escalation. If a CP requires an escalation of their change request, they should inform the CMC PEW Team member involved who will forward the escalation to their line manager (or deputy). As soon as the Line Manager has been informed, the CMC PEW Team's involvement in the escalation chain is over. The CPs should then liaise with the BT Line Manager dealing with the escalation.
Please see the table below detailing the agreed escalation path Monday to Friday 08:00-17:00.
9.4. Emergency PEWs
Emergency PEWs are dealt with as a priority over other PEWs in all cases. Due to the nature of Emergency PEWs there is no service level agreement (SLA) for BT to abide by, however whenever possible, the CMC PEW Team will attempt to provide the CPs with at least 3 working days’ notice. CPs should be aware that due to the nature of Emergency PEWs that there will be occasions when they will be given less than 3 days’ notice. Emergency work is subject to individual PEW circumstances however the CMC PEW Team will do their best to accommodate particular issues and difficulties that CPs may have with outage times.
9.5. Amended PEWS
There will be occasions when the CMC PEW Team will notify CPs of amended (up-issued) PEWs. Having previously given CPs 10 working days’ notice of a PEW, it is possible that a rescheduled amendment to this PEW will receive less than a further 10 working days’ notice.
9.6. Interconnect (Switch) PEWS
A notification of an Interconnect PEW will be emailed out to affected CPs, giving 3 working days’ notice. These PEWs frequently involve short periods of downtime or restarts; e.g. under 5 minutes and are
1st
Team Member
PEW Team
Tel: 0800 707 6126
Email: [email protected]
2nd
Paula Murphy
PEWs Team Leader
Tel: 0800 707 6162
Email: paula.j.murphy @bt.com
3rd
Andrew Taylor
PEW Manager
Mob: 07918 080138
Email: andrew.2.taylor @bt.com
4th
Richard Cushnie
Senior Operations Manager
Tel: 0208 666 2604 or 01293 877495
Mob: 07764 140126
Email: richard.cushnie @bt.com
5th
Richard Bushell
A/General Manager In-life Service Management
Tel: 01977 594054
Mob 07703 403136
Email: [email protected]
normally passed internally to CP traffic management teams. In some cases CPs will be asked to divert emergency traffic off the affected routes.
9.7. Access & Downtime
The CMC PEW Team will liaise with CPs in cases where BT requires access to the customer’s premises to be able to affect the PEW.
9.8. Embargoes
Customers should be aware that BT does not recognise any non-BT embargoes. If CPs object to a PEW due to it coinciding with their own embargo period, they will have to treat it as a change request and submit details, as previously stated.
9.9. Other Information
Each CP should nominate a person/department to handle PEW and an e-mail inbox to receive notifications. There is a limit of 3 email addresses only per CP and preferably a direct line number for any issues that may arise. It remains the responsibility of CPs to update the contact list and to notify the CMC PEW Team of any contact changes. Although the CMC PEW Team can be contacted by telephone; requests and issues should be submitted by means of email. Telephone calls can get forgotten or overlooked whereas emails provide an auditable trail of all business dealings with all CPs.
CPs may also have other enquiries about PEWs. This may need to be passed to the PEW Team Manager or their respective BT Customer Service or Customer Liaison Manager.
Customers should be aware that the CMC PEW Team is an administration-based team and consequently do not under any circumstances generate BT PEWs. In the event of CPs experiencing a loss to their service outside the CMC PEW Team’s operational hours of 08:00 – 17:00 Monday to Friday, it is kindly suggested that if advised that the outage is due to a PEW, please ask the BT employee they are speaking to for their full name as well as the BT PEW reference number.
To be able to carry out an effective investigation into an un-notified PEW, the identity of the person who advised that the outage was due to a PEW as well as the BT PEW reference number are absolutely necessary. Without these two pieces of information it may not be possible to complete a successful investigation.
10. High Level Escalations
We recognise that sometimes, the normal escalation path (as detailed in your 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: [email protected] 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).
11. Commercial Interface Management
BT’s Commercial Interface Manager should be the first point of contact for any matters in regards to the Interconnect Agreement that <CUSTOMER> has with BT via
The BT Wholesale interconnect web site includes most of the BT Wholesale agreements available plus pricing details and the industry code of practice & can be found at:
https://www.btwholesale.com/pages/sc/static/Products/Voice/Interconnect/supportandtools.htm
The Commercial Interface Manager is the BT representative who will be happy to discuss any queries, as well as any issues with BT Wholesale products and new service requests.
12. Statistics Measures
There is a contractual obligation on <CUSTOMER> and British Telecommunications PLC to exchange statistical information on a regular basis. The obligations are contained within the Interconnect Agreement and the associated schedules and annexes.
13. Capacity Management
Purpose: The monitoring and control of current capacity at all of <CUSTOMER> sites is essential to the successful provision of BT products and services. Access link capacity management will be implemented as appropriate.
Capacity Profiles: The contract requires each Capacity Profile to be presented to the other party at four month intervals, not less than 15 working days before the relevant Technical Review Meeting. Traffic Forecasts are required at annual intervals and should be sent to BT at least 15 working days before the Technical Review Meeting preceding the start of the forecast period.
Key Dates: The key dates that need to be monitored from initial Contract Signing to on-going review meetings.
13.1. Switch Sites
Provision access to switch sites will be arranged via the Network Operations Manager or the <CUSTOMER> Planned Works office.
Repair Access to <CUSTOMER> sites for BT personnel will be arranged via the Network Management Centre and the CMC
13.2. Field Sites
Provision access to <CUSTOMER> sites for BT personal will be arranged via the Network Operations Managers.
Repair access to <CUSTOMER> sites will be arranged via the Network Management Centre and the CMC.
24 hour access to Communication Provider equipment on BT sites is available via: 0113 237 7718
13.3. BT Towers & Masts
Access to BT towers and masts under the Site Sharing Agreement will be via the CMC using the agreed site sharing process for provision and repair.
14. Complaint Handling
BT Wholesale generally divides complaints into two categories:
14.1. 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 BT Wholesale operational channels are best placed to resolve any issues and the first level escalation point as detailed in sections 3 and 4 above 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 BT Account Manager.
14.2. High Level Complaints
High Level Complaints are those complaints that generally obtain a high level of priority because of e.g. the level of customer dissatisfaction. In the first instance such complaints should be directed to your account manager.
15. Meeting Structure
15.1. Account Review Meeting (ARM)
The scope of the ARM is to provide a platform for the senior management team from both <CUSTOMER> and BT to discuss strategic opportunities and initiate actions to improve the way that business is conducted between the two companies.
Reports of major successes and issues from the TRM and each SRM will be provided at the ARM.
15.2. Technical Review Meeting (TRM)
Technical Review Meetings are held regularly between representatives of <CUSTOMER> and the BT Technical Account Manager. The TRM will discuss plans and details of issues relating to the advance planning, provisioning and testing of interconnect voice circuits. They will also agree routing plans when the circuits are brought into service.
15.3. Service Review Meeting (SRM)
Service Development Meetings are held regularly between representatives of the Customer and the BT Wholesale Account team representative. The Service Review Meeting is held on a regular basis and reviews BT’s and the customer’s performance over the previous period and in particular to understand better where improvements can be made to enhance the service delivery and reduce fault volumes.
15.4. Meeting Agendas – Suggested examples
AGENDA TECHNICAL REVIEW MEETING
1) Introductions 2) Actions from last meeting 3) Review interconnect traffic 4) Traffic forecasts and ACO's 5) Sign-off 6) Date of next submission 7) Associated routing plans 8) Review implementation and testing issues 9) Future requirements
a) Interconnect of new switches b) Change’s to software builds c) New switch connections d) New services / number ranges
10) Documentation review 11) Customer issues 12) AOB
AGENDA SERVICE REVIEW MEETING
1) Introductions 2) Actions from last meeting 3) Provision update
a) Quality of orders b) Progress reports c) Inventory
4) Maintenance performance and structured questions: a) Traffic record review b) Fault performance and volumes c) Network failures and network traffic management actions d) Planned engineering works e) Other operational issues
5) Customer future requirements 6) Service development:
a) Customer Satisfaction survey, b) Any proactive service development issues arising from the ADP
7) Customer issues 8) Customer service plan update 9) AOB
16. BT Wholesale Interconnect Directory – Annex A
Function Name Telephone & Mobile
Facsimile & Email
Account Manager Contact (*See Note 1)
<enter details as appropriate>
Tel:
Mob:
Email:
Client Manager (where applicable)
<enter details as appropriate>
Tel:
Mob:
Email:
SIA Contract Central (production & processing only)
Tel: N/A Fax: 01908 861869
Email: [email protected]
Commercial Interface Team (CIT)
Tel: N/A Email: [email protected]
Technical Account Management (TAM)
Team central Tel & Email or dedicated lead TAM
Tel: 0131 448 4836 or as per dedicated lead Manager
Fax: N/A
Email: [email protected] or as per dedicated manager
BT Pricing Team
Team – Carrier Price List queries
Tel: N/A Email: [email protected]
General Billing Managed Enquiries
Managed Enquiries Billing Team
Tel: 0800 218 2032 Email: [email protected]
Billing Managed Enquiries Team Manager
Matthew Boyle Tel: 01324 456754 Email: [email protected]
Head of Billing Managed Enquiries
Dave Kidd Mob: 07802 795781 Email: [email protected]
AIT Manager Marie Conway Tel: 01325 567699 Email: [email protected]
Interconnect Ordering
Wolverhampton Customer Technical Centre (CTC)
Tel: 0800 672 638 Fax : 01902 771 968
Email : [email protected]
Provision Joint Testing Booking
Ron Ruddiforth, Brian Wood or
Tel: 0800 155 080 Email: [email protected]
Function Name Telephone & Mobile
Facsimile & Email
Office (PJTBO) Graham Campion
PJTBO Manager
Rob Carthew Tel: 01792 638344
Mob: 07850 702972
Email: [email protected]
Interconnect Fault Reporting
CMC Repair Team
Tel: 0800 085 3305 Email: [email protected]
N.B. Please follow up emails with a call to the repair team.
Structured Questions
CMC Tel: 0800 085 3305 Email: [email protected]
Network Fault Definitions
CMC Tel: 0800 085 3305 Email: [email protected]
Initial OP Testing
Interconnect Tel: 0800 085 3305 Email: [email protected]
(further testing will be managed through Edinburgh & Martlesham centres)
Fault Reception (for C7 traces only)
Planned Engineering Works
BT CMC Tel: 0800 707 6126 Email: [email protected]
Call Traces – Elapsed (including name/address info)
*Voice contact for follow up
Barry Charlton Tel: 0207 079 5678
Mob: 07860 647735
Fax: 0207 079 5656
Email: [email protected]
Generic email : Business hours [email protected]
Network Traffic Management
CEMC Oswestry
Tel: 01691 666275 or 01691 670705
Email: [email protected]
Call Traces – Real Time (including name/address info for follow up)
CEMC Oswestry
Tel: 01691 666275 or 01691 670705
Email: [email protected]
Call Gapping CEMC Tel: 01691 666275 Email: [email protected]
Function Name Telephone & Mobile
Facsimile & Email
Oswestry or 01691 670705
Inter Network Call Traces
CEMC Oswestry
Tel: 01691 666275 or 01691 670705
Email: [email protected]
Planned Media Events
CEMC Oswestry
Tel: 01691 666275 or 01691 670705
Email: [email protected]
Data Management Amendments (DMA’s)
Wolverhampton CTC or CIM as specified on DMA proforma
Email: [email protected]
O&M Manual – via Interconnect Network Interconnect Responsible Officer (NIRO)
Alan Faux Tel: 01473 649472 Email: [email protected]
Network Integration Testing (NIT)
Andy Fisk Tel: 01473 644009 Email: [email protected]
*Note 1 – for customers who do not know the name of their Account Manager please call 0800 671 045.
17. CP Interconnect Directory – Annex B
Function Name Telephone & Mobile
Facsimile & Email
