Value Added Services - BT.com

Value Added ServicesBringing it all togetherManage your voice and data solutions through BT’sValue Added ServicesWhy get involved in the technicalities? BT’s Value Added Servicesgive you peace of mind by delegating the responsibility for thein-life management and performance of your voice and datasolutions to BT.Securing your businessWith the convergence of technologies and the introduction ofbusiness-critical bandwidth-intensive voice and data applications, thedemands on your network and the demands on your IT infrastructuremanagement teams are certain to increase. By selecting a level ofService Management from BT’s range of pre-packaged or pick andmix service solutions, you can benefit from BT’s expertise in themanagement of IT infrastructure at a level that suits you, enablingyou to refocus on your core business activities.“Working with BT has been a breeze – quitesimply there have been no major problems orhiccups at all. BT has demonstrated that itspeople know IP technology and can support itend to end. In addition we believe that BT will beable to help us going forward as the technologyevolves”.— Roger Chappè de Lè onval, IT Manager, SABMiller plcBenefitsValue Added Services draw on BT’s experience and expertise, helpingyou get the maximum value, performance and availability from yourvoice and data solutions.• Run a modern communications network, including the capabilityto adapt your network as the needs of your business change or newtechnologies become available• Maximise availability, ensuring that problems are fixed with theminimum of disruption to users in the shortest possible time, andenabling your business to remain competitive in an environmentwhich is ever more dependent on reliable communicationstechnology• Monitor performance, providing information about applicationperformance over your network infrastructure, enabling theoptimisation of both the design and performance of applicationsusing the network• Consolidate all your maintenance and management needs onto asingle contract, with a single bill and a single point of contact foryour solutions in-life service management• Delegate management responsibilities to BT for the in-lifemanagement of your solution, reducing operational costs andgiving you peace of mindThis will contribute to the overall effectiveness of your business by:• Maximising availability of business-critical applications, which inturn will maximise the return on investment in your infrastructure• Enabling you to refocus activities on other business-criticalapplications and other core business activities

Key featuresWhether you prefer to retain overall ownership for your solution andwork in close partnership with BT or take a step back and let BT takeon the day-to-day responsibilities of running and managing yoursolution, we have a range of services to suit you.Incident and Problem Management – in the event of a fault, BT hasthe skills, capability and state-of-the-art diagnostic tools todetermine the cause of the problem swiftly and accurately, over 70percent of the time, without the need to send an engineer to site.Using our dedicated service desk, we will:• aim to answer your calls within 15 seconds• take end-to-end ownership of the fault through to resolution• aim to fix your fault within the agreed Service Level Agreements(usually 5 hours)Proactive Fault Management – building on the benefits of Incidentand Problem Management, you can choose to upgrade to ourproactive monitoring service, which we’ll use to locate problems –often before they become service affecting – by the use of powerfulproactive monitoring systems. Not only will this service inform you oflive or potential failures, but also it will pinpoint the cause of aproblem, reducing downtime and increasing the effectiveness of yourbusiness.Change Management – BT takes the risk out of completing essentialconfiguration tasks by matching the appropriate skilled resource toyour requirements and delivering this remotely from our world-classnetwork management infrastructure. We offer Configuration Change,Archiving and Restoration and Software Upgrades – all essentialrequirements for running a modern secure communications solution.Performance Reporting – measurement of usage is key to ensuringflawless business performance. BT offers performance-monitoringservices which help you to keep up to date with the status of yourvoice and data networks and provide near real-time health statusreports and information about application performance over thenetwork infrastructure. This optimises both the design andperformance of applications using the network. If you cannotmeasure it, you cannot manage it!How it worksValue Added Services are sold in addition to BT’s TotalCare,StandardCare, and PromptCare Maintenance Services.Whether you are new to BT or upgrading your existing BT contract wewill take responsibility for the supply, installation and maintenance ofyour network components.You can select one of our 4 flexible service packages, whichincorporate varying levels of service capability to meet your businessrequirements.Or you have the option to pick and mix services from our portfolio ofValue Added Services to design your own range of capability to suityour unique business needs.Terms and Conditions applyWhy BTBT’s in-depth knowledge and experience, coupled with the use ofsophisticated remote diagnostic tools and platforms, helps ensurethat your network provides reliable service at all times. Extra qualityassurance is provided through the personal attention of a dedicatedService Relationship Manager, acting as a consultant and championfor the whole of your communications infrastructure.All services described are subject toTermsand Conditions. For furtherinformation:Visit www.bt.com/convergentsolutionsCall us on Freefone 0800 389 48 48Contact your BT Account ManagerCustomer Service Management – take advantage of our dedicatedService Managers, who will work in partnership with you for theduration of your contract. With regular face-to-face service reviews,the Service Manager will provide a single, expert point of contact forall of your in-life service performance and managementrequirements.Offices worldwideThe services described in this publication are subject to availabilityand may be modified from time to time. Services and equipmentare provided subject to British Telecommunications plc’srespective standard conditions of contract. Nothing in thispublication forms any part of any contract.British Telecommunications plc 2007.Registered office: 81 Newgate Street, London EC1A 7AJRegistered in England No: 1800000PHME 52525