Readiness support: EMEA handbook

The new URL for SavvisStation will be https://managedservices.colt.net and the new URL for Managed Support portal will be https://managedsupport.colt.net. These portals should be used to manage all hosting, IT, and cloud services. Select your service first by using the Service menu on the top-left of the portal.

To gain access to Managed Services portal, contact your master user or email [email protected] with your customer number, full name, and contact details.

Learn how to reset your Managed Services portal password

For help and guidance with Managed Services portal, use our knowledge base.

If you experience a portal outage or issue, use one of contact methods below:

• Phone: 44 800 496 5000 or +800 5336 3273, option 1, then 2 (24 hours)
• Email: [email protected] (Provide your customer number or billing account number, a description of the issue, and any supporting evidence (e.g., screenshots).)

Below are key contacts for your Colt account depending on your request:

• Sales or product migrations: account manager
• Account management and renewals: customer success manager
• Service design: sales engineer (SE)
• Configuration and quoting: sales support associate (SSA)
• Order creation: order entry (OE)
• Order delivery: customer care manager (CCM)
• Service activation: activations engineer (only for activated services)
• Repair support for your service: Service Desk
• Billing support for your service: Billing Desk

Colt also offers highly recommended Professional Services (outlined below) which can be purchased at any time during your contract. If you are interested, please reach out to your account manager or customer success manager.

• Service management for your account: client service partner (CSP)
• Dedicated operational support: technical operations manager (TOM)
• Dedicated service support (Windows, Linux, Backup, Storage): technical service engineer (TSE)
• Security support: security account manager (SAM)
• Monitoring solutions: client technology architect (CTA)

The key references for orders are your order number or service ID.

Colt has two distinct types of orders:

• New installs: New service(s) to be installed
• Modifications: An upgrade, downgrade or other billing-impacting change to an existing service

Outlined below are the key order journey stages related to your service delivery.

• Confirm: Colt will confirm your service delivery manager (SDM) and order any equipment required.
• Design: Colt reserves provisioning resources and finalises any design requirements.
• Build & Test: Colt completes the logical build and configuration of your service before testing thoroughly.
• Manage: Once your service is passing traffic, the delivery is marked complete. The service is ready for you to manage and will be supported by the Colt operations team moving forward.

The key references for repair and maintenance are your site ID or ticket ID.

Support tickets should be raised to report faults, incidents or outages. To raise a new repair ticket, please have your service ID to hand and use one of the methods below:

• Portal: Sign in to Managed Services portal. Click Support > Create.
• Phone: +44 800 496 5000 or +800 5336 3273, option 1, then 2 (24 hours)

To get an update on an existing support ticket, use one of the methods below:

• Portal: Sign in to Managed Services portal. Click Support > Tickets > Open Tickets.
• Phone: +44 800 496 5000 or +800 5336 3273, option 1, then 2 (24 hours)

To escalate an open support ticket, call the operations centre and quote your ticket reference number.

To receive notifications for Colt planned maintenance, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273, option 1, then 2 (24 hours)
• Email: [email protected] (Provide your customer number, full name, contact number, email, and whether you would like to subscribe for maintenance and/or ticket notifications.)
  

To notify Colt about your own planned maintenance in advance, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273, option 1, then 2 (24 hours)
• Email: [email protected] (Provide your customer number, full name, contact number, email, and whether you would like to subscribe for maintenance and/or ticket notifications.)

Important: In most cases, you will need your billing account number (BAN) or invoice account number.

Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries, and general bill-related questions. To raise a new billing request, have your service ID to hand and use one of the methods below:

• Portal: Learn how to create a billing request
• Phone: +44 800 496 5000 or +800 5336 3273, option 2, then 1 (08:00–17:00 GMT)
• Email: [email protected] (Reference your invoice number or billing account number.)
  
  

Note: You can dispute charges for multiple services on a single request but they must all roll up to the same BAN.

To get an update or escalate an existing billing ticket, use one of the methods below:

• Portal: Learn how to view the status of a billing request
• Phone: +44 800 496 5000 or +800 5336 3273, option 2, then 1 (08:00–17:00 GMT)
• Email: [email protected] (Reference your ticket ID.)
  
  

Note: If you wish to escalate an existing ticket, contact use using the phone number or email above.

To request a service credit, use one of the methods below:

• Portal: Sign in to Managed Services portal. Click Billing > Billing Requests. Then select Invoice Charge Dispute > SLA Outage.
• Phone: +44 800 496 5000 or +800 5336 3273, option 2, then 1 (08:00–17:00 GMT)
• Email: [email protected] (Provide the specified time period of the outage for review.)
  
  

Note: Our billing team will assess whether a credit can be sanctioned or not.

To change a service from one billing account to another, contact [email protected] providing the service ID and the associated billing account number you would like to service to be billed under.

To request a company name or invoice address change, contact [email protected] providing your company name or address, company registration number, and VAT number for both your existing entity and the new entity.

To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273, option 2, then 1 (08:00–17:00 GMT)
• Email: [email protected] (Provide your billing account number.)
  
  

Note: If you request this ‘pro forma’ invoice, it should not be processed for payment.  Please only make payment once you receive your official invoice document.

To request a statement of account, please use one of the methods below:

• Portal: Sign in to Managed Services portal. Click Billing > Billing Requests. Then, select Invoice Question > Statement of Account.
• Phone: +44 800 496 5000 or +800 5336 3273, option 2, then 2 (08:00–17:00 GMT)
• Email: [email protected] (Provide your billing account number.)

Please send payment remittances to [email protected] along with the name of your business, customer number, payment date, currency, amount, our account reference and the invoice number (including any credit notes if applicable).

To raise a payment query, call +44 800 496 5000 or +800 5336 3273, option 2, then 1 (08:00–17:00 GMT)

Note: Provide your billing account number and invoice number (if applicable).

There are two different types of renewals with Colt:

• Service renewal: Single or multiple services renewed separately under different agreements
• Customer renewal: All your services renewed together under a master service agreement (MSA)
  
  

To discuss your renewal options, please contact your account manager.

Note: We encourage you to contact us as early as possible to discuss your renewal so we can provide you with the most competitive offer prior to your service(s) term end date.

If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid a price increases.

• Control Center is the portal used to manage most voice and collaboration services except for Voice Complete and voice over IP (VoIP) services.

To gain access to Control Center or Voice Feature Management, contact your account manager or email [email protected] with your customer number, full name, and contact details.

If you are a new customer, contact your Colt representative.

• Learn how to retrieve your Control Center username or password.
• To reset your password for Voice Feature Management, email [email protected].

• Learn more about using Control Center

Portal support tickets should be raised if you have Control Center or Voice Feature Management portal issues, outages, or require additional access to your profile. To raise a portal support ticket, use one of the methods below:

• Portal:
  
  • Creating a portal support ticket
  • Viewing the status of a portal support ticket
  • Viewing the details of a portal support ticket
  • Updating information in a portal support ticket
  • Escalating a portal support ticket
  • Closing a portal support ticket
     
• Phone: +44 800 496 5000, option 5
  
  
• Email: [email protected] (Provide your customer number, billing account number, or enterprise ID, along with a description of the issue and any supporting evidence (e.g., screenshots).)
  • To open a ticket, you will need to provide either your customer number, billing account number (BAN) or enterprise ID; along with a description of the issue and any supporting evidence (e.g., screenshots).
  • To get information on the status, or request an update on an existing ticket, you will need to provide your 8-digit portal support ticket reference number.

Below are standard contacts for every Colt account depending on your request:

• Sales or product migrations: account manager
• Account management and renewals: customer success managerl
• Service design: sales engineer (SE)
• Configuration and quoting: sales support associate (SSA)
• Order creation: Order Entry (OE)
  
• Order delivery: customer care manager (CCM)
• Service activation: activations engineer (only for activated services)
  
• Repair support for your service: Service Desk
• Billing support for your service: Billing Desk
  
  

Colt also offers highly recommended professional services (outlined below) which can be purchased at any time during your contract. If you are interested, please reach out to your account manager or customer success manager.

The key references for orders are your order number or service ID.

Colt has two distinct types of orders:

• New installs: New service(s) to be installed
• Modifications: An upgrade, downgrade or other billing-impacting change to an existing service

Learn more about our order intervals

• On-net refers to services delivered by Colt without third-party supplier involvement.
• Off-net refers to the involvement of a local, third-party supplier to deliver the last mile of service.

To help you prepare for your new installation or modification order, visit our Readiness site. Outlined below are the key order journey stages related to your service delivery:

• Confirm: Colt gather technical information from your primary order contact to enable timely, accurate delivery. Get prepared by taking a look at our local contacts guideline and site preparation guide.
• Design: Colt reserves network resources, finalises your configuration requirements and conducts a site survey if necessary before confirming your delivery date.
• Build & Test: Colt completes the logical build and configuration of your service before testing thoroughly.
• Activate: If you ordered plug and play services, you must connect your equipment to the Colt demarcation and self-activate using our self-activation guide. If you have activated services, then Colt will schedule activation slots directly with you. Billing then begins three days after the service commencement date. View our billing commencement policy.
• Manage: Once your service is passing traffic, the delivery is marked complete. The service is ready for you to manage and will be supported by the Colt operations team moving forward.

The key references for repair and maintenance are your service ID, circuit ID, or ticket ID.

Colt has two distinct types of tickets:

• Repair ticket: Used to report faults, incidents or outages on a service
• Change request (MACD): Used to make a non-billing impacting change to an existing service
• Colocation request: used for site access, badging, and field technical service (FTS) requests
   

Note: The tickets above are managed by the Colt Operations team in EMEA.

Ticket resolution times will vary depending on complexity of the issue and may be dependent on third party supplier actions.

• Out-of-service (P1) repair tickets aim to be responded to within an hour.
• Impaired service (P2) repair tickets aim to be responded to within four hours.

Repair tickets should be raised to report faults, incidents or outages. To raise a new repair ticket, please have your service ID to hand and use one of the methods below:

• Portal: Learn how to create a repair ticket.
• Phone: +44 800 496 5000, option 1, then 1, then 1 (24 hours)

To get an update on an existing ticket, use one of the methods below:

• Portal: Learn how to view the status of a repair ticket.
• Phone: +44 800 496 5000, option 1, then 1, then 2 (24 hours)

To escalate an open ticket, use one of the methods below:

• Portal: Learn how to escalate a repair ticket.
• Phone: +44 800 496 5000, option 1, then 1, then 3 (24 hours)
  
  

Note: Escalations can be raised once per hour, a maximum of five times.

Upon ticket closure, we will provide a short summary of the RFO. To request a formal RFO, please have your closed ticket ID to hand and use one of the methods below:

• Portal: Learn how to request a reason for outage report.
• Phone: +44 800 496 5000, option 1, then 1, then 1 (24 hours)
  
  

Note: RFOs can only be requested for closed ticket and can take up to five business days to provide.

Change requests are non-billing impacting adds, changes or removes / deletes to existing services. To raise a change request, use one of the following methods:

• Portal: Sign in to Control Center. Click Services. Click Change Requests (in the Change Requests box). Click New Change Request > Voice Complete.
• Phone: +44 800 496 5000, option 1, then 1, then 1 (24 hours)
  
  

For changes which impact your bill, please contact your account manager.

To receive notifications for Colt planned maintenance, use one of the methods below:

• Portal: Sign in to Control Center.
  • Control Center system administrators can create notification settings for other users: Click Admin, then click Notification Management. Click Add New Setting.
  • Control Center users can create notification settings for themselves: Click your username, then click Notifications. Click Add New Setting.
    
• Email: [email protected] (Provide your customer number, full name, contact number, email and whether you would like to subscribe for maintenance and/or ticket notifications.)
  

To notify Colt about your own planned maintenance in advance, use one of the methods below:

• Phone: +44 800 496 5000, option 4 (09:00–17:00 GMT)
• Email: [email protected] (Provide the service ID or circuit ID(s) affected and the date and time of your planned maintenance.)

Important: In most cases, you will need your billing account number (BAN) or Invoice account number.

Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries and general bill related questions. To raise a new billing request, please have your service ID to hand and use one of the methods below:

• Portal: Learn how to create a billing request
• Phone: +44 800 496 5000, option 2, then 1 (08:00–17:00 GMT)
• Email: [email protected] (Reference your invoice number or billing account number.)
  
  

Note: You can dispute charges for multiple services on a single request but they must all roll up to the same BAN.

To get an update or escalate an existing billing ticket, use one of the methods below:

• Portal: Learn how to view the status of a billing request.
• Phone: +44 800 496 5000, option 2, then 1 (08:00–17:00 GMT)
• Email: [email protected] (Reference your ticket ID.)
  
  

Note: If you wish to escalate an existing ticket, contact use using the phone number or email above.

To request a service credit, use one of the methods below:

• Portal: Sign in to Control Center. Click Billing, then click Billing Requests. Select Invoice Charge Dispute > SLA Outage.
• Phone: +44 800 496 5000, option 2, then 1 (08:00–17:00 GMT)
• Email: [email protected] (Provide the specified time period of the outage for review.)
  
  

Note: Our billing team will assess whether a credit can be sanctioned or not.

To change a service from one billing account to another, contact [email protected] providing the service ID and the associated billing account number you want the service to be billed under.

To request a company name or invoice address change, contact [email protected] providing your company name or address, company registration number, and VAT number for both your existing entity and the new entity.

To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:

• Phone: +44 800 496 5000, option 2, then 1 (08:00–17:00 GMT)
• Email: [email protected] (Provide your billing account number.)
  
  

Note: If you request this ‘pro forma’ invoice, it should not be processed for payment.  Please only make payment once you receive your official invoice document.

To request a statement of account, please use one of the methods below:

• Portal: Sign in to Control Center. Click Billing, then click Billing Requests. Select Invoice Question > Statement of Account.
• Phone: +44 800 496 5000, option 2, then 2 (08:00–17:00 GMT)
• Email: [email protected] (Provide your billing account number.)

Please send payment remittances to [email protected] along with the name of your business, customer number, payment date, currency, amount, our account reference and the invoice number (including any credit notes if applicable).

To raise a payment query, please call +44 800 496 5000, option 2, then 1 (08:00–17:00 GMT)
 

Note: Provide your billing account number and invoice number (if applicable).

There are two different types of renewals with Colt:

• Service renewal: Single or multiple services renewed separately under different agreements
• Customer renewal: All your services renewed together under a master service agreement (MSA)
  
  

To discuss your renewal options, please contact your account manager or customer success manager.

Note: We encourage you to contact us as early as possible to discuss your renewal so we can provide you with the most competitive offer prior to your service(s) term end date.

If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid price increases.

Disconnects can only be raised for out of term services and take up to 30 business days from the submission date to be completed. If you decide to disconnect or terminate a service during the contractual term, an early termination charge will be applied. To raise a disconnect:

• Contact your account manager or customer success manager or,
  
• Portal: Sign in to Contol Center. Click Services. Click Disconnect Request (in the Change Requests box). Click New Disconnect Request.
  
  

Note: If any of the services you wish to disconnect are associated to other existing Colt services, please contact your account manager first to avoid incidents or outages.

To check the status of your disconnect, sign in to Control Center. Click Services. Click View (in the Order Status box). Click the order ID for your disconnect request.