1. Elisa Carrier Services General escalations for Elisa operator products

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

3. Escalations always through
Service Management
Standard communication channel:
Failure indications
Preferred
Elisa Carrier Services Online (ECSO)
24h
Service Desk
24h in English
24h in Finnish
Escalation (Escalation possible after customer chosen SLA exceeded)
Failure indications
Level 1
Service Operating Center (SOC) via Service Desk
in English
in Finnish
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

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

5. Thank you!