Customer Service

& Sales Operations

Professional Service
DE-CIX

Prepared and submitted by:

Etsuko Sato, Project Manager
Orange Restricted
Formal handover of Professional Service
Dear DE-CIX team,

Welcome to Orange and thank you for choosing Orange as your service provider.
This notice confirms that as of 15 Apr 2022 the Professional Service up to 600 Gbps is complete.

Thank you very much the actual lit capacity must be reported to Orange for regulatory purpose on a quarterly
basis on request. Together
Please note that from the completion date, the Customer Service Centre - International Wholesale (CSC-IW) is at
your service should you encounter any problems with this service. CSC IW contact information is provided in the
next section.

The Orange “Reference Identification” number for your new service to be used for any further communication with
Orange is: LD019342 or LD019343

This document includes information on:

Orange eCare, Incident and Trouble Reporting, Customer care Policy, Escalation process, Planned Work and
Maintenance, and any other useful information.

Stronger
Thank you for choosing Orange as your service provider,
Etsuko Sato

Orange Restricted
EN 02-2021
Orange eCare
for an easy management of your services
Orange eCare, your customer portal, is a single sign-on access and is included in your
offer.

It is accessible directly from https://www.wholesalesolutionsextranet.orange.com/

or via our corporate website https://internationalcarriers.orange.com/ .

Create your account today

to get the most out of our services

For the first time access, please, fill in our online subscription form here:
https://www.wholesalesolutionsextranet.orange-business.com/nuxeo/icme/public/register

Would you like to know more about our solutions? Click below:
https://internationalcarriers.orange.com/en/solutions.html

Orange Restricted
EN 02-2021
Handover technical details
Professional Service up to 600 Gbps

1) the IMDA wet/terrestrial capacity activation==> The professional

services include the reporting to IMDA as well as all necessary
document to enable the smooth activation.

2) The creation of 2 diverse paths with maximum lit capacity

600 GbpsLink

End A End B

1)Equinix Singapore LD019342

Causeway Mid Point
2)Global Switch LD019343

Orange Restricted
EN 02-2021
After sales support

Are you experiencing an issue?

Via Orange eCare The quality of Orange International Carriers services and your satisfaction is
by e-mail or by phone our top priority.

Our dedicated professional team will assist you until the restoration of the
service.

24/7/365 How can I contact the Customer Service?

availability You can reach our Customer Service via your dedicated space on Orange
eCare, by e-mail or by phone.

For an efficient incident management, please prepare your service reference

number (LD+6 characters) and provide a simple description of the issue.
In English
or French Our Customer Service Center International Wholesale (CSC IW)
is available 24/7/365.

Orange Restricted
EN 02-2021
After sales support

Severity level definition of the encountered issue

IPL Severity Matrix

The service issues are prioritized based on their severity

Priority 1 Interrupted service

Priority 2 Degraded service

Priority 3 No impacted service

Orange Restricted
EN 02-2021
 After sales support

To report the incident, please, prepare the following details

Do not forget to provide any supporting
regarding the impacted service:
element to illustrate the incident.
Name of the service: IPL
Orange service number (LD+6):
For a more efficient incident management,
1. When did the problem start (call date and time (UTC))? open a trouble ticket online via your space
2. Has the link ever worked? on Orange eCare:
3. Fault details:
 Cut Log in
 Degraded signal https://www.wholesalesolutionsextranet.orange.com/
4. Kind of alarm:
The trouble ticket #number is a unique identifier to ensure
an end-to-end management. You will be regularly notified
about the progress of your ticket by email until its
resolution.

Orange Restricted
EN 02-2021