Elisa Carrier Services General escalations for Elisa operator products

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Presentation transcript:

Elisa Carrier Services General escalations for Elisa operator products

Escalations always through Ordering and Delivery Standard communication channel: Availability inquires, quote requests, orders and delivery Preferred Elisa Carrier Services Online (ECSO) 24h https://ecso.it.elisa.fi/ Carrier Services Customer Support (CSCS) Mon – Fri 8 am – 4 pm GMT+2 cscs@elisa.fi +358 10 262 4900 Escalation: Availability inquires, quote requests, orders and delivery Level 1 Carrier Services Customer Support (CSCS) Mon – Fri 8 am – 4 pm GMT+2 cscs@elisa.fi +358 10 262 4900 Level 2 CSCS Manager Mrs. Kati Tuononen Level 3 Development Director Mr. Markku Laihonen Escalations always through and only through Level 1

Escalations always through Service Management Standard communication channel: Failure indications Preferred Elisa Carrier Services Online (ECSO) 24h https://ecso.it.elisa.fi/ Service Desk 24h in English +358 10 260 96 24h in Finnish +358 10 804 400 Escalation (Escalation possible after customer chosen SLA exceeded) Failure indications Level 1 Service Operating Center (SOC) via Service Desk in English +358 10 260 96 in Finnish +358 10 804 400 Level 2 Service Operation Manager Mr. Jan Winberg Mrs. Taru Salmi Level 3 Head of Department Mr. Karri Jäkkö Escalations always through and only through Level 1

Escalations always through Billing Standard communication channel: Billing enquires Carrier Services Billing (CSB) Mon – Fri 8 am – 4 pm GMT+2 csb@elisa.fi +358 10 262 4904 Escalation: Billing enquires Level 1 Carrier Services Billing (CSB) Mon – Fri 8 am – 4 pm GMT+2 csb@elisa.fi +358 10 262 4904 Level 2 CSB Manager Mrs. Kati Tuononen Level 3 Development Director Mr. Markku Laihonen Escalations always through and only through Level 1

Thank you!