CSC服务处理流程.pdf

版本 ED 4 文件编号 Document Number 8DA 09901 2095 QRCVQ 1 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 CSC 服务处理流程CSC 服务处理流程 CSC Service Request Handling Process CSC Service Request Handling Process 编制 Prepare 汪晓敏 审核 Review 孙肇平 批准 Approve 蒋新明 张 彦 版本 ED 4 文件编号 Document Number 8DA 09901 2095 QRCVQ 2 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 更改历史 更改历史 Revision history 版本 ED 日期 DATE 更改次第 CHANGE TIMES 更改条号 CHANGE ITEM 编制 PREPARE 审核 REVIEW 批准 APPROVE 版本 ED 日期 DATE 更改次第 CHANGE TIMES 更改条号 CHANGE ITEM 编制 PREPARE 审核 REVIEW 批准 APPROVE 1 0 2002 9 16 张铭 蒋新明 朱苏杭 Andrew Young 2 0 2003 11 7 周建雄 蒋新明 夏方芳 Andrew Young 2 0 2005 5 31 1 全文 周建雄 孙肇平 蒋新明 张彦 3 0 2005 10 8 1 3 1 6 3 3 汪晓敏 孙肇平 蒋新明 张彦 3 06 10 25 2 全文 汪晓敏 孙肇平 蒋新明 张彦 版本 ED 4 文件编号 Document Number 8DA 09901 2095 QRCVQ 3 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 目录 Contents 目录 Contents 1 目的 Purpose 4 2 范围 Scope 4 3 定义与缩略语 Definitions and abbreviations 4 4 相关文件 Relevant documents 6 5 职责 Responsibility 7 5 1 CSC 7 5 2 BRANCH 8 5 3 FES OPM 8 5 4 BD 9 6 管理内容 Management contents 9 7 记录 Records 12 附录 A CSC 服务流程图 APPENDIX A CSC Service Process 13 附录 B 保内服务级别协议 APPENDIX B Service Level Agreement in warranty 14 附录 C 技术问题分级定义 APPENDIX C Technical Problem Severity Definiton 18 版本 ED 4 文件编号 Document Number 8DA 09901 2095 QRCVQ 4 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 1 目的 Purpose 1 目的 Purpose 本文档是 CSC 在受理客户的服务请求后 ASB 内部处理流程的描述 通过 ASB 客户服务中心 用户可以直接进行咨询 投诉及产品故障申告 客户服务中心针对 不同类型的服务请求 按本流程的规则进行处理 最大程度的满足客户需求 并通 过跟踪回访提高客户满意度 提升公司形象 This document describes customer request handling process of ASB Customer Service Center Via ASB Customer Service Center customers may report their technical problems inquiries and complaints Under this process Customer Service Center handles service requests fulfill customer needs and enhance customer service satisfaction by tracking and surveys 2 范围 Scope 2 范围 Scope 本文档所描述的 CSC 服务处理流程适用于 ASB 销售的所有产品 This process applies to all ASB products 3 定义与缩略语 Definitions and abbreviations 3 定义与缩略语 Definitions and abbreviations 3 1 定义 Definitions 服务请求 SR Service Request 所有关于服务和技术支持的用户请求 服务请求可 分为咨询 投诉 计划性服务 技术咨询服务 故 障技术支持服务五类 All customer request about service and tech support Service Request can be categorized in Inquiry complaint technical inquiry planned service technical problem 一般咨询服务 Inquiry 除技术咨询外的咨询服务请求 主要包括 售前咨询 信息 项目管理问题 维修咨询 终端产品服务等 Inquiries except technical inquiries Include pre sales inquiries hardware repair inquiries end user inquiries etc 投诉 Complaint 由于 ASB 的产品 服务或管理流程未能及时解决问 题或满足用户需求而导致用户明显不满 客户要求 ASB 限期答复和解决问题 这些问题已经难以通过公 司一般流程予以解决 ASB product service process can not meet customer s requirement or solve problem and result in customers obvious dissatisfaction 技术咨询服务 Technical Inquiry 包括 客户技术咨询 如 咨询产品特性参数 咨询 日常操作维护方法等 索要技术资料或软件 如 版本 ED 4 文件编号 Document Number 8DA 09901 2095 QRCVQ 5 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 索要驱动程序 需要操作说明或使用手册等技术资 料 等问题 After sales technical inquiries include daily maintenance questions product feature inquires documentation requirements etc 计划性服务 Planned Service 包括 巡检 日常检修 维护 网优 升版 扩容 打补丁 割接 系统升位及协助用户进行机房搬迁和 日常维护操作等问题 Services those planned but not immediate Include network inspection network optimization upgrading expanding cut over migration and daily maintenance etc 故障技术支持服务 Technical Problem 由于设备发生故障 需要向用户提供技术支持的服务 Technical support services provided when product system failure occurs SLA 服务级别协议 Service Level Agreement 问题按时解决率 FRT 问题在规定的 SLA 约定时间内按时解决比率 Fix Response Time 超时问题解决率 OFR 超过 SLA 约定时间的问题的解决比率 Overdue Problem report Fix Responsiveness L1 服务 现场工程师提供的服务 少数未移交产品由 BD 提 供 L1 的现场服务 Service provided by L1 engineers L2 服务 由于技术力量有限 针对 L1 无法解决的技术问 题 而由 BD 的 TAC 提供的服务 Service provide by BD TAC L3 服务 由于技术力量有限 针对 L2 无法解决的技术问 题 而由 BD 的 TEC 提供的服务 Service provide by BD TEC 3 2 缩略语 Abbreviations BG 业务集团 Business Group BD 事业部 Business Division TAC 技术支援部 Technical Assistant Center TEC 技术支援专家组 Technical Expert Center BR 分公司 Branch BR SGM 分公司工程服务总经理 版本 ED 4 文件编号 Document Number 8DA 09901 2095 QRCVQ 6 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 Branch Office General Manager Service BR PM 分公司项目经理 Branch Office Project Manager BR TM 分公司技术经理 Branch Office Technical Manager ISE 工程服务部 Implementation in warranty service should be performed under its related SLA deadline in the equipment contract or the standard SLA in 版本 ED 4 文件编号 Document Number 8DA 09901 2095 QRCVQ 12 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 APPENDIX B for out of warranty service we should response to customer for critical outage in time in spite of there is no deadline 6 9 分公司或 BD 支持人员在服务处理过程中应注意及时与用户进行沟通 并在 CSC 相应系统中更新问题处理最新进展和处理结果 Throughout the service request handling process BR has the responsibility to communicate with customer about status and results and update it in CSC information system 6 10 用户服务请求的关闭必须得到用户的认可 如用户的服务请求已超出产品服务的 范畴 如涉及产品新功能 商务等事宜 可通过公司其它流程处理解决 支持人 员需做好用户的解释和协调工作 Before closing the SR it is necessary to get the customer s permit If the customer s request has extended the service scope For instance new product feature business item and so on it will be managed in other process The support engineer shall explain the information to the customer 6 11 在服务完成记录关闭后 CSC 将根据情况对服务的结果进行客户满意度回访 回 访的结果和改进意见将告知相应的支持部门进行服务质量的改进提高 相应的改 进措施和处理结果也会与用户沟通 以保证用户满意度 For the technical issue that has been marked in closed in record CSC representative should call back to customer to ensure the problem is over and then close the record 7 记录7 记录 Records Records 记录名称 保存部门 保存时间 服务请求记录 SR Service Request Record CSC 3 Year 版本 ED 4 文件编号 Document Number 8DA 09901 2095 QRCVQ 13 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 附录 A CSC 服务流程图 APPENDIX A CSC Service Process 附录 A CSC 服务流程图 APPENDIX A CSC Service Process CustomerCSCBranch 开始 Start 服务请求 Service Request 6 2 生成服务记录 Register Case Record 6 3 分类 Categorize 1 一般咨询Inquiry 2 投诉Complaint 3 技术咨询 4 计划性服务 5 故障技术支持 6 3 1 直接处理Reply Inquiry 问题解决 Problem Solved N 1 2 国内 Y 3 4 5 海外 A OPM 海外项目服 务处理流程 Oversea Project Service handling process 通过web或电话向CSC登记 海外项目客户 投诉处理流程 Overseas Projects Customer Complaints Handling Process CSC投诉处理流程 CSC Work Process for Customer Complaint 问题判级 Critical Major Minor 分公司服务总经理判断 是否为紧急事件 Critial ASB紧急事件处理流程 Y N 问题解决 N Y BD TAC工作 流程 直至 问题解决 Major Minor 问题升级 提供支持 支持人员直接处理 B BD 3 4 5 国内 5 国内 3 4 国内 B 记录至数 据库 Record Database 结束 End 客户满意度回访 Customer Satisfaction Survey A B 2 海外 B A 版本 ED 1 0 文件编号 Document Number 8DA 09901 2095 QRCVQ 14 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bellauthorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 附录 B 保内服务级别协议 APPENDIX B Service Level Agreement in warranty 附录 B 保内服务级别协议 APPENDIX B Service Level Agreement in warranty 1 FSD PRODUCT 1 SLA 1LS time for FSD products 1 FSD PRODUCT 1 SLA 1LS time for FSD products Critical Critical Major Major Minor Minor Response to customer Immediate 30M 1D Escalation to TAC 30M 3WD 5WD Solve time Continue to action till close 5WD 22WD 66WD Recovery time 2H Periodic Update 1H 3D 7D 2 SLA 2LS time for FSD products 2 SLA 2LS time for FSD products Critical Critical Major Major Minor Minor Response to 1LS Immediate 1WD 5WD Escalation to TEC 1H 10WD 40WD Solve time Continue to action till close 5WD 19WD 61WD Recovery time 2H Periodic Update 1H 3D 7D 3 SLA 3LS time for FSD products 3 SLA 3LS time for FSD products Critical Major Major Minor Minor Response to TAC Immediate 15M 1WD 7WD Solve time Continue to action till close 5WD 9WD 21WD Recovery time 2H Periodic Update 1H 3D 7D 2 OND PRODUCT 1 SLA 1LS time for OND products 2 OND PRODUCT 1 SLA 1LS time for OND products Critical Critical Major Major Minor Minor Response to customer Immediate 30M 1D Escalation to TAC 30M 3D 10D Solve time Continue to action till close 24H 18WD 45WD Recovery time 2H Periodic Update 1H 2D 5D 版本 ED 1 0 文件编号 Document Number 8DA 09901 2095 QRCVQ 15 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bellauthorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 2 SLA 2LS time for OND products 2 SLA 2LS time for OND products Critical Critical Major Major Minor Minor Response to 1LS Immediate 1WD 3WD Escalation to TEC 30M 2WD 7WD Solve time Continue to action till close 24H 15WD 40WD Recovery time 2H Periodic Update 1H 3D 7D 3 SLA 3LS time for OND products PSC 3 SLA 3LS time for OND products PSC Critical Critical Major Major Minor Minor Response to 2LS Immediate 2WD 5WD Solve time Continue to action till close 24H 12WD 30WD Recovery time 3H Periodic Update 1H 3D 7D 3 MSD SLAMSD SLA Critical Critical Major Major Minor Minor Response to customer Immediate 30M 1D L1 Escalation to TAC 30M 3CD 10CD TAC Escalation to TEC GSM 1CD 3CD 10CD TAC Escalation to TEC CDMA 1H 3CD 10CD End to end Solve time 5CD 30CD 80CD Recovery time 2H 4 MRD SLAMRD SLA Critical Critical Major Major Minor Minor Response to customer Immediate 30M 1D L1 Escalation to TAC 30M 3CD 10CD TAC Escalation to TEC 2CD 12CD 32CD End to end Solve time 5CD 30CD 80CD Recovery time 2H 版本 ED 1 0 文件编号 Document Number 8DA 09901 2095 QRCVQ 16 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bellauthorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 5 MABU SLAMABU SLA Critical Critical Major Major Minor Minor Response to customer Immediate 30M 1D L1 Escalation to TAC 30M 3CD 10CD TAC Escalation to TEC 2H TAC responsible for L2 L3 End to end Solve time 5CD 30CD 80CD Recovery time 2H 6 WTD SLAWTD SLA Critical Critical Major Major Minor Minor Response to customer Immediate 30M 1D L1 Escalation to TAC 30M 3CD 10CD TAC Escalation to TEC 2CD 5CD 10CD End to end Solve time 5CD 30CD 80CD Recovery time 2H 7 IPD product SLA 7 IPD product SLA Critical Critical Major Major Minor Minor Response to customer 15 M 2 H 1WD Recovery time 4H 1WD N A TAC Escalation to TEC 2H 5WD 16WD Periodic Update 2H 5WD 30WD End to end Solve time N A 30CD 180CD 8 AND product SLA 8 AND product SLA 1LS time 1LS time Critical Critical Major Major Minor Minor Response to customer Immediate 30M 1CD Escalation to TAC 30M 3CD 7CD Solve time Continue to action till close 7CD 30CD 90CD Recovery time 2H Periodic Update 1H 3CD 7CD 2LS time 2LS time Critical Critical Major Major Minor Minor Response to 1LS Immediate 1CD 7CD Escalation to TEC 1H 7CD 14CD 版本 ED 1 0 文件编号 Document Number 8DA 09901 2095 QRCVQ 17 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bellauthorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 Solve time Continue to action till close 7CD 27CD 83CD Recovery time 2H Periodic Update 1H 3CD 7CD End to End End to End 7CD 7CD 30CD 30CD 90CD 90CD 版本 ED 1 0 文件编号 Document Number 8DA 09901 2095 QRCVQ 18 19 All rights reserved Passing on and copying of this document use and communication of its contents not permitted without All rights reserved Passing on and copying of this document use and communication of its contents not permitted without authorization from Alcatel Shanghai Bellauthorization from Alcatel Shanghai Bell 未经公司书面授权 任何人不得擅自未经公司书面授权 任何人不得擅自 传播 复制 交流与使用本文档的部分或全部内容 传播 复制 交流与使用本文档的部分或全部内容 附录 C 技术问题分级定义 APPENDIX C Technical Problem Severity Definiton 附录 C 技术问题分级定义 APPENDIX C Technical Problem Severity Definiton CRITICAL CRITICAL Critical Outage 以下作为参考 以 ASB 紧急事件处理流程 中 Critical Outage 定义为准 The definition of Critical outage is described in follows definition is only for reference 1 整个系统瘫痪 The whole system is out of service 2 整个系统连续再启动 The whole system restarts continuously 3 信令系统大面积故障 包括 V5 接口中断 母局和所有模块局之间信令无法 建立等 Serious failure of signal system including V5 interface interruption connection failure between host exchange and all the other modules 4 全局客户故障 无法呼入呼出 The users under the whole exchange can not dial in or dial out 5 整个系统无法进行人机操作 Any system operation or recover action can not be taken 6 其他影响客户通信超过 10 万 小时的故障 An outage that results in over 100 000 users hours communication interruption 7 任何安全或紧急电话话务处理能力的丧失 例如 110 119 120 电话等 Loss of the system s capability to make any security or emergency call eg 110 119 120 etc 8 计费系统严重故障 数据大量丢失 造成重大损失 Billing system serious failure billing ticket lost that lead to big lost of carrier s income 9 有大量客户投诉 超过平均值 10 倍 An outage that results in user complaints 10 times more than the average level Not Critical Outage 1 管理模块 系统模块丧失诊断功能 Network management or system module loss diagnose capability 2 主处理机的备用机出现故障 主备处理机之间通讯故障 导致无法同步或做主备 切换 The standby processor failure or the communication between main processor and standby processor failure lead to that the main processor and standby processor can not synchronization or can not cut over 3 部分模块局 接入网点脱网 Parts of the modules exchange or access points are dropped out of the network 4 由于系统内部原因引起的部分客户通讯故障 1000 以上用户 Failure that caused by system internal reason over 1000 end users affected 5 丧失关键的报警功能 Loss of critical alarm notification capability 6 计费系统故障 系统数据库或计费数据库的丢失造成客户损失 Billing system failure system data loss or billing ticket loss that lead to carrier s income lost 7 操作界面问题严重影响客户使用 Operation interface problem that seriously affect the normal usage 8 有较多客户投诉 超过平均值 3 倍 A failure that results in user complaints 3 times more than the average level 版本 ED 1 0 文件编号 Document Number 8DA 09901 2095 QRCVQ 19 19 All rights reserved Passing on and copying of this document use and communi