Proximus. Support Service for IT Systems. Service Description

Transcription

1 Proximus Support Service for IT Systems Service Description Date 31/07/2014

2 Document History Version Number Version Date Info V1 08/06/2010 Initial Version V2 24/08/2010 Notification procedure in intake process and alarm process added V3 30/06/2014 Adaptation of the SIF template and new update notification V4 31/07/2014 Update of the list of IT systems impacted (ATM reporting tool no more applicable) Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 2 of 13

3 Table of contents 1. Introduction Scope Intake process General Business Critical Non Business Critical Intake channel and escalation levels Level Level Level Intake channel availability Notification channel Conditions of utilization Alarm process Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 3 of 13

4 1. Introduction This document describes the support service which Proximus will offer to the Beneficiary regarding the Proximus IT systems used by the Beneficiary for pre-provisioning, ordering, billing and repair of Proximus services. It will be reviewed and adapted in due time in order to be aligned with new IT systems that Proximus would introduce for new services or to support new processes (e.g.: service support tools developed for the projects Open Calendar and Certified Technician). The Beneficiary understands that once this support service comes into effect he will receive more information on unplanned outages than before. This increased communication does not mean that there are actually more outages than before nevertheless this service description aims at improving the current communication towards the OLO s around the outages that occur. The Beneficiary is the operator who has entered into a contract with Proximus for the provision of wholesale services. The Proximus IT systems are listed hereinafter in section 2, insofar these are offered by Proximus under the applicable contract terms to the Beneficiary. 2. Scope The purpose of this support service is to serve the technical problem or malfunction of the IT system, not to handle the specific request or perform the specific action which normally the IT system would have provided, should the technical problem not have occurred. These specific requests or actions shall be handled via the existing escalation channels such as the provisioning support teams as described in the applicable contract/reference offer. Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 4 of 13

5 The following IT-systems are part of the scope of this document: Application Usage Short description Personal Page All Wholesale products Secured website, tailor-made per Beneficiary LLU Inquiry Tool (Web & Xml) WBA/Broba / Bruo Feasibility check tool based on XML or Web xdsl Availability Check Tool (Web & Xml) Carrier/WBA/ Broba Feasibility check tool based on XML or Web e-calculator LL Calculates the distance for Leased lines e-order forms PSTN/ ISDN / Brotsoll / xdsl /LL / ONS Web based order forms e-net Center Housing Web based request form for access to Proximus housing centers Ordering XML s Bruo /Broba /WBA/ Carrier DSL XML based ordering e-troubleshooting LL/xDSL/ bilan/ WBA/ Explore/Broba / Bruo Repair ticket intake system Net Events LL/ bilan / Explore Gives information about planned works and major outages e-dedicated Library All Wholesale products Web based Document management e-order Status PSTN/ ISDN / Brotsoll / xdsl /LL / ONS / bilan / Explore Status reporting tool on orders Bill Viewer All products Web based invoice viewer Two channels are used to detect an issue on IT systems: - Via the intake process - Via the alarm process Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 5 of 13

6 3. Intake process 3.1 General In order to allow the Beneficiary to report in a structured way the issues they encounter with the Proximus IT Systems used by the Beneficiary, an intake process has been put in place. This process will cover the reception of the complaint, the creation of the ticket inside Proximus, and, should the problem remain unsolved, its escalation by the Beneficiary towards Proximus. Moreover, via the Notification process, the Beneficiary will be informed by Proximus of the status of the related IT issue. 3.2 Business Critical Non Business Critical In order to optimize the follow-up of the intakes, a distinction is made between Business Critical and Non Business Critical IT Systems, according to the following table: Business Critical systems - LLU Inquiry Tool (Web & Xml) - xdsl Availability Check Tool (Web & Xml) - Ordering XML s - e-troubleshooting - e-order forms - CWS Website - Personal Page Non Business Critical systems - e-calculator - e-net Center - Net Events - e-dedicated Library - e-order Status - Bill Viewer 3.3 Intake channel and escalation levels A specific intake channel is dedicated to the Beneficiary to report general issues on the Proximus IT Systems, and to escalate these issues when necessary, according to the summary table hereafter and the rules defined in section 3.3.1, and Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 6 of 13

7 INTAKE and ESCALATION MATRIX for IT SYSTEM issues L1 078/ Option 9 Create ticket. L2 078/ Option 9 Escalate ticket. L3 CWS Business Representative Mobile: Note: in the event of malfunctioning of the 078/152232, the Beneficiary may contact directly the number mentioned for L3 escalation. 3 levels of intake and escalation have been defined: Level 1 The Beneficiary contacts Proximus at the number 078/ Option 9 to report issues with one of the Proximus IT systems mentioned in this document. The Proximus helpdesk will create a ticket for the tool concerned and give a ticket number to the Beneficiary. In case Proximus needs additional information from the Beneficiary, the Proximus operator will contact the Beneficiary Level 2 The issue has been reported to Proximus, but remains unsolved. The Beneficiary has the possibility to escalate the ticket that was already opened under level 1, upon these cumulative conditions: a ticket has already been opened by the Beneficiary, there is no improvement on the situation. In this event, he contacts Proximus at the number 078/ Option 9 requiring an escalation of the ticket opened on L1 and indicating the ticket number for which he wants to activate the escalation process L2. Timing The timing mentioned in the table below is the minimum time elapsed before a ticket can be escalated up to level 2. The timing is calculated between the creation of the ticket in level 1 and the escalation of the ticket to level 2. Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 7 of 13

8 Level 2: Escalate Ticket to 078/ Option 9 Business Critical Tools 4h Non Business Critical Tools 6h during Business hours Under the present document, Business hours are considered as being from 8h00 to 16h30 excluding Saturday, Sunday, Belgian and Proximus holidays. Proximus holidays are 2 January and 26 December Level 3 A Level 3 escalation is possible when the problem has been reported to Proximus on Level 2 and remains unsolved, upon these cumulative conditions: - a ticket has been created on Level 1, - this ticket has been escalated to the Level 2 channel, - the situation has not improved yet. In this case, the Beneficiary contacts the CWS Business Representative on the mobile phone number mentioned in the escalation summary table. Timing The timing mentioned in the table below is the minimum time elapsed before a ticket can be escalated up to level 3. The timing is calculated between the creation of the ticket in level 1 and the escalation of the ticket to level 3. Level 3: Escalate Ticket to Business Critical Tools 6h Non Business Critical Tools 8h during Business hours Under the present document, Business hours are considered as being from 8h00 to 16h30 excluding Saturday, Sunday, Belgian and Proximus holidays. Proximus holidays are 2 January and 26 December. Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 8 of 13

9 3.4 Intake channel availability For Business Critical IT Systems all 3 levels will have a 24/24H 7/7D availability on intake (creation ticket for level 1, escalation ticket for levels 2 & 3). For Non Business Critical IT Systems all 3 levels will have Business Hours availability on intake (creation ticket for level 1, escalation ticket for levels 2 & 3). The Business hours are from , excluding Saturday, Sunday, Belgian and Proximus holidays. Proximus holidays are 2 January and 26 December. 3.5 Notification channel All s registered in the e-services will receive the Service Impact Flash (SIF) message notification. The Beneficiary can (un)subscribe to the Service Impact Flash (SIF) message of Proximus. For that purpose, the Beneficiary shall send a request to the mail box web.wholesale@proximus.com. A confirmation will be sent, within the five working days, to the Beneficiary to confirm the subscription. If the Beneficiary has subscribed to receive a SIF message, Proximus will confirm to the Beneficiary the issue registration by sending a SIF open message triggered via the intake process. Proximus will inform the Beneficiary about the solving of the issue by sending a SIF update message triggered by the availability of new information with respect to the issue resolution. As soon as the issue is solved and the impact is cleared, Proximus will send to the Beneficiary a closure notification: a SIF close message of the incident towards the Beneficiary. SIF Open - Flash ref. Display the reference for the incident notification. - Application / Service Display the name of the service or IT system for which an issue has been potentially detected. - Problem type Identify the application as unavailable or degraded and whether it is business critical or not. - Impacted feature Functionality impacted - Start date Display the day and time when the issue has been registered by Proximus. - Customer ticket Reference of the ticket opened by the OLO - Infrastructure ticket Reference to be communicated towards Proximus. - Problem description Description of the issue as reported by the OLO - Possible workaround Describe the possible workaround (if any) to use the functionality before the issue is Solved Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 9 of 13

10 S ervice Impact Flash Flash ref : Possible general outage notified by customer complaint Application / Service : Problem Type : Impacted Feature : Start Date : Customer Ticket : Infrastructure Ticket : Problem Description : Possible Workaround : SIF Update - Flash ref. Display the reference for the incident notification. - Application / Service Display the name of the service or IT system for which an issue has been potentially detected. - Problem type Identify the application as unavailable or degraded and whether it is business critical or not. - Impacted feature Functionality impacted - Start date Display the day and time when the issue has been registered by Proximus. - Customer ticket Reference of the ticket opened by the OLO - Infrastructure ticket Reference to be communicated towards Proximus. Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 10 of 13

11 - Problem description Description of the issue as reported by the OLO - Possible workaround Describe the possible workaround (if any) to use the functionality before the issue is solved - Estimated resolution time Indicate when Proximus estimates to solve the issue - Update Intermediate information available about the solving of the ticket S ervice Impact Flash Flash ref : Possible general outage notified by customer complaint Application / Service : Problem Type : Impacted Feature : Start Date : Customer Ticket : Infrastructure Ticket : Problem Description : Possible Workaround : Update : Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 11 of 13

12 SIF Close - Flash ref.: Display the reference for the incident notification. - Application / Service: Display the name of the service or IT system for which an issue has been potentially detected. - Problem type: Identify the application as unavailable or degraded and whether it is business critical or not. - Impacted feature / Functionality impacted - Start date: Display the day and time when the issue has been registered by Proximus. - Customer ticket: Reference of the ticket opened by the OLO - Infrastructure ticket: Reference to be communicated towards Proximus. - Problem description: Description of the issue as reported by the OLO - End Date: Display the day and time when the issue has been closed. - Closure Information: Information available at the closure of the ticket S ervice Impact Flash Flash ref : Possible general outage notified by customer complaint Application / Service : Problem Type : Impacted Feature : Start date : Customer Ticket : Infrastructure Ticket : Problem description : End Date : Closure Information : Proximus will also inform the Beneficiaries concerned of all issues detected and solved via SIF open message and SIF close message. Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 12 of 13

13 3.6 Conditions of utilization The Beneficiary undertakes to use the process of escalation exclusively upon the conditions described above. Proximus reserves the right to not handle the call or escalation in the event of the Beneficiary does not respect conscientiously the conditions described above. Any abuse of the contact number by the Beneficiary will not be accepted by Proximus. 4. Alarm process Proximus will also notify pro-actively to the Beneficiaries concerned via a SIF open message in case of alarm detected via the monitoring on the IT systems. The pro-active notification for Business Critical IT Systems will be communicated on a 24/24H 7/7D basis. For Non Business Critical IT Systems, the pro-active notification will be communicated during Business Hours only. The Beneficiary with registered in the e-services will automatically receive the Service Impact Flash (SIF) message notification to take advantage of this alarm process and to be notified about an issue. The Beneficiary can (un)subscribe to the Service Impact Flash (SIF) message of Proximus. All detailed information is described in section 3.5. Proximus will notify the Beneficiaries concerned, as soon as reasonably practicable of any issues on IT systems in order to allow him to take any appropriate action. Proximus shall, where reasonably practicable, notify the Beneficiaries concerned about an issue on IT systems if the issue is longer than 15 minutes in duration. Proximus will further advise the Beneficiary when the issue is closed. The escalation criteria for the alarm process are identical as for the intake process. The section 3.3 describes this escalation process. Brussels Register of Legal Entities, Giro BE BPOTBEB1 Page 13 of 13