Operations guide
Knowledge Centre
In this guide:
Introduction
Performance objectives
Explore topics:
Welcome guide
Registration
Buildings | Ports
Connections | Cloud
IP Access | Data centres
Delivery | Bandwidth
APIs | Pricing
Resilience | Operations
Discover more:
Introduction
On Demand services build on standard Colt operational processes, with additional enhancements to ensure that customers benefit from a first class software defined network experience:
Note – the On Demand portal is not service impacting, and as such does not have an associated SLA for uptime.
Network faults & software faults
Colt has a high quality global fibre network that enables the provision of an annual target service availability. The target availability depends on the service option taken and the location of customer sites. The fault help desk is available 24 hours a day, seven days a week. Customers can report a fault at any time by contacting the Customer Service Centre and speaking to a representative in their local language.
Colt On Demand faults fall into two categories:
The Colt Technical Support teams provide 24-hour customer support, seven days a week. We are staffed with individuals ready to respond to all customer fault issues. Live services and the On Demand portal are also proactively monitored, including successful completion of On Demand provisioning requests. When an incident is proactively identified, a ticket is raised and the incident is resolved as quickly as possible.
Should you discover a problem, the instructions below may be of help prior to contacting us:
Initial support (placing an order, resolving a login issue)
During the announcement when asked for your Customer Access Number, enter: 112233
Option 1 - email the onboarding support team.
Option 2 – request a callback from the onboarding support team (using the same process as raising a ticket)
Local email and contact numbers can be found at www.colt.net/support. For both options, the Customer Access Number is required: 112233. The Colt technician answering your call may ask for 1) Portal Service ID (in the top right hand corner of the portal) & 2) your Colt Online user ID (e.g. JSmith)
Issues with provisioning requests (e.g. a request for a new connection is stuck)
Contact your local technical support team via a dedicated contact number. Details can be found at www.colt.net/support
• During the announcement when asked for your Customer Access Number, enter: 112233
• To the Colt technician answering your call provide: Portal Service ID & Request ID
The Portal Service ID can be found in the top right hand corner of the portal. The Request ID is a 6 digit number that can be found next to the specific request on the "Activity" page.
Please note that new service or service modification requests are usually completed within a few minutes. However, requests may occasionally take longer, depending on the action you have submitted and how busy the system is.
Experiencing a network issue with an active connection (e.g. service is down)
Raise a ticket on Colt Online against the Circuit Reference (e.g. LON/FRA/…) or the Service ID
Invoice and account queries
Our Customer Services team is your first point of contact for all types of non-technical enquiries. In case you require support, you should register your administrative, billing, invoicing, tariff or credit requests and queries with Customer Service, using www.colt.net/online.
If you have an account enquiry, raise a ticket on Colt Online against your Account Number (OCN), which is also known as the "Colt Customer Number".
Viewing tickets in the On Demand portal
Coming soon!
Colt Online
Colt Online an intuitive, user-friendly application and complements the On Demand portal experience.
Every Colt Online customer is provided with an administrator account for a defined user within their organisation. This administrator has full access to the available features for all their customer accounts and sub accounts, including:
* Not available in Switzerland due to data protection legislation
Service monitoring
The Colt network is proactively monitored and maintained by Colt. On Demand services are monitored, managed and maintained by Colt on an end-to-end basis.
Automated monitoring and notifications
On Demand services include an optional proactive notification service, which means that Colt proactively monitors the service and can notify customers of any service-affecting faults via e-mail or SMS. Proactive Fault Notification is a customer selectable service feature.
Note that performance reporting is not currently available for On Demand services.
Planned maintenance
When planned works are required, the customer will normally be notified in advance as per the following timeline:
10 days - Service-Affecting planned works
Typically, planned works occur after 20:00 GMT on weekdays. For emergency changes, Colt endeavours to give 72 hours’ notice; however, on some occasions, this is not viable and the work will be done in much shorter timescales with supporting justification and reason.
You will then be asked to add the demarcation details where you want the cross connect to terminate (i.e. the location of your equipment in the data centre). You will also need to upload an LOA, which grants Colt the authority to order the cross connect to your rack location.
*Note* this feature should be used where a customer wants to order a DC cross connect from Colt.
Performance objectives
Service Availability
The performance objectives of the service are included in the Service Level Agreement (SLA).
Service availability is defined in full in the SLA, which is a separate document and includes details of the rebates if the targets are not met.
Fault handling
Faults can be reported via the local telephone numbers which are shown in the Support section of the On Demand portal, 24 hours a day, 7 days a week. The period when the service was not available will be measured from the time such condition is reported by the customer and a trouble ticket is opened by Colt to the point when Colt resolves the trouble ticket and informs the customer that the service is available. The customer shall be deemed to have been informed of service availability if Colt has unsuccessfully tried to contact the customer.
Fault handling is defined in full in the Service Level Agreement (SLA).
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