8484 Westpark Drive, Suite 720, McLean, VA, 22102 // 1866 767 2767 .
2.0 Global Telecom and Technology Network Operation Center (GTT NOC)
3.1 Trouble Ticket Types 3.2 Trouble Ticket Severity Categories 3.3 Change Requests Severity Categories 3.4 Mobility Severity Categories 3.5 RFO Requests 3.6 SLA Credits for Outages 3.7 Planned and Urgent Maintenance 3.8 Circuit Provisioning (Turn Ups)
6.1 Fault Reporting Contacts 6.2 Fault Reporting Requirements 6.2.1 Trouble Tickets 6.2.2 Change Request Tickets 6.2.3 Mobility Service 6.2.4 Remote Hands Requests
7.0 Calls
7.1 Call Updates 7.2 Call Status Explained 7.3 Call Closure
1.0 // Welcome!
Dear Customer,
As a GTT client, you have 24 / 7 / 365 access to our Network Operations Center (NOC) to manage your support needs. In order for you to understand our customer support process and use the NOC as effectively as possible, we have developed this support guide.
We sincerely hope you dont have to use this document often, but we have created it in order to provide you with rst class customer care. Thank you for your continued business.
2.0 // Global Telecom and Technology Network Operation Center (GTT NOC)
The GTT NOC provides 24 / 7 / 365 one-stop-shop fault management including: Monitoring and management of customer networks Responding and resolving customer reported faults Managing trouble tickets Overseeing maintenance on services (scheduled and emergency maintenance) Provisioning and testing services to ensure customer has connectivity end to end Fault escalation management
DEFINITION
Service down/unusable
EXAMPLE
BGP down
Priority 2 (P2)
Errors, packet loss, circuit bouncing, latency Intermittent latency, connection to a destination Service was down or faulting but recovered before contacting GTT NOC
Priority 3 (P3)
Priority 4 (P4)
DEFINITION
All users blocked, roamserver down/unreachable Multiple and single user/PoP issues Single user issues Prole upgrade, prole changes, all other issues
*Under exceptional circumstances the GTT NOC management may provide RFO report for P2 tickets.
GTT RFO ticket number if one was opened with GTT NOC GTT circuit ID/PON number
* Under exceptional circumstances the GTT NOC management may provide RFO report for Priority 2 tickets.
Planned
Notication is sent to customer at least 5 days in advance.
Emergency
Emergency maintenance is carried out with less than 5 days notice. The GTT NOC makes every effort to reschedule any emergency or planned maintenance that are scheduled during a customers core business hours. However, if you receive an emergency or planned maintenance notication and would like it rescheduled, please contact maintenance@gt-t.net or call the GTT NOC. Maintenance notications will include: Timescales for the maintenance window Impact of the maintenance Reason for maintenance
Customers can call the GTT NOC anytime after the maintenance window to verify if maintenance was completed (please quote GTT ticket number).
ESCALATION TABLE GTT NOC 1st Line Tech GTT NOC 2nd Line Tech On-Duty Shift Manager On-Duty NOC Manager VP Global Operations President &CEO
P1 0H 2H 4H 7H 12 H 24 H
P2 0H 4H 8H 24 H 72H N/A
P3 / P4 0H 48 H 7 days 10 days
N/A
* The GTT NOC does not automatically escalate Provisioning Tickets. If you require an escalation of any provisioning tickets then please ask GTT NOC Analyst or the assigned GTT Project Manager.
The GTT NOC will 1. Open an info ticket to implement those measures if they can be implemented by the GTT NOC. OR 2. Will capture the information in GTTs CMD Database under Corrective Actions and will process a claim against the relevant team (i.e. GTT NOC, customer, supplier). GTT NOC management will then address those issues as part of GTTs Supplier/Customer or NOC review.
Chronic Tickets are automatically escalated to the GTT NOC Manager, who will liaise internally of with the relevant off-net provider. The GTT NOC will draw up an action plan to identify the root cause and implement preventative measures.
Major Outage
NOC Manager Escalates to VP Level 4 email distribution (1hr) VP of Operations updates customer and GTT Management VP of Operations escalates to CEO Level 5 (3hrs)
Clients can view and report tickets via the GTT portal. To request portal access, please contact your GTT sales account manager or email sales@gt-t.net.
Additional information may be required, depending on problem types as described in the following section.
7.0 // Calls
7.1 // Call Updates
The GTT NOC will update customers regularly on all trouble tickets. The following time frame can be used as a guide for trouble ticket Updates: P1 Tickets Hourly unless otherwise agreed with customer P2 Tickets Updates at least every 4 hours P3 Tickets Updates at least every 24 hrs P4 Tickets Updates as and when required
* For P1 Mobility tickets the update intervals may vary from the above.
GTT NOC Customer Support Guide // 14
Updates for change request tickets will be sent once the requested change is completed.
Resolved Customer Testing The GTT NOC has resolved the issue and customer is testing the circuit. The GTT NOC will close the ticket 24 hours after the call is placed on such status, unless the customer contacts the GTT NOC advising of any faults.
Resolved Monitoring The GTT NOC has resolved the issue and is monitoring the service. The GTT NOC will close the ticket 24 hours after the call is placed on such status, unless the customer contacts the GTT NOC advising of a re-occurrence of the fault.
Sub-Sea Cut (submarine cable-cut) For unrestorable services FMJ (Force Majeure) Provisioning Planned Work Access Outage outside of GTTs control Turn-up of new/migrated services Scheduled/emergency network maintenance Access and miscellaneous causes
6. What information will I need to provide for Interface Errors? a. Type of device b. Duplex settings on the customer side c. Start time of the problem d. Know if the customer tried to change ports or optics 7. What information will I need to provide for BGP Flapping? a. Neighbour IP b. ASN (Autonomous System Number) c. Start time of the problem d. Identify if there is packet loss or latency e. Identify if there are any interface errors
SLA CREDIT
How do I request SLA Credit? e-mail billing@gt-t.net with following details: Circuit ID/PON number GTT Outage Ticket Number GTT RFO Ticket number if one was opened.