How to escalate an incident?

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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.

    • 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)

    • 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 levelContact Point Phone NumberEmail Address
Level 1Service DeskService Desk+81-3-5617-2342asia-servicedesk@colt.net
Level 2Manager - Japan Network & Voice ServicesNorita Yamashita+81-3-4560-4662Noritaka.Yamashita@colt.net
Manager - Manager ServiceMasayuki Yoshikawa+81-3-4560-7276Masayuki.Yoshikawa@colt.net
Manager - Hong Kong, Singapure, and International Network ServicesVenkata Padma Kumar Vakamudi+44-20-3353-5729VenkataPadmakumar.Vakamudi@colt.net
Level 3Director - Japan NetworkEiji Miura+81-3-4560-4413Eiji.Miura@colt.net
Director - Voice ServiceTomohisa Itoh+81-3-4560-4476Tomohisa.Itoh@colt.net
Director - Managed ServiceKazuhiko Kazama+81-3-4560-4420Kazuhiko.Kazama@colt.net
Director - Hong Kong, Singapore and International Network ServiceJeyakumar Paul+81-3-4560-7107Jeyakumar.Paul@colt.net
Level 4VP - COO Asia (Network & Managed serviceMasato Hoshino+81-3-4560-4688Masato.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)

 

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