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, Single users, request for information.
Report a new BT Connect incident or service outage
In order to provide the appropriate support during a service outage an incident should be raised with the BT Service Desk, below you have details in how to report an incident through BT Service Desk.
Information and recommendation
- Fulfil the structure question below and open the incident request via BT Portal.
If you do not have access to BT Portal:
- Fulfil the structure question below and send to btarce.service@bt.com.
- It is mandatory that you call to the Service Desk to advise about your e-mail at +1 866 205 5171 or +55 11 4700 1950
Structure question
- Customer Name:
- Customer Phone Number / Email:
- Site Location (Complete address, Country, City and postcode):
- Site Access hours:
- Has the service ever worked ?:
- Brief Description of the issue:
- Has the power been checked ?:
- Has a reboot of the equipment been performed ?:
- Please advise the led Status of CPE/ Modem / NTU:
- Do you have any resilience or backup ? Is it working ?:
- Is this a repeated incident ? Please advise the BT previous ticket number:
- Is this issue intermittent, please describe how often intermittency occurs:
- Please describe the business impact:
- Downtimes for intrusive testing?
For slowness issues, please provide:
- Source IP address:
- Destination IP address:
Report a new BT One incident or service outage
In order to provide the appropriate support during a voice service outage a voice incident should be raised with the BT Service Desk, below you have details in how to report an incident through BT Service Desk.
Information and recommendation
- Fulfil the structure question below and open the incident request via BT Portal.
If you do not have access to BT Portal:
- Fulfil the structure question below and send to btarce.service@bt.com.
- It is mandatory that you call to the Service Desk to advise about your e-mail at +1 866 205 5171 or +55 11 4700 1950
Structure question
- Customer Name:
- Customer Phone Number / Email:
- Site Location (Complete address, Country, City and postcode):
- Site Access hours?:
- Type of Service (Lync, UCC, Converged LAN(CLAN), One Cloud iComms, One Voice, SIP Trunk, others):
- Brief Description of the issue /Business Impact single user or multiple users?:
- Has any self-diagnostics taken place? (eg. reboot, check power on, access to internet):
- Are you aware of any recent changes on your environment recently ?:
- When the failure occurred:?
- What percentage of calls or contacts are affected? How many users are affected and at which sites?
- Does this Incident relate to incoming or outgoing contacts?
- Which Customer Dial Number(s) or email address or web page is experiencing the problem?
- Are the contacts routing to the correct location, if not where are they routing?:
- Can users log on, or is the issue related to specific functionality?
- Does the fault occur on the same day every week?
- Do you use the Hosted Contact Centre with Cisco (HCCwC) IPT Agent (ie GHUCS Agent) service in your Contact Centre?
- Is there a problem with any of the following:- : Contacts (eg calls, email etc) not being put through to the expected/required destination?
Report a new BT Cloud incident or service outage
In order to provide the appropriate support during a voice service outage a voice incident should be raised with the BT Service Desk, below you have details in how to report an incident through BT Service Desk.
Information and recommendation
- Fulfil the structure question below and open the incident request via BT Portal.
If you do not have access to BT Portal:
- Fulfil the structure question below and send to btarce.service@bt.com.
- It is mandatory that you call to the Service Desk to advise about your e-mail at +1 866 205 5171 or +55 11 4700 1950
Structure question
- Customer Name:
- Customer Phone Number / Email:
- Site Location (Complete address, Country, City and postcode):
- Site Access hours:
- Service Type (Cloud Contact (NGCC), Inbound Contact Global, others)?:
- Has the service ever worked ? When did the issue first occur?
- Is this a repeated incident ? Please advise the BT previous ticket number:
- Issue experienced from Landline, Mobile or Both? Brief Description of the issue:
- Please provide samples of calls:
- Please specify the percentage of calls impacted:
- What country did the caller dial from?
- Please confirm the number the caller dial:
- Please advise the business impact:
- Can the agent log into any other internet pages from their PC?
- What platform is the customer experiencing issues with? Voice Network? Inbound calls or outbound calls is this failure affecting multiple agents?
- Can the customer reach their IVR when dialling their contact centre access number?
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 Service Desk 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;
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
|
Service Desk
Toll Free: +1 866 205 5171
Or : +5511 4700-1950
Btarce.service@bt.com
|
End User
|
Incident Creation
|
Incident Creation
|
Incident Creation
|
Duty Managers
Toll Free: +1 877 558 5562
Or : +5511 4700-1954
Dutymanager.americas@bt.com
|
End User
Supervisors
|
no later than 2 Hours
|
no later than 4 Hours
|
no later than 8 Hours
|
Operational Manager
Dutymanager.americas@bt.com
55 19 9 9105 0516
|
Supervisors
|
no later than 3 Hours
|
no later than 6 Hours
|
no later than 12 Hours
|
Senior Operation Manager
Felipe Isabel
+55 19 2118 3764 / +55 19 994491695
felipe.isabel@bt.com
|
Managers
Senior Managers
|
no later than 4 Hours
|
no later than 8 Hours
|
no later than 16 Hours
|
Global Escalation Manager
+31 20700 6363
Global.Escalation.management@bt.com
|
Senior Managers
Directors
|
no later than 6 Hours
|
no later than 12 Hours
|
no later than 24 Hours
|
Head of Global Escalation Manager
+44 2036 845 594
Global.Escalation.management@bt.com
|
VP Presidents
|
no later than 8 Hours
|
no later than 24 Hours
|
no later than 48 Hours
|
