Telephone System Service Level Agreement
|
|
- Sherman Todd
- 5 years ago
- Views:
Transcription
1 Telephone System Service Level Agreement V1.0 The Complete Business Solution
2 04 0 Document Version Log 03 1 Purpose 03 2 Service Description 03 3 Service Availability 03 4 Scope of Service and Exclusion 03 5 Responsibilities 04 6 Incident Management 05 7 Service Levels 06 8 Incident Management Responses 07 9 Escalation Path Complaints Out of Hours Support systemsupport@focus-grp.co.uk
3 Document Version Log Date Version Revised By Approved By Description of Change 26 / 04 / Ben Godwin Ben Godwin Initial Version 1. Purpose This Service Level Agreement (SLA) specifies the timeframes in which we will endeavour to respond to incidents and resolve any telephone system issues. Included in this SLA is the incident procedure, associated response level and escalation process. Focus Group are committed to delivering a high level of service to ensure that the telephone system is an effective enabling tool for all of our customers. 2. Service Description Focus Group is responsible for maintaining the Telephone System and directly associated service used for the company specified as detailed on the Sales Order. This is to ensure that the telephony service ( the service ) is available for use in accordance with the service levels described in this agreement. 3. Service Availability Focus Group will endeavour to ensure that the service is available 24 x 7 subject to planned outages as communicated by Focus Group, which in many cases will be determined by third party providers. 4. Scope of Service Support and Exclusion 4.1 Hours of Support The Focus Support Desk is available between 09:00 and 17:30, Monday to Friday (excluding Public Holidays). 4.2 Service Schedule Precise details of what is covered should be clear on the Sales Order form, but as a general rule we will usually cover the following Focus Group 03 systemsupport@focus-grp.co.uk
4 Router giving access to telephony cloud (provided router assurance is maintained) Handsets or soft clients Any wireless access points provided as a part of the service Data connection Fixed lines Software PCs or Servers 4.3 The following services and devices are not covered by this SLA or any service schedule Customers Services, including infrastructure, hardware and software Network switches used for the telephony service DECT phones Internal cabling Mains cabling and supply Headsets 5. Responsibilities 5.1 The customer is responsible for the following: Providing a valid service identifier such as site name, address or telephone number when reporting an incident to the Support team Provide and maintain a list of authorised technical representatives who can act on behalf of the customer, and be contacted either by Focus Support or a third party appointed by Focus Group Checking that equipment is cabled and powered correctly, including: phones, routers etc Completing diagnostic checks when requested by a Focus Group representative Confirmation that the particular incident reported has been resolved. 04 systemsupport@focus-grp.co.uk
5 5.2 Focus Group is responsible for the following: Support provided via telephone and Issuing a unique reference number for each new incident raised Monitoring each incident through to completion Providing updates on the status/progress as agreed with the customer Escalation as appropriate Confirming when an incident has been resolved. 6. Incident Management All incidents relating to the service detected by end users must be reported to the Focus Support team for further diagnosis. The Support team member will log a task on our in-house CRM System. The call will then be routed to the appropriate Support Technician in accordance with the minimum Service Level timelines. Within the SLA defined working hours: 1. The Support team will receive an /telephone call of any incidents relating to the telephony system. 2. The Support team will log the incident with the customer contact as the requester. 3. Each call logged by the Support team is assigned a unique task number. This incident (or task) number will be communicated to the requester and should be used when contacting the Support team for updates. 4. The Support team will assess the issue and engage the various technical representatives to assist and diagnose. 5. The customer contact will receive regular (in some cases, voice call) updates in accordance with the category assigned to the task. 6. When the incident is resolved, changes completed, and/or the questions answered, the customer will be further updated and Focus Group will request acceptance to close the ticket. Focus Group will make a maximum of 2 closure requests within a period of 2 days after we believe the incident has been resolved. The ticket will then be closed unless anything further is heard from the customer in that time. 05 systemsupport@focus-grp.co.uk focus-grp.co.uk
6 7. Service Levels Focus Group prioritises all requests according to their impact and urgency to ensure that appropriate response times to the incident service requests it receives are easily identifiable. Incidents with a large impact or problems that prevent a section of a business from performing its work completely are given a higher priority than other incidents or requests, for example, those affecting a single individual or affecting a less important function. The following priorities are for incidents and service requests which cannot be immediately resolved. Note: the status of any call can be obtained by contacting the Support team and providing the relevant task number. You will, however, receive periodic updates on any tasks raised. Focus Group will look to agree the priority level with the customer to avoid confusion or differing expectations. In some cases, the incident may take longer to resolve than desired and Focus Group will endeavour to ensure that customers are informed of the incident status. In all cases, the Support team will notify the customer (or agreed representative) when the issue has been resolved and will only close the call when the customer has agreed to do so, or a request to close has not been responded as mentioned above. Priority 1 Incidents where there is a total system failure or failure of a component that renders the complete system unusable in one or more sites. (Class = Major Incident) Priority 2 Incidents that reduce the level of functionality or performance of the system across 1 or more sites. (Class = Significant Incident) Priority 3 Incidents that affect a single user or component that has a limited effect on the rest of the system. No disruption to service. (Class = Minor Incident) Priority 4 Service requests for configuration changes or a loss of functionality that is not service affecting. No disruption to service. (Class = Information request or config. change) 06 systemsupport@focus-grp.co.uk
7 8. Incident Management Responses All times are working hours/days P1 P2 P3 P4 Initial response time 30mins 30mins 60mins 60mins Frequency of updates 2hrs 4hrs 2days 5days Target Fix Time 8hrs 2days 5days 10days 9. Escalation Path If you feel that a fault is not being progressed within the given timescales or is not receiving the appropriate attention or priority, please feel free to contact Focus Escalation team below; quote the relevant ticket number and state the reasons to why you believe the ticket should be escalated. Please note that escalation levels are designed to assist you, so please use them in order. Escalation Path Escalation Name Role Level 1 - Lines JP Peters Support Manager jp.peters@focus-grp.co.uk Level 1 - Systems Greg Olsen System Support Team Leader greg.olsen@focus-grp.co.uk Level 2 Daniel Barnett Head of Engineering daniel.barnett@focus-grp.co.uk Level 3 Ben Godwin Head of Service & Support ben.godwin@focus-grp.co.uk Level 4 Vicki Rishbeth Technical Director vicki.rishbeth@focus-grp.co.uk 07 systemsupport@focus-grp.co.uk
8 10. Complaints All complaints related to logged Support incidents should, in the first instance, be directed to the escalation paths detailed on page 7. The complaint will be investigated and actioned, and if necessary, can be escalated to the Customer Service team - customerservice@focus-grp.co.uk 11. Out of Hours Support Out of hours support is provided only by prior agreement, however, faults on care level lines can be reported out of hours and will be logged with BT Openreach. Please note that only those with care level 4 are 24 x 7 response and will be processed from the time of calling - these carry an Appendix A Incident logging requirements Fault Localisation Preliminary Checks - To enable us to resolve any support queries as quickly as we would like, we will need certain information from you to open and progress support tasks. - Problem symptoms referring to all faults should be captured and must be recent. - Example calls should not be older than 48 hours except where this is impossible. The details required before reporting to our Support Desk are listed in Fault Logging Requirements. Telephone Line Fault Localisation ISDN2/30 - Reboot the Customer Premises Equipment (Telephone System). If you are unsure as to your equipment suitability for this then please check first with your system maintainer. This course of action resolves around 50% of faults reported to us. - Where a Telephone System is present, can you make internal calls? - Take note of what happens on incoming and outgoing calls. - If fault is intermittent how often does it occur? - Are DDIs affected also? If so, which are affected? All/some? 08 systemsupport@focus-grp.co.uk
9 Data Line Fault Localisation Broadband - Firstly, try rebooting the router. Power down and leave off for a minimum of 20 minutes. - Power back on, wait 5 minutes and then check for connectivity. - If still no connectivity, plug an analogue handset into the line box; removing all microfilters; check for dial tone. If none, then follow analogue line fault localisation. - If dial tone is present, swap microfilter if possible. - Take note of which lights on router are on/off. - If possible check the username and password in router. Ethernet/MPLS/VPLS/Private Networks Please confirm the first line checks below: - Are you experiencing power issues on-site? - Has any maintenance work on the equipment been carried out and/or could it have been disconnected? - Has the router and NTU been rebooted? If you have eliminated any power issues and the re-boot(s) have not restored service then please confirm the information below: - Can you ping your default gateway? - Can you provide a traceroute to destination on the internet (e.g ) or another site if this circuit is part of an MPLS or VPLS service? - All light statuses for the LEDS on the NTU (not applicable if DSL service) - All light statuses on the router - Site contact name, number and access times should an engineer be required. 10 systemsupport@focus-grp.co.uk
10 VOIP Fault Localisation - Reboot access router. Power down and leave off for a minimum of 20 minutes; power back on; wait 5 minutes, then check for connectivity. - If using SIP trunks, reboot the telephone system in line with the advice of the system maintainer. Check lights on routers; make a note of which are on/off. - If using ADSL as access method check for dial tone at socket. - If using the 8x8/Focus Cloud/Horizon product, check if all handsets are experiencing issue. - Check lights on routers; make a note of which are on/off. - Take note of what happens on incoming and outgoing calls. - If fault is intermittent how often does it occur? - Are DDIs affected also? If so, which ones are affected? All/some? Fault Logging Requirements All current service faults should be preferably reported by telephone direct to the our Support Desk. Verbal communication will allow our Support Desk to discuss the fault in detail and provide initial diagnostics without delay. The following information should be provided to our Support Desk when logging a fault. Line (WLR) Fault Requirements: - End-User & Service details - End-User s Name - (i) PSTN & ISDN2 -CLI of the faulty line (complete, including the STD code) - (ii) ISDN30 Circuit Reference number & type of telephone system - Full postal address of End-User s premises - Contact name and telephone number (for BT & possible access purposes) - End-User Site Non-Access periods - Required Call Divert telephone number (Not International or premium rate) 11 systemsupport@focus-grp.co.uk
11 Completed Preliminary Checks: - Has the equipment been checked & is okay? - Has the power supply been checked & is okay? - Has Fault Localisation been completed? Faults Details: - Nature of fault - Symptom of fault - Intermittent/Frequency or permanent? - When did the fault start? VOIP Fault Localisation Customer: - Name - Full Postal Address - Contact Number - Access hours to premise Circuit reference or telephone number - What is the problem? - Nature of fault - Symptom of fault - Frequent / Intermittent? - Has reboot been completed? - If broadband line has been tested or voice call attempted on the line from the test socket - Trace routes to , default gateway and next hop/available address if possible VOIP Fault Requirements Customer: - Name - Full postal address - Contact number 12 systemsupport@focus-grp.co.uk
12 What is the problem? - Nature of fault - Symptom of fault - Frequent/Intermittent? - If intermittent are there any patterns in the time(s) of failure? - Product type; Horizon, SIP trunking etc - When did the problem start? - Identify your router Make and Model - Have any changes happened on your local area network or firewall recently? - Which provided Internet Service are you using? - If you are having issues with call quality or particular destinations please create and complete a table similar to the one shown below dependant on whether or not the issues are for outgoing calls or incoming calls. We need at least three examples within the last 48 hours to investigate. - Do you need a divert? Inbound - minimum of three call examples Date Time Source* Destination** Result * The number of the person calling you ** The number they are dialling Outbound - minimum of three call examples Date Time Source* Destination** Result * The number you are calling from ** The number you are calling 13 systemsupport@focus-grp.co.uk
Customer Support Guide
Customer Support Guide V5.0 The Complete Business Solution 04 Contents 1 Introduction 03 2 Service Overview 03 3 Fault Reporting 03 3.1 Focus Support Desk 03 4 Fault Localisation 04 4.1 Preliminary Checks
More informationFault Handling Document
1 Fault Handling Document Author: Chris Goodman Version: 1.2.2 Date: 28th May 2014 2 1 Introduction This document provides details of our fault reporting arrangements. 2 Service Overview Reception, investigation,
More informationFault Handling Document
1 Fault Handling Document Author: Chris Goodman Version: 1.2.1 Date: 28th May 2012 2 Contents 1 INTRODUCTION 3 2 SERVICE OVERVIEW 3 3 FAULT REPORTING - 3.1 FOCUS FRONT DESK 3 4 FAULT LOCALISATION - 4.1
More informationBDR Fault Handling Document
1 BDR Fault Handling Document Author: Dean Mitchell Version: 1.2 Date: 13th March2018 2 1 Introduction This document provides details of our fault reporting arrangements. 2 Service Overview Reception,
More informationRHM Client Support Plan
RHM Client Support Plan Issue 1 February 2017 Quick Contact Reference: We want to make contacting RHM as easy as possible for our customers therefore you may get your message across via a-few different
More informationNexgen Australia. Service Level Agreement
Nexgen Australia Service Level Agreement V090218 1 P a g e Contents 1. Introduction 2. Definitions 3. Faults 3.1 Fault Reporting 3.2 Fault Management 3.3 Fault Priority Classification 3.4 Target Response
More informationFixed Line Services SLA Fault Reporting
Fixed Line Services SLA Fault Reporting How to report a fault to us Call: 0 44550 - Option, Option Email: fixedlinefaults@onecom.co.uk We ll need the below information to log your fault: Company name and
More informationStanddards of Service
Standards of Service for the Provision and Maintenance of; THUS Demon Business 2000, Business 8000, Business 2+, Business 2 + Pro, Demon Business Lite, Demon Business Lite +, Demon Business Unlimited,
More informationMaintel SIP Trunking Service Description
Maintel SIP Trunking Service Description November 2016 Brian Mackow-McGuire 2016 Maintel maintel.co.uk Maintel SIP Trunking Service Description_1216 1 Contents 1. SIP Service Overview 4 1.1. What is Maintel's
More informationOverview. Network Fault Restoration v
Overview YOU TELUS Fixed Services (PSTN, ISDN 2, ISDN 10/20/30) are a resale of Telstra s Fixed Line Network. Fault restoration, maintenance and repair are controlled and managed by Telstra s Fault Management
More informationFIXED SERVICE SCHEDULE ISDN 2 SERVICE. The following additional terms and conditions apply to the provision of the ISDN 2 Service.
FIXED SERVICE SCHEDULE ISDN 2 SERVICE The following additional terms and conditions apply to the provision of the ISDN 2 Service. 1 DEFINITIONS In this Service Schedule, in addition to those terms defined
More informationService Level Agreement Domain Registration Services
Domain Registration Services 15 th March 2016 Not just another IT company Why? Because we think, react and deliver differently. Advise, Build, Support & Protect. It s what we do best, simple as that. We
More informationService Level Agreement
General This document is a (SLA) setting out the indicative levels of services to be provided to you by Luminet. This document must be read in conjunction with our standard Terms and Conditions of Service
More informationBT One Cloud Cisco UK Schedule to the General Terms
BT One Cloud Cisco UK Schedule to the General Terms Contents A note on you... 2 1 Service Summary... 2 2 Standard Service Components... 2 3 Service Options... 2 4 Service Management Boundary... 3 5 Associated
More informationVSL Service Level Agreement (SLA)
VSL Service Level Agreement (SLA) Version: 18.03.2015 Table of Contents 1. Overview 2. VSL Telephone Line Rental (WLR) and Calls - SLA 2.1 Analogue Basic Line 2.2 ISDN30e/ISDN2e/Analogue Premium Lines
More informationMASTER SERVICES AGREEMENT SERVICE DESCRIPTION
: SMART SIP PART A PRODUCT OVERVIEW The Smart SIP service employs Session Initiation Protocol (SIP) for voice and multimedia communication sessions and connects to a range of end user phone systems such
More informationBroadband Solutions Pty Ltd. Broadband Solutions Service Level Agreement
Pty Ltd Service Level Agreement 1 st August 2017 Version No: 1.1 Commercial in Confidence This page intentionally left blank for double-sided printing 2 P a g e B r o a d b a n d S o l u t i o n s P t
More informationWAN/MPLS SLA Fault Reporting
WAN/MPLS SLA Fault Reporting How to report a fault to us Call: 0 550 - Option, Option 5 Email: fixedlinefaults@onecom.co.uk We ll need the below information to log your fault: Company name and your name
More informationBT Managed DDoS Security UK Annex to the Internet Connect UK Schedule
BT Managed DDoS Security UK Annex to the Internet Connect UK Schedule Contents A note on you... 2 Application of this Annex... 2 Part A The Service... 2 1 Service Summary... 2 2 Service Standard Components...
More informationTimico Standard Charges - DOC v20 - January 2017 STANDARD CHARGES
STANDARD CHARGES BROADBAND ADSL broadband connection 45.00 One-off FTTC broadband connection - self install 80.00 One-off Migration in, using Notice of Transfer (NoT) 0.00 Free of charge Four port wireless
More informationPUBLICATION 1 SERVICE DESCRIPTION FOR NETWORK INTERACTIVE VOICE RESPONSE SERVICE
PUBLICATION 1 SERVICE DESCRIPTION FOR NETWORK INTERACTIVE VOICE RESPONSE SERVICE 1.1 Service Overview The Network Interactive Voice Response Service ("NIVR Service") provides fully managed network-based
More informationMaintel Calls and Lines Service Description (CPS and WLR3)
Maintel Calls and Lines Service Description (CPS and WLR3) 2016 Maintel maintel.co.uk Maintel CPS and WLR3 Service Description 1 Contents Calls and Lines Service Overview 3 Calls 4 Technical Delivery Method
More informationBUSINESS SERVICES. Business services Pricing: Business Broadband & Fibre PRICING DOCUMENTS BROADBAND AND FIBRE SERVICES
BUSINESS SERVICES PRICING DOCUMENTS BROADBAND AND FIBRE SERVICES Content: A full price list covering the current monthly, one off and time related charges associated to our ADSL Broadband and FTTC Fibre
More informationYour presentation consists of an Audio Bridge. Please Mute your handsets and listen via hands free
Webcasts Web Cast Presentation Your presentation consists of an Audio Bridge Please Mute your handsets and listen via hands free *6 will mute/unmute your phone if it doesn t have the facility Ask questions
More informationLuminet - Service Level Agreement
Service Level Agreement General This document is a Service Level Agreement (SLA) setting out the levels of services to be provided to you by Luminet. This document must be read in conjunction with our
More informationRegistration Data Incident Management Policy
Registration Data Incident Management Policy Author: DCC Operational Policy Draft Version 1 Date: 1 st May 2014 Page 1 of 23 Contents 1 Document History 4 1.1 Document Location 4 1.2 Review Dates 4 1.3
More informationADDITIONAL TERMS FOR HOSTED IP TELEPHONY SERVICES SCHEDULE 2K(B)
ADDITIONAL TERMS FOR HOSTED IP TELEPHONY SERVICES SCHEDULE 2K(B) CONTENTS 1. Service Description... 3 2. Definitions... 3 3. Service Terms... 3 4. IP Phones... 4 5. Customer Obligations... 4 6. Access
More informationHARTREE CENTRE SERVICE NOW SELF- SERVICE PORTAL
HARTREE CENTRE SERVICE NOW SELF- SERVICE PORTAL User Guide Name Amendment Version Reviewed by. Approved by. Lisa Whimperley Initial document Peter Kane Peter Kane creation. 31/10/2017 The Hartree Centre
More informationXrio UBM Quick Start Guide
XRIO UBM QUICK START GUIDE V.2.0 Updated September 2009 Xrio UBM Quick Start Guide Page 1 of 35 UBM QUICK START GUIDE CONTENTS 1.0 Getting Started Page 04 1.1 Connecting to Your UBM Appliance Page 05 1.2
More informationAAPT Business Outbound Voice
AAPT Business Outbound Voice Service Schedule An AAPT Voice Solution This Service Schedule forms part of the Agreement between Us and You and cannot be used as a stand-alone agreement. Any terms defined
More informationPage 1 of 8 ATTACHMENT H
Page 1 of 8 This is Attachment A (Statement of Work Definitions) to the Agreement between the County of Orange, CA ( County ) and Vendor. In the event of a conflict between the definitions set forth in
More informationService Level Agreement
Service Level Agreement General This document is a Service Level Agreement (SLA) setting out the levels of services to be provided to you by Luminet. This document must be read in conjunction with our
More informationIT Service Level Agreement
The Glasgow School of Art IT Service Level Agreement September 2016 Policy Control Title IT Service Level Agreement Date Approved Sep 2016 Approving Bodies Executive Group Implementation Date September
More informationOUR CUSTOMER TERMS IP SOLUTIONS SECTION PART D SERVICE LEVELS CONTENTS
CONTENTS 1 ABOUT THIS PART... 3 2 PROVISIONING AND CHANGES... 3 Terms... 3 IP MAN... 3 IP WAN... 4 IP Wireless... 5 Trans Tasman IP... 5 3 PERFORMANCE... 6 Terms... 6 General Description... 6 Network availability...
More informationQUICKLINE PREMIUM CLASS SERVICE LEVEL AGREEMENT Includes the non-financially backed Premium Class and Premium Plus SLA
QUICKLINE PREMIUM CLASS SERVICE LEVEL AGREEMENT Includes the non-financially backed Premium Class and Premium Plus SLA Rev SLAQPC06052016SJ Please Note: This may not be the newest version of this document;
More informationTELECOMS TERMS & CONDITIONS
TELECOMS TERMS & CONDITIONS The Telecoms Terms and Conditions forms part of 360 Telecoms Ltd General Terms and Conditions which is located on the Website and by request. Should the Customer have any queries
More informationLinchPin. Managed Service For IP VPN Networks. Web Site Telephone
LinchPin Managed Service For IP VPN Networks Web Site www.linchpinnetworks.co.uk Email info@linchpinnetworks.co.uk Telephone 01284 830 841 Introduction The LinchPin CPE Managed Service for IP VPN Networks
More informationVerizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA )
Verizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA ) 1. Overview. This SLA provides performance metrics and provisions for Unified Communications and Collaboration
More informationOnline Fault Management
Online Fault Management Log a problem report To log a fault, you will need to: Search for any existing problem report Troubleshoot the fault Submit a problem report if required. Search for problem report
More informationService Level Agreement (SLA)
Service Level Agreement (SLA) Version History Version Revision Date Status Editor Approval Notes 1.0 20121113 Superseded BTH HASB, JRO, TF Initial release. 2.0 20160415 Superseded MLJ HASB Second release.
More informationTelstra IP Telephony Customer Group Administrator Checklist
Telstra IP Telephony Customer Group Administrator Checklist Version 4.5 Telstra Corporation Limited 2001 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may
More informationOffice Net Unlimited with VDSL Available until 31 October 2017 Service Description
Office Net Unlimited with VDSL Available until 31 October 2017 Service Vodafone s Office Net Unlimited with VDSL is a fixed calling and broadband product. This Service sets out the terms and conditions
More informationBiPAC 7401V(G)PX. 3G/ VoIP/ (802.11g) ADSL2+ Firewall Router. Quick Start Guide
BiPAC 7401V(G)PX 3G/ VoIP/ (802.11g) ADSL2+ Firewall Router Quick Start Guide Quick Start Guide Billion BiPAC 7401V(G)PX 3G/ VoIP/ (802.11g) ADSL2+ Firewall Router PLEASE READ THE QUICK START GUIDE AND
More informationVerizon Spark Hosted Calling Service Level Agreement ( SLA )
Verizon Service Level Agreement ( SLA ) 1. Overview. This SLA provides performance metrics and provisions for. is designed for Cisco Unified Communications Manager, Unified Presence Server and Unity Connections
More informationVOICE AND ANALOGUE VOICE ON THE NATIONAL BROADBAND NETWORK
VOICE AND ANALOGUE VOICE ON THE NATIONAL BROADBAND NETWORK Support your existing and future cusmers with our voice solutions on the National Broadband Network. As Australia transitions the National Broadband
More informationHow to successfully set up your service.
CenturyLink Business VoIP How to successfully set up your service. Onboarding process for Business VoIP This guide will review the steps needed to get you up and running. Welcome to CenturyLink Business
More informationReseller Ethernet Services Schedule
Reseller Ethernet Services Schedule Zen Internet Channel Division Issue: 0.2 Date: Friday, 02 June 2017 Contents 1 Service Overview... 4 2 Managed and Wires-only... 4 2.1 Managed... 4 2.2 Wires-only...
More informationClearswift Managed Security Service for
Clearswift Managed Security Service for Email Service Description Revision 1.0 Copyright Published by Clearswift Ltd. 1995 2019 Clearswift Ltd. All rights reserved. The materials contained herein are the
More informationURL NETWORKS CORPORATE INTERNET
URL NETWORKS CORPORATE INTERNET SERVICE LEVEL AGREEMENT APRIL 2016 1. INTRODUCTION 1.1 This SLA covers services including (unless otherwise notified by URL Networks) Data Services, Voice Services, Dark
More informationBiPAC 7404VNOX BiPAC 7404VNPX
BiPAC 7404VNOX BiPAC 7404VNPX 3G/ VoIP/ 802.11n ADSL2+ (VPN) Firewall Router Quick Start Guide Billion BiPAC 7404VNOX/7404VNPX 3G/VoIP/802.11n ADSL2+ (VPN) Firewall Router PLEASE READ THE QUICK START
More informationConnect Broadband Fibre Residential
Connect Broadband Fibre Residential What is the Connect Broadband Fibre Residential product? Connect Broadband Fibre Residential is KCOM s white label reseller product that we make available to Communications
More informationTrend Micro Global Technical Support Guide for Business Customers
Trend Micro Global Technical Support Guide for Business Customers * Includes global regions except Japan, Greater China, Taiwan, Hong Kong and Korea Page 1 Contents Scope... 3 Common Trend Micro Support
More informationSfB, audio dial-in via PSTN, and recording access are included as part of the Microsoft SfB infrastructure.
SERVICE DESCRIPTION RealConnect for Office 365 On-Line and On-Premises This Service Description describes the Polycom RealConnect for Office 365 ( RCO365 ), on-line ( SFBO ) and on-premises ( SFBS ) Customer
More informationCONTENTS. BT Versatility Owner's Manual
Owner s Manual CONTENTS INTRODUCTION TO YOUR BT VERSATILITY SYSTEM... 10 System description... 10 System options... 11 BT Contact Details:... 11 Using this Manual... 12 Introducing the Featurephones...
More informationYour business better connected. Customer Service Plan V4.2 (November 2017)
Your business better connected Customer Service Plan V4.2 (November 2017) 1 Introduction & Contents Introduction Commsworld deliver a Programme of continual service improvement initiatives which are aligned
More informationCORPORATE GLOBAL ROAMING PRODUCT SPECIFICATION
CORPORATE GLOBAL ROAMING PRODUCT SPECIFICATION 1. INTRODUCTION This document contains information on the Corporate Global Roaming service. If you require more detailed technical information, please contact
More informationWelcome to your new Broadband Service. Premium Router Set-up Guide
Welcome to your new Broadband Service Premium Router Set-up Guide Welcome to your new Broadband Service Thank you for choosing Utility Warehouse to provide your Broadband Service. Please read this guide
More informationDigital Voice: the next step in the UK s digital transformation
Digital Voice: the next step in the UK s digital transformation Rob McLaughlin BT Redcare Phil Cain BT Digital Voice Engagement Team 1 The dawn of a new era We re on the verge of a new era fully digital
More informationEthernet DIA SLA Fault Reporting
Ethernet DIA SLA Fault Reporting How to report a fault to us Call: 0 550 - Option, Option Email: fixedlinefaults@onecom.co.uk We ll need the below information to log your fault: Company name and your name
More informationSisu Super Computing Service Service Level Agreement
Sisu Super Computing Service Service Level Agreement 1. General This Service Level Agreement (hereafter called SLA) is made between the customer, Sisu Super Computing Service user and the service provider,
More informationPTS Customer Protection Agreement
PTS Customer Protection Agreement Revised: July 26, 2017 Thank you for choosing as your IT provider. Customer s Network environments with the most success have an in-house Network Administrator or someone
More informationSpectrum Enterprise SIP Trunking Service Avaya (Nortel) BCM50 Firmware IP PBX Configuration Guide
Spectrum Enterprise SIP Trunking Service Avaya (Nortel) BCM50 Firmware 10.0.1.52.176 IP PBX Configuration Guide About Spectrum Enterprise: Spectrum Enterprise is a division of Charter Communications following
More informationPlease review the SECURE GATEWAY Administrator Guides prior to engaging the AT&T Managed Security Services Support Center.
Secure Network Gateway / Secure E-Mail Gateway Service Technical Support Guide Technical Support Administrative Guides and Training Modules Please review the SECURE EMAIL GATEWAY Administrator Guides prior
More informationSEC Appendix AG. Deleted: 0. Draft Version AG 1.1. Appendix AG. Incident Management Policy
Draft Version AG 1.1 Deleted: 0 Appendix AG Incident Management Policy 1 Definitions In this document, except where the context otherwise requires: Expressions defined in section A of the Code (Definitions
More informationNetwork Services BT MPLS (Marketed as IP Connect Global)
Contents 1. 2. Network Services Customer Responsibilities 3. Network Services General 4. Service Management Boundary 5. Defined Terms Network Services Where the Customer selects Service as detailed in
More informationFEATURELINE CORPORATE.
FEATURELINE CORPORATE. SITE USER GUIDE. This user guide provides you with all the information you need to get the most from your Featureline Corporate Phone. BTB-186 UG - Featureline Corporate AW.indd
More informationSAFECOM SECUREWEB - CUSTOM PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. 2.2 Standard Service Features APPENDIX 2
APPENDIX 2 SAFECOM SECUREWEB - CUSTOM PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the Safecom SecureWeb Custom service. If you require more detailed technical information,
More informationSorting your customer s problems on the first call
Sorting your customer s problems on the first call Contents A key pain point for your customer is when their phone or broadband doesn't work. How it is handled can make or break your customer experience
More informationFAQs User Support. These FAQs are designed to help guide you common Cloud PBX queries. The Service:
These FAQs are designed to help guide you common Cloud PBX queries. The Service: How do I add/remove colleagues to our service? Please contact your Account Manager. I ve heard that there is a Call Recording
More informationConnect V6 Hybrid IP PBX. Owners Manual
Connect V6 Hybrid IP PBX Owners Manual INTRODUCTION TO YOUR COMMANDER CONNECT SYSTEM... 9 System description... 9 System options... 10 Commander Contact Details... 10 USING THIS HANDBOOK... 11 INTRODUCING
More informationA s c e r t i a S u p p o r t S e r v i c e s G u i d e
A s c e r t i a S u p p o r t S e r v i c e s G u i d e A S C E R T I A LTD J A N U A R Y 2 0 1 7 D O C U M E N T V E R S I O N - 5.1 Copyright Ascertia Ltd, 2017 Commercial-in-Confidence 1 Ascertia Support
More informationSpectrum Enterprise SIP Trunking Service AastraLink Pro 160 Firmware build 1005 IP PBX Configuration Guide
Spectrum Enterprise SIP Trunking Service AastraLink Pro 160 Firmware 1.2.2 build 1005 IP PBX Configuration Guide About Spectrum Enterprise: Spectrum Enterprise is a division of Charter Communications following
More informationRelease Notes for DrayTek VigorBX 2000 series (UK/Ireland)
Release Notes for DrayTek VigorBX 2000 series (UK/Ireland) Firmware Version 3.8.1.9 Release Type Critical Upgrade recommended immediately Release Date 21 st May 2018 Build Date 21 st May 2018 Revision
More informationFACTORYTALK PRODUCTIONCENTRE SUPPORT POLICY GUIDEBOOK. Copyright 2007 Rockwell Automation, Inc. All rights reserved.
FACTORYTALK PRODUCTIONCENTRE SUPPORT POLICY GUIDEBOOK Copyright 2007 Rockwell Automation, Inc. All rights reserved. 2 Technical Support Programs Each of our Support Programs includes application, developer
More informationBiPAC 7404V Series. VoIP/ (802.11g) ADSL2+ (VPN) Firewall Router. Quick Start Guide
BiPAC 7404V Series VoIP/ (802.11g) ADSL2+ (VPN) Firewall Router Quick Start Guide Billion BiPAC 7404V Series ADSL2+ Router PLEASE READ THE QUICK START GUIDE AND FOLLOW THE STEPS CAREFULLY. THIS QUICK
More informationAvaya PBX SIP TRUNKING Setup & User Guide
Avaya PBX SIP TRUNKING Setup & User Guide Nextiva.com (800) 285-7995 2 P a g e Contents Description... 3 Avaya IP PBX Configuration... 3 Licensing and Physical Hardware... 4 System Tab Configuration...
More informationVOIP SOLUTIONS. telecomsni
VOIP SOLUTIONS telecomsni Why are businesses turning to VoIP? Low cost In general, a telephone service via VoIP costs less than an equivalent service from traditional providers. There are also some cost
More informationCCIE SP Operations Written Exam v1.0
Cisco 350-060 CCIE SP Operations Written Exam v1.0 Version: 5.0 QUESTION NO: 1 DRAG DROP Cisco 350-060 Exam Answer: Critical Section Loss of Signal (SLOS) Critical Section Loss of Frame (SLOF) Major Alarm
More informationInternode Complaint Handling Policy
Internode Complaint Handling Policy This article will outline our Complaint Handling Policy. While we always aim to provide you with awesome customer service, if you haven t received the service you expected,
More informationRemedyForce Self Service Portal. A Guide for Customers
RemedyForce Self Service Portal A Guide for Customers Page 1 of 11 Welcome to the new Tribal Remedy Self Service Portal. RemedyForce is an IT Service Management (ITSM) offering that supports ITIL best
More informationThe 14 Day Customer Card CCT Guide
The 14 Day Customer Card CCT Guide Leaving the 14DCC with the customer You are responsible for providing the customer with the 14DCC upon completion of a field task on an ADSL, ISDN or PSTN service. You
More informationIntegrating VoIP Phones and IP PBX s with VidyoGateway
Integrating VoIP Phones and IP PBX s with VidyoGateway Updated February 2011 INDEX: I. ABSTRACT.1 II. III. IV. VIDYOGATEWAY OVERVIEW.. 1 NETWORK TOPOLOGIES AND DEFINITIONS...2 CONNECTING TO VIDYOCONFERENCES
More informationZayo MiCloud Soluton (AMICS) Information and Product Description
Zayo MiCloud Soluton (AMICS) Information and Product Description Zayo MiCloud Solution AMICS bundles internet protocol ( IP ) telephony, unified messaging, and collaboration tools with mobile integration
More informationSTANDARD (PAY AS YOU GO) PRE-PAID SUPPORT PACKAGE SERVICE LEVEL AGREEMENT
Standard Service Level Agreement STANDARD (PAY AS YOU GO) & PRE-PAID SUPPORT PACKAGE SERVICE LEVEL AGREEMENT Prepared and effective as of Monday, 5th September 2016 By Daniel Herr Director of Tech Help
More informationTelstra IP Telephony Customer Administrator Roles and Responsibility
Telstra IP Telephony Customer Administrator Roles and Responsibility Telstra Corporation Limited (ACN 051 775 556) 2010 All rights reserved. No part of this document may be released, distributed, reproduced,
More informationFeatureline. Site User Guide To make an external call press 9 followed by the telephone number
Featureline Site User Guide To make an external call press 9 followed by the telephone number Call forwarding for when I m out and about - well that s a real bonus We find it s the best way of dealing
More informationService Level Agreement (SLA)
2016 Service Level Agreement (SLA) For Broadband & Network Services Version 9.9 November 2016 Level 2 240 Chapel Street PRAHRAN VIC 3181 Spirit Telecom Limited www.spirit.com.au 1300 007 001 Definitions
More informationTiscali Business Services Wholesale IPVPN Services Summary
Tiscali Services Wholesale IPVPN Services Summary Products covered: WIPVPN Standard WIPVPN WIPVPN Premium WIPVPN Premium WIPVPN May 2007 V.2.0 1 Table of Contents 1. Introduction... 3 2. Core product offering.
More informationThis document sets out my decision on a complaint from the Representative on behalf of the Company about the Provider.
TIO Decision 17 December 2018 (De-identified for publication) This document sets out my decision on a complaint from the Representative on behalf of the Company about the Provider. 1. Decision My decision
More informationcpouta - IaaS Cloud Computing Service Service Level Agreement
cpouta - IaaS Cloud Computing Service Service Level Agreement 1. General This Service Level Agreement (hereafter called SLA) is made between the customer, cpouta IaaS Cloud Computing Service user and the
More informationA host of cloud phone solutions... Hosted PBX Solutions
Hosted PBX Solutions A host of cloud phone solutions... Hosted PBX Quick Start Guide Hosted PBX Quick Start Guide Hosted PBX Overview The VoiceHost Hosted PBX solution has the same functionality as a Traditional
More informationDigital Advisory Services Professional Service Description SIP SBC with Field Trial Endpoint Deployment Model
Digital Advisory Services Professional Service Description SIP SBC with Field Trial Endpoint Deployment Model 1. Description of Services. 1.1 SIP SBC with Field Trial Endpoint Deployment Verizon will assist
More informationl i P a g e Service Level Commitment Infinity TXT mobile marketing solutions (ITMMS): Updated February 2010 Service Level Commitment 1.
Infinity TXT mobile marketing solutions (ITMMS): Updated February 2010 Service Level Commitment 1. Service Levels 1.1 Infinity TXT mobile marketing solutions (ITMMS) offers the commitment of maintaining
More informationBanff Mineral Springs Hospital LOSS OF TELEPHONE EMERGENCY RESPONSE PLAN
Facilities Maintenance & Engineering Switchboard / Designate Area Supervisor / Designate Aware of Loss of Telephone services Banff Mineral Springs Hospital LOSS OF TELEPHONE EMERGENCY RESPONSE PLAN LOSS
More informationBiPAC 7800(N) (802.11n) Dual WAN ADSL2+ Firewall Router. Quick Start Guide
BiPAC 7800(N) (802.11n) Dual WAN ADSL2+ Firewall Router Quick Start Guide Billion BiPAC 7800(N) (802.11n) Dual WAN ADSL2+ Firewall Router PLEASE READ THE QUICK START GUIDE AND FOLLOW THE STEPS CAREFULLY.
More informationSure Broadband Services Service Specific Terms and Conditions
Sure Broadband Services Service Specific Terms and Conditions SURE (GUERNSEY) LIMITED ( SURE ) BROADBAND SERVICES DESCRIPTION Sure s Broadband services provide always-on Internet connections. They are
More informationBiPAC 7800VDP(O)X. Dual-band Wireless-N VoIP ADSL2+ (VPN) Router. Quick Start Guide
BiPAC 7800VDP(O)X Dual-band Wireless-N VoIP ADSL2+ (VPN) Router Quick Start Guide Billion BiPAC 7800VDP(O)X Dual-band Wireless-N VoIP ADSL2+ (VPN) Router PLEASE READ THE QUICK START GUIDE AND FOLLOW THE
More informationSCHEDULE DOCUMENT N4PROTECT DDOS SERVICE PUBLIC NODE4 LIMITED 28/07/2017
SCHEDULE DOCUMENT N4PROTECT DDOS SERVICE PUBLIC NODE4 LIMITED 28/07/2017 SCHEDULE DOCUMENT 1.2 N4PROTECT DDOS This schedule contains additional terms and conditions, service description & Service Levels
More informationAxiell ALM Cloud Service - Service Level Agreement
Axiell ALM Cloud Service - Service Level Agreement 2017 This service level agreement (SLA) applies to the Axiell ALM Cloud services provided by Axiell ALM Netherlands BV ( Service Provider ), and includes
More informationModel PBX 207. Programming & User Guide
Model PBX 207 Programming & User Guide 1 Index Page Introduction 4 Installation 4 Wall Mounting 4 System Programming 4 System Password 4 Changing the Password 5 Exchange Line Set up 5 One or Two Lines?
More information