Customer registration & account administration
On Demand onboarding support
Customers who need additional support after their On Demand account has been created can contact the On Demand onboarding support team. The team are there to help customers when they log in to On Demand for the first time or need assistance when placing initial port or circuit connection orders.
The On Demand onboarding support team can be contacted via the standard support channels:
Option 1 – email the onboarding support team
Option 2 – request a callback from the onboarding support team (using the same process as raising a standard Colt ticket)
Email and contact numbers depend on which country a customer is based, and can be found at www.colt.net/support
For both options, the following Customer Access Number should be quoted: 112233
When the Colt support team answers your call, please quote the Portal Service ID (and user ID if required, e.g. JSmith) which can be found at the top of the main portal page.
On Demand account structure
On Demand accounts are assigned a legal contract country, which is directly linked to the customer’s account number. The contract country acts as the location for legal and administrative purposes.
On Demand accounts have access to all locations globally – for example, a customer located in Japan can request On Demand services in countries in Asia, Europe or North America.
Customers can request multiple On Demand accounts if required. For example, a large multinational enterprise can request separate On Demand accounts for each individual country that they operate in.
On Demand accounts are assigned a single currency. All On Demand service pricing and invoices are based on this currency. Customers that require multi-currency support need to create multiple On Demand accounts, i.e. one account per invoice currency.
The following currencies are supported : EUR (Euro), GBP (British Pound), JPY (Japanese Yen), SEK (Swedish Krona), CHF (Swiss Franc), HKD (Hong Kong Dollar), SGD (Singapore Dollar), USD (US Dollar), DKK (Danish Krone)
On Demand customer roles
Customers can allocate one or more user logins against their On Demand account. Colt Online user IDs are used for On Demand logins. Each user is assigned a role. There are four user roles, which are summarised in the below table.
|Full (“admin”)||Ability to create, delete, update all portal functions. Ability to change customer spend limit|
|Primary||Same permission as Full role, but not able to change the spend limit|
|Flex||User is able to modify the parameters of existing service such as bandwidth and VLAN configuration, but is not able to create or delete any services.|
|Read only||Read-only access to the portal to view ports, connections, locations etc. No permission to change any parameters or make any configuration changes.|
Customers can set an optional monthly spend limit, which applies to ALL logins assigned to the On Demand account. Once the spend limit is reached, customers will not be able to make any further transactions until the beginning of the next month. Existing On Demand ports or circuit connections are not impacted by changes to the spend limit.
Requesting additional On Demand user logins
On Demand user logins are created during initial registration. Once the registration process is complete, customers can request additional user logins by creating a new Colt Online user and adding one of the four On Demand roles described above to the Colt Online user profile.
The process to create a new Colt Online user is a 5 step process, and is described here : Create a new Colt Online user . (On Demand user roles are added under step 5).
The process needs to be initiated by an existing Colt Online user linked to the customer OCN that is used to the On Demand account. The request then needs to be approved by one of the admin users assigned to that OCN.
The above process can also be used to assign On Demand roles to existing Colt Online users.
IMPORTANT - customers should only select a single On Demand role. Multiple roles cannot be supported for a single Colt Online user. Colt Online users can only be linked to a single OCN used for an On Demand account. In the event that a Colt Online user is linked to multiple OCNs that are used for active On Demand accounts then the On Demand portal login will fail for this user.
Local language support
The On Demand portal supports multiple languages – English, German, Spanish, French, Italian and Japanese. The portal language can be changed at any time, by selecting the globe icon in the top right hand corner of the screen.
The On Demand demonstration environment allows customers to become familiar with the Colt On Demand platform, without placing real orders or generating any actual charges.
The demonstration portal provides a safe environment which imitates the features and functionality of the On Demand production portal. However, the demonstration portal is not linked to a billing account so customers are not charged for any of the services requested.
Demo accounts are provided via the Colt Sales team.
Please note that the demo pricing does not always reflect the real prices for ports and circuit connections.