Identity Guidelines Restricted Commercial - Fixed Telephony | Page 2
Contents
1. Company overview 2. Details of key contacts 3. Products and services 4. Tariffs 5. Migration 6. Ordering and billing 7. Customer services and support 8. Service credits
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1. Company overview
Who we are More than just a supplier Telefonica ø UK Ltd is a leading communications We understand what’s important for you. We know company with over 20 million customers. ø your goals and can help you reach them. Thousands is part of Telefonica SA, the largest integrated of public sector clients already choose ø. We are Telecommunications Operator in the world by helping organisations like yours to take a look at how customer base. The Telefonica Group has a heritage they work and the technology they use to stay in touch of delivering innovative solutions to the public sector. - not just mobiles - and see how it can be improved. In the UK, ø has a dedicated local government team, They trust us. And as a Procurement Scotland Supplier which works closely with public sector organisations you can rely on us to give you just what you need. to understand their key drivers and needs. As an approved supplier to the Procurement Scotland Working for you Framework, ø offer a range of solutions for local How can we help? We can make a difference to your government designed to support more efficient and bottom line, make your technology work for you and effective services. give you what you need to reach your targets. And In addition, all information contained in this proposal is improve your services too. subject to contract and, unless expressly stated to the contrary, to Telefónica ø UK Limited’s standard terms and conditions.
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2. Details of key contacts
Iain Boag Contract Manager Tel: +44 7801 759507 email: Iain.boag@o2.com
Martyn Wallace Alan Clark Account Manager Service Delivery Manager Tel: +44 7912 971789 Tel: +44 7714 667473 email: [email protected] email: [email protected]
Meet the team As a team they will: Your ø Corporate Account Manager, Martyn Wallace • Work proactively in all required areas throughout will have total responsibility for the smooth - running the life of your contract. of your account. It will be his responsibility to make • Keep you informed of the latest product sure that all your needs are met. Martyn will be developments as and when they become available. supported by a team of specialists from customer support and technical personnel as well as contract • Advise on areas such as service enhancement, tariff manager Iain Boag. options, data requirements and new technologies. • Regularly review our performance and instigate service-review meetings. These reviews will assess practices and procedures to make sure that you are always getting the highest possible level of service. • Take responsibility for setting up a business development strategy specific to your organisation, which will detail how we can help improve efficiencies.
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3. Products and services
Our expanded services’ portfolio now means Our new fixed communications services are delivered it can provide one single joined up solution for with BT wholesale (WLR3), building on our strategy of customers’ telecoms requirements, spanning working with the best providers to bring innovative mobile, fixed line, data, broadband communications, services to its customers (Apple, AEG, Tesco etc). BT equipment and professional consultancy. Wholesale is uniquely placed to offer the services our customers need and has an unparalleled track Now our corporate customers can outsource their record in doing so. Services are branded ø and we telecoms, Information Communications Technology provide our world class customer support and a single (ICT) and consultancy needs to ø as a single provider. This reduces the amount of time our customers integrated bill. need to spend handling and managing systems and communications services, enabling them to concentrate on their core business.
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Calls
Our Calls product provides an outbound calling Times for peak, evening and weekend rates are: package over lines provided by ø or another operator • Monday to Friday 00:00 - 08:00, 18:00 - 00:00 - and maintained by BT. evening rate The service allows customers to direct dial calls to • Monday to Friday 08:00 - 18:00 - peak rate users of other Public Switched Telephone Networks (PSTN), both in the UK and overseas. The service • Saturday to Sunday 00:00 - 00:00 - weekend rate. supports calls to UK geographic, mobile, non- There is no minimum charge for major UK call types and geographic, premium rate and International Direct international calling. For all other call types refer to the latest call Dialling (IDD) numbers, the emergency services and the pricing. operator. Calls are available on BT maintained lines in the UK, with the exception of the Isle of Man and Kingston. Calls are priced based on duration, destination and time of day. Call durations are shown to the nearest hundredth of a second, ie Hr: Min: Sec: 1/100Sec (00:05:32.23). The cost of an individual call is rounded down to the nearest deci-pence (ie 0.1p or £0.001), with the final bill total rounded to the nearest penny.
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Landline - provides an analogue service
There are two variants of Landline: Landline and Multi- These are the Bolt Ons included at no extra Landline charge - use as much as you like: • Landline provides a single analogue service. The • Caller Display - see who is calling line terminates at the customer premises on a Line • 1471 - Last caller’s number (not available on Box or a NTTP and can have a directory entry in the Multi-Landline) residential or business phonebook. Landline can be used with broadband. • 141 - Withhold number. • Multi-Landline provides multi-line analogue These are the Bolt Ons included with a pay-per- service. The main line and auxiliary lines share the use charge: same number and terminates at the customer premises on Line Boxes or Network Test and • Ring Back - get through to an engaged landline Termination Points (NTTP) and can have a directory as soon as they’re free (not available on entry in the business phonebook. Multi-Landline) • Multi-Landline can have a main line and from 1 to • 3-Way Calling (not available on Multi-Landline) 199 associated auxiliary lines. These are configured • 1571 - Answerphone. to work in a group terminating on a PBX and in a hunt group, such that an incoming call is offered These are some of the Bolt Ons - optional with a to the first free line. All lines must terminate at the monthly charge: same location. • Call Waiting (not available on Multi-Landline) • Multi-Landline cannot support all Calling • Call Barring - bar calls to premium and/or Features (see Bolt Ons ), nor can they be used with international numbers broadband. • Call Forwarding - divert all calls to another number Our Landline product is available in the UK, with the exception of the Isle of Man and Kingston, and is not • Call Divert - divert calls to another number: divert available on FeatureNet or Redcare lines. all calls; divert on no reply; divert on busy Customers can add calling features to their phone line, • Smart Divert - remotely divert calls to another some are included and some are optional. . number if: divert all calls; divert on no reply; divert on busy • Call Sign - add a second number to your line and hear a different ring tone (not available on Multi-Landline). Other standard landline Bolt Ons are available.
Service package upgrade • Upgrade to Peak Plus • Upgrade to Anytime
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ISDN 2
ISDN2 provides a two-channel digital service for voice, ISDN2 Bolt Ons: video, data and fax services. There are two variants of These are some of the Bolt Ons available on ISDN2: ISDN2: ISDN2e Standard and ISDN2e System: • Call Forwarding - divert calls to another number • ISDN2e Standard is a single-line installation which is configured as point-to-multipoint so that it can • Calling Line Identity Presentation (CLIP) - let the support Multi-Subscriber Numbers (MSN). These called person see your number numbers are used primarily to route incoming • Calling Line Identity Restriction (CLIR) - stop your calls to specific devices (eg group 4 fax machines, number being displayed servers, etc). • Call Deflection- transfer the call to another number • ISDN2e System allows more than one ISDN2e without answering it Standard to be linked together to create a multi- • Call Waiting and Call Hold line installation with 4, 6, 8, etc. channels. ISDN2e System is configured as a point-to-point, so that it • Call Barring - bar calls to premium and/or can support Direct Dialling In (DDI). international numbers ISDN2 terminates at a Network Termination Point • Presentation Number - choose what number you (NTP). want people to see The signalling conforms to European • Sub-Addressing - 20 Octet - allow characters to Telecommunications Standards Institute (ETSI) ISDN2e be sent with the number so that you can access standard for connection to approved equipment. specific devices. Equipment that does not conform cannot be plugged Other standard ISDN2 Bolt Ons are available. directly into the ISDN. Instead it will need to be connected via an ISDN2 Terminal Adapter. ø’s ISDN2 is available throughout the UK, with the exception of the Isle of Man and Kingston. It is not available on FeatureNet, Out of Area, In Contract, Light User, Analogue DDI, BT Basic and BT Payphone lines. It is also not available on Switched Multimegabit Data Service (SMDS) products, Virtual Private Network (VPN) FeatureNet services or private circuits.
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ISDN 30
ISDN30 provides a 30-channel digital service for voice, Business Continuity video, data and fax services. There are two variants of ISDN30 can be provided with various site assurance ISDN30, ISDN30e and ISDN30 DASS: options to ensure business continuity. Site assurance • ISDN30e is configured with one billing number. option 1 enables all DDI to be diverted to another Calling and network features apply to all channels number within one hour. Site assurance option 2 and all numbers associated with the installation. enables another installation in another site either on ISDN30e terminates at a G704 (RJ45) interface. the same exchange or another exchange. • ISDN30e DASS can be configured with separate ø’s ISDN30 is available throughout the UK, with the billing numbers associated with specific channels. exception of the Isle of Man and Kingston. This allows an installation to be split across It is not available on FeatureNet, Out of Area, In different parts of an organisation. Calling and Contract, Light User, Analogue DDI, BT Basic and network features apply to all channels associated BT Payphone lines. It is also not available on SMDS with a billing number. ISDN30 DASS terminates at products, VPN FeatureNet services or private circuits. a G703 interface for connection to the customer’s Integrated Services Private Branch Exchange (ISPBX) ISDN30 Bolt Ons: or other equipment. Here’s some of the Bolt Ons you can have on ISDN30: • ISDN30 signalling conforms to ETSI Q.931 standard for ISDN30e and DASS for ISDN30 DASS2 • Call Forwarding - divert calls to another number for connection to approved equipment. • Calling Line Identity Presentation (CLIP) - let the ISDN30 is available with a minimum of 8 channels, up called person see your number to a maximum of 30 channels per 2M/bits bearer. The • Calling Line Identity Restriction (CLIR) - stop your name ISDN30 reflects that each 2M/bits bearer delivers number being displayed up to 30 64Kbps channels. A 2M/bits bearer is required • Call Deflection- transfer the call to another number for every customer regardless of whether the minimum without answering it number of channels is taken. Beyond 30 channels a new 2M/bits bearer will be required. Additional • Call Waiting and Call Hold channels can be provided on a per channel basis. • Call Barring - bar calls to premium and/or international numbers Hunting Groups • Presentation Number - choose what number you Hunting on ISDN30 takes place in a sequential pattern, want people to see ie where the first free line in the group is selected. A one-number (hunt) group can be configured on a • Sub-Addressing - 20 Octet - allow characters to single ISDN30. Cyclic hunting may be requested for be sent with the number so that you can access ISDN30e. specific devices. Other standard ISDN30 Bolt Ons are available. Direct Dial In (DDI) ISDN30 supports up to 5 DDI ranges. A single number DDI (SNDDI) is provided as an individual number DDI range. A maximum of 5 SNDDI - which includes the main number - can be provided on an ISDN30e. SNDDI is not supported from ISDN30 DASS.
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Mobile Extension
Integrated fixed and mobile solutions. Landline-to-mobile calls can run up bills. That’s why we’ve created Mobile extension, landline and mobile in a single, simple dial plan. Making mobiles an extension of your main office telephone system. And making a big difference to your bottom line, with cheaper calls all round.
Reducing calling costs. Our step-by-step guide.
Step 1. Our standard tariffs mobile fixed phone (Gov MobEx and Gov MobEx Connect) ‘dialplan’ ‘dialplan’
VPN Connect your mobiles to our network and we put them on a
ø mobile ‘dialplan’. Mobiles work as fixed phones and get lower call PBX rates.
Step 2. With links integrated (Gov MobEx with fixed link and MobEx Connect with virtual ‘dialplan’ ø link)
VPN We connect your fixed network by a link to our network on an integrated dialplan. Mobiles and fixed phones work in the same way. PBX And now you also get lower call rates from mobiles to fixed phones.
integrated ‘dialplan’ Step 3. With your PBX reprogrammed ø You reprogramme your PBX to route ‘07XXX’ calls across the
VPN integrated dialplan and the link. Now you get lower call rates from
PBX fixed phones to mobiles, on any network (not just your own on ø).
integrated ‘dialplan’ Step 4. Mobile Extension Zones ø We create a zone around your chosen location and within it calls VPN Mobile from mobiles, to either another mobile or a fixed phone, cost less. ‘Zone’ PBX And you start saving. See pages 50 and 51 for details.
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Mobile and landline working together
Mobile as office extension. You’ll get: With our Mobile Extension solution (MobEx), your • Landlines and mobiles on one easier-to-handle mobiles simply become extensions to the main office dialplan telephone system through a direct link between your • Cheaper land-to-mobile calls fixed voice network and ours. Internal calls can be made to any mobile extension in the same way as an • Quicker shortcode dialling, call transfer and office extension. Makes flexible working easier and conferencing helps teams, in the office and on the move, keep in • Support for flexible working touch. • Options for connecting offices with both fixed and virtual links. Easy to set up Our Project Manager will work with you on-site to make sure that MobEx is installed seamlessly. We’ll also let your team know and give them user guides just right for your organisation.
Significant savings The low monthly subscription means that you only pay for what you use. You’ll save on calls made from office fixed line phones to staff mobiles and vice versa. And calls made between staff mobiles, including to up to 250 sites in your organisation that aren’t connected via the direct link.
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Getting in the zone
No need for landlines Coming too Many employees prefer to use their mobiles instead of • Increased support for location-based Closed User a landline in the office. We’ve made this simpler and Groups. cheaper with our Mobile Extension Zone. • Call barring based on where and when. For example, a group could be limited to making calls One phone. One number. One voicemail from the office between 8am and 6pm only. It’s so simple. We use your office postcode to see when • Office-only handsets. mobiles are used in your office, and then add them to your Mobile Extension plan. • IP Pico cells in the network architecture, increasing your in-building capacity. Making fixed line and You’ll get: mobiles working together, even better. • Fixed rates for calls made from your postcode zone, so there’s no need to worry about using mobiles in the office. • Unlimited calls made from your zone to staff mobiles and to your fixed lines. • Calls made from the zone to other numbers cost no more than BT’s published rates.
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Broadband
Our broadband is a fully managed Broadband Asymmetric Digital Subscriber Line (ADSL) service. It offers up to 8Mbits/s downstream and 448Kbits/s upstream speeds with fair usage of 50GB per month. Broadband is available with a single static Internet Protocol (IP) address and is offered with a choice of a 4-port wireless router or a single-port wired router. Broadband is available on BT managed landlines throughout the UK (ie excludes BT unbundled lines), with the exception of the Isle of Man and Kingston. Broadband is not available on ISDN2 or ISDN30.
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4. Tariffs
We’re known for our great value tariffs. Now there’s even more to smile about. Like greater flexibility and reduced call rates. You can even choose your contract terms to suit your needs from just one month, up to 36. Whether you’re looking to support 10 staff or 5000, we can personalise your tariff with Bolt Ons to make it just right for you. Please refer to the Procurement Scotland framework price list.
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Tariff tables
Line tariffs
PSTN Lines ISDN2 ISDN 30
Line transfer Line transfer - - - per bearer Line installation Line installation £90.00 £232.98 £550.00 per bearer Line installation Monthly line rental £11.00 £22.00 £30.00 per channel Monthly channel Monthly channel - - £13.00 rental rental
UK Calls tariffs
Local Call Mobile Mobile Mobile Mobile Mobile National Call Local National (eg 0845) Three T-Mobile Orange Vodafone ø (eg 0870)
Peak (PPM) 0.75p 0.75p 3.5p 7p 7p 7p 7p 7p 2p
Off-peak (PPM) 0.75p 0.75p 3.5p 7p 7p 7p 7p 7p 2p
Weekend (PPM) 0.75p 0.75p 3.5p 7p 7p 7p 7p 7p 2p
Broadband tariffs
Broadband Broadband Static IP lines hardware addresses Single-port 1 additional Line transfer £11.00 £30.00 £1.50 wired router static IP 4-port 5 additional Line installation £34.85 £30.00 £5.00 wireless router static IP
Monthly rental £12.50
No charge for the transfer of BT lines; calls only option available for customers with BT lines.
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Tariff tables
International Calls
Peak, Peak, Offpeak, Offpeak, Weekend Weekend (PPM) (PPM)
International to Belgium 1.36p International to Netherlands - mobile 16.49p
International to Belgium - mobile 19.45p International to Norway 1.23p
International to Canada 0.76p International to Norway - mobile 21.59p
International to Canada - mobile 0.76p International to Poland 1.68p
International to China 1.07p International to Poland - mobile 17.69p
International to China - mobile 1.07p International to Russia 4.07p
International to France 1.01p International to Russia - mobile 5.10p
International to France - mobile 12.49p International to Singapore 0.73p
International to Germany 0.92p International to Singapore - mobile 0.73p
International to Germany - mobile 14.85p International to Spain 0.98p
International to Hong Kong 1.70p International to Spain - mobile 14.85p
International to Hong Kong - mobile 1.38p International to Sweden 1.01p
International to India 6.37p International to Sweden - mobile 15.29p
International to India - mobile 6.37p International to Switzerland 1.76p
International to Ireland 15.61p International to Switzerland - mobile 21.84p
International to Ireland - mobile 15.61p International to Turkey 4.01p
International to Italy 0.83p International to Turkey - mobile 12.98p
International to Italy - mobile 17.90p International to United states 1.01p
International to Japan 0.93p International to United states - mobile 1.01p
International to Japan - mobile 10.47p International to Uruguay 7.45p
International to Netherlands 1.01p International to Uruguay - mobile 26.23p
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5. Migration
When it comes to moving from your old supplier to Prince 2 ø, we’re here to make the process a lot quicker and Recognised as a world-class international project easier than you’d think. We offer corporate customers management method, that embodies many years a completely tailored approach, implemented by your of good practice and provides a flexible approach to own dedicated ø Project Management Team. They’re suit all projects. It is a method designed to provide a highly skilled, Prince 2 accredited team with vast framework covering the wide variety of disciplines and knowledge and experience ensuring that the process is activities within a project. as seamless as possible. We recognise the importance of transition Your Account Manager management. By working with your Account Manager, he will • Experienced Project Management Team facilitate the right people with the right expertise to manage your project from end-to-end. • Specialists in projects where more technical expertise is required - GPRS and Mobile Extension • We invest in our people, train to Prince 2, Foundation and Practitioner level.
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Line transfers / New provision
If the line provider is a LLU (Local Loop Unbundled) provider or cable provider then new provision is required. If the call provider is a CPS (Carrier Pre-Select) provider, then the service must be terminated before transfer to ensure the calls package can be provided. Possible scenarios are defined below.
Existing line Existing call Line transfer / provider provider provision Notes Number porting is not applicable because the number already Transfer line / exists on the BT network. The transfer will be seamless, except BT BT Calls that PINs will be re-issued and the 1571 service will require personalising. Number porting is not applicable because the number already WLR provider BT/WLR Transfer line / exists on the BT network. The transfer will be seamless, except (eg Daisy, provider Calls that PINs will be re-issued and the 1571 service will require Vodafone) personalising. Customer is required to terminate their CPS agreement before CPS provider transferring, otherwise calls will continue to be delivered by (eg Colt, Terminate CPS the CPS provider. Number porting is not applicable because the BT Energis, OneTel, Transfer line / number already exists on the BT network. The transfer will be Opal, Telco, Calls seamless, except that PINs will be re-issued and the 1571 service Global, Thus) will require personalising. This is classed as a new line provision because the local loop needs re-connecting to the BT network - new provision charges LLU provider New line Any will apply. Number porting is required if you want to keep your (eg TalkTalk, Sky) provision / Calls numbers. The transfer will take longer than a straight forward transfer and the line features will be different. This is a new line provision. Number porting is required if you Cable provider New line Any want to keep your numbers. The transfer will take longer than a (eg Virgin Media) provision / Calls straight forward transfer and the line features will be different.
Your personal Project Manager will be appointed once we have a signed contract. This person will then manage your migration process.
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Broadband transfer / New provision
When transferring broadband from another service provider it is important to understand your existing broadband provider details. If the broadband provider is a LLU (local Loop Unbundled) provider or a cable provider then new provision is required. Possible scenarios are defined below.
Existing line Existing Broadband provider broadband transfer / provider provision Notes Broadband already provisioned online, so transfer is Transfer straightforward. Customer will receive similar speed to BT BT broadband existing provider. MAC code is required to transfer the service. New router is required. Broadband already provisioned online, so transfer is BT Wholesale BT/WLR Transfer straightforward. Customer will receive similar speed to (eg PlusNet, provider broadband existing provider. MAC code is required to transfer the Madasfish) service. New router is required. Broadband needs to be provisioned on the BT network. LLU Broadband (eg New MAC code is required to transfer the service. There will BT Sky, AOL, Tiscali, broadband be downtime while the broadband is provided on the BT ø) network. New router is required. An ø landline (BT WLR line) must be provisioned first, LLU provider Broadband cannot Any before ø business broadband can be offered. No MAC (eg TalkTalk, Sky) be provisioned code is required, because it is a new installation. An ø landline (BT WLR line) must be provisioned first, Cable provider Broadband cannot Any before ø business broadband can be offered. No MAC (eg Virgin Media) be provisioned code is required, because it is a new installation.
Your personal Project Manager will be appointed once we have a signed contract. This person will then manage your migration process.
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Transfer / Provision timescales
When transferring broadband from another service provider it is important to understand your existing broadband provider details. If the broadband provider is a LLU (Local Loop Unbundled) provider or a cable provider then new provision is required. Possible scenarios are defined below.
Line transfer Minimum lead time Comments Transfer timescales are dictated by the Landline, ISDN2 and ISDN30 line transfer 11 days requirement for the losing CP to inform their customer.
New line provision Minimum lead time Comments
New landline provision 4 - 11 days The lead time starts from when our provisioning team receive the order. New ISDN2 provision 7 - 22 days The lower figures are for basic provisions (eg known address) New ISDN30 provision 21 days The higher figures are for more complex provisions (eg new sites / temporary New broadband provision 10 days locations).
Delivery times may be subject to line plant and engineering resource availability. Confirmed lead times will be advised once BT have confirmed their installation dates.
Number porting Minimum lead time Comments
Single line 5 days The lead time starts from when our ISDN2 provisioning team receive the order. 5 - 18 days (Single number through to simple DDI) The lower figures are for basic number ISDN30 ports (eg single number). 8 - 23 days (Single number through to complex DDI) The higher figures are for complex number ports (eg multiple DDI). Broadband 10 days
Where number porting is applicable, then the overall minimum lead time will be the longer of the provision and the number porting minimum lead time.
You will be notified when the committed delivery date is provided to ø.
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6. Ordering and billing
We aim to make the order process as simple as ORDER FORM 1 – DIRECT BUYING
possible, that’s why we appoint a key account manager PROCUREMENT SCOTLAND – FIXED TELEPHONY SERVICES FRAMEWORK AGREEMENT right from the start. The account manager will be able ORDER FORM 1 – DIRECT BUYING NOTE: Fixed Telephony Services other than those set out in the Services and Tariff to guide you through the order procedures to make Pages MUST be ordered using Order Form 2 for Mini Competitions.
sure your order has a smooth transition. PART A
Framework PS-09-001 Your Account Manager will work through the ordering Agreement Reference Number process step-by-step should you need it, before Client Client Contact handing over to your dedicated Project Manager. We Details Contractor are there to help you all the way through. Contract Manager Name: and address for Address: Notices Te l : Fax: Using the Procurement Scotland order form illustrated Email: Invoice Address here, we will create a form of execution taking us onto (if different) Single point of contact the next important element of the order process - the Order Number To be quoted on all correspondence relating to this Order Form: Customer Requirement Form. Order Date
REQUIREMENTS Commencement Date: Customer Requirement Form:
Details of the Fixed Telephony Services required as set out in the Services and Tariff Pages When fixed products and services from another service and Support Service Option required: (for example Number of ISDN30 Channels, Number of provider it is important to understand your current ISDN, Number of Analogue Lines) Required Activation and Installation Date(s) and Time(s) and any specific installation existing service provider details. requirements:
These details need to be captured on a Customer Premises for activation of service, installation and training (if applicable): Requirement Form (CRF) and submitted to ø. Acceptance Test Criteria and Acceptance Test Period: The accuracy of this information is key to a successful ORDER FORM 2 – MINI COMPETITIONS PROCUREMENT SCOTLAND – FIXED TELEPHONY SERVICES FRAMEWORK AGREEMENT Milestones (including dates for Completion): transition. ORDER FORM 2 – MINI COMPETITIONS The CRF will be provided at point-of-sale by your PART A Framework PS-09-001 Account Manager and is required to be submitted with Agreement Reference Number your signed contract. Client Client Contact Details There is a specific CRF for each fixed product provided Contract Manager Name: and address for Address: by ø. Notices Te l : Fax: Email: Invoice Address (if different) Single point of contact Order Number To be quoted on all correspondence relating to this Order Form: Order Date Last date and time for receipt of responses
REQUIREMENTS Commencement Date:
Existing Fixed Telephony Services:
Details of the Services required as derived from the Services and Tariff Pages and Support Service Option required: (for example Number of ISDN30 Channels, Number of ISDN, Number of Analogue Lines)
Note: the requirement for Products can be expressed precisely or generally in terms of outputs required. Required Activation and Installation Date(s) and Time(s) and any specific installation requirements:
Premises for activiation of service, installation and training:
Details of associated Services required as derived from the Services and Tariff Pages (including whether project management or additional training is required):
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7. Customer services and support
Our customers like us. They tell us, because we ask. Our consultants explore where people and Our customer service levels are better than they have departments can work better together. How the old ever been, so there’s a lot for our customers to be technology can work with new. And together we’ll pleased about. find the best ways technology can work for you- it’s All organisations are different, and so are the systems all about teamwork. and processes they rely on. We know the public sector. As part of your team, we’ll work as an extra arm to your workforce, an independent view and the expertise you need. Where and when you need it.
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Care package
Anytime (Priority 1) Peak (Priority 3) This service operates 24 hours a day, seven days per The working hours for this service are 8.00am to week including Bank and Public Holidays. We will 5.00pm Monday-Friday excluding Public and Bank respond within four hours of receipt of a fault report. Holidays. Faults may nevertheless be reported 24 hours a day, seven days a week (including Public and Bank Peak Plus (Priority 2) Holidays). Where a fault is reported outside of the working hours for this service, the fault will be treated The working hours for this service are 8.00am to as if it has been reported at the beginning of the next 5.00pm Monday-Saturday excluding Public and Bank Field Working Day. Work will only be carried out during Holidays. Faults may nevertheless be reported 24 the working hours for this service. hours a day, seven days a week (including Public / Bank Holidays). Where a fault is reported outside of the working hours for this service, the fault will be treated Expedited Repair (Bespoke) as if it has been reported at the beginning of the next The customer can request a faster repair service on a working day. Work will normally only be carried out per occasion basis against any care option. Charges during the working hours for this service. We will will apply for Expedited Repair. respond within four working hours of receipt of a fault report.
Service package Expedited Repair RRP
Fault fixed within 24 hours £400
Fault fixed within 30 hours £300
Fault fixed within 36 hours £200
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Fault reporting
Faults may be reported on the Customer Services number 24/7. (The default response option for the Landline service is Peak as detailed below).
Peak fault response
ø will clear a failure of the landline service which does not require an appointment or engineering visit before midnight on the first working day following the day on which the fault is treated as being reported, in accordance with the Peak fault response option or on a later date agreed by both parties.
For a failure of the landline service which does not require an appointment but which does require an engineering visit, ø will work to clear the fault between 00:00 Monday to 23:59 Friday (excluding Saturday, Sunday, bank and public holidays) and ø will clear such fault within 48 working hours of the time that the fault is treated as being reported, in accordance with the Peak fault response option (96 working hours for basic lines).
ø will clear a failure of the landline service which requires an appointment and which does not require an engineering visit by midnight on the appointment date or on a later date agreed by both parties.
Procurement Scotland Telecoms Team. Call us on 0131 244 0453 or email [email protected] Restricted Commercial - Fixed Telephony | Page 25
Fault handling timescales
Line / Maintenance Period of Service Solution Service level cover level End-user 23:59 on appointment All All All appointment date Visit Premium Digital Access Peak Mon - Fri 48 hours Premium Digital Access Visit Peak Plus Mon - Sat 48 hours ISDN30 Premium Digital Access Visit Anytime 24/7 24 hours ISDN30 Visit Basic Peak Mon - Fri 96 hours Visit Basic Peak Plus Mon - Sat 72 hours Visit Basic Anytime 24/7 24 hours Midnight on first working No visit or day after the first working All Peak or Peak Plus N/A appointment day the customer reports the fault No visit or All Anytime N/A 24 hours appointment Expedite All All All 24 hours
Procurement Scotland Telecoms Team. Call us on 0131 244 0453 or email [email protected] Restricted Commercial - Fixed Telephony | Page 26
Contacts
Your key contacts in ø Below is an example of the contact hierarchy you Your Corporate Customer Service Team will be your will have: main point of contact. They deal with requests and ø Corporate Customer Service queries such as: Corporate Customer Service Team • Orders 0800 0859999 +PIN: ______• Value-added services • Invoicing Email address • Technical support In addition they will own queries that require expertise Team Coach from specialist areas within ø making sure that resolution is expedited and that you are provided with (Name) regular feedback on progress. (Number) Your ø Service Team will be appointed once your (Mail)@O2.com contract has been agreed and the implementation process begins. You will be allocated named contacts in customer services, a Service Relationship Manager, a Corporate Team Manager (Service Relationship Project Manager and of course your Account Manager. Manager may also be engaged at this point) (Name) (Number) (Mail)@O2.com
Corporate Service Manager (Name) (Number) (Mail)@O2.com Service Relationship/Service Delivery Manager details (Name) (Number) (Mail)@O2.com
Procurement Scotland Telecoms Team. Call us on 0131 244 0453 or email [email protected] Restricted Commercial - Fixed Telephony | Page 27
Account management
We will appoint a Key Account Manager who will take • Advising on areas such as service enhancement and overall responsibility for the relationship between ø new tariff options. and your company. Core responsibilities of the ø Key • Being responsible for contacting key stakeholders Account Manager include: within your business, to discuss the impact of • Managing the ø customer virtual team. communications on their part of the business, and to implement any improvements identified. • Ensuring the smooth-running of the account and being a contact point for any issues. • Reviewing our performance regularly and setting up service review meetings to discuss all practices • Keeping you informed about latest product and procedures to ensure that your organisation is enhancements, developments and roadmaps, as receiving the highest level of service at all times. and when they become available. • Setting up the ø Engage Programme, which • Working proactively with you to identify areas of offers peer-to-peer relationships with relevant client value (eg potential to reduce operational ø executives with the aim of nurturing ongoing costs and/or take advantage of revenue-generating relationships at a senior level. opportunities). • Delivering a customer-specific development strategy, which will detail how ø and your organisation will work together to improve competitive position.
Procurement Scotland Telecoms Team. Call us on 0131 244 0453 or email [email protected] Restricted Commercial - Fixed Telephony | Page 28
8. Service credits
Service credits are to be agreed with Procurement Scotland during the mobilisation process of the Framework agreement. For further details contact Procurement Scotland.
Procurement Scotland Telecoms Team. Call us on 0131 244 0453 or email [email protected] Published in May 2010. All information is correct at time of going to print. Terms apply see o2.co.uk/terms Telefónica O2 UK Limited Registered in England no. 1743099 Registered Office: 260 Bath Road, Slough, SL1 4DX