Contact information for all queries, including your NOC support number and your account team s contact information

Transcription

1 Client Guide 2018

2 Table of Contents Introduction... 3 Starting Your Service with GTT... 3 Your Account Manager... 3 Access to the EtherVision Client Portal... 3 Service Delivery... 4 GTT Service Delivery Team... 4 Service Delivery Process... 4 Technical Support... 6 GTT Global Network Operations Centers (NOCs)... 6 GTT NOC Contact Information and Management Escalation... 6 Planned and Emergency Maintenance... 6 Finding Contact Information in EtherVision... 7 Billing... 8 Overview... 8 Billing Inquiries... 8 Invoices and Payment... 8 How to Read Your Invoice... 9 Disconnections Requests for SLA Credits for Outages EtherVision Client Portal Billing Section Useful Billing Forms

3 Introduction Welcome to GTT! Thank you for choosing us as your service provider. This new client welcome guide provides essential information regarding your services. At GTT, we are committed to delivering outstanding client experience with simplicity, speed and agility. You will find us easy to work with, extremely responsive to your requests and flexible in meeting your specific business needs. Starting Your Service with GTT Your Account Manager Your GTT account manager is your first point of contact for all non-technical support issues related to your service. Please reference your service order form for your account manager s name. Your account manager can assist you with many items, including: Pre-sales technical support Quotes for new services Facilitating communications with other GTT departments Handling moves, adds or changes to services Access to the EtherVision Client Portal EtherVision is GTT s easy-to-use, online client portal that helps you monitor and manage your services. Your project manager (PM) will activate your EtherVision account and provide you with login credentials during service implementation. You can access EtherVision at this URL: or by going to GTT s website, and clicking on the EtherVision login located in the top right-hand corner of the homepage. EtherVision provides features that include: Contact information for all queries, including your NOC support number and your account team s contact information A dashboard that provides a quick overview of the health of your services A list of active services The ability to request quotes for new services A list of submitted trouble tickets and status updates Current and past invoices, as well as the ability to submit billing inquiries and request SLA credits 3

4 Service Delivery GTT Service Delivery Team GTT s global service delivery team is responsible for service implementation for all of your GTT services worldwide. You will be assigned a project manager (PM) who will be your main point of contact during implementation and will oversee the service delivery process. Once your order has been processed, you will receive an acknowledgement containing the PM s contact information. During service implementation, the PM will: Confirm the order design, service type and service location(s) Confirm key technical requirements Provide initial timeline expectation(s) and critical tasks/milestones Communicate with you at key provisioning milestones Coordinate service activation and acceptance Ensure accuracy of your first invoice Your PM will also provide you with a roles and responsibilities matrix with contact information for the regional team supporting your implementation. Service Delivery Process Step 1: Order Requirements Review To start the order process, your PM will meet with you to ensure that the service delivery team has the required information to provision your services correctly. During this phase, your PM will: Gather and review the technical order details with your provisioning contact (local contact information, connection types, extended demarcation information, LOA/CFA, specialized IP requirements, etc.) Confirm responsibilities between GTT and your point of contact cross-connects, hand-off points, etc. Confirm your required due date and review project timelines Step 2: Provisioning Services During this phase, the service delivery team will: Submit applicable order(s) to GTT s access vendors for off-net components (when required) Send an order status update indicating an estimated service installation date Track critical milestones and issuance of the Firm Order Commitment (FOC) date 4

5 On the FOC date, GTT will: Verify that services (on-net and off-net) have been successfully tested to the point of demarcation (DMARC) Provide you with DMARC information, relevant technical information and circuit IDs Confirm that the service installation is complete, and the service is ready for use Upon start of service notification, if activation support is required, we will: Coordinate end-to-end testing with you, GTT s engineering team and any third-party vendors Confirm that we have addressed all of your technical requirements and that you have accepted the service Step 3: Production Billing and NOC Support Once the service is installed, the service delivery team will: Initiate billing from the start of service date Provide you with a link to an online survey to obtain your feedback Initiate service support with our Network Operations Center 5

6 Technical Support GTT Global Network Operations Centers (NOCs) For technical service issues, performance degradations or outages, please contact the GTT global Network Operations Center (NOC). Contact information for GTT s NOCs is located on the EtherVision site. You are assigned to a specific NOC based on its ability to immediately address your technical needs. It is important that you contact the correct NOC. When you contact the GTT NOC, you will receive support on ticket creation, service status and management escalation. GTT s NOCs: Monitor operations of all backbone links and network devices Ensure continuous operation of GTT s client services and devices Troubleshoot all network-related problems GTT NOC Contact Information and Management Escalation The GTT NOC will automatically escalate issues on your behalf; however, in the event of an emergency, please follow the management escalation list provided in EtherVision. Details of how to find this information is contained later in this document. Planned and Emergency Maintenance GTT performs scheduled network maintenance during specific timeframes. We will send notification of network maintenance to your contact on record in advance of these scheduled events according to the intervals listed below. Type Notification Period Maintenance Window Planned Minimum 10 days advance notice Monday Friday 12:00 a.m. 6:00 a.m. local time Emergency Under 10 days advance notice Monday Friday 12:00 a.m. 6:00 a.m. local time *** Urgent demand maintenance may require work outside of normal time window *** Local time is defined as the time zone in which the maintenance activity takes place. 6

7 Finding Contact Information in EtherVision The initial screen in EtherVision contains access to all essential contact numbers and addresses for installation, service and account issues. The Contact List section contains three tabs. Account Managers This tab contains the contact information for your account director. Project Managers If you have any issues during your service delivery, the contact details for your project manager are contained in this tab. NOC Contacts The NOC Contacts tab contains the and phone number for your specific NOC along with the escalation list you should follow if you need an emergency escalation. 7

8 Billing Overview GTT s billing department is responsible for all billing transactions, including: Processing and sending invoices Assessing SLA credits for outages Processing and resolving disputes Applying payments and issuing refunds Billing Inquiries If you have a billing inquiry, please contact GTT billing at the phone number listed on your invoice or send an to billing@gtt.net. You can also submit an inquiry through the EtherVision client portal. When contacting GTT for billing inquiries, please provide the following information: Client account number GTT circuit ID/PON number Invoice number(s) Billing contact name Billing contact phone number and address Reason for your inquiry Invoices and Payment All invoices are sent to clients by . Payments can be made by wire transfer, check, e-check or credit card. Please refer to your invoice for remittance information. 8

9 How to Read Your Invoice 9

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11 Disconnections All disconnections need to be sent to our disconnections address: You are required to include the following information: 1. GTT Service ID 2. GTT PON (this is on your invoice) 3. Requested disconnect date A clearly marked snapshot of your invoice with the services that you require disconnecting will suffice for 1 and 2 above. 11

12 Requests for SLA Credits for Outages Please submit all requests for SLA credits to Please include the following information in your Client account number GTT service ID or GTT PON number Contact name Contact information (phone and ) GTT ticket number(s) Summary of the SLA credit for outages you are looking to recover EtherVision Client Portal Billing Section The billing section of EtherVision allows you to: View past and current invoices Send billing inquiries Submit your requests for SLA credits for outages Useful Billing Forms Included below are frequently requested billing forms: Credit Card and Bank Draft Authorization Form Form W-9 GTT Communications Taxpayer ID with Addendum 12