Customer Handbook
Sales Director (SD)
The Sales Director’s role is to act as the interface between the commercial and technical functions of both parties to formulate a strategy for deploying the best commercial and technical terms for the proposed project.
The Sales Director regularly interacts with executives, main customers, and/or providers. These interactions often involve negotiations or attempts to influence senior leaders regarding issues of importance to the organization. The Sales Director exhibits the ability to influence the mindset of others or gain their acceptance in sensitive situations.
Account Manager (AM)
The AM is responsible for offering the best solutions for your company’s needs and will be your general point of contact with Cirion’s sales. Your AM is responsible for understanding your needs, collecting, and confirming your specifications and requirements (necessary elements to submit an order). They will also work with you on quotes and orders for new and additional Cirion services, as well as assist in the entire account setup process. All of our customers have a designated AM.
Sales Engineer (SE)
The product specialist, called Sales Engineer (SE), will work with you to identify technical options and define the technical requirements to implement your services. They are responsible for understanding your current network, key locations, potential needs and proposing viable and reliable technical solutions. With technical capabilities and a thorough understanding of the services Cirion offers, your SE manages the technical and engineering aspects of the service during the evaluation of your needs and the presentation of the offering. There is a designated SE for each customer and product area: Data, Data Center, and Voice.
Customer Care Manager (CCM)
The CCM is your contact throughout the entire lifecycle of your request, managing from the placement of the technical order to the activation of your first invoice.
Ultimately, the CCM “owns” the information of your entire experience with us. They act as a point of contact, proactively managing your service to guarantee the highest levels of satisfaction and the fulfillment of your expectations, while, at the same time, communicating with you regularly to keep you informed of requests, highlights, and updates of the project.
Billing Customer Care (BCC)
Is responsible for receiving all requests related to billing and investigating them on your behalf. The BCC is also responsible for resolving disputes and emitting the corresponding credits when necessary.
Service Assurance (TSC)
Team responsible for the operation of the customers’ services. They receive requests for repairs through the phone numbers listed in the section Main Contacts and focus on solving issues in our customers’ networks.
The implementation, or Delivery, process is comprised of four main stages:
- This is the project’s planning stage. The CCM is assigned.
- This is the technical design stage. It is where the Circuit Designer role is included.
- This is the service’s physical implementation stage. Usually, this stage involves strong coordination with your on-site contact.
- In this stage, your service is activated and tested. Your CCM will schedule a window to complete configuration.
Cirion Delivery Touchpoints
TP
Order Details Confirmation
• Acknowledgement of order receipt and validation of
its information.
• Introduction and contact details of your Customer
Care Manager, who will manage your Delivery and
will be your point of contact for doubts or issues
throughout the process.
• Defines the next milestones and expected
Touchpoints.
TP
Request for Order’s Technical Details
• The Circuit Designer will get in touch with you in
case the technical details aren’t enough to complete
your Service Order.
TP
Expected Date for Service Delivery
• Information about the expected date for your
Service Delivery, which is when it will be activated,
and billing will begin.
• Definition of the next milestones and expected
Touchpoints.
TP
Service Installation Reminder
• We will make sure your site meets the requirements
before the installation of Cirion’s service.
• Definition of the next milestones and expected
Touchpoints.
TP
Activation Planning
• We will inform you when your Service has been
successfully installed and is ready for activation, for
which a date and time should be scheduled.
• Definition of the next milestones and expected
Touchpoints.
TP
Connectivity Notice
• Cirion will confirm when your service is ready to be
delivered, at which time billing will begin.
You may check the status of your order at any time by contacting your Customer Care Manager (CCM) or visiting Cirion’s Customer Portal.
Cirion’s Customer Portal is our online account management system that allows you to manage your services 24 hours a day, seven days a week. It is a tool that our customers can use daily. Through safe access points, the Portal provides a direct communications line from virtually anywhere in the world.
With the objective of simplifying and streamlining our customers’ experience, the Portal counts on an updated and easy-to-use design to help you control and manage all of your services from Cirion throughout the request, implementation and post-implementation phases. The main page of the dashboard centralizes all of the Portal’s information and its functionalities for quick and easy access anytime.
Some of the benefits and advantages you will find while using the portal are:
- Multilingual: the portal is available in Spanish, English and Portuguese.
- User management: you will have total control of managing your own users, to perform different functions such as reporting and tracking incidents, placing requests and orders, checking billing details, etc.
- Ticket management: you will be able to manage tickets from the portal to report incidents or place requests or orders regarding services, from their creation to their solution.
- Reports: you will be able to access the different reports Cirion sends out about usage and performance of the hired services.
- Billing: month by month, you will be able to access the billing of your services, where you will see detailed information of the total amount due. You will be able to create new disputes/inquiries or view active disputes/inquiries through the Portal. Furthermore, you’ll be able to request changes to your billing information.
- Tools: the portal allows you to access Helix and DEC portals, without the need for a new login. This makes it easier to access all your information in one place.
- Virtual Assistant: Vicky will be available 24×7 to solve your requests and inquiries quickly and efficiently. You can consult your Account Manager from Vicky.
- Quick Guide: the portal has an Onboarding section to guide you through conducting business with Cirion – from the request of a quote to the resolution of a billing issue – and to show you what you can do to help processes be as quick and efficient as possible.
- Help Center: here, you will find Handbooks and Appendixes created for guidance on our support structure.
In the Portal, you will also have the chance to Request a Service Disconnection on the Account Services section. For additional information, access the Quick Guides section and select the How to Request a Service Disconnection document.
How to Access the Customer Portal:
- You can access the new portal through the following web address: Cirion’s Customer Portal
- To register as a new user, click on New User? Register! and complete the form.
- If you forgot your login information, please access the portal and click on the Forgot your password? button. Your email will be validated, and a new password will be sent automatically.
- If you are, or were, an active user of the Portal, please enter the same email and password information you normally used for access.
Remember that once you obtain the access you can access the User Manual, where you will find all the instructions necessary to operate within the Portal.
Navigation
Using the side menu, you can access:
- Main: offers an overview of the portal’s recent activity, latest tickets created, user sessions, quick access. Naturally, the information exhibited depends on the assigned roles.
- Users: you will have full management of users, create new users, edit existing customer features and/or remove users.
- Tickets: allows monitoring of the different orders or incidents reported about your services. Your tickets can be generated in the portal or by phone, including an online follow up.
- Billing: contains billing related to the services hired.
- Tools: this option offers access to the different tools users can obtain, according to their permits. Tools are grouped by features, including a section for Reports (Data Center and Security), which was previously accessed through the main menu.
- Help Center: contains useful user guides explaining certain processes used by the company. View the “?” button.
- Orders: this module allows you to monitor the status of your Orders.
With the acquisition, renewal, or extension of a service, you will be handed a Service Request Form that includes a section for you to assign the portal User Administrator. This user has certain benefits that other users don’t have and are related to the administration (creation, modification, and removal) of other users with different permits according to their needs.
In the main page of the Customer Portal you can view options for a better navigation. This module also offers a detailed view of the actions you wish to perform.
Monitor or create a Ticket
To monitor or create a new ticket, go to the “Tickets” module. In this section you can monitor tickets created, or create a new one by clicking on “Create new ticket” and filling out the fields related to the service.
*For more information on how to use the Portal for this or other functionality, please use the Customer Manual which you can find in the Help Center.
If you are unable to access the Portal due to unavailability or outage you can open a Ticket by calling the TSC group to inform them of the issue.
If you have any questions or suggestions related to this online tool, please contact your Cirion Service Manager, or send an email to the following emails, according to your location.
We appreciate your feedback!
- Argentina: sharedcmarg@ciriontechnologies.com
- Colombia: sharedsmcol@ciriontechnologies.com
- Ecuador: sharedsmecu@ciriontechnologies.com
- Venezuela: sharedsmven@ciriontechnologies.com
- Northern Cluster: DL-SM-NORTE@ciriontechnologies.com
Reason for outage information (RFO)
Cirion explains the reason for an outage (RFO) at the closure of every ticket where the root cause is known. Verbal RFOs are available immediately and provide a brief summary explaining the cause uncovered during troubleshooting.
RFOs will be available for customer inquiries directly on our Portal. For more details, please refer to the Help Center module in the Quick Quide – Cirion Service Assurance to have the step by step and download the document.
Check my invoice
When accessing the billing module, a dashboard with an overview of invoices for the past 6 months is exhibited, in card format to simplify visualization. You can also download your invoice information and request disputes/inquiries related to your invoices.
Billing Customer Care Team
The Billing Customer Care team is responsible for solving any billing request or issue our customers may have.
You may get in touch with them through our Customer Portal.
Country
Argentina/ Brazil/Chile/ Colombia/Ecuador Peru/Venezuela/United States/ Mexico/Panama/ Costa Rica
Portal
Cirion’s Customer Portal
The use of this Portal will speed up your requests.
To obtain general information regarding Cirion, or if you’re not certain who to call, you can reach the company’s main desk, through the following phone numbers:
Country
Direct code
Cirion phone number
- Argentina
-
Brazil – Cotia
Data, Voice and Data Center -
Brazil – Vila Olimpia
Administrative Office - Chile
- Colombia
- Ecuador
- United States
- Mexico
- Panama
- Peru
- Venezuela
- +54 11
-
+55 11
-
+55 11
- +56 2
- +57 1
- +593 2
- +1 305
- +52 55
- +50 7
- +51 1
- +58 212
- 5170 0000
-
3957 2200
-
3957 1900
- 2422 5900
- 611 9000
- 400 4040
- 808 5934
- 25816270
- 314 0324
- 705 5700
- 204 9275
Country
Direct code
Cirion phone number
- Argentina
- Brazil – Cotia Data, Voice and Data Center
- Brazil – Vila Olimpia Administrative Office
- Chile
- Colombia
- Ecuador
- United States
- Mexico
- Panama
- Peru
- Venezuela
- +54 11
-
+55 11
-
+55 11
- +56 2
- +57 1
- +593 2
- +1 305
- +52 55
- +50 7
- +51 1
- +58 212
- 5170 0000
-
3957 2200
-
3957 1900
- 2422 5900
- 611 9000
- 400 4040
- 808 5934
- 25816270
- 314 0324
- 705 5700
- 204 9275
Country
Direct code
Cirion phone number
- Argentina
- Brazil – Cotia Data, Voice and Data Center
- Brazil – Vila Olimpia Administrative Office
- Chile
- Colombia
- Ecuador
- United States
- Mexico
- Panama
- Peru
- Venezuela
- +54 11
-
+55 11
-
+55 11
- +56 2
- +57 1
- +593 2
- +1 305
- +52 55
- +50 7
- +51 1
- +58 212
- 5170 0000
-
3957 2200
-
3957 1900
- 2422 5900
- 611 9000
- 400 4040
- 808 5934
- 25816270
- 314 0324
- 705 5700
- 204 9275
Cirion’s Technical Service Center – TSC is committed to providing the best customer assistance experience through operational technical support 7 days a week a week, 24 hours a day, 365 days a year. Telephone access is available in several Latin American countries and in the United States, according to the contact list in the following pages.
Information Required to Report an Incident
To issue a Trouble Ticket (TT) in the TSC, Cirion will require the following information from customers:
- Service ID number for the location or service in question.
- Confirmation that there are no infrastructure problems in the location, such as power failures, programmed maintenance, etc.
- Detailed description of operational problem and level of impairment of service.
- Time problem was initially detected.
- Local contact information for calling during the diagnosis and correction process, if needed.
- Conditions for accessing customer’s location, such as business hour restrictions and permits needed.
- Other specific information to be requested by Cirion according to the type of service (IP, Internet, voice, etc.).
In situations in which access or local contact cannot occur, the TT will be placed in a “waiting for customer” status, and these periods will not be considered as unavailable according to SLA.
TSC customer assistance responsibilities are:
- Communicating programmed maintenances that are likely to affect the service’s availability.
- Issuing a TT for events reported by the customer.
- Running service diagnosis in order to detect and isolate failures.
- Updating the customer on its TT status regarding the conditions found in the “Information on Reported Events” below.
- Maintenance of CPEs – Customer Premises Equipment and access circuits to Cirion’s network.
- Involving, coordinating, and escalating to all of Cirion’s organization ranks, as well as to outsourced service providers.
- Concluding the event reported and notifying customer, describing the causes of failure and solution to the problem.
The following activities are not covered by the TSC:
- Changes in configuration of parameters of services hired and their technologies, such as bandwidth, type of access, CPEs and IOS equipment upgrades, etc. Requests of this nature should be directed to the commercial representatives and/or to Cirion’s Service Managers.
- Changes in IP services such as IP addresses, adding or changing routes that may affect the performance of operational services.
- Any other changes modifying the service’s original solution as hired from Cirion.
- Invoicing problems or administrative issues.
Other specific conditions for customer assistance not covered by this document will be defined in private agreements.
Request for changes in active data services
Cirion puts at your disposal the list of requests for Standard Changes in active data services, limited to 10 locations per change:
- Activation, deactivation, and modification of BGP sessions.
- Propagation of new networks*.
- Changes in quality of service (QoS)*.
- Configuration of static routes and configuration/activation of dynamic routes*.
- Changes in IP addresses*.
- Activation of CPE functionalities: DHCP, SNMP. Dynamic routing to the LAN (OSPF, IBGP, RIP).
*These requests are equally applied to Satellite services.
IMPORTANT: The Standard Change process will be analyzed in up to 72 business hours and set forth during business hours.
Change requests should be registered in Cirion’s Customer Portal, with the express indication of whether they should be applied within a pre-established window of time.
In case your request is not in the Standard Changes list or if it cannot be addressed during predetermined periods of time, we ask that you contact your Service Management team or your Account Manager, who will launch the corresponding internal tasks in order to analyze and process your request.
The Change Management process is applied by Cirion whenever it is necessary to conduct a programmed interruption of the service provided to customer (GCR – Global Change Request), so that work can be carried out in Cirion’s backbone network.
Among Change Management’s most common functions, we can highlight activities such as increase in network capacity to adapt it to customers’ new requirements, increase of geographic reach, technological updates and activities to improve reliability of services.
Given these needs, Cirion’s Change Management area coordinates with the internal areas and manages communications and pre-approvals with the customers who will have their services impacted.
To mitigate customer impact, all programmed work is carried out according to the following rules:
A. Work in standard situation
- Work will be conducted from 12:00 am to 6:00 am in the time zone of the country where the work will be carried out.
- Customers will be notified of work by email 7 days in advance.
That said, it is required that customers maintain updated email addresses of the contacts who should be notified.
B. Work in emergency situation
In certain situations, indispensable matters require that work is conducted in order to avoid further impacts as a result of distinct causes such as vandalism, city work, need to repair network elements that may generate greater impact in the network, among others.
Under these circumstances, Cirion will do everything in its reach to conduct work during the hours closest to the ones specified in item A.1, as well as notifying with the advance indicated in item A.2.
In case of doubts or requests, access the Escalation section of this document > Change Management Scaling.
Country
Areas
Description
Toll-free
Local
ARGENTINA
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
0800 800 5383 – Option 1
0800 800 5383 – Option 2
0800 800 5383 – Option 3
0800 800 5383 – Option 4
+54 11 5170 5383 – Option 1
+54 11 5170 5383 – Option 2
+54 11 5170 5383 – Option 3
+54 11 5170 5383 – Option 4
BRAZIL
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
0800 887 3333 – Option 1
0800 887 3333 – Option 2
0800 887 3333 – Option 3
0800 887 3333 – Option 4
+55 11 3957 2288 – Option 1
+55 11 3957 2288 – Option 2
+55 11 3957 2288 – Option 3
+55 11 3957 2288 – Option 4
CHILE
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
0800 887 3333 – Option 1
0800 887 3333 – Option 2
0800 887 3333 – Option 3
0800 887 3333 – Option 4
+56 22 422 5803 – Option 1
+56 22 422 5803 – Option 2
+56 22 422 5803 – Option 3
+56 22 422 5803 – Option 4
COLOMBIA
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
01 8000 117997 – Option 1
01 8000 117997 – Option 2
01 8000 117997 – Option 3
01 8000 117997 – Option 4
+57 601 611 9013 – Option 1
+57 601 611 9013 – Option 2
+57 601 611 9013– Option 3
+57 601 611 9013– Option 4
ECUADOR
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
1800 400 408 – Option 1
1800 400 408 – Option 2
1800 400 408 – Option 3
1800 400 408 – Option 4
+593 2 400 5080 – Option 1
+593 2 400 5080 – Option 2
+593 2 400 5080 – Option 3
+593 2 400 5080 – Option 4
UNITED STATES, PANAMA, COSTA RICA
Assurance / Support
Data/Voice/CDN
Network Management /Managed Voice/ Managed Video/ Collaboration
Vyvx – Local Support USA
+1 800 467 7288
+1 800 467 7288
+1 800 467 7288
+55 11 3957 2288 – Option 4
MEXICO
Assurance / Support
Data/ Voice /Internet
Network Management
Data Center / Security / Cloud
Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx
01 800 999 1422 – Option 1
01 800 999 1422 – Option 2
01 800 999 1422 – Option 3
01 800 999 1422 – Option 4
+52 55 2581 6333 – Option 1
+52 55 2581 6333 – Option 2
+52 55 2581 6333 – Option 3
+52 55 2581 6333 – Option 4
PERU
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ VyVx.
0800 7 0662 – Option 1
0800 7 0662 – Option 2
0800 7 0662 – Option 3
0800 7 0662 – Option 4
+51 1 705 5777 – Option 1
+51 1 705 5777 – Option 2
+51 1 705 5777 – Option 3
+51 1 705 5777 – Option 4
VENEZUELA
Assurance / Support
Data/Voice/CDN
Managed Voice/ Managed Video/ Collaboration
Vyvx (Local Support USA)
0800 285 8300
0800 134 1064
+58 212 204 9378
+58 212 600 9800
+58 212 204 9351
+58 212 204 9364
+212 204 9306
+55 11 3957 2288
Communicating reported events
Cirion will reply to events reported by customers (TT) according to the situation and impact on customer services, rated in 4 priority levels. Cirion’s and customers’ responsibilities will be defined for each level, in addition to
assistance periods, as described below.
Country
Areas
Description
Toll-free
Local
ARGENTINA
Assurance / Support
Data / Voice / Internet
Network Management
Data Center / Security / Cloud
Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx.
0800 800 5383 – Option 1
0800 800 5383 – Option 2
0800 800 5383 – Option 3
0800 800 5383 – Option 4
+54 11 5170 5383 – Option 1
+54 11 5170 5383 – Option 2
+54 11 5170 5383 – Option 3
+54 11 5170 5383 – Option 4
BRAZIL
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing / Collaboration/ CDN/ Vyvx.
0800 887 3333 – Option 1
0800 887 3333 – Option 2
0800 887 3333 – Option 3
0800 887 3333 – Option 4
+55 11 3957 2288 – Option 1
+55 11 3957 2288 – Option 2
+55 11 3957 2288 – Option 3
+55 11 3957 2288 – Option 4
CHILE
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
0800 887 3333 – Option 1
0800 887 3333 – Option 2
0800 887 3333 – Option 3
0800 887 3333 – Option 4
+56 22 422 5803 – Option 1
+56 22 422 5803 – Option 2
+56 22 422 5803 – Option 3
+56 22 422 5803 – Option 4
COLOMBIA
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
01 8000 117997 – Option 1
01 8000 117997 – Option 2
01 8000 117997 – Option 3
01 8000 117997 – Option 4
+57 601 611 9013 – Option 1
+57 601 611 9013 – Option 2
+57 601 611 9013– Option 3
+57 601 611 9013– Option 4
ECUADOR
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
1800 400 408 – Option 1
1800 400 408 – Option 2
1800 400 408 – Option 3
1800 400 408 – Option 4
+593 2 400 5080 – Option 1
+593 2 400 5080 – Option 2
+593 2 400 5080 – Option 3
+593 2 400 5080 – Option 4
UNITED STATES, PANAMA, COSTA RICA
Assurance / Support
Data/Voice/CDN
Network Management /Managed Voice/ Managed Video/ Collaboration
Vyvx – Local support USA
+1 800 467 7288
+1 800 467 7288
+1 800 467 7288
+55 11 3957 2288 – Option 4
MEXICO
Assurance / Support
Data/ Voice /Internet
Network Management
Data Center / Security / Cloud
Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx
01 800 999 1422 – Option 1
01 800 999 1422 – Option 2
01 800 999 1422 – Option 3
01 800 999 1422 – Option 4
+52 55 2581 6333 – Option 1
+52 55 2581 6333 – Option 2
+52 55 2581 6333 – Option 3
+52 55 2581 6333 – Option 4
PERU
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ VyVx.
0800 7 0662 – Option 1
0800 7 0662 – Option 2
0800 7 0662 – Option 3
0800 7 0662 – Option 4
+51 1 705 5777 – Option 1
+51 1 705 5777 – Option 2
+51 1 705 5777 – Option 3
+51 1 705 5777 – Option 4
VENEZUELA
Assurance / Support
Data/Voice/CDN
Managed Voice/ Managed Video/ Collaboration
Vyvx (Local Support USA)
0800 285 8300
0800 134 1064
+58 212 204 9378
+58 212 600 9800
+58 212 204 9351
+58 212 204 9364
+212 204 9306
+55 11 3957 2288
Communicating reported events
Cirion will reply to events reported by customers (TT) according to the situation and impact on customer services, rated in 4 priority levels. Cirion’s and customers’ responsibilities will be defined for each level, in addition to assistance periods, as described below.
Priority Level
Situation
Response Time
Cirion’s responsibility
Customer’s responsibility
First Update
Following Updates
Update Method
1 (Very High Business Impact)
Major System or Component Failure.
Malfunction with critical impact on Client’s ability to operate entire business processes & production. No work-around or manual process available. No Back Up active or available.
Initial Communication Call Back: Within 15 Minutes
Commence Service Call Work: Within 2 Hours
- Cirion initiates & manages the Service Call to resolution.
- Cirion´s TSC troubleshoots the incident, engages appropriate expertise.
Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.
Without appropriate access or instructions, the incident will be downgraded to Severity 2.
15 minutes
Every 1 hour
Phone or email
2 (High Business Impact)
Malfunction causing impact on Client’s ability to operate significant business processes or production. No work-around or manual process available. No Back Up active or available
Initial Communication Call Back: Within 1 Hour.
Cirion initiates & manages the Service Call to resolution.
Cirion TSC troubleshoots the incident, engages appropriate expertise.
Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.
Without appropriate access or instructions, the incident will be downgraded to Priority Level 3.
1 hour
Every 2 Hours
Phone or email
3 (Moderate Business Impact)
Component Failure Malfunction not causing impact on Client’s ability to operate significant business processes or production. Workaround or manual processes are available. Back Up Available and Active.
Initial Communication Call Back: Within 1 Hour.
Cirion initiates & manages the Service Call to resolution.
Cirion TSC troubleshoots the incident, engages appropriate expertise.
Cirion dispatches Field Service Technicians when necessary.
Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.
2 hours
Every 4 Hours
4 (Low Business Impact)
Component Failure Malfunction not causing virtually any impact on Client’s ability to operate significant business processes or production. Work-around or manual processes are available.
Initial Communication Call Back: Within 1 Hour.
Cirion initiates & manages the Service Call to resolution.
Cirion TSC troubleshoots the incident, engages appropriate expertise.
Cirion dispatches Field Service Technicians when necessary.
Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.
24 hours
At Cirion’s discretion
The above assistance commitments may occasionally have their response times extended in situations of massive
failures in Cirion’s service network, affecting several customers at the same time.
Priority Level
1 (Very High Business Impact)
2 (High Business Impact)
3 (Moderate Business Impact)
4 (Low Business Impact)
Situation
Major System or Component Failure. Malfunction with critical impact on Client’s ability to operate entire business processes & production. No work-around or manual process available. No Back Up active or available.
Malfunction causing impact on Client’s ability to operate significant business processes or production. No work-around or manual process available. No Back Up active or available
Component Failure Malfunction not causing impact on Client’s ability to operate significant business processes or production. Workaround or manual processes are available. Back Up Available and Active.
Component Failure Malfunction not causing virtually any impact on Client’s ability to operate significant business processes or production. Work-around or manual processes are available.
Response Time
Initial Communication Call Back: Within 15 Minutes
Commence Service Call Work: Within 2 Hours
Initial Communication Call Back: Within 1 Hour.
Initial Communication Call Back: Within 1 Hour.
Initial Communication Call Back: Within 1 Hour.
Cirion’s responsibility
• Cirion initiates & manages the Service Call to resolution.
• Cirion´s TSC troubleshoots the incident, engages appropriate expertise.
• Cirion initiates & manages the Service Call to resolution.
• Cirion TSC troubleshoots the incident, engages appropriate expertise.
• Cirion initiates & manages the Service Call to resolution.
• Cirion TSC troubleshoots the incident, engages appropriate expertise.
• Cirion dispatches Field Service Technicians when necessary.
• Cirion initiates & manages the Service Call to resolution.
• Cirion TSC troubleshoots the incident, engages appropriate expertise.
• Cirion dispatches Field Service Technicians when necessary.
Customer’s responsibility
• Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.
• Without appropriate access or instructions, the incident will be downgraded to Severity 2.
• Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.
• Without appropriate access or instructions, the incident will be downgraded to Priority Level 3.
• Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.
• Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.
First Update
15 minutes
1 hour
2 hours
24 hours
Following Updates
Every 1 hour
Every 2 hours
Every 4 hours
At Cirion’s discretion
Update Method
Phone or email
Phone or email
The above assistance commitments may occasionally have their response times extended in situations of massive failures in Cirion’s service network, affecting several customers at the same time.
In the following table, Cirion presents recommended rules for escalating events in Latin America, in situations where customers require operational escalation. The process begins with the “acceptance” of a trouble ticket (TT) by the TSC – Technical Service Center.
The main reasons for escalations are:
- Lack of Estimated Time to Resolution (ETR) / Progress or last status
- Breach of SLA (repair)
- Lack of clarity and detail of the diagnosis of the failure
The expected times to start the escalation process and levels are:
Level
Time incurred Interruptions
Time incurred impairments
1st Level (TSC Desk)
4 hours
8 hours
2nd Level (TSC Supervisor)
6 hours
12 hours
3rd Level (TSC Manager)
12 hours
18 hours
4th Level (TSC Sr. Manager)
18 hours
24 hours
5th Level (TSC Regional Director)
24 hours
36 hours
Sales Director (SD)
The Sales Director’s role is to act as the interface between the commercial and technical functions of both parties to formulate a strategy for deploying the best commercial and technical terms for the proposed project.
The Sales Director regularly interacts with executives, main customers, and/or providers. These interactions often involve negotiations or attempts to influence senior leaders regarding issues of importance to the organization. The Sales Director exhibits the ability to influence the mindset of others or gain their acceptance in sensitive situations.
Account Manager (AM)
The AM is responsible for offering the best solutions for your company’s needs and will be your general point of contact with Cirion’s sales. Your AM is responsible for understanding your needs, collecting, and confirming your specifications and requirements (necessary elements to submit an order). They will also work with you on quotes and orders for new and additional Cirion services, as well as assist in the entire account setup process. All of our customers have a designated AM.
Sales Engineer (SE)
The product specialist, called Sales Engineer (SE), will work with you to identify technical options and define the technical requirements to implement your services. They are responsible for understanding your current network, key locations, potential needs and proposing viable and reliable technical solutions. With technical capabilities and a thorough understanding of the services Cirion offers, your SE manages the technical and engineering aspects of the service during the evaluation of your needs and the presentation of the offering. There is a designated SE for each customer and product area: Data, Data Center, and Voice.
Customer Care Manager (CCM)
The CCM is your contact throughout the entire lifecycle of your request, managing from the placement of the technical order to the activation of your first invoice.
Ultimately, the CCM “owns” the information of your entire experience with us. They act as a point of contact, proactively managing your service to guarantee the highest levels of satisfaction and the fulfillment of your expectations, while, at the same time, communicating with you regularly to keep you informed of requests, highlights, and updates of the project.
Billing Customer Care (BCC)
Is responsible for receiving all requests related to billing and investigating them on your behalf. The BCC is also responsible for resolving disputes and emitting the corresponding credits when necessary.
Service Assurance (TSC)
Team responsible for the operation of the customers’ services. They receive requests for repairs through the phone numbers listed in the section Main Contacts and focus on solving issues in our customers’ networks.
The implementation, or Delivery, process is comprised of four main stages:
- This is the project’s planning stage. The CCM is assigned.
- This is the technical design stage. It is where the Circuit Designer role is included.
- This is the service’s physical implementation stage. Usually, this stage involves strong coordination with your on-site contact.
- In this stage, your service is activated and tested. Your CCM will schedule a window to complete configuration.
Cirion Delivery Touchpoints
TP
Order Details Confirmation
• Acknowledgement of order receipt and validation of
its information.
• Introduction and contact details of your Customer
Care Manager, who will manage your Delivery and
will be your point of contact for doubts or issues
throughout the process.
• Defines the next milestones and expected
Touchpoints.
TP
Request for Order’s Technical Details
• The Circuit Designer will get in touch with you in
case the technical details aren’t enough to complete
your Service Order.
TP
Expected Date for Service Delivery
• Information about the expected date for your
Service Delivery, which is when it will be activated,
and billing will begin.
• Definition of the next milestones and expected
Touchpoints.
TP
Service Installation Reminder
• We will make sure your site meets the requirements
before the installation of Cirion’s service.
• Definition of the next milestones and expected
Touchpoints.
TP
Activation Planning
• We will inform you when your Service has been
successfully installed and is ready for activation, for
which a date and time should be scheduled.
• Definition of the next milestones and expected
Touchpoints.
TP
Connectivity Notice
• Cirion will confirm when your service is ready to be
delivered, at which time billing will begin.
You may check the status of your order at any time by contacting your Customer Care Manager (CCM) or visiting Cirion’s Customer Portal.
Cirion’s Customer Portal is our online account management system that allows you to manage your services 24 hours a day, seven days a week. It is a tool that our customers can use daily. Through safe access points, the Portal provides a direct communications line from virtually anywhere in the world.
With the objective of simplifying and streamlining our customers’ experience, the Portal counts on an updated and easy-to-use design to help you control and manage all of your services from Cirion throughout the request, implementation and post-implementation phases. The main page of the dashboard centralizes all of the Portal’s information and its functionalities for quick and easy access anytime.
Some of the benefits and advantages you will find while using the portal are:
- Multilingual: the portal is available in Spanish, English and Portuguese.
- User management: you will have total control of managing your own users, to perform different functions such as reporting and tracking incidents, placing requests and orders, checking billing details, etc.
- Ticket management: you will be able to manage tickets from the portal to report incidents or place requests or orders regarding services, from their creation to their solution.
- Reports: you will be able to access the different reports Cirion sends out about usage and performance of the hired services.
- Billing: month by month, you will be able to access the billing of your services, where you will see detailed information of the total amount due. You will be able to create new disputes/inquiries or view active disputes/inquiries through the Portal. Furthermore, you’ll be able to request changes to your billing information.
- Tools: the portal allows you to access Helix and DEC portals, without the need for a new login. This makes it easier to access all your information in one place.
- Virtual Assistant: Vicky will be available 24×7 to solve your requests and inquiries quickly and efficiently. You can consult your Account Manager from Vicky.
- Quick Guide: the portal has an Onboarding section to guide you through conducting business with Cirion – from the request of a quote to the resolution of a billing issue – and to show you what you can do to help processes be as quick and efficient as possible.
- Help Center: here, you will find Handbooks and Appendixes created for guidance on our support structure.
In the Portal, you will also have the chance to Request a Service Disconnection on the Account Services section. For additional information, access the Quick Guides section and select the How to Request a Service Disconnection document.
How to Access the Customer Portal:
- You can access the new portal through the following web address: Cirion’s Customer Portal
- To register as a new user, click on New User? Register! and complete the form.
- If you forgot your login information, please access the portal and click on the Forgot your password? button. Your email will be validated, and a new password will be sent automatically.
- If you are, or were, an active user of the Portal, please enter the same email and password information you normally used for access.
Remember that once you obtain the access you can access the User Manual, where you will find all the instructions necessary to operate within the Portal.
Navigation
Using the side menu, you can access:
- Main: offers an overview of the portal’s recent activity, latest tickets created, user sessions, quick access. Naturally, the information exhibited depends on the assigned roles.
- Users: you will have full management of users, create new users, edit existing customer features and/or remove users.
- Tickets: allows monitoring of the different orders or incidents reported about your services. Your tickets can be generated in the portal or by phone, including an online follow up.
- Billing: contains billing related to the services hired.
- Tools: this option offers access to the different tools users can obtain, according to their permits. Tools are grouped by features, including a section for Reports (Data Center and Security), which was previously accessed through the main menu.
- Help Center: contains useful user guides explaining certain processes used by the company. View the “?” button.
- Orders: this module allows you to monitor the status of your Orders.
With the acquisition, renewal, or extension of a service, you will be handed a Service Request Form that includes a section for you to assign the portal User Administrator. This user has certain benefits that other users don’t have and are related to the administration (creation, modification, and removal) of other users with different permits according to their needs.
In the main page of the Customer Portal you can view options for a better navigation. This module also offers a detailed view of the actions you wish to perform.
Monitor or create a Ticket
To monitor or create a new ticket, go to the “Tickets” module. In this section you can monitor tickets created, or create a new one by clicking on “Create new ticket” and filling out the fields related to the service.
*For more information on how to use the Portal for this or other functionality, please use the Customer Manual which you can find in the Help Center.
If you are unable to access the Portal due to unavailability or outage you can open a Ticket by calling the TSC group to inform them of the issue.
If you have any questions or suggestions related to this online tool, please contact your Cirion Service Manager, or send an email to the following emails, according to your location.
We appreciate your feedback!
- Argentina: sharedcmarg@ciriontechnologies.com
- Colombia: sharedsmcol@ciriontechnologies.com
- Ecuador: sharedsmecu@ciriontechnologies.com
- Venezuela: sharedsmven@ciriontechnologies.com
- Northern Cluster: DL-SM-NORTE@ciriontechnologies.com
Reason for outage information (RFO)
Cirion explains the reason for an outage (RFO) at the closure of every ticket where the root cause is known. Verbal RFOs are available immediately and provide a brief summary explaining the cause uncovered during troubleshooting.
RFOs will be available for customer inquiries directly on our Portal. For more details, please refer to the Help Center module in the Quick Quide – Cirion Service Assurance to have the step by step and download the document.
Check my invoice
When accessing the billing module, a dashboard with an overview of invoices for the past 6 months is exhibited, in card format to simplify visualization. You can also download your invoice information and request disputes/inquiries related to your invoices.
Billing Customer Care Team
The Billing Customer Care team is responsible for solving any billing request or issue our customers may have.
You may get in touch with them through our Customer Portal.
Country
Argentina/ Brazil/Chile/ Colombia/Ecuador Peru/Venezuela/United States/ Mexico/Panama/ Costa Rica
Portal
Cirion’s Customer Portal
The use of this Portal will speed up your requests.
To obtain general information regarding Cirion, or if you’re not certain who to call, you can reach the company’s main desk, through the following phone numbers:
Country
Direct code
Cirion phone number
- Argentina
-
Brazil – Cotia
Data, Voice and Data Center -
Brazil – Vila Olimpia
Administrative Office - Chile
- Colombia
- Ecuador
- United States
- Mexico
- Panama
- Peru
- Venezuela
- +54 11
-
+55 11
-
+55 11
- +56 2
- +57 1
- +593 2
- +1 305
- +52 55
- +50 7
- +51 1
- +58 212
- 5170 0000
-
3957 2200
-
3957 1900
- 2422 5900
- 611 9000
- 400 4040
- 808 5934
- 25816270
- 314 0324
- 705 5700
- 204 9275
Country
Direct code
Cirion phone number
- Argentina
- Brazil – Cotia Data, Voice and Data Center
- Brazil – Vila Olimpia Administrative Office
- Chile
- Colombia
- Ecuador
- United States
- Mexico
- Panama
- Peru
- Venezuela
- +54 11
-
+55 11
-
+55 11
- +56 2
- +57 1
- +593 2
- +1 305
- +52 55
- +50 7
- +51 1
- +58 212
- 5170 0000
-
3957 2200
-
3957 1900
- 2422 5900
- 611 9000
- 400 4040
- 808 5934
- 25816270
- 314 0324
- 705 5700
- 204 9275
Country
Direct code
Cirion phone number
- Argentina
- Brazil – Cotia Data, Voice and Data Center
- Brazil – Vila Olimpia Administrative Office
- Chile
- Colombia
- Ecuador
- United States
- Mexico
- Panama
- Peru
- Venezuela
- +54 11
-
+55 11
-
+55 11
- +56 2
- +57 1
- +593 2
- +1 305
- +52 55
- +50 7
- +51 1
- +58 212
- 5170 0000
-
3957 2200
-
3957 1900
- 2422 5900
- 611 9000
- 400 4040
- 808 5934
- 25816270
- 314 0324
- 705 5700
- 204 9275
Cirion’s Technical Service Center – TSC is committed to providing the best customer assistance experience through operational technical support 7 days a week a week, 24 hours a day, 365 days a year. Telephone access is available in several Latin American countries and in the United States, according to the contact list in the following pages.
Information Required to Report an Incident
To issue a Trouble Ticket (TT) in the TSC, Cirion will require the following information from customers:
- Service ID number for the location or service in question.
- Confirmation that there are no infrastructure problems in the location, such as power failures, programmed maintenance, etc.
- Detailed description of operational problem and level of impairment of service.
- Time problem was initially detected.
- Local contact information for calling during the diagnosis and correction process, if needed.
- Conditions for accessing customer’s location, such as business hour restrictions and permits needed.
- Other specific information to be requested by Cirion according to the type of service (IP, Internet, voice, etc.).
In situations in which access or local contact cannot occur, the TT will be placed in a “waiting for customer” status, and these periods will not be considered as unavailable according to SLA.
TSC customer assistance responsibilities are:
- Communicating programmed maintenances that are likely to affect the service’s availability.
- Issuing a TT for events reported by the customer.
- Running service diagnosis in order to detect and isolate failures.
- Updating the customer on its TT status regarding the conditions found in the “Information on Reported Events” below.
- Maintenance of CPEs – Customer Premises Equipment and access circuits to Cirion’s network.
- Involving, coordinating, and escalating to all of Cirion’s organization ranks, as well as to outsourced service providers.
- Concluding the event reported and notifying customer, describing the causes of failure and solution to the problem.
The following activities are not covered by the TSC:
- Changes in configuration of parameters of services hired and their technologies, such as bandwidth, type of access, CPEs and IOS equipment upgrades, etc. Requests of this nature should be directed to the commercial representatives and/or to Cirion’s Service Managers.
- Changes in IP services such as IP addresses, adding or changing routes that may affect the performance of operational services.
- Any other changes modifying the service’s original solution as hired from Cirion.
- Invoicing problems or administrative issues.
Other specific conditions for customer assistance not covered by this document will be defined in private agreements.
Request for changes in active data services
Cirion puts at your disposal the list of requests for Standard Changes in active data services, limited to 10 locations per change:
- Activation, deactivation, and modification of BGP sessions.
- Propagation of new networks*.
- Changes in quality of service (QoS)*.
- Configuration of static routes and configuration/activation of dynamic routes*.
- Changes in IP addresses*.
- Activation of CPE functionalities: DHCP, SNMP. Dynamic routing to the LAN (OSPF, IBGP, RIP).
*These requests are equally applied to Satellite services.
IMPORTANT: The Standard Change process will be analyzed in up to 72 business hours and set forth during business hours.
Change requests should be registered in Cirion’s Customer Portal, with the express indication of whether they should be applied within a pre-established window of time.
In case your request is not in the Standard Changes list or if it cannot be addressed during predetermined periods of time, we ask that you contact your Service Management team or your Account Manager, who will launch the corresponding internal tasks in order to analyze and process your request.
The Change Management process is applied by Cirion whenever it is necessary to conduct a programmed interruption of the service provided to customer (GCR – Global Change Request), so that work can be carried out in Cirion’s backbone network.
Among Change Management’s most common functions, we can highlight activities such as increase in network capacity to adapt it to customers’ new requirements, increase of geographic reach, technological updates and activities to improve reliability of services.
Given these needs, Cirion’s Change Management area coordinates with the internal areas and manages communications and pre-approvals with the customers who will have their services impacted.
To mitigate customer impact, all programmed work is carried out according to the following rules:
A. Work in standard situation
- Work will be conducted from 12:00 am to 6:00 am in the time zone of the country where the work will be carried out.
- Customers will be notified of work by email 7 days in advance.
That said, it is required that customers maintain updated email addresses of the contacts who should be notified.
B. Work in emergency situation
In certain situations, indispensable matters require that work is conducted in order to avoid further impacts as a result of distinct causes such as vandalism, city work, need to repair network elements that may generate greater impact in the network, among others.
Under these circumstances, Cirion will do everything in its reach to conduct work during the hours closest to the ones specified in item A.1, as well as notifying with the advance indicated in item A.2.
In case of doubts or requests, access the Escalation section of this document > Change Management Scaling.
Country
Areas
Description
Toll-free
Local
ARGENTINA
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
0800 800 5383 – Option 1
0800 800 5383 – Option 2
0800 800 5383 – Option 3
0800 800 5383 – Option 4
+54 11 5170 5383 – Option 1
+54 11 5170 5383 – Option 2
+54 11 5170 5383 – Option 3
+54 11 5170 5383 – Option 4
BRAZIL
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
0800 887 3333 – Option 1
0800 887 3333 – Option 2
0800 887 3333 – Option 3
0800 887 3333 – Option 4
+55 11 3957 2288 – Option 1
+55 11 3957 2288 – Option 2
+55 11 3957 2288 – Option 3
+55 11 3957 2288 – Option 4
CHILE
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
0800 887 3333 – Option 1
0800 887 3333 – Option 2
0800 887 3333 – Option 3
0800 887 3333 – Option 4
+56 22 422 5803 – Option 1
+56 22 422 5803 – Option 2
+56 22 422 5803 – Option 3
+56 22 422 5803 – Option 4
COLOMBIA
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
01 8000 117997 – Option 1
01 8000 117997 – Option 2
01 8000 117997 – Option 3
01 8000 117997 – Option 4
+57 601 611 9013 – Option 1
+57 601 611 9013 – Option 2
+57 601 611 9013– Option 3
+57 601 611 9013– Option 4
ECUADOR
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
1800 400 408 – Option 1
1800 400 408 – Option 2
1800 400 408 – Option 3
1800 400 408 – Option 4
+593 2 400 5080 – Option 1
+593 2 400 5080 – Option 2
+593 2 400 5080 – Option 3
+593 2 400 5080 – Option 4
UNITED STATES, PANAMA, COSTA RICA
Assurance / Support
Data/Voice/CDN
Network Management /Managed Voice/ Managed Video/ Collaboration
Vyvx – Local Support USA
+1 800 467 7288
+1 800 467 7288
+1 800 467 7288
+55 11 3957 2288 – Option 4
MEXICO
Assurance / Support
Data/ Voice /Internet
Network Management
Data Center / Security / Cloud
Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx
01 800 999 1422 – Option 1
01 800 999 1422 – Option 2
01 800 999 1422 – Option 3
01 800 999 1422 – Option 4
+52 55 2581 6333 – Option 1
+52 55 2581 6333 – Option 2
+52 55 2581 6333 – Option 3
+52 55 2581 6333 – Option 4
PERU
Assurance / Support
Data/Voice/Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ VyVx.
0800 7 0662 – Option 1
0800 7 0662 – Option 2
0800 7 0662 – Option 3
0800 7 0662 – Option 4
+51 1 705 5777 – Option 1
+51 1 705 5777 – Option 2
+51 1 705 5777 – Option 3
+51 1 705 5777 – Option 4
VENEZUELA
Assurance / Support
Data/Voice/CDN
Managed Voice/ Managed Video/ Collaboration
Vyvx (Local Support USA)
0800 285 8300
0800 134 1064
+58 212 204 9378
+58 212 600 9800
+58 212 204 9351
+58 212 204 9364
+212 204 9306
+55 11 3957 2288
Communicating reported events
Cirion will reply to events reported by customers (TT) according to the situation and impact on customer services, rated in 4 priority levels. Cirion’s and customers’ responsibilities will be defined for each level, in addition to
assistance periods, as described below.
Country
Areas
Description
Toll-free
Local
ARGENTINA
Assurance / Support
Data / Voice / Internet
Network Management
Data Center / Security / Cloud
Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx.
0800 800 5383 – Option 1
0800 800 5383 – Option 2
0800 800 5383 – Option 3
0800 800 5383 – Option 4
+54 11 5170 5383 – Option 1
+54 11 5170 5383 – Option 2
+54 11 5170 5383 – Option 3
+54 11 5170 5383 – Option 4
BRAZIL
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing / Collaboration/ CDN/ Vyvx.
0800 887 3333 – Option 1
0800 887 3333 – Option 2
0800 887 3333 – Option 3
0800 887 3333 – Option 4
+55 11 3957 2288 – Option 1
+55 11 3957 2288 – Option 2
+55 11 3957 2288 – Option 3
+55 11 3957 2288 – Option 4
CHILE
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
0800 887 3333 – Option 1
0800 887 3333 – Option 2
0800 887 3333 – Option 3
0800 887 3333 – Option 4
+56 22 422 5803 – Option 1
+56 22 422 5803 – Option 2
+56 22 422 5803 – Option 3
+56 22 422 5803 – Option 4
COLOMBIA
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
01 8000 117997 – Option 1
01 8000 117997 – Option 2
01 8000 117997 – Option 3
01 8000 117997 – Option 4
+57 601 611 9013 – Option 1
+57 601 611 9013 – Option 2
+57 601 611 9013– Option 3
+57 601 611 9013– Option 4
ECUADOR
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.
1800 400 408 – Option 1
1800 400 408 – Option 2
1800 400 408 – Option 3
1800 400 408 – Option 4
+593 2 400 5080 – Option 1
+593 2 400 5080 – Option 2
+593 2 400 5080 – Option 3
+593 2 400 5080 – Option 4
UNITED STATES, PANAMA, COSTA RICA
Assurance / Support
Data/Voice/CDN
Network Management /Managed Voice/ Managed Video/ Collaboration
Vyvx – Local support USA
+1 800 467 7288
+1 800 467 7288
+1 800 467 7288
+55 11 3957 2288 – Option 4
MEXICO
Assurance / Support
Data/ Voice /Internet
Network Management
Data Center / Security / Cloud
Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx
01 800 999 1422 – Option 1
01 800 999 1422 – Option 2
01 800 999 1422 – Option 3
01 800 999 1422 – Option 4
+52 55 2581 6333 – Option 1
+52 55 2581 6333 – Option 2
+52 55 2581 6333 – Option 3
+52 55 2581 6333 – Option 4
PERU
Assurance / Support
Data / Voice / Internet
Network Management
Data Center/ Security/ Cloud
Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ VyVx.
0800 7 0662 – Option 1
0800 7 0662 – Option 2
0800 7 0662 – Option 3
0800 7 0662 – Option 4
+51 1 705 5777 – Option 1
+51 1 705 5777 – Option 2
+51 1 705 5777 – Option 3
+51 1 705 5777 – Option 4
VENEZUELA
Assurance / Support
Data/Voice/CDN
Managed Voice/ Managed Video/ Collaboration
Vyvx (Local Support USA)
0800 285 8300
0800 134 1064
+58 212 204 9378
+58 212 600 9800
+58 212 204 9351
+58 212 204 9364
+212 204 9306
+55 11 3957 2288
Communicating reported events
Cirion will reply to events reported by customers (TT) according to the situation and impact on customer services, rated in 4 priority levels. Cirion’s and customers’ responsibilities will be defined for each level, in addition to assistance periods, as described below.
Priority Level
Situation
Response Time
Cirion’s responsibility
Customer’s responsibility
First Update
Following Updates
Update Method
1 (Very High Business Impact)
Major System or Component Failure.
Malfunction with critical impact on Client’s ability to operate entire business processes & production. No work-around or manual process available. No Back Up active or available.
Initial Communication Call Back: Within 15 Minutes
Commence Service Call Work: Within 2 Hours
- Cirion initiates & manages the Service Call to resolution.
- Cirion´s TSC troubleshoots the incident, engages appropriate expertise.
Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.
Without appropriate access or instructions, the incident will be downgraded to Severity 2.
15 minutes
Every 1 hour
Phone or email
2 (High Business Impact)
Malfunction causing impact on Client’s ability to operate significant business processes or production. No work-around or manual process available. No Back Up active or available
Initial Communication Call Back: Within 1 Hour.
Cirion initiates & manages the Service Call to resolution.
Cirion TSC troubleshoots the incident, engages appropriate expertise.
Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.
Without appropriate access or instructions, the incident will be downgraded to Priority Level 3.
1 hour
Every 2 Hours
Phone or email
3 (Moderate Business Impact)
Component Failure Malfunction not causing impact on Client’s ability to operate significant business processes or production. Workaround or manual processes are available. Back Up Available and Active.
Initial Communication Call Back: Within 1 Hour.
Cirion initiates & manages the Service Call to resolution.
Cirion TSC troubleshoots the incident, engages appropriate expertise.
Cirion dispatches Field Service Technicians when necessary.
Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.
2 hours
Every 4 Hours
4 (Low Business Impact)
Component Failure Malfunction not causing virtually any impact on Client’s ability to operate significant business processes or production. Work-around or manual processes are available.
Initial Communication Call Back: Within 1 Hour.
Cirion initiates & manages the Service Call to resolution.
Cirion TSC troubleshoots the incident, engages appropriate expertise.
Cirion dispatches Field Service Technicians when necessary.
Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.
24 hours
At Cirion’s discretion
The above assistance commitments may occasionally have their response times extended in situations of massive
failures in Cirion’s service network, affecting several customers at the same time.
Priority Level
1 (Very High Business Impact)
2 (High Business Impact)
3 (Moderate Business Impact)
4 (Low Business Impact)
Situation
Major System or Component Failure. Malfunction with critical impact on Client’s ability to operate entire business processes & production. No work-around or manual process available. No Back Up active or available.
Malfunction causing impact on Client’s ability to operate significant business processes or production. No work-around or manual process available. No Back Up active or available
Component Failure Malfunction not causing impact on Client’s ability to operate significant business processes or production. Workaround or manual processes are available. Back Up Available and Active.
Component Failure Malfunction not causing virtually any impact on Client’s ability to operate significant business processes or production. Work-around or manual processes are available.
Response Time
Initial Communication Call Back: Within 15 Minutes
Commence Service Call Work: Within 2 Hours
Initial Communication Call Back: Within 1 Hour.
Initial Communication Call Back: Within 1 Hour.
Initial Communication Call Back: Within 1 Hour.
Cirion’s responsibility
• Cirion initiates & manages the Service Call to resolution.
• Cirion´s TSC troubleshoots the incident, engages appropriate expertise.
• Cirion initiates & manages the Service Call to resolution.
• Cirion TSC troubleshoots the incident, engages appropriate expertise.
• Cirion initiates & manages the Service Call to resolution.
• Cirion TSC troubleshoots the incident, engages appropriate expertise.
• Cirion dispatches Field Service Technicians when necessary.
• Cirion initiates & manages the Service Call to resolution.
• Cirion TSC troubleshoots the incident, engages appropriate expertise.
• Cirion dispatches Field Service Technicians when necessary.
Customer’s responsibility
• Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.
• Without appropriate access or instructions, the incident will be downgraded to Severity 2.
• Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.
• Without appropriate access or instructions, the incident will be downgraded to Priority Level 3.
• Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.
• Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.
First Update
15 minutes
1 hour
2 hours
24 hours
Following Updates
Every 1 hour
Every 2 hours
Every 4 hours
At Cirion’s discretion
Update Method
Phone or email
Phone or email
The above assistance commitments may occasionally have their response times extended in situations of massive failures in Cirion’s service network, affecting several customers at the same time.
In the following table, Cirion presents recommended rules for escalating events in Latin America, in situations where customers require operational escalation. The process begins with the “acceptance” of a trouble ticket (TT) by the TSC – Technical Service Center.
The main reasons for escalations are:
- Lack of Estimated Time to Resolution (ETR) / Progress or last status
- Breach of SLA (repair)
- Lack of clarity and detail of the diagnosis of the failure
The expected times to start the escalation process and levels are:
Level
Time incurred Interruptions
Time incurred impairments
1st Level (TSC Desk)
4 hours
8 hours
2nd Level (TSC Supervisor)
6 hours
12 hours
3rd Level (TSC Manager)
12 hours
18 hours
4th Level (TSC Sr. Manager)
18 hours
24 hours
5th Level (TSC Regional Director)
24 hours
36 hours