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Home My Account NOC incident process

Service Desk Americas

Incident report process

  • Overview
  • Report an Incident
  • Escalation List

Overview

To raise a new incident the preferred method is use BT portal (you receive an incident number). If you don’t have access or it is not working for some reason, please choose the menu option “Request an incident” and answer the questionnaire.

Note:  For critical incidents (P1 and P2) request an incident and give a heads up call Service Desk to ensure the incident is picked up urgently.

BT Sao Paulo Service Desk

Tel. +1 866 205 5171 or +55 11 4700 1950

Email: btarce.service@bt.com.

Categorization

Priority 1
Service Unavailable		 Priority 2
Partial Outage		 Priority 3
Service Degradation		 Priority 4
Request for Information
BT service unavailable, main and backup, high impact to customer business. 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. BT service available but customer experiencing slowness or degradation, low impact to customer business. No service impact, Single users, request for information.

Service Desk Americas

Escalation List

Level    BT Service Desk
Escalation Level & Contacts		 Priority 1
Service Unavailable		 Priority 2
Partial Outage		 Priority 3
Service Degradation
1 Service Desk
Toll Free: +1 866 205 5171
or : +5511 4700-1950
btarce.service@bt.com		 Incident creation Incident creation Incident creation
2 Duty Managers (Supervisors)
Toll Free: +1 877 558 5562
Tel.: +5511 4700-1954
Email: dutymanager.americas@bt.com		 2 hours 4 hours 8 hours
3 Senior Operations Manager
Carlos Bertacini
Desk +55 11 4700-1954
Mob: +55 19 9-9366-6523
Email: carlos.bertacini@bt.com		 3 hours 6 hours 12 hours
4 Global Escalation Management
Senior Managers Directors
Hotline Tel: + 31 20700 6363
Email: global.escalation.management@bt.com		 4 hours 8 hours 16 hours
5 Head of Global Management
Directors
Hotline Tel: + 44 2036845594
Email: global.escalation.management@bt.com		 6 hours 12 hours 24 hours
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