Network Operation Center - NOC

Categorization

  • Severity 1 – Service Unavailable

BT service unavailable, main and backup, high impact to customer business.

  • Severity 2 – Partial Outage

Customer has multiple BT services, one or more services is/are unavailable, customer remains with part of BT service available, medium impact to customer business.

  • Severity 3 – Service Degradation

BT service available but customer experiencing slowness or degradation, low impact to customer business.

  • Severity 4 – Request for Information

No service impact, request for information

Service Recovery Targets

The Service Recovery Target is calculated based on the distance (KM) between Customer office and BT Field Service offices. Find below for reference the table corresponding to Service Recovery Targets and BT Field Service offices.

Service Recovery Targets

Distance

Estimate Arrival Time

Estimate Recovery Service Time*

Less than 100 Km

3 hours

4 hours

101 to 150 Km

4 hours

5 hours

151 Km to 300 Km

6 hours

7 hours

301 to 500 Km

9 hours

10 hours

501 to 800 Km

13 hours

14 hours

Greater than 800 Km

The Service Desk will inform the estimate recovery time

BT Teleporto Service

15 minutes

1 hour


* The Recovery Service Time is a combination of Estimate Arrival Time (field engineer at customer office) + one hour to ‘restore the service.


REGIÃO

BASE BT INSTALADA

UF

São Paulo

Sao Paulo

SP

 

Osasco

SP

 

Sao Jose do Rio Preto

SP

 

Hortolandia

SP

 

Sao Jose dos Campos

SP

 

Ribeirao Preto

SP

 

Bauru

SP

Região Sul

Chapeco

SC

 

Santa Maria

RS

 

Porto Alegre

RS

 

Florianopolis

SC

 

Maringa

PR

 

Curitiba

PR

 

Cascavel

PR

Região Sudeste

Macae

RJ

 

Rio de Janeiro

RJ

 

Governador Valadares

MG

 

Belo Horizonte

MG

 

Uberlandia

MG

 

Varginha

MG

 

Montes Claros

MG

 

Vitoria

ES

Região Nordeste

Teresina

PI

 

Recife

PE

 

Joao Pessoa

PB

 

Aracaju

SE

 

Feira de Santana

BA

 

Fortaleza

CE

 

Petrolina

PE

 

Salvador

BA

 

Vitoria da Conquista

BA

 

Maceio

AL

 

Juazeiro do Norte

CE

 

Natal

RN

 

Sao Luiz

MA

Região Norte

Manaus

AM

 

Brasilia

DF

 

Porto Velho

RO

 

Goiania

GO

 

Rio Branco

AC

 

Belem

PA

 

Maraba

PA

 

Cuiaba

MT

 

Palmas

TO

 

Campo Grande

MS

 

Macapa

AP

 

Report a new incident or service outage

In order to provide  the appropriate support during a service outage an incident should be raised with the BT Call Center, below you have details in how to report an incident through BT Call Center.

Information and Recommendation

  • Fulfil the structure question below and send to callcenter.brasil@bt.com;
  • Call Center will reply with the incident ID within 15minutes;
  • If your email service is unavailable or if the Call Center does not reply within 15minutes, you should call to Call Center at 0800 7073399 or +5519 3031-9660;

Structure Question

  • Company Name:
  • Site Affected:
  • Problem Description (link down, slowness, etc):
  • Local Contact (name, email and phone):
  • Site access hours:
  • Customer Ticket ID:
  • Service Type Impacted (VSAT, MPLS, others):
  • Has a BT backup installed?:
  • What is the BT backup status, activated and running properly?:
  • What is the Electrical condition at the Site:
  • What is the weather condition (heavy rain, raining, sun, other)?:
  • What is the equipment signals?(RX, TX, PW, 103, 104, 109)?
  • Have you reset the equipment?:

For slowness please provide

  • Source IP address:**
  • Destination IP address:**

In case of voice service outage or degradation:

  • Originator number:
  • Destination number:
  • Date & Time that failure ocurred :

Escalation Process Overview

In order to provide  the appropriate support during major incidents or whenever it’s applicable an escalation matrix has been produced

The following explains the process to engage BT Service Assurance for escalation support:

Information and Recommendation

  • An incident should always have been logged with the BT Call Center prior to engaging for escalation support;
  • BT will keep customer informed via automated notification (Hector) or customer can consult the incident status via BT Portal, if you do not have access to BT Portal, please kindly ask  assistance to your Service or Contract Manager.
  • Prior invoke the escalation process please ensure that you will reach the correct  escalation level as per the escalation table;
  • To escalate any incident  it’s required to reach the relevant escalation level by telephone, emails are not monitored 24x7. Other medias such as SMS and WhatsApp are not in use.
  • If  you are unable to reach an escalation level after 3 attempts, you should leave a voice message and pass to the next level;

 

Mobile Units– Location change process

This procedure aims to establish the flow of actions by BT customers for mobile units, and internally between BT Teams to guarantee a perfect alignment of the antennas, and in this way the customers can use the services without any degradation, interference or errors in satellite link.

Procedure:

Customer must open an incident  with BT call center, at least 48 hours in advance, stating the antenna movement.

The incident will be opened with BT call center, via e-mail callcenter.brasil@bt.com with copy to noc.brasil@bt.com or by phone 0800 707 33 99, following information needs to be provided about the station:

  • Customer:
  • OPT (iDirect):
  • Vsatid (Gilat) :
  • Serial number (iDirect):
  • Vsat IP :
  • Address of the new location:
  • Geographic coordinates (iDirect):
  • Name , telephone number and e-mail of the person in charge in the new location:

Client must contact BT, after initial appointment, at +5511 4700 1953 and ask the supervisor to allocate a resource to perform the final appointment.

Infrasctrure and customer responsibility:

Compliance with the following parameters and requirements according to ABNT norms, particularly the most recent versions of the NBR 5410 (low-voltage electrical installations) and NBT 5419 (Electrical protection):
Stabilized power supply with 03 (three) pins;

  • Permanent power supply to all equipment that constitute the Ground Station;
  • Presence of lightning;
  • Ground Mesh;
  • Relative humidity and temperature Conditions compatible with the parameters of the equipment;
  • Access control at equipment operation environments;

Escalation Timelines

BT Service Desk
Escalation
Level & Contacts

Customer
Escalation
Peer to Peer Levels

Severity 1
Service Unavailable

Severity 2
Partial Outage

Severity 3
Degradation

Call Center
Toll Free: 0800 7073399
Contingência: +5519 3031-9660
callcenter.brasil@bt.com

End User

Incident Creation

Incident Creation

Incident Creation

Incident Manager
+5511 4700-1953
sd.brazil.escalation@bt.com

End User
Supervisors

no later than 2 Hours

no later than 4 Hours

no later than 8 Hours

Incident Manager
+5511 4700-1953
sd.brazil.escalation@bt.com

Supervisors
Managers

no later than 3 Hours

no later than 6 Hours

no later than 12 Hours

Operation Manager
Marcus Canata
+5519 21183703/+5519 99368-3179
marcus.canata@bt.com

Managers
Senior Managers

no later than 4 Hours

no later than 8 Hours

no later than 16 Hours

Senior Operation Manager
Eduardo Filippi
+5511 47009971 / +5519 9917-21059
eduardo.filippi@bt.com

Senior Managers
Directors

no later than 8 Hours

no later than 12 Hours

no later than 24 Hours