Customer Service Plan
Wholesale Hosted Centrex (WHC)
April 2015
Confidentiality
All information in this document is provided in confidence as per the terms and conditions of
Wholesale Hosted Centrex (WHC) and shall not be published or disclosed wholly or in part
to any other party without BT’s prior permission in writing. These obligations shall not apply
to information which is published or becomes known legitimately from some source other
than BT.
Version Control
This document is controlled and issued by the BT Wholesale (BTW) Service Management
Team.
Please ensure that you have the latest version of this document which can be downloaded
from BTWholesale.com.
Description of change
Issue
Date
Document created
V1.0
02/09/2014
Updated with new contact details
V2.0
26/09/2014
Updates made by PL
V3.0
29/09/2014
Updated contact details for service
Updated to include provision escalation and
systems helpdesk contact details
V4.0
07/10/2014
V5.0
14/10/2014
Updated to include HLE
V6.0
Updated with Provision details
V7.0
19/12/2014
Small grammar updates
Updated contact details and mapped reasons for
contacting the different helpdesks
Updated with revised contact details
V8.0
19/12/2014
V9.0
06/01/2015
V10.0
07/04/2015
27/11/2014
Contents
Introduction ................................................................................................ 4
Overview ............................................................................................................... 4
Useful Documents ................................................................................................. 4
Audience ............................................................................................................... 4
Delivering Service – Provision and Repair .............................................. 5
Provision Process .................................................................................................. 5
Provisioning a Service ........................................................................................... 5
Repairing your Service .............................................................................. 6
Repair Process ...................................................................................................... 6
Service Support Contacts ...................................................................................... 7
Provision Escalations ............................................................................................. 9
Service Escalations ............................................................................................... 9
Number Porting Escalations ................................................................................ 11
Billing Issues ............................................................................................ 12
Billing Escalations ................................................................................................ 12
BTWholesale Systems Issues ................................................................. 13
Fault Severity Levels ............................................................................... 14
Service Severity Levels........................................................................................ 14
Service Level Definitions ......................................................................... 15
Complaint Handling ................................................................................. 17
Operational Complaints ....................................................................................... 17
High Level Complaints ......................................................................................... 17
High Level Escalations......................................................................................... 17
Introduction
The following document describes how we will support the delivery of Wholesale Hosted
Centrex (WHC) as well as how we will support the product in-life.
Overview
This document details who in BTW you need to contact for any provisioning or fault queries.
Responsibility for order placement, including Adds, Modifies, Ceases etc. is with our CP’s,
BTW is unable to place orders on your behalf. Likewise, raising queries or faults is done
directly onto our portals by the CP and we unable to do this on your behalf.
This document is subject to change and will be reviewed on a regular basis. If you see any
discrepancies or inaccuracies please do let us know and we will correct these.
Useful Documents
We have prepared a number of useful documents to support you in both the provision and
repair of your WHC Service Offering. These can be found on BTWholesale.com, within the
WHC Document Centre.
Audience
This document is intended for your Product/ Proposition Managers and Customer helpdesks.
Delivering Service – Provision and Repair
The upfront Service Establishment process will create your service offering and set you up
on our ordering, configuration and support portals. If you still do not have access to the
Business Zone Ordering and Support portal then please follow this link to request access.
Access information for the Business Portal configuration tool will be supplied with the
Welcome Email (issued on completion of the establishment process). If you do not have this
information then please contact the service support desk (see contact details below).
Provision Process
We will provide you with access to the Business Zone ordering portals to allow you to place
orders. Once orders have been created, you can then use the Business Portal to configure
those services, or you can let your end-customers do this by creating Company
Administrators.
The mandatory training session, delivered as part of your Service
Establishment, should have provided you with knowledge of the processes for how to place
an order. n addition, we have provided a series of support documents that can be accessed
via the WHC Document Support Centre. Shortly, from February 2015, there will also be
online videos which guide you through the order process.
Provisioning a Service
There are a number of portals that you will need access to in order to provision a service for
your Customers:

BTW Business Zone Portal: used to place orders

Business Portal (BP): used to manage your sites and users once they have been
provisioned via Business Zone.

WHC Document Support Centre: used to access the library of supporting
documentation.
The access details for each of these portals will have been securely provided directly to you
as part of the establishment process (in the welcome email).
Repairing your Service
The main day to day contact for non-support related queries or queries relating to other
products will be your Account Manager. If you are unsure of how to contact your Account
Manager, you can contact the Customer reception Desk on 0800 671 045.
Repair Process
There are a number of portals that you will need access to in order repair any faults with your
Customers service:

BTW Business Zone Portal: used to raise any fault

Service Assurance Fault Diagnostics: enables diagnostics to be performed on your
service before reporting a fault into BTW

WHC Document Support Centre: used to access the library of supporting
documentation
The access details for each of these portals will have been securely provided directly to you
as part of the establishment process.
WHC does not offer an ‘end user’ helpdesk, so you will be required to undertake all 1 st line
support direct with your customers and end users. To support your 1 st line responsibilities
we have provided you with access to the Service Assurance Tool which you can use to help
diagnose issues before reporting into BTW.
Our online Document Centre will provide you with an extensive selection of technical
documents.
We will provide a 2nd line support helpdesk, contacted via the Business Zone portal and
provide a backup telephone during business hours (08.00 to 18.00hrs Mon – Fri). Outside
these hours all fault tickets and calls will be directed to our emergency 24/7 helpdesk, who
will assist for any Severity 1 issues. If outside normal hours your issue is not critical (Severity
2-4) you will still be able to submit the ticket via the Business Zone portal, however, these
will not be dealt with until the following working day.
Before contacting our support helpdesk please ensure that you have raised a fault ticket (via
Business Zone), as this will enable us to more easily respond to your query and track
progress.
As part of the fault reporting journey you will be asked a series of structured questions
designed to help you categorise the fault. In addition, you will be asked to assign a severity
level to your fault. See Section titled ‘Fault Severity Levels’ for further guidance and a brief
summary of each level.
Service Support Contacts
All faults and queries should be raised as a ticket which will go into our Service Support team
in Manchester who will own the fault resolution. However if you want to talk to someone
directly then you can phone any of the contacts below, depending on whether this is a
provisioning or repair issue.
Team
Contact Details
Portal: www.btwholesale.com (Business Zones
Support Provided

Failures
Faults)

In Life
Provision
Support
Team
Provisioning
Delays
Tel: 0800 032 0131, Option 1 (Option 1)

(08.00 to 18.00hrs Mon-Fri, excluding UK Public
and Bank Holidays)
Provisioning
CPE not turned
up

Ordering Portals
not working

Queries on how to
place orders
Portal: www.btwholesale.com (Business Zones

Faults on
provisioning
Faults)
orders that have
In Life
completed
Tel: 0800 032 0131, Option 1 (Option 2)

Service
Faults on existing
Support
(08.00 to 18.00hrs Mon-Fri, excluding UK Public
orders that have
Team
and Bank Holidays)
stopped working.

Outside these hours, severity 1 calls only will be
Queries on
features.
diverted to a 24/7 desk.
Number
Porting Team
Tel: 0800 077 8247 Option 1,
Email: wolverhamptonnumberportability@bt.com

Number porting
enquires
(08.00 to 18.00hrs Mon-Fri, excluding UK Public

and Bank Holidays)
Number porting
order enquiries

Number porting
failures

Number porting
rejection emails.
The function of the In Life Provisioning Support Team (Wolverhampton) will be to receive
and manage issues relating to service establishment and provision of orders (excluding
Number Porting). Whereas the function of the In Life Service Support Team (Manchester)
will be to receive, manage and report progress against faults. The Number Porting Team
(Wolverhampton) will receive and manage issues relating to number porting.
Please note when you raise a ticket it will go to our Service Support Team (Manchester) and
they will liase internally with the provisioning team to resolve your query. You will only speak
to the provisioning team if you chose to phone them.
Provision Escalations
Where BTW are aware of a problem that may impact your service adversely, then you will
automatically be informed of the issue and the issue will be escalated internally.
If you have a provisioning issue that you feel is not being dealt with sufficiently, you can
escalate this via the below escalation points.
Activity
Team
Responsibility
Contact Details
Tel: 0800 032 0131 Option
1st Escalation
WHC In Life
Provision support
Team Member
1 (Option 1)
Email:
hosted.provision@bt.com
Tel: 0800 032 0131
2nd Escalation
WHC In Life
Provision support
Chas Sandhi
Option 1 (Option 1)
Email:
hosted.provision@bt.com
3rd Escalation
4th
Escalation
5th Escalation
BTW Service
Manager
BTW Senior
Service Manager
GM Service
Operations
Jat Kapur
Tel: 07703 106282
E Mail: jat.kapur@bt.com
Tel: 0113 382 8555
Brian Sullivan
Email:
brian.sullivan@bt.com
Olwen Hill
Tel: 020 8633 1040
Email: olwen.hill@bt.com
It is important for both sides that the above contact chain is progressed in order, and that
reasonable time is given before the next stage is contacted
Service Escalations
Where BTW are aware of a problem that may impact your service adversely, then you will
automatically be informed of the issue and the issue will be escalated internally.
If you have an issue that you feel is not being dealt with sufficiently, you may want to escalate
this into the support helpdesk or your Account manager.
To ensure that we are able to act appropriately and progress any escalation, it is advisable
that the fault/ issue has first been logged on the Business Zone portal (if not already done).
The key contacts and escalation chain available to you are outlined in the table below. Please
note all these contacts are all operational during business hours (08.00 to 18.00hrs Mon-Fri,
excluding UK Public and Bank Holidays).
Activity
Team
Responsibility
Contact Details
Tel: 0800 032 0131
1st Escalation
WHC Support
Helpdesk
Team Member
Option 1 (Option 2)
Email:
hosted.support@bt.com
2nd Escalation
3rd Escalation
WHC Support
Team Leader
BTW Operations
Manager
Tel: 0131 300 5143
Kaye Harrison
hosted.support@bt.com
Neil Birchall
BTW Senior
4th
Escalation
Operational
5th Escalation
Service Mgt
Tel: 07483 171 112
Mail: neil.birchall@bt.com
Tel: 0131 300 5396
Dave Goodale
Manager
BTW GM In-Life
Email:
Email:
david.goodale@bt.com
Tel: 01977 594 054
Richard Bushell
Email:
richard.bushell@bt.com
It is important for both sides that the above contact chain is progressed in order, and that
reasonable time is given before the next stage is contacted
Number Porting Escalations
Escalations for number porting issues should follow the process described below.
Activity
1st Escalation
Team
Number
Porting
2nd
Number
Escalation
Porting
3rd
Number
Escalation
Porting
4th
Number
Escalation
Porting
5th
Number
Escalation
Porting
Responsibility
Contact Details
Tel: 0800 077 8247 Option 1,
Service Team
Email:
wolverhamptonnumberportability@bt.com
Tel: 0800 077 8247 Option 1,
Service Team
Email:
wolverhamptonnumberportability@bt.com
Jazz Aulakh
Tel: 07435661324,
(Import)
Email: jas.aulakh@bt.com
Jat Kapur
Tel: 07703106282,
(Export)
Email: jat.kapur@bt.com
Brian Sullivan
Olwen Hill
Tel: 0113 382 8555,
Email: brian.a.sullivan@bt.com
Tel: 020 8633 1040
Email: olwen.hill@bt.com
It is important that the above contacts are progressed through in order, and that each level
is given sufficient time to action and respond.
Billing Issues
If you want to raise any billing queries please use this e-Billing portal in the first instance.
This will ensure your query is dealt with promptly and by the appropriate teams. Once logged
into the portal you will be able to track and manage all your billing queries.
If you are having trouble using the e-Billing tool, or you feel that your billing issue is not being
dealt
with
sufficiently,
please
contact
the
BTWholesale
Billing
Team
via
btwholesalebilling@bt.com.
Billing Escalations
The following table details the Billing escalation chain available to you. Please remember to
quote your invoice number and tell them that this is a WHC query.
Please note these contacts are all operational Monday to Friday 08.00 to 18.00, excluding
Public and Bank Holidays.
Activity
1st Escalation
2nd
Escalation
3rd
Escalation
4th
Escalation
Team
Responsibility
Billing Team
Service Team
Billing Team
Matthew Boyle
Billing Team
Dianne O’Dean
Billing Team
David Kidd
Contact Details
Tel: 0800 218 2032
Email: btwholesalebilling@bt.com
Tel: 01324 456 754
Email: matthew.2.boyle@bt.com
Tel: 01324 456 752
Email: dianne.odean@bt.com
Tel: 07802 795 781
Email: david.kidd@bt.com
It is important that the above contacts are progressed through in order, and that each level
is given sufficient time to action and respond.
BTWholesale Systems Issues
If you are having trouble with the BTWholesale portals and want to raise any query or
issue, please use; https://www.btwholesale.com/pages/cmsjsps/Contact/Contact.jsp
Fault Severity Levels
When raising a ticket on the support ticketing system you will be asked a series of structured
questions designed to indicate the priority/ severity of the fault, if it is a severity 1 then once
raised please call the helpdesk (0800 032 0131, option 1, option 2). Please ensure you have
raised a ticket before calling in.
Service Severity Levels
The service severity levels are;

P1, Critical Outage – Problems severely affecting the Service, traffic, billing, and
maintenance capabilities, and which require immediate corrective action. Target
response is less than and no more than 2 hours. Target restoration time is less than
4 hours (clock hours).
Response and restoration of Severity 1 tickets will be
undertaken on a 24 x 7 x 365 basis.

P2, Major Impact – Problems that cause conditions that seriously affect system
operation, maintenance, and administration, and which require immediate attention.
The urgency is less than in critical situations because of a lesser effect on system
performance. Target response time is less than and no more than 4 hours (working
hours). Target resolution time is less than and no more than 8 hours. Response and
restoration of Severity 2 tickets will be from Mon –Fri, 08:00 – 18:00hrs.

P3, Minor Impact – Problems do not significantly impair the functioning of the system
and do not significantly affect the Service. Target response time is less than and no
more than 8 hours. Target restoration time is less than and no more than 24 hours
(working hours). Response and restoration of Severity 3 tickets will be from Mon –
Fri, 08:00 – 18:00hrs.

P4, Informational – This severity is restricted to “How To….” Questions and
therefore handled as non-service impacting. Target response time is less than but
no more than 5 working days. Mon – Fri 08:00 – 18:00hrs (excluding UK public and
bank holidays).
BTW shall aim to provide a solution/ temporary fix within the above target timeframes. Where
a temporary fix is deployed to provide service, this will be followed with a permanent solution.
Please note that BTW reserve the right to re-grade any tickets after initial investigation and/
or diagnostics. Any changes to the ticket will be informed to you via an e-mailed KCI update
to the ticket.
Service Level Definitions
You will be able to report faults via the Business Zone portal 24x7x365 days of the year.
When reporting a fault you will be asked to assign a severity to that ticket, based upon the
criteria outlined in the previous section. The target response times for those severity levels
are detailed below.
Target
Type
Response Time
(max)
Severity 1
(Critical)
Severity 2
(High)
Time (max)
< 4 hours
Measurement Period
24x7x365
08.00 to 18.00hrs (Mon-Fri,
< 4 hours
< 8 hours
excluding UK Public & Bank
Holidays)
Severity 3
(Medium)
Severity 4
(Low)
< 2 hours
Target Restoration
08.00 to 18.00hrs (Mon-Fri,
< 8 hours
< 24 hours
excluding UK Public & Bank
Holidays)
08.00 to 18.00hrs (Mon-Fri,
5 working days
N/A
excluding UK Public & Bank
Holidays)
Note: with the exception of Severity 1 (Critical) issues, all time quoted within the above table
are working hours. For Severity 1, both the response and restoration times will be clock
hours.
Following the initial response, additional response periods will be;

Severity 1 (Critical): initial response, then hourly until restoration. The updates will
be via the portal and/ or telephone (less/ more frequently by customer agreement)

Severity 2 (High): initial response, then every 4 hours via the portal

Severity 3 (Medium): initial response, then every 12 hours via the portal
Planned Engineering Works (PEWs)
Planned Engineering Works (PEWs) form an important part of maintaining our network,
some of which may be service impacting and in other cases you will not notice any
outages in service.
For the majority of PEWs these outages are planned in advanced and published, with
notifications being distributed up to 5 days in advance. However, from time to time there
may be a requirement for an emergency PEW. Should these occur we will endeavor to
provide you with as much notice as possible, though in some cases no notice may be
possible to ensure integrity of our network/service is maintained.
Complaint Handling
BT Wholesale generally divides complaints into two categories;
Operational Complaints
These are complaints arising out of a business as usual service delivery and usually relate
to repair and provision. As such the normal BT Wholesale operational channels are best
placed to resolve any issues and the first level escalation point outlined in the Service
Escalation section should be contacted to deal with such complaints.
If after exhausting the normal escalation route an operational complaint is not resolved to
your satisfaction please contact your Account Manager.
High Level Complaints
High Level Complaints are those complaints that generally obtain a high level of priority
because of, for example, the level of customer dissatisfaction. In the first instance such
complaints should be directed to your Account Manager
High Level Escalations
We recognize that sometimes, the normal escalation path just isn’t able to sort the issues
that are really hurting your business. At these times, and when it really matters, the High
Level Escalation team are there for you…..24 hours a day 7 days a week.
They can help resolve issues that are damaging your business’s reputation (or that of your
customers business) or issues that are causing financial loss. As well as providing a superfast response to issue affecting the UK’s ‘blue light’ emergency services.
The HLE team handle every product in the BT Wholesale Portfolio and can be contacted 24
hours per day, 365 days of the year, on 01977 591 142 or by e-mail: btw.hle@bt.com
Once they have your escalation and have confirmed it meets the criteria set, they’ll own it
until its resolved, liaising with the relevant service/ delivery teams who manage your product,
driving the resolution of your problem, and giving you regular updates (because we know
that’s important to you and your customers when something go wrong).