Tm escalation matrix 2010 gsac update v1

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Tm escalation matrix 2010 gsac update v1

  1. 1. TELEKOM MALAYSIA FAULT REPORTING AND ESCALATION MATRIX Fault Reporting - All faults should be reported to the TM Wholesale Call Center (TMWCC) immediately. If possible, please provide the following information when lodge the report. The calling number is shown in Table A. • Your name, company and contact details • TM Circuit designation / Circuit ID of the faulty circuit • Symptoms of the fault • The time the fault was first observed • Any associated information that may assist with fault clearance TMW Center will records all information and issues a trouble ticket number to the customer. Please quote the trouble ticket number for further communication with TMW Center or fault escalation. Fault Handling TMWCC collects all alarms/events related to the fault and begin fault diagnosis. TMWCC co- ordinates the testing and repair work with related parities until the fault is cleared. Updating TMWCC updates to the customer/partner regularly on the fault resolution. Escalation Procedures If the fault cannot be cleared within the target period, the customer may escalate to a higher level of management as Table A Trouble Ticket Closure Once the fault has been fixed, TMWCC contacts the customer to confirm the fault has been cleared. TMWCC then closes the trouble ticket. Planned Maintenance Work (PMW) Any planned work activity that needs to carry out, partner shall notify TM at lease two week before the activity. All activities regards to PMW please contact PMW team as in Table B Confidential Page 1 of 6 01/08/2010
  2. 2. 1. CONTACT LIST & ESCALATION MATRIX: THE GENERIC TABLE TABLE A Contact List for Fault Reporting (Unavailability of Service) Fault Troubleshoot & Status Immediate: Open Ticket & Update TM Wholesale call center (24x7) (Open ticket & Update for IPLC* Only) Tel : +603 8318 2797; Fax : +603 8318 5687 Email : tmwcc@tm.com.my Escalation Matrix After 1 hour: 1st Level GSAC Shift Engineer/Leader (24x7) Tel : +60-3-2020 5566; Fax : +60-3-2020 1024 Email : inoc.data@tm.com.my After 2 hours: 2nd Level Manager Global Data/CNOC Mr. Desman Desa Menhat Tel : 603-2020 5566; Mobile : 6019-6992646; Fax: 603-2020 1024; Email: desman@tm.com.my After 3 hours: 3rd Level Asst. General Manager GSAC Mr. Hairul Nasir Yusof, Tel : 603-2020 5409; Mobile: 6013-336 4657; Fax : 603-2020 1017 Email: hairul@tm.com.my More than 4 hours: 4th Level General Manager SAC Mr. Mohamad Salleh, Yusof Tel : 603-8318 5867; Mobile: 6013-435 5885; Fax : 603-9318 3610 ; Email: msallehy@tm.com.my * IPLC –International Private Leased Circuit For escalation on Chronic Fault, RFO, Service Improvement Management and other Assurance matters, kindly contact the respective GSAC units. Contact details are given in the next pages. Confidential Page 2 of 6 01/08/2010
  3. 3. 2. CONTACT LIST & ESCALATION MATRIX for GSAC POR (Pacific Ocean Region) Role & Responsibilities: Lead, operate and control the service management and operation of high quality International Private Leased Circuits (IPLC) within Pacific Ocean Region with the main responsibilities below ; 2nd level support for IPLC restoration Single Point of Contact (SPOC) for Foreign Partners Outage report, circuit/carrier performance report Quality improvement plan Supported Region / Countries: POR 1 : Korea, Brunei (TelBru), Taiwan, Bangladesh, Singapore (Reach, SHB), Indonesia (PTTelkom, XL), Philipines , Hong Kong, New Zealand POR 2 : Japan, Vietnam, Brunei (DST), Singapore (Singtel, MCI, Flag), Indonesia (Indosat), Thailand, Australia, USA, China Chronic Fault, RFO and Service Improvement Management 1st Level Muhammad Latif Kamaruzzaman Amalina Rosmawati Abu Bakar Assistant Manager (POR 1) Assistant Manager (POR 2) Tel: +60-3-20205635 Tel: +60-3-20205195 Mobile: +60-013-3808843 Mobile: +60-13-3403116 Fax : +60-3-20201017 Fax : +60-3-20201017 Email :mlatifkn@tm.com.my Email :amek@tm.com.my 2nd Level Faiza Ismail Manager POR Tel : +60-3-20205245; Mobile: +60-13-342 7754; Fax : +60-3-20201017; Email : faiza@tm.com.my 3rd Level Hairul Nasir Yusof, Asst. General Manager GSAC Tel : 603-2020 5409; Mobile: 6013-336 4657; Fax : 603-2020 1017 Email: hairul@tm.com.my 4th Level Mohamad Salleh, Yusof General Manager SAC Tel : 603-8318 5867; Mobile: 6013-435 5885; Fax : 603-9318 3610 ; Email: msallehy@tm.com.my Confidential Page 3 of 6 01/08/2010
  4. 4. 3. CONTACT LIST & ESCALATION MATRIX for GSAC IOR (Indian Ocean Region) Role & Responsibilities: Lead, operate and control the service management and operation of high quality International Private Leased Circuits (IPLC) within Pacific Ocean Region with the main responsibilities below; 2nd level support for IPLC restoration Single Point of Contact (SPOC) for Foreign Partners Outage report, circuit/carrier performance report Quality improvement plan Supported Region / Countries: IOR 1: African region, Pakistan, Sri Lanka, Middle East Region, India, Myanmar and Europe Countries Chronic Fault, RFO and Service Improvement Management 1st Level Azizul bin Abdul Majid Assistant Manager (IOR 1) Tel : +60-3-20201059 Mobile: +60-19-3857600 Fax : +60-3-20201017 Email : azizul.majid@yahoo.com 2nd Level Borhan Samin Manager IOR Tel : +60-3-20205422; Mobile: +60-13-7701225; Fax : +60-3-20201017 Email : sborhan@tm.com.my 3rd Level Hairul Nasir Yusof, Asst. General Manager GSAC Tel : 603-2020 5409; Mobile: 6013-336 4657; Fax : 603-2020 1017 Email : hairul@tm.com.my 4th Level Mohamad Salleh, Yusof General Manager SAC Tel : 603-8318 5867; Mobile: 6013-435 5885; Fax : 603-9318 3610 Email : msallehy@tm.com.my Confidential Page 4 of 6 01/08/2010
  5. 5. 4. CONTACT LIST & ESCALATION MATRIX for GSAC TMRO (TM Regional Office) Role & Responsibilities: Provide and manage Service Assurance on International Bandwidth Services (IPLC On-Net, Transit & Off-net) • RFO (Reason For Outage) • Service Performance Issues & Quality Improvement (Intermittent, Errors etc) • Historical Fault / Alarms • Network Enquiry • Inter Carrier Relations Supported Region / Countries: All bandwidth services provided by TM Regional Sales Office TMHK TM Regional Office Hong Kong TMSG TM Regional Office Singapore TMUK TM Regional Office United Kingdom TMUS TM Regional Office United States TRANSIT Bandwidth services transiting Malaysian backhaul (End customers not in Malaysia) OFF-NET Bandwidth services not riding on TM network. Chronic Fault, RFO and Service Improvement Management 1st Level Ras Hezerie Abdul Malik Zakiah Ahmad Abdul Hadi Bin Mohamad Anuar Assistant Manager (TMHK) Assistant Manager (TMSG) Assistant Manager (TMUK/TMUS/ Tel : +60-3-20780208 Tel : +60-3-20206252 Transit) Mobile: +60-13-3322509 Mobile: +60-13-394 6252 Tel : +60-3-20201060 Fax : +60-3-20201017 Fax : +60-3-20201017 Mobile: +60-19-381 7600 Email : hezerie@tm.com.my Email : azakiah@tm.com.my Fax : +60-3-20201017 Email : hadi.anuar@tm.com.my 2nd Level Sahril Salleh Manager TMRO Tel : +60-3-20205436; Mobile: +60-13-336 1058; Fax : +60-3-20201017 Email : sahril@tm.com.my 3rd Level Hairul Nasir Yusof, Asst. General Manager GSAC Tel : 603-2020 5409; Mobile: 6013-336 4657; Fax : 603-2020 1017 Email : hairul@tm.com.my 4th Level Mohamad Salleh, Yusof General Manager SAC Tel : 603-8318 5867; Mobile: 6013-435 5885; Fax : 603-9318 3610 Email : msallehy@tm.com.my Confidential Page 5 of 6 01/08/2010
  6. 6. 5. CONTACT LIST for PLANNED MAINTENANCE WORK TABLE B Planned Maintenance Work Notification 1st Level Ms. Nur Hazirah Hashim Asst. Manager PMW Notification International Tel :+60-3-8318 3527 / 2670 E-mail : hazirah@tm.com.my 2nd Level Mr. Mohd Hafiz Jamil Manager PMW Tel :+60-3-8318 4016 E-mail : mhafiz@tm.com.my 6. CONTACT LIST SUBMARINE CABLE NOC Roles and responsibility: Manage and operate Submarine Network/Bandwidth and any related matter associated with International Submarine Cable System, including PMW, cable failure, restoration and performance related issue. International Submarine Cable NOC Immediate: Open Ticket & Update 1st Level INOC Shift Engineer/Leader (24x7) Tel : +60-3-83185511; Fax : +60-3-83185522 Email : inoctm@tm.com.my and iscnoc@tm.com.my Confidential Page 6 of 6 01/08/2010

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