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Escalation and Troubleshooting Document 1
Escalation and Troubleshooting Document 1
To help us understand the initial process and expectations when requesting support from our
last mile providers. This procedure is to be used as a guide, to ensure that the GSC knows the
steps that must be taken to efficiently escalate an incident to the relevant providers. It is
designed to increase customer satisfaction with resolving problems quickly and effectively. It is
not the intent of IS to run other peoples businesses but It has been recognized however, that
in many instances, when cases are logged to our last mile providers, the response times in
resolving problems/faults has not been efficient and timely. It is imperative that time is
managed closely.
ESCALATION
Whether or not, the incident reported is to be escalated, it is important that all
information/activities regarding the incident to be logged accordingly. If the unexpected
incident/problem is not rectified within a desired amount of time (dependant on customer
needs, or the severity of the shortcoming), then its advised to take initiative in escalating the
urgency of the case. Proper processes should be followed internally when doing escalations
To be able to track the progress of the technical faults and their resolution, please ensure that
you make a note of the full name of the person you speak to, time and the reference number
they may give you.
The problem should be of Severity Level I, II or III and should have been raised for longer than
prescribed for that severity level. (See below)
Severity Level I - Critical Business Impact - has complete loss of service or resources
Severity Level II - Major Business Impact - is experiencing significant or degraded loss of
service
Severity Level III - Minor Business Impact - has experienced a minor loss of service
ESCALATION PROCEDURES FOR LAST MILE PROVIDERS.
ICON TELESEC ESCALATION PROCEDURE
First Escalation - Icon Support Centre:
Email: support@icon.co.ke, cs@icon.co.ke
Phone: 020 5000613
Second Escalation - Icons Customer Service Department
Customer Service Manager
Email: julie.katibii@icon.co.ke,
Phone: 020 5000613, 0736 011725
Installations Mr. Fred Juma. Email: fred.juma@icon.co.ke
Maintenance Mr. Joash Simiyu. Email: joash.simiyi@icon.co.ke
Management
Mr. Francis Okinyo. Email: francis.okinyo@icon.co.ke
MD Mr. Nerry Achar. Email: nerry.achar@icon.co.ke
TELKOM KENYA
Kenstream online support 3232153 /2278/2431/2153 Toll free: 0800 2212004 new 230052
3232004 3232830
http://datasupport.telkom.co.ke/LSLogin.asp
Username: ds00072
Password: Ztech1
N/B: - password not to be changed unless everybody in GSC is informed
2hrs
Severity 1
Contact Center Manager
Customer Support
Services Manager
Service Account
Manager
Chief Technical Officer
Severity 2
Service Account
Manager
Contact Center Manager
Customer Support
Severity 3
4hrs
24hrs
Manager
Chief Technical Officer
Chief Operating Officer
48hrs
Contact Center
Manager
Customer
Support Services
Manager
Service Account
Manager
Chief Technical
Officer
Kindly note that automatic failover to TEAMS is configured incase we have an outage on our
primary link (SEACOM) the only service that wont work is MPLS VPN due to the nature of the
circuit.
MOMBASA OFFICE LINK TO NAIROBI VIA KDN & JAMII
MI-KE-NBO-PE1>sh int description | i mom
Gi0/3.489
up
up
mi-ke-mom-nbo-1 | | jamii_trunk_vlan_489
Gi0/3.2237
up
up
mi-ke-nbo-mom-2 | KDN Backhaul Link To NBO
Se5/2:0
admin down
down
mi-ke-nbo-mom-1 | mi-ke-mom-pe1 | Se5/2:0 | telkom fibre
to mombasa k17513
KDN Primary Link:
MI-KE-NBO-PE1>sh int Gi0/3.489
GigabitEthernet0/3.489 is up, line protocol is up
Hardware is MV64460 Internal MAC, address is 0026.9854.3419 (bia 0026.9854.3419)
Description: mi-ke-mom-nbo-1 | | jamii_trunk_vlan_489
Internet address is 168.209.161.102/31
MTU 1500 bytes, BW 100000 Kbit, DLY 100 usec,
reliability 255/255, txload 136/255, rxload 55/255
Encapsulation 802.1Q Virtual LAN, Vlan ID 489.
ARP type: ARPA, ARP Timeout 04:00:00
Last clearing of "show interface" counters never
MI-KE-NBO-PE1>ping 168.209.161.103
Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 168.209.161.103, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 12/12/16 ms
JTL Secondary Link:
MI-KE-NBO-PE1>sh int Gi0/3.2237
The same can be applied when troubleshooting customers connectivity to enable one to report
a problem accurately and in good time. As an example, below is a quick check on the
interfaces various customers and ping tests for connectivity.
MI-KE-NBO-PE1>sh int description | inc akuh
Gi0/2.252
up
up
akuh-ke-internet-access-mi
Gi0/3.254
up
up
akuh-hq-access-mi | mi-ke-nbo-asw2 | port 0/3 | vlan254
Gi0/3.258
up
up
akuh-hq-wan-nbo-access-mi
Gi0/3.702
up
up
akuh-jubilee-igo-nbo-access-mi | vlan 702
Gi0/3.703
up
up
akuh-eastleigh-access-mi | vlan 703
Gi0/3.1703
up
up
akuh-eastleigh-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2225
Gi0/3.1704
up
up
akuh-jubilee-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2230
Gi0/3.2219
up
up
akuh-eldoret-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2231
Gi0/3.2226
up
up
akuh-naivasha-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2226
Gi0/3.2227
up
up
akuh-nakuru-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2227
Gi0/3.2228
up
up
akuh-buruburu-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2228
Gi0/3.2229
up
up
akuh-rongai-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2229
Gi0/3.2230
up
up
akuh-jubilee-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2230
Gi0/3.2231
up
up
akuh-eldoret-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2231
Gi0/3.2260
up
up
akuh-thika-nbo-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan
2260
Gi0/3.2263
up
up
akuh-machakos--access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan
2263
Gi0/3.2291
up
up
akuh-ilri-nbo-access-mi | mi-ke-nbo-asw2 | Port F0/13 | vlan 2291
Gi0/3.2294
up
up
akuh-intlhouse-nbo-access-mi | vlan 2294
Gi0/3.2304
up
up
akuh-prestige-access-mi | mi-ke-nbo-asw2 | Port F0/1 | vlan2304
Gi0/3.2405
up
up
akuh-kiambu-nbo-access-mi | vlan 2405
To check on a particular AKUH interface, carry out the following
MI-KE-NBO-PE1>sh ip vrf interfaces | inc Gi0/3.2228
Gi0/3.2228
212.22.177.253 AKUH-KE
up
| inc kenyaairways
up
kenyaairways-nbo-ho-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2264
| inc kq
up
kq-internet-nbo-access-mi
up
up
dotcoza
dotcoza-nbo-uap-fiber-mi
dotcoza-nbo-cfc-mi | | K102672
dotcoza-nbo-aforbes-mi | | K102697
dotcoza-nbo-uap-mi | | K102799
up
1 carrier transitions
no alarm present
Timeslot(s) Used:15, subrate: 64Kb/s, transmit delay is 0 flags
MI-KE-NBO-PE1>ping vrf DOTCOZA-INFO 212.22.183.82
Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 212.22.183.82, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 48/49/52 ms
MI-KE-NBO-PE1>