1 PSN Services Service Descriptions - Government Procurement ...

Daisy shall provide the capability to expedite the fault resolution process by raising the service level
of lines if required.
Account Management
The Customer shall have a dedicated service team within Daisy.
The Account Manager and Team shall be responsible for running all aspects of the Customers
account 24/7, 365 days of the year and shall be the primary interface for all matters between Daisy and
the Customer.
Direct dial telephone numbers, mobile numbers and email addresses shall be provided for each
member of the account management team. Daisy shall provide a single contact number for all services
and direct dial numbers for the Account Manager (and team) shall be provided so that any urgent issues
the Customer may have can be acted on immediately.
This single point of contact shall be for all issues including fault resolution, ordering/cancelling lines,
quotations, moves and changes, billing and any general account queries.
Security Accreditation
Daisy shall ensure that the management of the ISDN services shall be linked to the ISO27001
requirements and, where practicable, the enhanced CESG requirements for telecommunications shall be
applied both within Daisy and its third parties (BT). As part of the Customer/Consumer engagement
process the security requirements shall be the subject of formal risk assessment with
Customer/Consumer organisations to ensure that the integrity of the Customer’s/Consumer’s security
model is not compromised and that compliance with the PSN codes can be maintained.
VOICE CALLS – packages and minutes
Daisy shall provide outbound local, regional, national, non-geographic, international calls, calls to
mobile networks and all other standard call types.
Customer lines shall be connected via concentrators onto digital local exchange switches. The reach
and distribution of the concentrators shall be governed by the technical limitations and economics of
the access network. The local exchanges provide the intelligence to route calls according to Customer
profiles and destination numbers.
Access shall be via carrier preselect (CPS) or indirect access (IDA) where the routing code is
programmed locally.
Where a call is routed by CPS, the originating operator shall prefix the Customer’s dialled digits with
the ‘CPS access code’ before passing the call across the Point of Interconnection. The CPS access code
ensures routing through the originating operator’s network to the Point of Interconnection. Where a
pre-selected call is dialled using the local dialling format, the originating operator shall insert the leading
zero and area code between the CPS access code and the dialled number.
CPS facilities shall not apply to operator controlled calls, including transfer charge calls. Operator
and other special services of CPS Operators shall be accessed using the appropriate indirect access code.
A CPS access code shall be a 4 digit non-diallable prefix.
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