BRO - Support Service for IT systems_notification integrated_v4

Belgacom
Support Service for IT Systems
Service Description
Version: 4
Belgacom
Update: 2014-06-30
Support Service for IT systems
CWS
Page: 2/13
Service Description
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)
Version: 4
Belgacom
Support Service for IT systems
CWS
Update: 2014-06-30
Page: 3/13
Service Description
1. Table of Contents
1.
Introduction .................................................................................................................................. 4
2.
Scope .............................................................................................................................................. 4
3.
Intake process ............................................................................................................................... 6
4.
3.1.
General ................................................................................................................................... 6
3.2.
Business Critical – Non Business Critical............................................................................ 6
3.3.
Intake channel and escalation levels.................................................................................... 6
3.3.1.
Level 1 ............................................................................................................................. 8
3.3.2.
Level 2............................................................................................................................. 8
3.3.3.
Level 3............................................................................................................................. 8
3.4.
Intake channel availability.................................................................................................... 9
3.5.
Notification channel .............................................................................................................. 9
3.6.
Conditions of utilization ..................................................................................................... 13
Alarm process .............................................................................................................................. 13
Version: 4
Belgacom
CWS
Support Service for IT systems
Update: 2014-06-30
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Service Description
1. Introduction
This document describes the support service which Belgacom will offer to the Beneficiary
regarding the Belgacom IT systems used by the Beneficiary for pre-provisioning, ordering,
billing
and
repair
of
Belgacom
services.
It will be reviewed and adapted in due time in order to be aligned with new IT systems that
Belgacom 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 Belgacom for the
provision of wholesale services.
The Belgacom IT systems are listed hereinafter in section 2, insofar these are offered by
Belgacom 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.
Version: 4
Belgacom
Support Service for IT systems
CWS
Update: 2014-06-30
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Service Description
The following IT-systems are part of the scope of this document:
Application
CWS Website
Usage
All Wholesale products
Short description
External website
Personal Page
All Wholesale products
LLU Inquiry Tool
(Web & Xml)
xDSL Availability Check
Tool (Web & Xml)
e-Calculator
WBA/Broba / Bruo
Secured website, tailor-made per
Beneficiary
Feasibility check tool based on XML or Web
Carrier/WBA/ Broba
Feasibility check tool based on XML or Web
LL
Calculates the distance for Leased lines
e-Order forms
PSTN/ ISDN / Brotsoll
/ xDSL /LL / ONS
Housing
Web based order forms
e-Net Center
Ordering XML’s
e-Troubleshooting
Net Events
e-Dedicated Library
e-Order Status
Bill Viewer
Bruo /Broba /WBA/
Carrier DSL
LL/xDSL/ bilan/ WBA/
Explore/Broba / Bruo
LL/ bilan / Explore
All Wholesale products
PSTN/ ISDN / Brotsoll
/ xDSL /LL / ONS /
bilan / Explore
All products
Web based request form for access to
Belgacom housing centers
XML based ordering
Repair ticket intake system
Gives information about planned works and
major outages
Web based Document management
Status reporting tool on orders
Web based invoice viewer
Two channels are used to detect an issue on IT systems:
-
Via the intake process
Via the alarm process
Version: 4
Belgacom
CWS
Support Service for IT systems
Update: 2014-06-30
Page: 6/13
Service Description
3. Intake process
3.1. General
In order to allow the Beneficiary to report in a structured way the issues they encounter with the
Belgacom 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 Belgacom, and,
should the problem remain unsolved, its escalation by the Beneficiary towards Belgacom.
Moreover, via the Notification process, the Beneficiary will be informed by Belgacom 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 Belgacom
IT Systems, and to escalate these issues when necessary, according to the summary table
hereafter and the rules defined in section 3.3.1, 3.3.2 and 3.3.3 .
Version: 4
Belgacom
CWS
Support Service for IT systems
Update: 2014-06-30
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Service Description
INTAKE and ESCALATION MATRIX for IT SYSTEM issues
L1
078/152232
Option 9
Create ticket.
L2
078/152232
Option 9
Escalate ticket.
L3
CWS Business Representative
Mobile: +32 471 998 877
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:
Version: 4
Belgacom
Support Service for IT systems
CWS
Update: 2014-06-30
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Service Description
3.3.1.
Level 1
The Beneficiary contacts Belgacom at the number 078/152232 – Option 9 to report issues with
one of the Belgacom IT systems mentioned in this document. The Belgacom helpdesk will create
a ticket for the tool concerned and give a ticket number to the Beneficiary.
In case Belgacom needs additional information from the Beneficiary, the Belgacom
operator will contact the Beneficiary.
3.3.2.
Level 2
The issue has been reported to Belgacom, 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 Belgacom at the number 078/152232 – 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.
Level 2: Escalate Ticket to 078/152232 - Option 9
Business Critical Tools
Non Business Critical Tools
4h
6h during Business hours
Under the present document, Business hours are considered as being from 8h00 to 16h30
excluding Saturday, Sunday, Belgian and Belgacom holidays. Belgacom holidays are 2 January
and 26 December.
3.3.3.
Level 3
A Level 3 escalation is possible when the problem has been reported to Belgacom on Level 2 and
remains unsolved, upon these cumulative conditions:
Version: 4
Belgacom
CWS
Support Service for IT systems
Update: 2014-06-30
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Service Description
-
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 +32
Business Critical Tools
Non Business Critical Tools
471 998 877
6h
8h during Business hours
Under the present document, Business hours are considered as being from 8h00 to 16h30
excluding Saturday, Sunday, Belgian and Belgacom holidays. Belgacom holidays are 2 January
and 26 December.
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
08.00 – 16.30, excluding Saturday, Sunday, Belgian and Belgacom holidays. Belgacom holidays
are 2 January and 26 December.
3.5. Notification channel
All e-mails registered in the e-services will receive the Service Impact Flash (SIF) message
notification.
Version: 4
Belgacom
CWS
Support Service for IT systems
Update: 2014-06-30
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Service Description
The Beneficiary can (un)subscribe to the Service Impact Flash (SIF) message of Belgacom. For
that purpose, the Beneficiary shall send a request e-mail to the mail box
[email protected]. A confirmation e-mail 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, Belgacom will confirm to the
Beneficiary the issue registration by sending a SIF open message triggered via the intake
process. Belgacom 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, Belgacom 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 Belgacom.
Customer ticket
Reference of the ticket opened by the OLO
Infrastructure ticket
Reference to be communicated towards Belgacom.
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
Version: 4
Belgacom
Support Service for IT systems
CWS
Update: 2014-06-30
Page: 11/13
Service Description
Belgacom
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 Belgacom.
Customer ticket
Reference of the ticket opened by the OLO
Infrastructure ticket
Reference to be communicated towards Belgacom.
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
Version: 4
Belgacom
Support Service for IT systems
CWS
Update: 2014-06-30
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Service Description
-
Indicate when Belgacom estimates to solve the issue
Update
Intermediate information available about the solving of the ticket
Belgacom
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 :
Estimated Resolution Time :
Update :
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 Belgacom.
Customer ticket
Reference of the ticket opened by the OLO
Infrastructure ticket
Reference to be communicated towards Belgacom.
Problem description
Description of the issue as reported by the OLO
End Date
Display the day and time when the issue has been closed.
Version: 4
Belgacom
CWS
Support Service for IT systems
Update: 2014-06-30
Page: 13/13
Service Description
-
Closure Information
Information available at the closure of the ticket
Belgacom will also inform the Beneficiaries concerned of all issues detected and solved via SIF
open message and SIF close message.
3.6. Conditions of utilization
The Beneficiary undertakes to use the process of escalation exclusively upon the conditions
described above. Belgacom 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 Belgacom.
4. Alarm process
Belgacom 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 e-mail 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 Belgacom. All
detailed information is described in section 3.5.
Belgacom 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.
Belgacom shall, where reasonably practicable, notify the Beneficiaries concerned about an issue
on IT systems if the issue is longer than 15 minutes in duration.
Belgacom 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.

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