Client Guide - GTT - EtherVision - GTT · PDF filethank you for choosing Gtt as your network...

Client Guideinformation for new clients outlining service delivery, network operations support, client portal usage and billing

AuGust, 2014

© 2014 Copyright GTT, Inc. All rights reserved

GTT Client Guide

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tAble of ContentsClick on the title or page number to navigate directly to that entry.

IntroduCtIon to your Gtt ServICeCreating a Client Account 2Your Account executive 2

ServICe delIvery ProCeSS Gtt service delivery team overview 3service delivery steps 3service delivery escalation list 5

Gtt network oPeratIonS Center (noC) SuPPortoverview 6fault Reporting details 7Ticket Types, Definitions and Response Times 9escalations 9trouble Reporting and Management Process 10service upgrade/out of term Procedure 11terminations 11

BIllInG billing overview 12invoices and Payment 12Requests for an slA credit for outages 12Gtt invoice overview 13

Gtt ClIent Portaloverview 16Create a Client Account 16Access Client Portal 16Client Portal Homepage 17View Your Port usage 17screen of Your Port usage 18to Request Quotes for new service 19to View new orders or Change orders 20disconnects 20tickets 21looking Glass 22billing 23Admin 24


GTT Client Guide

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intRoduCtion to YouR Gtt seRViCethank you for choosing Gtt as your network service provider included in this client guide is important information regarding your service

CreatInG a ClIent aCCountonce you begin service with Gtt, we advise you to create a client account on the Gtt client portal Your Account executive can establish login credentials for you to create your account

The benefits of creating a client account are to:

• obtain the contact information of your Account executive

• View your inventory of services

• Request quotes for new service

• Assess the status of service invoices

• submit trouble tickets and view their status

• submit iP request

• View port usage

• View network status, order status and trouble ticket status

• Review current and past invoices

• submit a billing inquiry

your aCCount exeCutIve Your Account executive is your single point of contact and is committed to providing you with superior service Please do not hesitate to contact them with questions or concerns you have with any aspect of your Gtt service or support

This includes:

• Requesting login credentials to establish a client account on the client portal

• Providing service quotes

• Pre-sales technical support

• facilitating communications between service delivery, network operations Center support and billing

• Managing supplier relations

• Handling moves, adds or changes to service

Contact information for your Account executive can be found on your service order form and on the client portal found on our website www gtt net


GTT Client Guide

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seRViCe deliVeRY PRoCess

Gtt ServICe delIvery team overvIew Gtt’s service delivery team is responsible for implementing your ordered client services for contact information on your assigned Project Manager, refer to your order Acknowledgment letter

The main goals of Service Delivery are to:

• Confirm your order design, service type and service location(s)

• Confirm key technical requirements

• Provide proactive client communication at key provisioning milestones

• escalate aggressively with carriers

• overcome installation obstacles

• Rapidly hand over completed services

• Above all, manage your expectations

Prior to starting the implementation process, the technical Provisioning document must be fully completed so the service delivery team has the required information to provision your service

ServICe delIvery StePS • Step 1: Processed

– After gathering all technical specifications and order requirements, your GTT Account executive releases the order to the service delivery team

• Step 2: assigned

– Your assigned team member will:

• Review order details with the client provisioning contact (LCONs, hand-off type, extended DEMARC information, LOA/CFA, IP, BGP requirements, etc.)

• Confirms each party’s responsibilities – client cross-connects, GTT hand-off points, etc.

• Hold internal kickoff call with sales and sales support

• Submit applicable order(s) to GTT vendors for off-net components

• Send an Order Acknowledgment letter indicating order acceptance and confirming the order has moved into provisioning letter includes Gtt service id and primary contact details


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• Step 3: In Provisioning

• Internal Engineering tickets initiated for port assignments, circuit build and configurations as applicable

• Coordinates 3rd party remote hands work as required

• tracks off net orders with vendors

• Assigns an overall GTT Firm Order Commitment (FOC) date and sends out your GTT foC letter

• sends loA/CfA or dlR documents to your assigned technical contact for client provided cross-connect or network extensions

• Coordinates shipment and installation of any needed Client Premises equipment to your end locations as applicable

– On the FOC date:

• Verifies that GTT and off net vendor(s) have successfully tested to the GTT provided handoffs

• Provides deMARC information and local circuit ids as applicable

• Gathers contact details for both vendors and client tester/maintenance techs

• Step 4: ‘test and turn up’

– In preparation for your Test and Turn Up:

• Coordinates end-to-end testing with client, Gtt engineering, and any 3rd party vendors

• Ensures that your services are correctly implemented: deployment of Client Premises equipment, VlAn tagging, QinQ tunneling, etc

• if client is not ready once service is deemed as ‘completed’, the order is moved to the next step Client can schedule a follow-up test and turn up with 48 hr notice

• Step 5: Start of Service (SoS)

• Gtt sends start of service letter

• Provides circuit ids and deMARC information

• indicates the invoice bill start date

• Provides a Client survey hyperlink to obtain your feedback


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ServICe delIvery eSCalatIon lISt should you experience implementation issues that need resolution, please follow the escalation table below:

north america

name and title Contact Information

1 Assigned Project Manager found on order Acknowledgment letter

2 Manager, service delivery us Kari sorensenKari sorensen@gtt net703 442 5596 – office703 819 5594 – mobile

3 Manager, Circuit engineering Andrew CannovaAndrew Cannova@gtt net703 677 9918 – office312 391 4608 – mobile

4 VP, Customer operations dennis Collinsdennis Collins@gtt net703 442 5509 – office703 338 6002 – mobile

5 eVP, Americas layne levinelayne levine@gtt net512 221 1436 – office512 422 1436 – mobile

emea/aPaC

name and title Contact Information

1 Assigned Project Manager found on order Acknowledgment letter

2 Manager, eMeA/APAC delivery Andreas niehoffaniehoff@gtt net+49 6102 823 5331 – office+49 715 9309 633 – mobile

3 Head of Project Management (EMEA/APAC)

simon Curtis-ellssimon Curtis-ells@gtt net+44 (0)20 7029 4803 – office+44 (0)7748 648 029 – mobile

4 Managing director, eMeA/APAC Andy (AJ) [email protected]+44 (0)20 7029 4873 – office


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Gtt netwoRK oPeRAtions CENTER (NOC) SUPPORT

overvIew the global noC is staffed with network technicians and engineers whose primary responsibilities are to proactively monitor the network ensuring it remains healthy and secure from internal or external threats as well as minimizing any irregularities

On a daily basis our NOC proactively:

• Monitors operations of all backbone links and network devices

• ensures continuous operation of our support servers and services

• Provides technical support to clients

• troubleshoots all network-related problems

for any technical service issues, performance degradations or outages, contact the noC to report the trouble using the contact information below

Gtt noC Contacts and escalation list

lvl Contact details telephone email

1st technician handling your issue

italy only +39 070 4600 780

uK and rest of the world +44 207 489 4200

usA & Canada +1 800 583 1388 (toll-free)

+1 877 385 5252 (toll-free)

+1 703 442 5539

inoc@gtt net

2nd supervisor/duty Manager

Request escalation from inoC for on-Call duty Manager (OCDM)

ocdm@gtt net


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lvl Contact details telephone email

3rd supervisor/duty Manager

Request escalation from inoC for on-Call duty Manager (OCDM)

ocdm@gtt net

4th senior director of Global network operations

Justin Raymond

+1 703 442 5589

justin raymond@gtt net

5th sVP Global engineering and operations

bob burris

+1 703 442 5591

bob burris@gtt net

Fault rePortInG detaIlS When a fault is created, our trouble ticketing system will automatically:

• Generate a unique ticket ID (example: GTT TT# [1234])

• Send an Email with your Ticket # to the originator or default contact details we have on record.

When reporting a fault, please contact the NOC and provide as much information as possible, including:

• GTT Circuit ID(s) or PON number(s)

• Client name

• Client contact details

• time of occurrence

• A brief description of the problem including any known details on:

– trace Routes

– Ping tests

– iP addresses/source and destination, when available

– evidence of packet loss or latency

– Router logs

Gtt noC Contacts and escalation list (cont.)


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Post-installation Issues:

if you experience any of the following post-installation issues, please contact the noC or email [email protected] and provide the requested information below:

• Reverse DNS request (pointer record [PTR])

– Please provide the IP and the fully-qualified domain name (FQDN) to associate with it.

• Border Gateway Protocol (BGP) route additions Please provide:

– neighbor iP

– ASN (Autonomous System Number)

– IP Prefix to add

• High latency and/or Packet loss Please provide:

– serial interface iP

– email trace routes/reverse when possible

– Interface errors (if any are shown)

– start time of the problem

– identify if the problem is sporadic or continuous throughout the day

– specify whether the problem is happening at the current time

• interface errors Please provide:

– type of device

– duplex settings on the client side


– Advise if the client tried to change ports or optics

• bGP flapping Please provide:

– neighbor iP

– ASN (Autonomous System Number)


– identify if there is packet loss, latency or interface errors

• To get cage access (colocation clients only) Please provide:

– location

– Cage or rack #

– names of visitors

– time of visit

note: To request additional IPs or VLANs IDs, contact your Account Executive or email [email protected].


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tICket tyPeS, deFInItIonS and reSPonSe tImeS GTT NOC tickets are categorized into the following types and severity conditions:

Severity Definition example response restore

P1 single client outage/severe

degradation

Core network event with minor degradation

Client circuit down or unusable due to degradation or loss of 40 Gbps+ of backbone capacity on any given span

1 hour 4 hours or less

P2 single client service degradation

Packet loss and latency

4 hours or less 12 hours or less

P3 informational and changes

BGP filter updates

General information request

12 hours or less

trouble tickets (all Priorities)

maintenance tickets

type Notification Period maintenance window

Planned Minimum 10 business days advance notice

M–F 2:00–6:00 local time*

emergency under 10 business days advance notice

M–F 2:00–6:00 local time*

urgent demand maintenance may require work outside of normal time window

Please call the noC anytime after the maintenance window to verify if maintenance was completed (please provide GTT ticket number). To reschedule a Maintenance notification, contact maintenance@gtt net or call the noC

*Local time is defined as the time zone in which the maintenance activity is taking place.

eSCalatIonS

timeframes

• All Critical Faults (Severity: P1) are managed as follows. The GTT NOC will proactively escalate faults using the intervals below if you wish to speak with the escalation contacts listed below, please call the noC


GTT Client Guide

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Contacts

Gtt noC Contact details

lvl Contact details P1 P2

1st technician handling your issue

event +2 hrs

event +3 hrs

2nd supervisor/duty Manager

event +4 hrs

event +6 hrs

3rd supervisor/duty Manager

event +6 hrs

event +9 hrs

4th senior director of Global network operations

event +8 hrs

event +12 hours

5th sVP Global engineering and operations

event +10 hrs

event +15 hrs

Corrective actions and Follow-up tickets

• If any material issues arise while resolving a client fault (issues with circuit design, network performance, insufficient supplier troubleshooting support, etc.), the NOC will:

– flag internal corrective actions and take immediate corrective action, when possible

– document larger issues and consult with all relevant internal teams to solve going forward

– escalate to Gtt’s executive leadership team to address with our suppliers

trouBle rePortInG and manaGement ProCeSS

managed networks

• the Gtt international noC will proactively monitor all Managed Client networks and log fault tickets when we see alarms on these networks. The GTT NOC will:

– update P1 tickets Hourly unless otherwise agreed with client

– log a ticket and investigate all alarms on the network

– notify the client of any issues within 5 minutes of a network alarm being seen

– investigate the issue with the supplier responsible until the issue is resolved

– engage the client in troubleshooting if there is a potential issue with the client’s equipment if the client is unavailable, then the Gtt noC will suspend the trouble ticket until the client is available

unmonitored networks

• Clients should report all faults for unmonitored services to the noC once the client has completed initial checks on their equipment


GTT Client Guide

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ServICe uPGrade/out oF term ProCedure Clients wishing to renew their out of term services or upgrade existing services must contact their assigned Gtt Account executive, or send an email to sales@gtt net

termInatIonSin the event you wish to cancel your service or part of your service, please send an email to [email protected] with following information:

• GTT Circuit ID(s) or PON number(s)

• Reason for disconnect

• date to be disconnected

• Point of contact for the disconnect request

reason For outage (rFo) requests (all Priorities)

To submit a request for a Reason for Outage (RFO), please contact the NOC or email us at [email protected]. Please provide the following: GTT Circuit ID, Time of outage and GTT ticket number.

• the noC will provide verbal or email-based Rfos for all resolved P1 and P2 trouble tickets

• the noC will provide full written Rfos upon request for all P1 trouble tickets and for any outage over 15 minutes in:

– 5–7 business days for on-net services

– 7–10 business days for services that include 3rd party network extensions

– This excludes outages reported after the incident (i.e., Historic Outage)

Change requests

if you would like to submit a service change request, please contact your Account executive or email at change requests@gtt net

• Please provide the Gtt Circuit id, iP range to be added and Asn of the range

– Rdns requests

• Please provide GTT Circuit ID and New PTR (point record) to be added

– usage Request

– new iP allocation

– iPv6 requests


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billinG

BIllInG overvIew The GTT billing department is responsible for all client-related transactions including:

• Correcting and updating billing information

• Processing and sending invoices

• Assessing slA credits for outages

• Processing and resolving disputes

• Applying payments and issuing refunds

• Providing information regarding billing

Billing Inquiries

for billing inquiries, call the phone number listed on your invoice, send an inquiry through the client portal, or send an email to [email protected]. Be prepared to provide the following information:

• Client Account number

• Gtt circuit id/Pon number

• Contact name

• Contact Information (phone and email)

• summary of the reason you are contacting billing

InvoICeS and PaymentAll invoices are sent via email unless specifically stated in your MSA. Invoices are typically sent the first of the month

Payments can be made via wire or check Please see your invoice for remittance information

if you have created a client account on the Gtt client portal, you can view your current or past 6 months of invoices in the portal

requeStS For an Sla CredIt For outaGeSRequests should be made to [email protected]. Please include the following information in your email:

• Client Account number

• Gtt circuit id/Pon number

• Gtt Rfo ticket number


GTT Client Guide

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Gtt InvoICe overvIew

Sample Invoice

Invoice EU-PSINV-017029Global Telecom & Technology - EMEA Ltd.

London, EC4M 7RDUnited Kingdom

+44 (0)20 7489 7200Phone No.Fax No. +44 (0)20 7489 7300

Billing Queries [email protected] Outage [email protected]

Disconnects [email protected]

05/01/12Due Date04/01/12Invoice Date

EU-CUST-100161Customer Account No.

ACME, IncorporatedJane DoeAccounts Payable800 Parkview DriveSuite 225Any City, WA 12345-4400

London, UK Devonshire SquareNational Westminster Bank Plc, Premier PlaceNational Westminster Bank PlcGlobal Telecom & Technology - EMEA Ltd.Remit To:

Bank Name:Address:

Account:Routing #:

13031732NWBKGB2L

Total MRC $ 4,335.48$ 1,500.00Total NRC$ 2,025.44Total Burstable

$ 0.00Total Pass Through$ 0.00Total ETL$ 0.00Total Misc

Taxes/Surcharges:

$ 0.00Total SLA Rebate$ 0.00Total Rem Access

Previous Balance $ 0.00

Current Charges:

1PageUS 12 345 6789

GB 739958071

Customer VAT Registration

VAT Registration No.

NWBKGB2LBIC:

60-73-01Sort Code:GB61NWBK60730113031732IBAN:

9th Floor 5 Fleet Place

$ 1,572.18VAT 20%

$ 9,433.10Total Current Charges

$ 9,433.10Amount Due (USD)

Exchange Rate: 1.00 USD = 0.62551

1

5

6

7

8

9

10

11

2

3

4

1 Gtt invoice number & Address

2 Client name, Address

3 Remittance information for making payments

4 if applicable, exchange rates will be listed here

5 Gtt VAt no and Contact information

6 invoice date, due date, Client Account number

& VAt no

7 Previous Balance on account (excluding current charges)

8 summary of current charges listed by type of charge

9 summary of all applicable taxes/surcharges

10 total current charges on this invoice

11 total balance on account as of the date of this invoice

(including previous balance and current charges)


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Sample Invoice – detailed Charges

Invoice EU-PSINV-017029

Circuit IDOrder No. Cust. PO # A-End Z-End Details Service Period Amount

ZURICH, CH20120119-17096-18454 LONDON, UK NRC $ 1500.0003/10/2012GI/DIA FASTE/00295897ZURICH, CH20120119-17096-18454 LONDON, UK MRC $ 1135.4803/10/2012 - 03/31/2012GI/DIA FASTE/00295897ZURICH, CH20120119-17096-18454 LONDON, UK MRC $ 1600.0004/01/2012 - 04/30/2012GI/DIA FASTE/00295897ZURICH, CH20120119-17096-18454 LONDON, UK Burst Usage $ 2025.4404/01/2012 - 04/30/2012GI/DIA FASTE/00295897ZURICH, CH20120119-17096-18454 LONDON, UK MRC $ 1600.0005/01/2012 - 05/31/2012GI/DIA FASTE/00295897

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13 14 15 16 17 18

19 20

12 Invoice number – Gtt invoice number

13 order number – references your signed service order agreement

14 Circuit Id – your unique circuit identifier – please reference this id or the Gtt order number when inquiring about a specific service

15 Client Po # – your internal (Purchase Order) number Please provide this information to Gtt and we will ensure it appears on subsequent invoices

16 a end – originating service location

17 Z end – terminating service location

18 details – specific type of charge

19 Service Period – the time period for which you are being charged

20 amount – charges billed per service


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Sample Invoice – Burst detail (Included on monthly invoice when applicable)

Invoice EU-PSINV-017029Burst Detail

Commit (Mb)DetailsCust. PO #Order No. Circuit ID Rate Total Usage(Mb) Burst (Mb) Service Period Amount

$ 2025.4404/01/2012 - 04/30/2012Burst Usage20120119-17096-18454 GI/DIA FASTE/00295897 8.00 $ 200.00 453.18 253.18

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22

23

24 25

21 Commit (mb) – lists the monthly minimum commitment in Mbps per service

22 rate – lists the Mbps rate that will be charged for burst usage

23 total usage (mb) – lists total usage per service for the specified period in Mbps per service

24 Burst (mb) – lists the burst usage per service for the specified period in Mbps per service Calculation = (Total Usage [MB] – Commit [MB])

25 amount – lists the charges for burst usage Calculation = (Total Usage [MB] * Rate)


GTT Client Guide

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Gtt Client PoRtAl

overvIewThe GTT Client Portal is a proprietary system giving you round-the-clock access for:

• Monitoring your service performance

• simplifying quoting and ordering

• Real time reporting of port usage and network status

• opening and tracking trouble tickets

• Accessing your Account executive name and contact information

• Viewing current and past invoices and sending billing inquiries

Create a ClIent aCCountto create a client account, you need to request login credentials from your Account executive

aCCeSS ClIent PortalAfter you receive login credentials from your Account executive, you can login to the client portal through the company’s website: gtt.net.

login Here


GTT Client Guide

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ClIent Portal HomePaGeon the client portal homepage you can see your active services, Account executive name and network operations Center phone numbers

3

list of active Services

account executive name and contact information appears on every page

noC information appears on every page

vIew your Port uSaGe

3

4

To view

other port

usage

Click Services to open its dropdown menu, then click Port

usage to go to that screen


GTT Client Guide

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SCreen oF your Port uSaGe

3

Client can click on tag and include their own note to

identify the service

Specify the timeframe to view usage

The first usage chart shown corresponds with

the first service listed


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to requeSt quoteS For new ServICe

7

3 7

under quotes, click request a quote

Complete the submission form which is emailed to your account executive


GTT Client Guide

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to vIew new orderS or CHanGe orderS

3

under orders, click new orders or Change orders

dISConneCtS

Pending| Complete | Create new

3

under disconnects, click Pending

view of Pending disconnect Screen

3


GTT Client Guide

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tICketS

open |Closed | Create new | ticket report

3

under tickets, click list open

Screen of open tickets

3


GTT Client Guide

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lookInG GlaSS

to access the looking Glass tool

3

Click looking Glass


GTT Client Guide

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BIllInG

disputes | Current and Past Invoices | How to read your Invoices | Submit Billing Inquiry

this screen will list all current invoices and 6 months of past invoices

3

Click to view invoices

3

Click to submit a billing inquiry


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admIn

Set up your account | list Contacts | add Contact

set up your contact screen

3

under admin, click add Contact

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Client Guide - GTT - EtherVision - GTT · PDF filethank you for choosing Gtt as your network...

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