# OPERATIONS GUIDE ### INTRODUCTION On Demand services build on standard Colt operational processes, with additional enhancements to ensure that customers benefit from a first class software defined network experience: * The network supporting On Demand services is proactively monitored by Colt’s network operations team. * On Demand network faults are supported via Colt’s existing carrier-class support model. * A local language help desk is available 24 hours a day, seven days a week and the ability to raise tickets digitally via Colt Online. * Customers can view tickets — that have been raised proactively by Colt, or reactively by the customer — directly via the On Demand portal. * Flex service bandwidths in line with demand – instantaneously or scheduled in advance with our bandwidth calendaring feature. * For software faults that impact On Demand services, tickets are routed to Colt’s Digital Service Desk for specialist support. {% hint style="info" %} Note – the On Demand portal is not service impacting, and as such does not have an associated SLA for uptime. {% endhint %} ### NETWORK FAULTS & SOFTWARE FAULTS Colt has a high quality global fibre network that enables the provision of an annual target service availability. The target availability depends on the service option taken and the location of customer sites. The fault help desk is available 24 hours a day, seven days a week. Customers can report a fault at any time by contacting the Customer Service Centre and speaking to a representative in their local language. Colt On Demand faults fall into two categories: * A software fault – an issue during service provisioning * A network fault - an issue with an existing live service The Colt **Technical Support** teams provide 24-hour customer support, seven days a week. We are staffed with individuals ready to respond to all customer fault issues. Live services and the On Demand portal are also proactively monitored, including successful completion of On Demand provisioning requests. When an incident is proactively identified, a ticket is raised and the incident is resolved as quickly as possible. Should you discover a problem, follow the relevant guidance below prior to contacting us. {% stepper %} {% step %} ### INITIAL SUPPORT (PLACING AN ORDER, RESOLVING A LOGIN ISSUE) During the announcement when asked for your Customer Access Number, enter: 112233 * Option: email the onboarding support team. * Option: request a callback from the onboarding support team (using the same process as raising a ticket). Local email and contact numbers can be found at [**www.colt.net/support.**](https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.colt.net%2Fsupport\&data=05%7C02%7CMichael.South%40colt.net%7Cea2427a5e84849bdb85c08dcf35471c6%7Cb859cf7eff8a40bbbd0fda56e6dc0eb8%7C1%7C0%7C638652791240263120%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C\&sdata=Hb%2FNTKm6amaXyDd1or%2B9r6tYnjtzph5l9SbvoWSnZAg%3D\&reserved=0) For both options, the Customer Access Number is required: **112233**. The Colt technician answering your call may ask for: 1. Portal Service ID (in the top right hand corner of the portal) 2. your Colt Online user ID (e.g. JSmith) {% endstep %} {% step %} ### ISSUES WITH PROVISIONING REQUESTS (E.G. A REQUEST FOR A NEW CONNECTION IS STUCK) Contact your local technical support team via a dedicated contact number. Details can be found at [www.colt.net/support](http://www.colt.net/support) * During the announcement when asked for your Customer Access Number, enter: **112233** * To the Colt technician answering your call provide: **Portal Service ID** & **Request ID** The Portal Service ID can be found in the top right hand corner of the portal. The Request ID is a 6 digit number that can be found next to the specific request on the "Activity" page. *Please note that new service or service modification requests are usually completed within a few minutes. However, requests may occasionally take longer, depending on the action you have submitted and how busy the system is.* {% endstep %} {% step %} ### EXPERIENCING A NETWORK ISSUE WITH AN ACTIVE CONNECTION (E.G. SERVICE IS DOWN) Raise a ticket on **Colt Online**: Raise the ticket against the Circuit Reference (e.g. LON/FRA/…) or the Service ID. {% endstep %} {% step %} ### INVOICE AND ACCOUNT QUERIES Our **Customer Services** team is your first point of contact for all types of non-technical enquiries. Register your administrative, billing, invoicing, tariff or credit requests and queries with Customer Service using: . If you have an account enquiry, raise a ticket on [**Colt Online**](https://prodidm.colt.net/nidp/saml2/sso?id=COL\&sid=3\&option=credential\&sid=3) Raise the ticket against your Account Number (OCN), which is also known as the "Colt Customer Number". {% endstep %} {% endstepper %} *** ### VIEWING TICKETS IN THE ON DEMAND PORTAL Trouble tickets can be raised in two ways: * Automatically, via Colt’s proactive fault notification feature * Manually, via steps 2 or 3 above Once a ticket has been raised, it can be viewed in the On Demand portal. Please note that it is not possible to raise tickets directly from the On Demand portal (they can only be viewed). To raise new trouble tickets, the process described in step 2 (provisioning issue) or step 3 (network issue) should be followed.
### COLT ONLINE Colt Online is an intuitive, user-friendly application and complements the On Demand portal experience. Every Colt Online customer is provided with an administrator account for a defined user within their organisation. This administrator has full access to the available features for all their customer accounts and sub accounts, including: * Search and view any bill from the previous six months in .pdf format\* * View the status of any order in the delivery process * View the status of any ticket (covering faults, enquiries, service requests) in real-time * Search and view all live services * View an account dashboard, summarising the four features above {% hint style="info" %} Not available in Switzerland due to data protection legislation {% endhint %} ### SERVICE MONITORING The Colt network is proactively monitored and maintained by Colt. On Demand services are monitored, managed and maintained by Colt on an end-to-end basis. ### AUTOMATED MONITORING AND NOTIFICATIONS On Demand services include an optional proactive notification service, which means that Colt proactively monitors the service and can notify customers of any service-affecting faults via e-mail or SMS. Proactive Fault Notification is activated by default for On Demand services. ### PLANNED MAINTENANCE When planned works are required, the customer will normally be notified in advance as per the following timeline: * 10 days - Service-Affecting planned works Typically, planned works occur after 20:00 GMT on weekdays. For emergency changes, Colt endeavours to give 72 hours’ notice; however, on some occasions, this is not viable and the work will be done in much shorter timescales with supporting justification and reason. You will then be asked to add the demarcation details where you want the cross connect to terminate (i.e. the location of your equipment in the data centre). You will also need to upload an LOA, which grants Colt the authority to order the cross connect to your rack location. ### PERFORMANCE OBJECTIVES #### SERVICE AVAILABILITY The performance objectives of the service are included in the Service Level Agreement (SLA). Service availability is defined in full in the SLA, which is a separate document and includes details of the rebates if the targets are not met. #### FAULT HANDLING Faults can be reported via the local telephone numbers which are shown in the Support section of the On Demand portal, 24 hours a day, 7 days a week. The period when the service was not available will be measured from the time such condition is reported by the customer and a trouble ticket is opened by Colt to the point when Colt resolves the trouble ticket and informs the customer that the service is available. The customer shall be deemed to have been informed of service availability if Colt has unsuccessfully tried to contact the customer. Fault handling is defined in full in the Service Level Agreement (SLA). ### DELETING ON DEMAND CONNECTIONS AND PORTS #### Deleting an On Demand connection Once the contract term associated with an On Demand circuit connection (Ethernet, Cloud, Internet) has expired, the connection can be deleted without penalty. * A circuit that was ordered with a 3/6/2/24/36-month contract term can be deleted once the contract term has expired * A circuit that was ordered with a 1-hour rolling/flex contract can be deleted at any time Circuits that are within the contract term can be deleted but will attract a penalty charge equal to the remaining circuit rental (e.g. 6 months remaining will attract a penalty equal to the rental charge for the remaining 6 month period). To delete a circuit, customers should select the connection and request the “delete connection” option. If there is an outstanding penalty charge, this will be then displayed, and the customer is asked to accept the request.
The request is then processed automatically. Once the request is completed (usually under 10 minutes), the activity log will show a “completed” status against the request.
#### Deleting an existing port (on-net\*) *\*For retail buildings in Asia, please refer to the off-net port section below* The process to delete an existing on-net On Demand Ethernet port is identical to the process to delete a circuit connection and can be requested immediately. Before a port can be deleted, the following criteria must be met: * All live circuit connections attached to the port must first be deleted * If the port has a data centre cross connect attached, the cross connect must also be deleted first. #### Deleting an existing port (off-net) *For retail buildings in Asia, the off-net process in this section applies* Offnet ports require a minimum notice period of 1 month. Customers are required to enter a requested cease date.
#### Deleting an existing port (hosted cloud) To delete a hosted cloud port, please ensure that the criteria specified by the cloud service provider partner: * For AWS Direct Connect, via the AWS Console delete the Virtual Interface and then delete the Direct Connect hosted connection before deleting the cloud port via the Colt On Demand portal * For Microsoft Azure ExpressRoute, delete the peering(s) associated with the ER service and then delete the cloud port via the Colt On Demand portal. Once the delete request has completed, the ExpressRoute service (the “ER circuit”) can be deleted via the Azure portal * For Equinix Fabric, it is recommended that the Fabric connection is deleted at the same time as the On Demand cloud port * For Google Cloud Partner Interconnect, it is recommended that the VLAN attachments are deleted at the same time as the On Demand cloud port * For Oracle Fast Connect, it is recommended that the Fast Connect Virtual Circuit is deleted at the same time as the On Demand cloud port #### Deleting an existing port (dedicated cloud) To delete a dedicated cloud port, the same principles described in the on-net port section above apply – the port only be deleted after all attached circuit connections are deleted first and penalty charges are applied if the dedicated cloud port is still in contract. Once the request to delete the dedicated cloud port is accepted, the data centre cross connect attached to the port will be ceased under the same workflow. *** ## QUESTIONS? WE'RE HERE TO HELP. Speak with one of our specialists today. We’re here to offer advice, provide further information and to answer any queries you may have. [Check your connectivity](https://www.colt.net/connect/) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.colt.net/on-demand/user-guides/operations-guide.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.