EMEA Customer Handbook
Readiness Support:
Access & Supporting Information for your Service.

Table of Contents
Contact Us ......................................................................................................................................................... 5
Network Support ................................................................................................................................................ 6
Network: Portals ............................................................................................................................................. 6
Requesting Portal Access .......................................................................................................................... 6
Retrieving your username or password ..................................................................................................... 6
Navigating the Portal .................................................................................................................................. 6
Creating and managing portal support tickets ............................................................................................ 6
Network: Key Contacts ............................................................................................................................... 7
Network: Contact Us ...................................................................................................................................... 7
Network: Orders ............................................................................................................................................. 8
Estimated lead time .................................................................................................................................... 8
Understanding the order stages ................................................................................................................. 8
Escalating your order ................................................................................................................................. 9
Network: Requesting Activation – Plug & Play Support................................................................................ 9
Network: Repair & Maintenance .................................................................................................................... 9
Estimated time to resolve. ........................................................................................................................ 10
Raising, Updating or Escalating Repair Tickets. ...................................................................................... 10
Requesting a reason for outage (RFO) .................................................................................................... 10
Raising a change request or modification ................................................................................................ 10

Raising a Colocation request for Site Access. .................................................................... 12
Raising a Field Tech Request (Billable). .................................................................................................. 13
Receiving Colt planned maintenance notifications. ................................................................................. 13
Notifying Colt about your planned maintenance. ..................................................................................... 13
Managing your SD-WAN Service. ............................................................................................................ 14
Network: Billing ............................................................................................................................................ 14
Raising a new billing ticket request .......................................................................................................... 14
Requesting a billing ticket update ............................................................................................................ 14
Requesting service credit ......................................................................................................................... 14
Changing a service to another billing account ......................................................................................... 15
Requesting a company name or invoice address change ....................................................................... 15
Checking your bill before an invoice ........................................................................................................ 15
Requesting a statement of account .......................................................................................................... 15
Payment remittance ................................................................................................................................. 15
Raising a payment query .......................................................................................................................... 15
Network: Renewing or Disconnecting .......................................................................................................... 16
Renewing your service(s) ......................................................................................................................... 16
Out of term services ................................................................................................................................. 16
Raising a disconnect ................................................................................................................................ 16

EMEA Customer Handbook | Readiness Support

1Checking disconnect status...................................................................................................................... 16
Managed Hosting, Cloud & Edge Support ...................................................................................................... 17
Managed Hosting, Cloud & Edge: Contact Us ............................................................................................. 17
Managed Hosting, Cloud & Edge: Portals ................................................................................................... 17
Requesting portal access ......................................................................................................................... 17
Retrieving your username or password ................................................................................................... 17
Navigating the portal ................................................................................................................................ 17
Portal outages or portal issues ................................................................................................................. 18
Managed Hosting, Cloud & Edge Support: Key Contacts .......................................................................... 18
Managed Hosting, Cloud & Edge: Contact Us ............................................................................................. 19
Managed Hosting, Cloud & Edge Support: Orders ...................................................................................... 19
Understanding the order stages ............................................................................................................... 19
Escalating your order ............................................................................................................................... 19
Managed Hosting, Cloud & Edge Support: Repair & Maintenance ............................................................. 20
Raising a new support ticket .................................................................................................................... 20
Requesting or viewing a support ticket update ........................................................................................ 20
Requesting a support ticket escalation .................................................................................................... 20
Receiving Lumen planned maintenance notifications .............................................................................. 20
Notifying Lumen about your planned maintenance .................................................................................. 20
Managed Hosting, Cloud & Edge Support: Billing ....................................................................................... 21
Raising a new billing ticket request .......................................................................................................... 21
Requesting a billing ticket update ............................................................................................................ 21
Requesting a service credit ...................................................................................................................... 21
Changing a service to another billing account ......................................................................................... 21
Requesting a company name or invoice address change ....................................................................... 22
Checking your bill before an invoice ........................................................................................................ 22
Requesting a statement of account .......................................................................................................... 22
Payment remittance ................................................................................................................................. 22
Raising a payment query .......................................................................................................................... 22
Managed Hosting, Cloud & Edge Support: Renewing ................................................................................ 22
Renewing your services ........................................................................................................................... 22
Out-of-term services ................................................................................................................................. 23
Voice & Collaboration Support ........................................................................................................................ 24
Voice & Collaboration Support: Portals ....................................................................................................... 24
Requesting portal access ......................................................................................................................... 24
Retrieving your username or password ................................................................................................... 24
Navigating the portal ................................................................................................................................ 24
Creating and managing portal support tickets .......................................................................................... 24
Voice & Collaboration Support: Key Contacts ............................................................................................. 25

EMEA Customer Handbook | Readiness Support2

Voice & Collaboration Support: Contact Us ................................................................................................. 25
Voice & Collaboration Support: Orders ........................................................................................................ 25
Understanding the order stages ............................................................................................................... 26
Escalating your order ............................................................................................................................... 26
Voice & Collaboration Support: Repair & Maintenance ............................................................................... 26
Estimated time to resolve. ........................................................................................................................ 27
Raising, Updating or Escalating Repair Tickets. ...................................................................................... 27
Requesting a reason for outage (RFO) .................................................................................................... 27
Raising a Voice Complete change request .............................................................................................. 28
Receiving Colt planned maintenance notifications. ................................................................................. 28
Notifying Colt about your planned maintenance. ..................................................................................... 28
Voice & Collaboration Support: Billing ......................................................................................................... 28
Raising a new billing ticket request .......................................................................................................... 29
Requesting a billing ticket update ............................................................................................................ 29
Requesting service credit ......................................................................................................................... 29
Changing a service to another billing account ......................................................................................... 29
Requesting a company name or invoice address change ....................................................................... 30
Checking your bill before an invoice ........................................................................................................ 30
Requesting a statement of account .......................................................................................................... 30
Payment remittance ................................................................................................................................. 30
Raising a payment query .......................................................................................................................... 30
Voice & Collaboration: Renewing or Disconnecting .................................................................................... 30
Renewing your service(s) ......................................................................................................................... 30
Out of term services ................................................................................................................................. 31
Raising a disconnect ................................................................................................................................ 31
Checking disconnect status...................................................................................................................... 31
Security Support .............................................................................................................................................. 32
Security Support: Portals ............................................................................................................................. 32
Requesting Portal Access ........................................................................................................................ 32
Retrieving your username or password ................................................................................................... 32
Navigating the Portal ................................................................................................................................ 32
Creating and managing portal support tickets .......................................................................................... 32
Security Support: Key Contacts ................................................................................................................... 33
Security Support: Contact Us ....................................................................................................................... 33
Security Support: Orders ............................................................................................................................. 34
Understanding the order stages ............................................................................................................... 34
Escalating your order ............................................................................................................................... 35
Security Support: Repair & Maintenance ..................................................................................................... 35
Estimating time to resolve ........................................................................................................................ 35

EMEA Customer Handbook | Readiness Support3

Raising or viewing a new security repair ticket ........................................................................................ 35
Requesting a reason for outage (RFO) .................................................................................................... 36
Raising a change request or modification. ............................................................................................... 36
Receiving Colt planned maintenance notifications. ................................................................................. 36
Notifying Colt about your planned maintenance. ..................................................................................... 36
Managing your security services .............................................................................................................. 37
Security Support: Billing ............................................................................................................................... 37
Raising a new billing ticket request .......................................................................................................... 37
Requesting a billing ticket update ............................................................................................................ 37
Requesting service credit ......................................................................................................................... 37
Changing a service to another billing account ......................................................................................... 38
Requesting a company name or invoice address change ....................................................................... 38
Checking your bill before an invoice ........................................................................................................ 38
Requesting a statement of account .......................................................................................................... 38
Payment remittance ................................................................................................................................. 38
Raising a payment query .......................................................................................................................... 38
Security Support: Renewing or Disconnecting ............................................................................................ 39
Renewing your service(s) ......................................................................................................................... 39
Out of term services ................................................................................................................................. 39
Raising a disconnect ................................................................................................................................ 39
Checking disconnect status...................................................................................................................... 39

EMEA Customer Handbook | Readiness Support

4

Contact Us
Network Support+44 800 496 5000
Option 1, then 1 (24 hours)

Managed Hosting, Cloud &Edge Support+44 800 496 5000
Option 1, then Option 2 (24 hours)

Co-Location Support+44 800 496 5000
Option 1, then Option 2, then Option 1 (24 hours)

Billing Support+44 800 496 5000
Option 2 (08:00-17:00GMT)
email: emeabilling@colt.net

Activation Plug & Play Support +44 800 496 5000
Option 3
email: EMEA-CST-escalations@colt.net
Site Access Requests+44 800 496 5000
Option 4

Control Centre Support+44 800 496 5000
Option 5 (12:00-11:00GMT)
email: control.center@colt.net

SDWAN Versa Portal Support

Please contact your Customer Care Manager (CCM) or
your Account Team

Complaints

Please raise any complaints to your Account Manager, or
alternatively at Complaints - Colt Technology Services

Please note: Intl Freephone: 0080053363273

EMEA Customer Handbook | Readiness Support5

Network Support
Network: Portals
Manage your network services (except SD-WAN) using Control Centre.
Manage your SD-WAN with Versa networks service using SD-WAN Versa.

Requesting Portal AccessTo gain access to Control Centre, please contact your Account Manager or email
control.center@colt.net with your customer number, full name, and contact details.
••

If you are a new customer, contact your Colt representative.
To gain access to SD-WAN versa portal, please create a support ticket or contact your
Customer Care Manager.

Retrieving your username or password••

Learn how to retrieve your Control Centre username or password
Learn how to reset your SD-WAN Versa portal password

Navigating the Portal••

Learn more about using Control Centre.
Learn more about using SD-WAN Versa

For help and guidance on the Colt On Demand portal, visit our portal overview page.

Creating and managing portal support tickets
Portal support tickets should be raised if you have Control Centre portal issues, outages, or require
additional access for your user profile.
•

Portal:
o
o
o
o
o
o

•

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.

EMEA Customer Handbook | Readiness Support

6

•

Email: control.center@colt.net
o 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 andany supporting evidence (e.g., screenshots).
o To get information on the status, or request an update on an existing ticket, you willneed to provide your 8-digit portal support ticket reference number.

Network: Key Contacts
Below are key contacts for your Colt account depending on your request:
•
•
•
•
•
•
•
•
•

Sales or Product Migrations: Account Manager
Account Management and Renewals: Customer Success Professional
Service Design: Sales Engineer (SE)Configuration & 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 bepurchased at any time during your contract. If you are interested, please reach out to your AccountManager or Customer Success Manager.
••

Service Management for your Account: Customer Support Manager (CSM)
Dedicated Operational Support for your Account: Enhanced Technical Operations(ETOPs)Network: Contact Us
Network Support+44 800 496 5000
Option 1, then 1 (24 hours)

Co-Location Support+44 800 496 5000
Option 1, then Option 2, then Option 1 (24 hours)

Billing Support+44 800 496 5000
Option 2 (08:00-17:00GMT)
email: emeabilling@colt.net

EMEA Customer Handbook | Readiness Support7

Activation Plug & Play Support+44 800 496 5000
Option 3
email: EMEA-CST-escalations@colt.net

Site Access Requests+44 800 496 5000
Option 4

Control Centre Support+44 800 496 5000
Option 5 (12:00-11:00GMT)
email: control.center@colt.net

SDWAN Versa Portal Support

Please contact your Customer Care Manager (CCM) or yourAccount Team

Complaints

Please raise any complaints to your Account Manager, or
alternatively at Complaints - Colt Technology Services

Network: Orders
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

Estimated lead time
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 ofservice.

Understanding the order stages
To help you prepare for your new installation or modification order, visit our Readiness site. (If you
have ordered SD-WAN services, please read our specific SD-WAN readiness page.)
Outlined below are the key order-journey stages related to your service delivery:

EMEA Customer Handbook | Readiness Support

8

•

•
•
•

•

Confirm: Colt gathers technical information from your primary order contact to enable
timely, accurate delivery. Get prepared by taking a look at our local contacts
guidelines and site-preparation guide.
Design: Colt reserves network resources, finalizes your configuration requirements andconducts 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 theColt demarcation and self-activate using our self-activation guide. If you have activatedservices, then Colt will schedule activation slots directly with you. Billing then begins threedays after the service commencement date. View our billing commencement policy here.
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.

Escalating your orderTo escalate your order, email: emea.ccm.managers@colt.net

Network: Requesting Activation – Plug & Play Support
The Customer Support team (CST) can help you with self-activation or requesting a final patch. To
contact them, please use one of the methods below:•••

Portal: Follow our step-by-step guide to create an activation ticket.
Phone: +44 800 496 5000. Option 3 (24 hours).
Email: EMEA-CST-escalations@colt.net (ticket must be created first)

Note: Once you create an activation ticket, the CST team aims to respond within four hours.

Network: Repair & MaintenanceThe key references for Repair and Maintenance are your Service ID, Circuit ID or Ticket ID.
Colt has three 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.

EMEA Customer Handbook | Readiness Support

9

Estimated time to resolve.
Ticket resolution times will vary depending on the 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 1 hour.
• Impaired service (P2) repair tickets aim to be responded to within 4 hours.

Raising, Updating or Escalating Repair Tickets.
Repair tickets should be raised to report faults, incidents, or outages. Have your Service ID ready.
••Portal: Follow our step-by-step guide to create a repair ticket.
Phone: +44 800 496 5000 – Option 1, then 1, then 1 (24 hours)

Viewing or updating an existing repair ticket (have your Service ID ready):••

Portal: Follow our step-by-step guide to viewing a repair ticket update or status.
Phone: +44 800 496 5000 – Option 1, then 1, then 2 (24 hours)

Escalating an existing repair ticket (have your Service ID ready):••

Portal: Follow our step-by-step guide to escalating 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 5 times.

Requesting a reason for outage (RFO)
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: Follow our step-by-step guide on requesting an RFO.
Phone: +44 800 496 5000 - Option 1, then 1, then 1 (24 hours)

Note: RFOs can only be requested for closed tickets and can take up to 5 business days toprovide.

Raising a change request or modification
Change requests are non-billing impacting adds, changes, or removes / deletes to existing
services.
These are available for specific services outlined below. Table 1 shows change requests coveredfor HSIP, unmanaged DIA and MPLS / VPN without managed services. Table 2 shows the types

EMEA Customer Handbook | Readiness Support10

of change requests covered for managed DIA, SD-WAN and MPLS / VPN with managed services.
If you do not have managed services, this option will not be available to you.
Table 1 - HSIP, Unmanaged DIA and MPLS/VPN without managed services:
Unmanaged service change requests

Phone

PortalPortal Option

Add, change, or delete BGP session

Yes

Yes

BGP Routing

Add, change, or delete BGP multipath

Yes

Yes

BGP Routing

Add, change, or delete BGP multi-hop andTTL to BGP
Add, change, or delete MD5 authentication
or BGPYes

Yes

BGP Routing

Yes

Yes

BGP Routing

Add, change, or delete BGP blackholing
Add, change, or delete DNS RDNS PTR
records
Add, change, or delete connected route

Yes
Yes

Yes
Yes

BGP Routing
DNS Change

Yes

Yes

Connected Route

Add, change, or delete static route

Yes

Yes

Static RouteAdd new IP address block

Yes

Yes

New IP Address Allocation

Change export policy

Yes

n/a

n/a

Change ASN or loopback peering IP

Yes

n/a

n/a

Create a VLAN

Yes

n/a

n/a

Update the prefix list with new prefix pages

Yes

n/a

n/a

Create a LAG by bundling circuits on samerouter

Yes

n/a

n/a

•

Portal: Sign-in to Control Centre
o Follow this path: Services > Change Requests (in change request box) > New
Change Request > Internet & VPN.

•

Phone: +44 800 496 5000 - Option 1, then 1, then 1 (24 hours)

EMEA Customer Handbook | Readiness Support

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Table 2 - Change requests for managed services:Managed service change requests
Add a route/PVC
Add IP-Helper address on a LAN interface
Add a device/link
Add a subnet on a LAN interface
Change a route/PVC
Change a subnet on a LAN interface
Change an existing SNMP read string
Change BGP routing policies
Change IP-helper address on a LAN interface
Change ISDN SPID number
Change MD5 password
Change QOS Match Criteria
Change QOS specification
Change routing protocol distribution
Change speed / duplex of an interface
Remove a route/PVC

Phone Portal
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes

Remove a subnet on a LAN interface

Yes

Yes

Remove an IP-helper address on a LAN
interface

Yes

Yes

Portal Option
Add
Add
Add
Add
ChangeChangeChangeChangeChangeChangeChangeChangeChangeChangeChangeRemove /DeleteRemove /DeleteRemove /Delete•Portal: Sign-in to Control Centre
o Follow this path: Services > Change Requests (in change request box) > New
Change Request > Managed Network Services.

•

Phone: +44 800 496 5000 - Option 1, then 1, then 1 (24 hours)

For changes to wavelengths, Ethernet, cross connects, collaboration, private line and Ethernet
services, a modification order must be raised given there is a billing-impacting change. Contact
your Account Manager.

Raising a Colocation request for Site Access.
Colocation requests are used to gain temporary, permanent, or emergency access to Colt sites
and data centres. There are two sub-types of badge-requests:••

New Badge Request: Physical badge provided to your organisation, resellers and vendors
if frequently visiting a Colt location during or outside of business hours. This will bedelivered to the specified address.
Temporary Access: Temporary access to a Colt site location for infrequent visitors (<5days) or those without a physical badge during business hours.

EMEA Customer Handbook | Readiness Support

12

Please use the below methods to create or view a colocation request:• Portal:- Creating a colocation request for site access.
- Viewing the status of a colocation request.
• Phone:- +44 800 496 5000 – Option 1, then 4, then 1 (24 hours)- Cyxtera Colo +44 800 496 5000 – Option 1, then 2, then 1 (24 hours)
Note: All sites are accessible 24/7 and staffed Colt facilities are available between 08:00–17:00
local time without charge.

Raising a Field Tech Request (Billable).
A field tech request is used to send a Colt field technician to work or escort at a colocation site.
This is a billable request, and you will be charged at the standard rate. There are three sub-typesof field tech requests:• Scheduled / Basic Installation: > 72 hours’ notice.
• On Demand / Remedial Maintenance: 24–72 hours’ notice• Emergency: < 24 hours’ notice
Please use the below methods to create or view a field tech request:• Phone: +44 800 496 5000 – Option 1, then 4, then 2 (24 hours)• Email: FTSEMEA@colt.net
Note: All sites are accessible 24/7 and staffed Colt facilities are available between 08:00–17:00
local time without charge.

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

Portal: Sign-in to Control Centre Control Centre system administrators can create
notification settings for other users
o Follow this path: Admin, Notification Management, Add New Setting.
Email: change.management.emea@colt.net (Provide your customer number, full name,contact number, email and whether you would like to subscribe for maintenance and/or
ticket notifications.)

Notifying Colt about your planned maintenance.
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)EMEA Customer Handbook | Readiness Support

13

•

Email: change.management.emea@colt.net (Provide details of the service ID or circuit
ID(s) affected, the date and time of your planned maintenance.)

Managing your SD-WAN Service.
For helpful guidance on managing your SD-WAN service, including analytics and monitoring,please visit our SD-WAN support page.

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

Raising a new billing ticket request
Billing requests should be raised for any billing or invoice inquiries, disputes, name or addresschanges, 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: Follow our step-by-step guide on creating a billing request.
• Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
• Email: emeabilling@colt.net (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 billing account number (BAN).

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

Portal: Follow our step-by-step guide to viewing the status of a billing request
Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
Email: emeabilling@colt.net (Reference your ticket ID.)

Note: To escalate a ticket, contact us using the phone number or email above.

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

Portal: Sign-in to Control Centre
o Follow this path: Billing > Billing Requests. Create a new request. Select Invoice
Charge Dispute > SLA Outage.
Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
Email: emeabilling@colt.net (Provide the specified time period of the outage for review.)

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

EMEA Customer Handbook | Readiness Support

14

Changing a service to another billing accountTo change a service from one billing account to another, contact emeabilling@colt.net providing
the service ID and the associated BAN you would like to service to be billed under.

Requesting a company name or invoice address change
To request a company name or invoice address change, contact emeabilling@colt.net providing
your company name or address, company registration number and VAT number for both yourexisting entity and the new entity.

Checking your bill before an invoice
To check or identify potential errors in your bill before an official invoice is sent, we recommend
you 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: emeabilling@colt.net (Please 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.

Requesting a statement of accountTo request a statement of account, please use one of the methods below:•••

Portal: Sign-in to Control Centre
o Follow this path: Billing > Billing Requests > Select Invoice Question > Statementof Account.
Phone: +44 800 496 5000 - Option 2, then 2 (08:00–17:00 GMT)
Email: ap.emea@colt.net (Provide your billing account number (BAN)

Payment remittance
Please send payment remittances to remittances@colt.net 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).

Raising a payment query
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).

EMEA Customer Handbook | Readiness Support15

Network: Renewing or Disconnecting
Renewing your service(s)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 canprovide you with the most competitive offer prior to your service(s) term end date.

Out of term services
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.

Raising a disconnect
Disconnects can only be raised for out-of-term services and take up to 30 business days from thesubmission date to be completed. If you decide to disconnect or terminate a service during thecontractual term, an early termination charge will be applied.
To raise a disconnect request:• Contact your Account Manager or Customer Success Manager or,• Sign-in to Control Centre and follow this path: Services > Disconnect Requests (inchange request box) > 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.

Checking disconnect status
To check the status of your disconnect sign into the Portal here: Sign-in to Control Centre• Follow this path: Services > View (in order status box) > Click order number.

EMEA Customer Handbook | Readiness Support

16

Managed Hosting, Cloud & Edge Support
Managed Hosting, Cloud & Edge: Contact Us
Managed Hosting, Cloud &Edge Support+44 800 496 5000
Option 1, then Option 2 (24 hours)

Co-Location Support+44 800 496 5000
Option 1, then Option 2, then Option 1 (24 hours)

Billing Support+44 800 496 5000
Option 2 (08:00-17:00GMT)
email: emeabilling@colt.net

Site Access Requests+44 800 496 5000
Option 4

Complaints

Please raise any complaints to your Account Manager, or
alternatively at Complaints - Colt Technology Services*Please note: Intl Freephone: 0080053363273

Managed Hosting, Cloud & Edge: Portals
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.

Requesting portal accessTo gain access to Managed Services portal, contact your master user or email
request@mail.colt.net with your customer number, full name, and contact details.

Retrieving your username or password
Learn how to reset your Managed Services portal password.

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

EMEA Customer Handbook | Readiness Support

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Portal outages or portal issues
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: incident@mail.colt.net Provide your customer number or billing account number, adescription of the issue, and any supporting evidence (e.g., screenshots).)

Managed Hosting, Cloud & Edge Support: Key Contacts
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 & 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 bepurchased at any time during your contract. If you are interested, please reach out to your AccountManager 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)

EMEA Customer Handbook | Readiness Support

18

Managed Hosting, Cloud & Edge: Contact Us
Managed Hosting, Cloud &Edge Support+44 800 496 5000
Option 1, then Option 2 (24 hours)

Co-Location Support+44 800 496 5000
Option 1, then Option 2, then Option 1 (24 hours)

Billing Support+44 800 496 5000
Option 2 (08:00-17:00GMT)
email: emeabilling@colt.net

Site Access Requests+44 800 496 5000
Option 4

Complaints

Please raise any complaints to your Account Manager, or
alternatively at Complaints - Colt Technology Services*Please note: Intl Freephone: 0080053363273

Managed Hosting, Cloud & Edge Support: Orders
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

Understanding the order stages
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.

Escalating your orderTo escalate your order, email: emea.ccm.managers@colt.net

EMEA Customer Handbook | Readiness Support

19

Managed Hosting, Cloud & Edge Support: Repair & MaintenanceThe key references for repair and maintenance are your site ID or ticket ID.

Raising a new support ticket
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)

Requesting or viewing a support ticket update
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)

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

Receiving Lumen planned maintenance notifications
To receive notifications for Lumen planned maintenance, use one of the methods below:••

Phone: +44 800 496 5000 - Option 1, then 2 (24 hours)
Email: request@mail.colt.net (Provide your customer number, full name, contact number,email, and whether you would like to subscribe for maintenance and/or ticket notifications.)

Notifying Lumen about your planned maintenance
To notify Lumen 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: request@mail.colt.net (Provide your customer number, full name, contact number,email, and whether you would like to subscribe for maintenance and/or ticket notifications.)

EMEA Customer Handbook | Readiness Support

20

Managed Hosting, Cloud & Edge Support: Billing
Important: In most cases, you will need your billing account number (BAN) or Invoice accountnumber.

Raising a new billing ticket request
Billing requests should be raised for any billing or invoice inquiries, disputes, name or addresschanges, 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: Follow our step-by-step guide on creating a billing request.
• Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
• Email: emeabilling@colt.net (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 billing account number (BAN).

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

Portal: Follow our step-by-step guide to viewing the status of a billing request
Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
Email: emeabilling@colt.net (Reference your ticket ID.)

Note: To escalate a ticket, contact us using the phone number or email above.

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

Portal: Sign in to Managed Services portal
o Follow this path: Billing > Billing Requests > Invoice Charge Dispute > SLA
Outage.
Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
Email: emeabilling@colt.net (Provide the specified time period of the outage for review.)

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

Changing a service to another billing accountTo change a service from one billing account to another, contact emeabilling@colt.net providing
the service ID and the associated BAN you would like to service to be billed under.

EMEA Customer Handbook | Readiness Support

21

Requesting a company name or invoice address change
To request a company name or invoice address change, contact emeabilling@colt.net providing
your company name or address, company registration number and VAT number for both yourexisting entity and the new entity.

Checking your bill before an invoice
To check or identify potential errors in your bill before an official invoice is sent, we recommend
you 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: emeabilling@colt.net (Please 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.

Requesting a statement of accountTo request a statement of account, please use one of the methods below:•••

Portal: Sign in to Managed Services portal
o Follow this path: Billing > Billing Requests > Invoice Question > Statement of
Account.
Phone: +44 800 496 5000 - Option 2, then 2 (08:00–17:00 GMT)
Email: ap.emea@colt.net (Provide your billing account number - BAN).

Payment remittance
Please send payment remittances to remittances@colt.net 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).

Raising a payment query
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).

Managed Hosting, Cloud & Edge Support: Renewing
Renewing your services
There are two different types of renewals with Colt:•

Service renewal: Single or multiple services renewed separately under different
agreements.

EMEA Customer Handbook | Readiness Support

22

•

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 canprovide you with the most competitive offer prior to your service(s) term end date.

Out-of-term services
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.

EMEA Customer Handbook | Readiness Support

23

Voice & Collaboration Support
Voice & Collaboration Support: Portals•

Control Centre is the portal used to manage most collaboration services and voice over IP(VoIP) services.

Requesting portal accessTo gain access to Control Centre, Voice Feature Management, or the VoIP Portal, contact yourAccount Manager or email control.center@colt.net with your customer number, full name, andcontact details.
If you are a new customer, contact your Colt representative.

Retrieving your username or password••

Learn how to retrieve your Control Centre username or password.
To reset your password for Voice Feature Management or VoIP portal, email
control.center@colt.net

Navigating the portal•

Learn more about using Control Centre

Creating and managing portal support tickets
Portal support tickets should be raised if you have Control Centre portal issues, Voice FeatureManagement or VoIP portal issues, outages, or require additional access for your user profile.
•

Portal:
o
o
o
o
o
o

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: control.center@colt.net
o 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 andany supporting evidence (e.g., screenshots).

EMEA Customer Handbook | Readiness Support24

oTo get information on the status, or request an update on an existing ticket, you willneed to provide your 8-digit portal support ticket reference number.

Voice & Collaboration Support: Key Contacts
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 & 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 bepurchased at any time during your contract. If you are interested, please reach out to your AccountManager or Customer Success Manager.

Voice & Collaboration Support: Contact Us
Voice & Collaboration Support+44 800 496 5000
Option 1, then Option 1, then Option 1 (24 hours)

Billing Support+44 800 496 5000
Option 2 (08:00-17:00GMT)
email: emeabilling@colt.net

Control Centre Support+44 800 496 5000
Option 5 (12:00-11:00GMT)
email: control.center@colt.net

Complaints

Please raise any complaints to your Account Manager, or
alternatively at Complaints - Colt Technology Services*Please note: Intl Freephone: 0080053363273

Voice & Collaboration Support: Orders
The key references for orders are your order number or service ID.

EMEA Customer Handbook | Readiness Support25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

Estimated lead time: (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 ofservice.

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

•
•
•

•

Confirm: Colt gathers technical information from your primary order contact to enable
timely, accurate delivery. Get prepared by taking a look at our local contacts
guidelines and site-preparation guide.
Design: Colt reserves network resources, finalizes your configuration requirements andconducts 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 theColt demarcation and self-activate using our self-activation guide. If you have activatedservices, then Colt will schedule activation slots directly with you. Billing then begins threedays after the service commencement date. View our billing commencement policy here.
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.

Escalating your orderTo escalate your order, email: emea.ccm.managers@colt.net

Voice & Collaboration Support: Repair & MaintenanceThe key references for Repair and Maintenance are your Service ID, Circuit ID or Ticket ID.
Colt has three distinct types of tickets:• Repair ticket: Used to report faults, incidents or outages on a service.

EMEA Customer Handbook | Readiness Support

26

•
•

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.

Estimated time to resolve.
Ticket resolution times will vary depending on the 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 1 hour.
• Impaired service (P2) repair tickets aim to be responded to within 4 hours.

Raising, Updating or Escalating Repair Tickets.
Repair tickets should be raised to report faults, incidents, or outages. Have your Service ID ready.
••Portal: Follow our step-by-step guide to create a repair ticket.
Phone: +44 800 496 5000 – Option 1, then 1, then 1 (24 hours)

Viewing or updating an existing repair ticket (have your Service ID ready):••

Portal: Follow our step-by-step guide to viewing a repair ticket update or status.
Phone: +44 800 496 5000 – Option 1, then 1, then 2 (24 hours)

Escalating an existing repair ticket (have your Service ID ready):••

Portal: Follow our step-by-step guide to escalating 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 5 times.

Requesting a reason for outage (RFO)
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: Follow our step-by-step guide on requesting an RFO.

EMEA Customer Handbook | Readiness Support27

•

Phone: +44 800 496 5000 - Option 1, then 1, then 1 (24 hours)

Note: RFOs can only be requested for closed tickets and can take up to 5 business days toprovide.

Raising a Voice Complete change request
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 Centre
o Follow this path: Services > Change Requests (in change request box) > 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.

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

Portal: Sign-in to Control Centreo Control Centre system administrators can create notification settings for other users▪ Follow this path: Admin, Notification Management, Add New Setting.
o Control Centre users can create notification settings for themselves:▪ Click your username, then click Notifications. Click Add New Setting.
Email: change.management.emea@colt.net (Provide your customer number, full name,contact number, email and whether you would like to subscribe for maintenance and/or
ticket notifications.)

Notifying Colt about your planned maintenance.
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: change.management.emea@colt.net (Provide details of the service ID or circuit
ID(s) affected, the date and time of your planned maintenance.)

Voice & Collaboration Support: Billing
Important: In most cases, you will need your billing account number (BAN) or Invoice accountnumber.

EMEA Customer Handbook | Readiness Support

28

Raising a new billing ticket request
Billing requests should be raised for any billing or invoice inquiries, disputes, name or addresschanges, 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: Follow our step-by-step guide on creating a billing request.
• Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
• Email: emeabilling@colt.net (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 billing account number (BAN).

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

Portal: Follow our step-by-step guide to viewing the status of a billing request
Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
Email: emeabilling@colt.net (Reference your ticket ID.)

Note: To escalate a ticket, contact us using the phone number or email above.

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

Portal: Sign-in to Control Centre
o Follow this path: Billing > Billing Requests. Create a new request. Select Invoice
Charge Dispute > SLA Outage.
Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
Email: emeabilling@colt.net (Provide the specified time period of the outage for review.)

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

Changing a service to another billing accountTo change a service from one billing account to another, contact emeabilling@colt.net providing
the service ID and the associated BAN you would like to service to be billed under.

EMEA Customer Handbook | Readiness Support

29

Requesting a company name or invoice address change
To request a company name or invoice address change, contact emeabilling@colt.net providing
your company name or address, company registration number and VAT number for both yourexisting entity and the new entity.

Checking your bill before an invoice
To check or identify potential errors in your bill before an official invoice is sent, we recommend
you 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: emeabilling@colt.net (Please 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.

Requesting a statement of accountTo request a statement of account, please use one of the methods below:•••

Portal: Sign-in to Control Centre
o Follow this path: Billing > Billing Requests > Select Invoice Question > Statementof Account.
Phone: +44 800 496 5000 - Option 2, then 2 (08:00–17:00 GMT)
Email: ap.emea@colt.net (Provide your billing account number (BAN).

Payment remittance
Please send payment remittances to remittances@colt.net 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).

Raising a payment query
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).

Voice & Collaboration: Renewing or Disconnecting
Renewing your service(s)There are two different types of renewals with Colt:•

Service renewal: Single or multiple services renewed separately under different
agreements.

EMEA Customer Handbook | Readiness Support30

•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 canprovide you with the most competitive offer prior to your service(s) term end date.

Out of term services
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.

Raising a disconnect
Disconnects can only be raised for out-of-term services and take up to 30 business days from thesubmission date to be completed. If you decide to disconnect or terminate a service during thecontractual term, an early termination charge will be applied.
To raise a disconnect request:• Contact your Account Manager or Customer Success Manager or,• Sign-in to Control Centre and follow this path: Services > Disconnect Requests (inchange request box) > 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.

Checking disconnect status
To check the status of your disconnect sign into the Portal here: Sign-in to Control Centre• Follow this path: Services > View (in order status box) > Click order number.

EMEA Customer Handbook | Readiness Support

31

Security Support
Security Support: Portals
Use the Security Solutions portal (accessed from Control Centre) to manage Firewalls, Adaptive
Network Security (ANS), Managed Security Services, Adaptive Threat Intelligence (ATI) security
services.
The SavvisStation MSS portal is used to manage your Security Log Monitoring (SLM) service.

Requesting Portal AccessTo gain access to Control Centre, and the security solutions section, Security Log Monitoring(SLM) portal, or the DDoS Mitigation and Reporting Portal please contact your Account Manager
or email control.center@colt.net with your customer number, full name, and contact details.
If you are a new customer, contact your Colt representative.

Retrieving your username or password••

Learn how to retrieve your Control Centre username or password
To reset your password for the DDoS Mitigation Reporting portal, email
control.center@colt.net

Navigating the Portal••

Learn more about the Security Solutions portal
Learn more about the DDoS Mitigation and Reporting portal

Creating and managing portal support tickets
Portal support tickets should be raised if you have Control Centre portal issues, outages, or require
additional access for your user profile.
•

Portal:
o
o
o
o
o
o

•

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.

EMEA Customer Handbook | Readiness Support32

•

Email: control.center@colt.net
o 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 andany supporting evidence (e.g., screenshots).
o To get information on the status, or request an update on an existing ticket, you willneed to provide your 8-digit portal support ticket reference number.

For issues with Security Logging Monitoring, please call +44 800 496 5000, Option 1, then Option
3, Option 3 (24 hours)

Security Support: Key Contacts
Below are key contacts for your Colt account depending on your request:
•
•
•
•
•
•
•
•
•

Sales or Product Migrations: Account Manager
Account Management and Renewals: Customer Success Professional
Service Design: Sales Engineer (SE)Configuration & 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 bepurchased at any time during your contract. If you are interested, please reach out to your AccountManager or Customer Success Manager.
•••

Service Management for your Account: Customer Support Manager (CSM)
Dedicated Operational Support for your Account: Enhanced Technical Operations(ETOPs)
Dedicated security manager for your account: security account manager (SAM)

Security Support: Contact Us
Managed Security Support+44 800 496 5000
Option 1, then Option 3 (24 hours)

DDoS Support+44 800 496 5000
Option 1, then Option 3, Option 1 (24 hours)

EMEA Customer Handbook | Readiness Support

33

Managed Firewall+44 800 496 5000
Option 1, then Option 3, Option 2 (24 hours)

Security Log Monitoring (SLM)+44 800 496 5000
Option 1, then Option 3, Option 3 (24 hours)

Billing Support+44 800 496 5000
Option 2 (08:00-17:00GMT)
email: emeabilling@colt.net+44 800 496 5000
Option 5 (12:00-11:00GMT)
email: control.center@colt.net
Please raise any complaints to your Account Manager, or
alternatively at Complaints - Colt Technology Services

Control Centre Support

Complaints*Please note: Intl Freephone: 0080053363273

Security Support: Orders
The key references for orders are your order number or service ID. Colt has two distinct types oforders:••

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

Estimated lead time: (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 ofservice.

Understanding the order stages
To help you prepare for your new installation or modification order, visit our Readiness site. (If you
have ordered SD-WAN services, please read our specific SD-WAN readiness page.)
Outlined below are the key order-journey stages related to your service delivery:•••

Confirm: Colt gathers technical information from your primary order contact to enable
timely, accurate delivery. Get prepared by taking a look at our local contacts
guidelines and site-preparation guide.
Design: Colt reserves network resources, finalizes your configuration requirements andconducts 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.

EMEA Customer Handbook | Readiness Support

34

•
•

Activate: Colt will schedule activation slots directly with you. Billing then begins three days
after the service commencement date. View our billing commencement policy here.
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.

Escalating your orderTo escalate your order, email: emea.ccm.managers@colt.net

Security Support: Repair & MaintenanceThe key references for repair and maintenance of security services are yourservice ID or ticket ID. Colt has two types of security tickets:••

Security repair ticket: Used to report faults, incidents, or outages on a service.
Security change request: Used to make a non-billing impacting change
to an existing service.

Note: The tickets above are managed by the Colt Security Operations Centre (SOC).

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

Raising or viewing a new security repair ticket
Security repair tickets should be raised to report faults, incidents, or outages on security services.
To raise a new security repair ticket, please have your service ID to hand and use one of themethods below:••

Portal: Learn how to create a security repair ticket for all security services except Security
Log Monitoring and view an existing ticket Learn how to view the status of a security repair
ticket.
Phone: +44 800 496 5000 - Option 1, then Option 3 (24 hours)
o Submenu Security Options:▪ Option 1: DDoS
▪ Option 2: Managed Firewall▪ Option 3: Security Log Management (SLM)For Security Log Monitoring, sign in to the SavvisStation MSS portal. Click Support > Create.
Escalating an existing repair ticket (have your Service ID ready):••

Portal: Follow our step-by-step guide to escalating a repair ticket.
Phone: +44 800 496 5000 – Option 1, then 1, then 3 (24 hours)

EMEA Customer Handbook | Readiness Support

35

Note: Escalations can be raised once per hour, a maximum of 5 times.

Requesting a reason for outage (RFO)
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: Follow our step-by-step guide on requesting an RFO for your security repair ticket.
Phone: +44 800 496 5000 - Option 1, then 1, then 1 (24 hours)

Note: RFOs can only be requested for closed tickets and can take up to 5 business days toprovide.

Raising a change request or modification.
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:oo•

For all security services except Security Log Monitoring: Learn how to create asecurity change request.
For Security Log Monitoring, sign in to the SavvisStation MSS portal.
Click Support > Create.

Phone: +44 800 496 5000 - Option 1, then 3 (24 hours)

For changes which impact your bill, please contact your Account Manager.

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

Portal: Sign-in to Control Centreo Control Centre system administrators can create notification settings for other users▪ Follow this path: Admin, Notification Management, Add New Setting.
o Control Centre users can create notification settings for themselves:▪ Follow this path: Click your username, Notifications, Add New Setting.

•

Email: change.management.emea@colt.net (Provide your customer number, full name,contact number, email and whether you would like to subscribe for maintenance and/or
ticket notifications.)

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

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•

Phone: +44 800 496 5000 – Option 4 (09:00-17:00 GMT)
Email: change.management.emea@colt.net (Provide details of the service ID or circuit
ID(s) affected, the date and time of your planned maintenance.)

Managing your security services
For helpful guidance on managing your security services, please visit the below links depending on
your service. Note, guides are not available for all security services.
••••

Adaptive Network Security
Managed Security
DDoS Mitigation Service
Adaptive Threat Intelligence

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

Raising a new billing ticket request
Billing requests should be raised for any billing or invoice inquiries, disputes, name or addresschanges, 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: Follow our step-by-step guide on creating a billing request.
• Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
• Email: emeabilling@colt.net (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 billing account number (BAN).

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

Portal: Follow our step-by-step guide to viewing the status of a billing request
Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
Email: emeabilling@colt.net (Reference your ticket ID.)

Note: To escalate a ticket, contact us using the phone number or email above.

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

Portal: Sign-in to Control Centre

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o

•
•

Follow this path: Billing > Billing Requests. Create a new request. Select Invoice
Charge Dispute > SLA Outage.
Phone: +44 800 496 5000 - Option 2, then 1 (08:00–17:00 GMT)
Email: emeabilling@colt.net (Provide the specified time period of the outage for review.)

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

Changing a service to another billing accountTo change a service from one billing account to another, contact emeabilling@colt.net providing
the service ID and the associated BAN you would like to service to be billed under.

Requesting a company name or invoice address change
To request a company name or invoice address change, contact emeabilling@colt.net providing
your company name or address, company registration number and VAT number for both yourexisting entity and the new entity.

Checking your bill before an invoice
To check or identify potential errors in your bill before an official invoice is sent, we recommend
you 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: emeabilling@colt.net (Please 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.

Requesting a statement of accountTo request a statement of account, please use one of the methods below:•••

Portal: Sign-in to Control Centre
o Follow this path: Billing > Billing Requests > Select Invoice Question > Statementof Account.
Phone: +44 800 496 5000 - Option 2, then 2 (08:00–17:00 GMT)
Email: ap.emea@colt.net (Provide your billing account number (BAN).

Payment remittance
Please send payment remittances to remittances@colt.net 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).

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

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

Security Support: Renewing or Disconnecting
Renewing your service(s)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 canprovide you with the most competitive offer prior to your service(s) term end date.

Out of term services
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.

Raising a disconnect
Disconnects can only be raised for out-of-term services and take up to 30 business days from thesubmission date to be completed. If you decide to disconnect or terminate a service during thecontractual term, an early termination charge will be applied.
To raise a disconnect request:• Contact your Account Manager or Customer Success Manager or,• Sign-in to Control Centre and follow this path: Services > Disconnect Requests (inchange request box) > 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.

Checking disconnect status
To check the status of your disconnect sign into the Portal here: Sign-in to Control Centre• Follow this path: Services > View (in order status box) > Click order number.

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