C4L Customer Service Manual
Contents
1. Attendees E Joe Bloggs Card 68645650 Visitors None Submit Simply select the site required for access County Gates then select the dates you require the access from and to When you select the dates a popup appears as below allowing easy selection of the date Date From 2010 01 18 Date To January 2010 Purpose of Visit Attendees Visitors If you select a day such as the above the access would be applied from 00 00 until 23 59 on that day You also need to select the badges you wish to activate for this access request Once you have clicked submit you will be returned to the Access page where your new access should be showing If you see Denied anywhere please email our support team at support c4l co uk so we can rectify the problem and grant you access 4 1 1 How to use your badge We have a number of readers pin pads and biometric scanners which you need to use in order to successfully gain access to the centre You MUST have followed the procedures on requesting access otherwise your badge will not work 4 1 2 The car park On pulling up to the barriers of the car park you will see a post with an intercom on it as well as two silver readers Simply offer the badge up to the silver reader which is fixed to the intercom box not the one on the blue pole The barrier will then open and you are free to park in the visitor spaces on the right hand side of the car park next to the road 4 1 3 The back doo2. Escala tion to Incident Managers 15 Minutes Repeat every 15 minutes thereafter Fixed Update NOC and update customers NotFixed i Diagnosis and Remedial Action NotFixed Ensure update to Support Team for next NOC Post and customer Updates Resolution Incident Resolved NOC Resolved Status Incident Resolved NOC Resolved Status contact our Infrastructure Advisors for a free discussion on 08000 470 481 www C4L co uk Up to 24 Hours After Initial Log Initial RFO d and Create Issued to CS I Issue Customer 1 Facing RFO Follow Up Root Cause Analysis and Remedial Action Internal Major Incident re port Creation Customer Satisfaction Survey gt CAL Colocation e Connectivity Cloud e Communications RIA o Te LE k t 4 Ne J a 2 7 ri gt 2 e e e 5S SS 55555 f X a CCUA 27 2 2 gt lt 3 de ASA A LA a a AA NO a kot de de de t x A GAZ i A we us Jo gt K Got ya e 1 TS SES nS ann AS n gt m da s LL kol lib lb l es os an e s 2 is 10 Monitoring C4L use a variety of monitoring tools that give us both a way to react to alerts as well as enabl
3. Fast500 e C4L named finalists this year at the ISPA s in the Best Business Customer Service ISP e CAL listed in the Sunday Times Tech Track 100 CAL provides a comprehensive range of standard and premium services to fully cater for your colocation requirements 1 1 Data Centre Colocation Services CAL offers unparalleled choice of colocation services All levels of rack space are available at over 30 data centre locations These data centres are spread across the UK including Europe 1 2 Internet Connectivity Services CAL s IP Transit isn t limited to our colocation customers You can benefit from low IP Transit charges from any of our data centre locations across the UK and Europe Page 4 of 21 a If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 e 4 74 Colocation Connectivity Cloud e Communications www C4L co uk 1 3 Data Storage amp Backup Services C4L s unique storage and backup services allow you to replicate your vital information quickly securely and with minimal expense With a range of storage and backup solutions available you re sure to find the ideal solution for your business 1 4 Business Continuity Services But what about your physical equipment C4L offers 2 types of disaster recovery solution Firstly we offer Data Centre Disaster Recovery giving you a presence in a separate geo
4. Number of parcels e Size and content e Courier if known A unique Delivery ID will then be provided to the customer by email This Delivery ID number must be visible on each parcel delivered An example is here Delivery ID TKH 123 12345 Attn Support Services C4L County Gates House 300 Poole Road Westbourne BH12 1AZ Failure to display a valid Delivery ID number may result in goods not being accepted into County Gates House On receipt of a delivery the Support Team will email the customer to advise that the delivery has been received When collecting your parcel s you will need to go to the 7 floor and have your delivery ID number You will not be able to collect your parcel without your delivery ID C4L will hold your delivery free of charge for 7 days Any deliveries collected after 7 days may incur a storage charge as shown below 0 7 days free of charge 8 29 days 25 00 per day per parcel 30 days 75 00 per day per parcel 7 Visitors When arriving at County Gates House all visitor s need to report to the 7 floor where you will need to sign in You will greeted by a member of our Business Support Team who will contact the member of staff you are visiting Page 14 of 21 If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 e 4 74 Colocation a Connectivity e Cloud Communications
5. a support ticket reference number with which you can track your support issue Depending on the nature of your support ticket the following information will be required for the Support Team to effectively process your support ticket e Circuit reference number or co location location available from https customers c4l co uk e Timestamps e Duration of issue e Reporting information such as trace routes pings plots and MTRS e Number of times the fault has been experienced e Number of users and devices affected e Type of service affected 3 3 Reporting a Fault Customers are encouraged to submit faults using the support portal at https support c4l co uk Support tickets will then be handled as quickly as possible However should a fault require immediate assistance please follow up support tickets with a call to the following phone numbers e Office hours 444 0 1202 299799 option 3 e Out of hours 444 0 1202 299799 option 9 or 444 0 1202 232555 Page 7 of 21 a If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 e 4 gt Colocation a Connectivity e Cloud Communications www C4L co uk To contact C4L for emergency out of hours support C4L require that support tickets be followed up with a phone call Where internet access is not available but email access is available support requests from an email
6. capable fibre optic network This network is entirely Cisco based and links multiple data centres across the UK using a diverse fibre optic backbone and DWDM technology to provide very high performance Throughout our history C4L s goal has remained the same to provide exemplary reliability across all of our services ranging from colocation and connectivity to the newer cloud based services such as virtual private servers virtual data centres and elastic cloud computing C4L is now in its 13th trading year and our clients include government agencies FTSE 250 companies international financial institutions system integrators top 100 VARs resellers and many of the UK s network carriers Our entire business is committed to customer satisfaction and quality of service and we have achieved certifications such as 1509001 27001 to demonstrate this C4L was the 2012 winner of HSBC s South West Business Thinking initiative and has been ranked in the Deloitte Technology Fast 50 and Fast 500 EMEA as well as the Sunday Times Microsoft Tech Track 100 C4L s experience within the industry has led to the following accreditations e SO 27001 Quality Assured Accredited e SO 9001 Quality Assured Accredited e C4L winner of the South West region HSBC Business Thinking Initiative e CAL named the 12th Fastest Growing Technology company in the UK by Deloitte in the Fast50 e C4L named the 39th Fastest Growing Technology company in the EMEA by Deloitte the
7. https support c4l co uk this ticket must be raised from one of the authorised contacts on your Annex E form Once logged in you will see a menu on the left hand side select Access Reguests and you will see a screen similar to the one below customer Area Quick Gance Links Jos Bloggs 66645255 On request Porky Preti BU aane Detall Access Requests Previous Requests j _ PIN for Access hiii DO Date Ppor Viitory Attendee CGDUIS 18 Jan 2010 to 19 Jan 2050 deb Boggs 1050 The screen shows all the badges that are registered to you It also shows your previous current requests along with the PIN numbers required for access Should you need to request a new access code simply click New Access Request which is highlighted with a red circle above Simply fill in the details as below entering a reason for the access Page 9 of 21 If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 a 4 BD onnectivity Cloud WWW C4 L CO U k Colocation Connectivity Cl Communications How Access Request Please ensure that all visitors have either a driving licence or passport with them for photo ID Site County Gates Access will only be automatically arranged for sites where you have been approved for access Date From 2010 01 18 Date To 2010 01 19 Purpose of Visit To install new Equipment
8. C Delivery PAOCCOUNE riz TT 13 lucu 14 o USO Men digg uM RTT T 15 MA Or INCIOSAL PIOCOSS anar rro ar 16 O ODODE e a tk A an eke a ESSER a a ce a A san a ON ae a RT li a EPA kai at ke taka eh BA 17 11 Complaints Procedure vle e tt tt tet tt taa ate heme ehem eaae ana aaa nnns 18 nn o kt ak n t sa ROSAS 19 5 Data Centre idm E e a ken ka a es e aa n fl tip tt a ON e a kt e n e is aa 19 ana COM CUO NS e n trop tb tae apa ta et ak a pk it eta a a n cua tl SE e e A G YOY pa a bicis 19 DEC HONS a aie it ai at te lt ata tn n ti plas 21 Page 2 of 21 If you would like to build your digital infrastructure and change your business forever contact our Infrastructure Advisors for a free discussion on 08000 470 481 www C4L co uk Tunt JE a AAA el MEME ALE 1 What we do C4L enables you to significantly improve your Internet Infrastructure providing better facilities superior connectivity and exemplary support C4L isa leading data centre colocation and connectivity solutions provider we have access to over 100 UK data centres and more than 300 globally In these data centres we offer a range of services including colocation connectivity cloud and communications We have our own data centre located on the South West coast and operate a private high capacity 1 100Gb
9. C4L Customer Service Manual Author Customer Services Revision v1 0 Created 30 10 2014 Updated 30 10 2014 gt CIL Colocation s Connectivity Cloud e Communications Contents E IL WO P en ak a 4 1 1 Data Centre Colocation Say koboy op atik PPP ga ban a DPF e kign n et m tt AP e DA e di a Da ai F V bd 4 1 2 Internet Connectivity SON MI C kat el t kart kt r PIER at as PRO vip poko te ad A PO pa e se a do de od kk ir 4 L3 Data Storage amp Backup Se Cee a ad aa n ae en rd a pet a ea aie a RR 5 dw BUSING se COD UNE Y SON VICES as ai tata ki cd roda al n at a e an Rea HORIS aa dina 5 2 Authorised Contact S Eid acts sass 5 S SUPPO o II PU CE OT 7 3 1 Cust m r SUDBOFE POTC L ef aie sa ma tk aie ares adde ai a aduersa avidum HU nd dde ninas Fi Aa SUPPONE iii tait kaa at ak a is kai atik e E RO AI 7 352 EDOUARD PAQUI rr ar rare 7 Sir cuo D ZKT LNI 8 A RCCOSS ROC dre det dc ra kk a a eko a a w a Bat a e ko 9 A Ao 9 4 1 1 How to use your badge omiso te idiota n 10 2 A An 10 2 The Pack OOO A o e O ES OO SO EE E Ria e 10 4 1 4 If you do not hold a CAL security badge vacacional 11 4 2 All other EN ud dap a ee n do ke M 11 E e A 12 Aer Chane OCC SI CETT 12 1358 19 20 E RO 12 5 Network operation CODES nisus centeno rasa 12 G
10. account which is registered at can be forwarded to Should there be a requirement to escalate your support ticket you can request escalation within the support ticket or by calling the Support Team 4 Access Requests An access request can only be made by a person who has the permissions to do so as per your Annex E form You can request 2 types of access remote or physical If you are not on the access list then you will need to get a person who isa Tier 1 level to contact our Support Team to update the Annex E Your Annex E list must be kept up to date at all times especially if an employee leaves your organisation 4 1 Bournemouth DC Each and every member of staff in your organisation requiring access to the Data centre will require a CAL issued security badge On their your first visit we will issue this badge taking a photo of you to place on the card as well as capturing your biometric information so you can use our Anti Tailgating portal The badge s will be assigned to your customer account and will be permanently disabled until you request access Each time you request access a random PIN will be generated for access Pre requisites 1 A CAL issued security badge 2 Accessto the Internet 3 Your C4L username and password To request access please log onto the customer portal at https beta customers c4l co uk using your C4L username and password If you do not know this information please raise a support ticket at
11. en Please note that an access request will not exceed 7 days Most data centre s supply a ticket reference and or require a pin code for you to enter this will be supplied to you by our Support Team via the access ticket that you raised Access to all sites may be granted at least 24 hours in advance Emergency access can be arranged but this is at the discretion of the data centre Out of hours access requests must be made online and followed up with a call to the following phone number e Out of hours 44 0 1202 299799 option 9 or 444 0 01202 232 555 Page 11 of 21 If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 e 4 gt www C4L co uk 4 3 Photo identification Please note photo Identification will need to be produced when you arrive at the DC Both Bournemouth and other sites acceptable forms of Photo id are e Valid Passport e Valid UK or European Driving License Note Failure to produce valid photo ID will result in refused access to the DC 4 4 Permanent Access It is CAL s policy that we do not allow permanent access to a DC However if this is something you require then it can be discussed with your Account Manager and the Data Centre Manager on a case by case basis 4 5 Access Cards Access cards are not transferable and can only be used by the person that it was issued to Temporary acce
12. graphically diverse data centre with an interconnect to mirror your data And Business Disaster Recovery solutions allowing you to replicate your data to a secondary site We also offer Virtual Dedicated Servers VDS to replicate your office environment allowing you to continue your business uninhibited even in the event of a disaster We offer 100 uptime connectivity data security and reliability to give you the ultimate disaster recovery solution 2 Authorised Contacts Annex E C4L require all customers to complete an Annex E form This lists persons who are authorised contacts at your company each contact must be ranked as a Tier 1 Tier 2 or Tier 3 It is the responsibility of Tier 1 contacts that the list is up to date at all times We advise that you have at least two contacts at Tier 1 level e Tier 1 Individual may request access to customer service physically or remotely for themselves and others order Support Services on behalf of the customer e g Remote Hands cables etc and change the Authorisation List Suitable for the customers Project Managers and those detailed above e Tier 2 Individual may request access to customer service physically or remotely for themselves and others order Support Services on behalf of the customer e g Remote Hands cables etc Suitable for customers first line support and engineers e Tier 3 Individuals may request access for themselves only Suitable for the customers temporar
13. ing us to be pro active Our main tools are SolarWinds and Nagios These are used to alert the teams to any network events whether that is informational warning or critical and output to a number of devices including large screens within the NOC We operate Nagios on the below principles ON de E odo AAA AAA AAA do E Ro EEE E E TCP UDP ooo o ooa Database Server dais b Browser fines amp Switch Router E al TCP UDP ii EES ES Li Li Li P t At ke kek kk ko A kte LIEN UN Ng W W W O Application Server RRD RRD2graph or any other Database Display Tool 11 Complaints Procedure C4L s formal complaints policy is intended to ensure that all complaints are handled fairly consistently and wherever possible resolved to the customers satisfaction CAL defines a complaint as an expression of dissatisfaction with CAL or with a member of staff that relates to CAL and that requires a formal response You can download a copy of our complaints policy by visiting http www c4l co uk contact us under Customer Services Page 18 of 21 If you would like to build your digital infrastructure and change your business forever an contact our Infrastructure Advisors for a free discussion on 08000 470 481 e 4 gt www C4L co uk 12 Useful Contacts Sales team Tel 01202 299799 Option 1 salesteam 0WC4L co uk Su
14. pport Tel 01202 299799 Option 3 support C4L co uk Customer Services Tel 01202 299799 Option 5 customer services C4L co uk Marketing Tel 01202 299799 Option 4 marketing C4L co uk Finance Tel 01202 299799 Option 2 accounts C4L co uk billing C4L co uk HR J ob applications Tel 01202 299799 Option 6 apply C4L co uk 13 Data Centre Information Information for all our data centre locations can be found here http www c4l co uk resources data sheets 14 Terms and Conditions All terms and conditions for our services can be found by clicking on the following link http www c4l co uk resources terms and conditions Page 19 of 21 If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 a 4 T Cloud Communications www C4L co uk a d aM wm um TT 1 vi ma e 15 Map Directions J o y Y Branksome _ Ashley Rd T Rail d eo mummm The Ave Disclaimer The information that is contained in this document is the property of CONNEXIONSALONDON LTD The contents of the document must not be reproduced or disclosed wholly or in part or used for purposes other than that for which it is supplied without the prior written permission of CONNEXIONS4LONDON LTD Page 21 of 21 If you would like to build your digital inf
15. r On the back door we have installed a keypad entry system please follow the step by step instructions below Page 10 of 21 a If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 e 4 gt onnectivity Cloud www C4L co uk Colocation e C Communications 1 Offer your card up to the PIN Pad It will beep and a red LED will flash 2 Type in your PIN number carefully 3 wrong attempts will block the card 3 The door will open allowing you into the facility 4 1 4 If you do not hold a C4L security badge If you do not hold an access card then you will need to contact our Support Team at http support c4l co uk who will arrange to issue you with a temporary access card Note Please ensure that all temporary access cards are returned to the 7t Floor when leaving Failure to do so may result in a charge 4 2 All other sites To raise an access request you must raise a ticket with our support team either by sending an email to access c4l co uk or by logging on to our support site https support c4l co uk and submitting an access request If you submit an access request by email then please ensure that you include the following details e Your name e Company name e DC you wish to access e Your rack location e Date and time you require the access e Brief description of the work that will be undertak
16. rastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 e 4 74 Colocation Connectivity Cloud mun tions www C4L co uk
17. ss cards are the property of CAL and must not be taken off the premises If your access card is lost or stolen then you must contact the support team by calling 01202 299799 option 3 Note You must be aged 18 or over to be issued with an access card 5 Network operation Centre If you are experiencing a problem with your connectivity please check our Network Operations Centre available at http noc c4l co uk The NOC website is where all the latest network information is posted anything from problems to new features on the network The NOC website will be updated every 15 minutes in the instance of a connectivity issue We encourage customers to register an account with the NOC so that important updates are automatically emailed to the registered email address NOC accounts can be registered at the following address or by contacting the support team http noc c4l co uk subscribing to email alerts Page 12 of 21 Y If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 a 4 onnectivity Cloud a Communications www C4L co uk Colocation e C t 6 Delivery Procedure Customers must inform C4L of any impending deliveries and request a delivery ID number by emailing support c4l co uk with the following detail as a minimum e Anticipated date of delivery e
18. www C4L co uk 8 Customer Incident Process Contact CAL via https support c4l co uk or email support c4l co uk Customer Customer Start gt Internal Processes In Hours No Response Within SLA Contacts Contact C4L via telephone 01202 1 Support Team 2 Support Manager Dan Warren E i 299799 3 Operations Director Archie Maddocks 3 Page 15 of 1 If you would like to build your digital infrastructure and change your business forever Tha Call out of hours number after logging of Incident Out of Hours a KA A CAL Acknowledge Acceptance and obtain further information if contact our Infrastructure Advisors for a free discussion on 08000 470 481 www C4L co uk Access Remote Hands Network Incident DC Incident CAL resolve a a a a n n a a n a a a n a a n a a a aaa Systems Incident Escalate to DC Supplier E Request to Resolve a Colocation Connectivity Cloud s Communications 9 Major Incident Process Major Incident Process Up to 15 Minutes Major Incident Identified Support Team 49 u HP u pun 2 9 pum 4 72 Ss e Incident Customer Services Page 16 of 21 If you would like to build your digital infrastructure and change your business forever At 15 Minutes Initial diagnosis and fix workaround applied if possible Escalation to Relevant Infrastructure Team Initial NOC post
19. y staff Page 5 of 21 a If you would like to build your digital infrastructure and change your business forever Ta contact our Infrastructure Advisors for a free discussion on 08000 470 481 e 4 DJ Cloud Communications www C4L co uk 3 Support Services 3 1 Customer Support Portal The following online customer portal presents information related to the services that you have with CAL The portal enables you to view port traffic Statistics Burst charges network status and contact details https customers c4l co uk Login credentials can be found in the Connection Notice document which is issued to you at the same time as your handover document or you can email our support team at support c4l co uk and they will be happy to help 3 2 Technical Support Technical support is provided as part of your services with C4L You can request support by creating a support account at the following C4L support portal https support c4l co uk Once you have registered an account a confirmation email will be sent to the registered email address Support tickets can then be submitted using the online support portal or by calling the Support Team on 01202 299799 option 3 You can choose the category and severity of support and based on the service level agreement available on request your support ticket will be handled accordingly Once you have submitted a support ticket you will be provided
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