Service Delivery Escalation Process

We strive to provide a best in-class experience during the delivery of your service; however, we understand
there may be occasions when you wish to escalate a specific delivery issue.

The 5-level Service Delivery escalation process outlines the steps you should take to escalate an issue and
the process Colt will follow internally to address your concerns.

The process outlined below is valid only for orders between ‘Order Validation’ and ‘Order Completion’ (refer to
annex below).
• If ‘Order Validation’ notification has not been received, contact your Account Executive.
• After order completion, follow the Service Assurance escalation matrix.

Valid reasons for initiating an escalation are:

 The CPD/ICD has not been communicated >6 working days from receipt of the Order Validation
notification.

 The CPD has been missed, or it has been communicated to you that the CPD will be missed.

Important Note:

- ICD or ‘Indicative Completion Date’ is the date Colt estimates we will be able to hand over the service to the
customer. This is not a contractual date and can be changed if required. An ICD is set for most orders where
there is an off-net element – initially Colt provides an ICD to the customer and then confirms a CPD later.
- CPD or ‘Colt Promised Date’ is the date Colt promises the service will be handed over to the customer. The
CPD is set after the Colt Created Date (CCD) and assumes no delay from customer will interfere with the delivery
of the service.
- Requests to expedite a delivery will be subject to Fast Track fees

How to escalate a Service Delivery issue

1. To initiate an escalation please contact the Order Owner, in business hours, using the phone/email contact
details provided in your customer letter or Colt Online Order Management notifications.

2. The Escalation Recipient will acknowledge your escalation and agree a follow-up process with you.

3. The Escalation Owner will review concerns raised in your escalation and notify the next escalation level
of your submission.

4. In your follow-up communication, the Escalation Owner will:

- Agree a plan to address your concerns
- Provide a communication plan for the duration of the escalation.
-
5. We endeavour to resolve your escalation at Level 1. However if you choose to escalate to a higher
level, you must instruct your Escalation Owner to engage the next level. If the Escalation Owner is
bypassed, the escalation will be re-directed as per the correct escalation path which could result in
delays due to multi-party involvement

You should consider the following additional triggers for escalating beyond Level 1:
- Failure of escalation / and or communication plan
- Protracted resolution or multiple repeat delivery issues

Important Note:

Customer communication from Level 4 onwards will be in English language.

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 This escalation matrix applies to any services contracted within the country, regardless of delivery location.
Order Owners are allocated by Contracting Country, and therefore the escalation matrix also follows the same
model.

If project management service has been ordered to manage the transition of a project, an escalation related to
the services within the project will follow the project escalation matrix provided by the project manager during the
project kick-off meeting.
11 2 33 4
4 5
5
Level 1 -5 Service Delivery Escalation Contact Matrix
Roland Matter Manfred Roth
Austria OM Manager SD Manager

Suzi Vadahi Pascal Smet

Belgium OM Team Lead SD Manager

Idir Senoun Markus Schnellmann

Switzerland OM Manager SD Manager
Kuno Schlechter
Director Central
Peter Kok Rene van Weijdom Region & BE/NL
Netherlands OM Manager SD Manager

Horst Lotz Michael Kohl

Germany OM Manager SD Manager

Javier Castro
OM Manager
Escalation

Jaime Llinas
Spain Jose Luis Arija SD Manager
BAU

IM Manager*

Sophie Dubois-
Cessot
Pascal Michalik Sophie Dubois-Cessot
France
OM/IM Manager* Director
Director SD
Southern
Region
Order Owner
Robin
Davide Zorzetto Antonino Di Maio
Italy Assigned to OM Manager SD Manager Farnan
Order
Alexandre Carvalho
VP
Portugal SD Manager Service Delivery

Jean Weston
Ireland OM Team Lead
Oscar Duffy
Silvi O´Connor (OnNet) Senior Manager, SD
UK Lynne Boxall (OffNet) UK, IE & USA Richard
SD Team Leads Smallwood

Director SD
Denmark
UK, IE &
Gaetan Martens Nordics
Sweden SD Manager

Japan

Singapore
Kentaro
Yogendra Potdar Atsuko Mandai Terado
OM Manager SD Manager
Hong Kong Director SD Asia

South Korea

OM: Order Management SD: Service Delivery *IM: Implementation Manager (IP Products)
Click on contact name to obtain email address
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Escalation  The person accepting the escalation from our customers
Recipient
 Acts as the initial interface for escalations from our customers.

Escalation Owner Level 1 - 3: Order Management

 The owner throughout the life-cycle of the escalation and point of

interface with our customers

 Co-ordinates and drives progression of the escalation until resolution

(against the agreed communication plan).

 Activates a higher level of escalation (as appropriate) and provides

detailed explanation to our customers.

Level 4-5: Service Delivery Director & VP

 Will acknowledge and facilitate the escalation until resolution.

Escalation Level 1 - 3: Order Management

Executive
 The Escalation Executive role is to oversee any escalation providing
control and governance

 Reviews the request at the start of the escalation at Level 1 and

assigns an escalation owner.

 Monitors progression of the escalation against the communications

plan.

 Proactively engage higher level executives if the escalation is not

progressing according to the escalation plan

Level 4-5: Service Delivery Director & VP

 Escalation Executive role is to provide a peer to peer (Customer /

Colt) interface, providing senior authority for decisions and accountable for
ensuring that the escalation owner is executing the appropriate resolution
processes.

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Annex
Customer Letters /Colt Online Order Management Notifications

Service Delivery Letter

Click on ‘Customer
Service’ tab for Order
OM Portal Notification
Order Validation
Owner contact details

OM Portal Notification
Order Validation
OM Portal Notification
Order Validation

CPD

OM Portal Notification
CPD

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