- Which notifications/subscriptions are available in the contact management module?
- How do subscriptions and the contact management module in colt online work?
- How can I view the notifications/subscriptions that I am set up to receive from colt?
- What options are available in Colt Online?
- What is Planned Works ?
- What is the Order Management Portal?
- Cloud SBC usage Reporting Portal – User Guide
- Why I get the message “Email domain invalid” during the creation of a new user in Colt Online?
- How to create a new user restricted to certain Billing Account Number(s)?
- How to change your invoice language?
- How to use Infovista?
- CIC Licensing Portal – User Guide
- Operator Connect – Ordering Portal
- What is a Product Communications Contact?
- Why is there a warning symbol next to some of my contacts?
- Voice Config Order Portal – Technical Guide
How to escalate an incident?
We understand that there may be times when you wish to escalate an incident. This could be due to several reasons:
- A service outage that exceeds the Service Level Agreement
- You are unable to carry out business as usual due to a fault
- You have a crisis situation
- Failure of escalation and/or communication plan
- Increase in impact and/or criticality of service disruption
- Risk of damage to your business reputation
- A protracted repair or multiple repeat fault scenarios
Therefore, within Service Assurance we provide you with a five-level escalation matrix.
Escalation matrix for services contracted with Colt Europe, USA and Canada
Outlined are the steps you should take to escalate an incident.
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- All escalation must be made via phone (escalations made via e-mail may suffer delays as individual mailboxes are not monitored 24×7)
- Make sure you enter your ticket reference when calling us to help with routing your escalation appropriately. Our ticket format is 1-0123456789. The valid format to enter within the Interactive voice response (IVR) is: 10123456789 (disregard “-“)
- Escalations will be system driven, and will move sequentially from level 1 to 5 (1 to 4 for Asia services)
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The escalation owner can decide to expedite or delay the requested escalation level
- In the event of a Colt MNI the crisis escalation process may be invoked and supersede this process
- Network Operations will always have a contact available at all levels
Escalation matrix for services Contracted with Colt Japan, Singapore, Hong Kong and South Korea
| Escalation level | Contact Point | Phone Number | Email Address | |
|---|---|---|---|---|
| Level 1 | Service Desk | Service Desk | +81-3-5617-2342 | asia-servicedesk@colt.net |
| Level 2 | Manager - Japan Network & Voice Services | Norita Yamashita | +81-3-4560-4662 | Noritaka.Yamashita@colt.net |
| Manager - Manager Service | Masayuki Yoshikawa | +81-3-4560-7276 | Masayuki.Yoshikawa@colt.net | |
| Manager - Hong Kong, Singapure, and International Network Services | Venkata Padma Kumar Vakamudi | +44-20-3353-5729 | VenkataPadmakumar.Vakamudi@colt.net | |
| Level 3 | Director - Japan Network | Eiji Miura | +81-3-4560-4413 | Eiji.Miura@colt.net |
| Director - Voice Service | Tomohisa Itoh | +81-3-4560-4476 | Tomohisa.Itoh@colt.net | |
| Director - Managed Service | Kazuhiko Kazama | +81-3-4560-4420 | Kazuhiko.Kazama@colt.net | |
| Director - Hong Kong, Singapore and International Network Service | Jeyakumar Paul | +81-3-4560-7107 | Jeyakumar.Paul@colt.net | |
| Level 4 | VP - COO Asia (Network & Managed service | Masato Hoshino | +81-3-4560-4688 | Masato.Hoshino@colt.net |
All escalation must be made via phone (escalations made via e-mail may suffer delays as individual mailboxes are not monitored 24×7)