Fault Escalation Procedure

This document provides a reference point for everyone involved in the operational
management of the services provided to The Client.

We Are IT Philippines, Inc. (WIT) have two primary Network Operating Center (NOC)
to manage your network operating services requirement. The NOCs are based in
the following locations:

1. Head Office – Unit 143 14th Floor The Columbia Tower, Ortigas Avenue,
Mandaluyong City
2. Pampanga Office – Angeles Industrial Park, Bgy. Calibutbut, Bacolor,
Pampanga

WIT’s NOC provides 24 hours x 7 days per week monitoring, fault reporting and
technical assistance services.

Contact Information:

Head Office
Email: cs@philsat.com
Telephone: (+632)7269821/7269817 loc. 102/106, (+632)3208882
 Mobile: (+63917)5866332
Skype: WIT Philippines

Pampanga Office
Email: cs@philsat.com
Mobile Phone: (+63917)5298762/(+63922)8203483/(+63908)8874412

Ticket will be generated and provided to the client upon reporting to the contact
information provided above

NOC Support Function

WIT NOC Team will carry out the following:

 Fault Investigation and carry out resolution applicable for the service
requirement
 Support to Field Engineers working remotely
 Maintain communication updates to client
 Monthly report generation and reporting

Monthly reports summarizing link performance will be available to the Client within
fifteen (15) working days from the last day of the current month. Reports will include
a summary of the outages logged by trouble tickets. It also includes explanations for
specific outages and review on service issues as necessary.

Fault Management

WIT utilizes a Ticketing System which will be the basis of all incidents tracking for
customer engagement. To open a ticket, you may contact us via the contact
information provided in this document. In order to facilitate an effective and
responsive communication with our NOC support team, Client is requested to
provide the following information upon reporting an issue:

1. Your Full Name

2. Representing Company Name and Department
3. Contact Email and Phone Number/s
4. Circuit ID/Site Name/or Modem SN
5. A short description of the problem encountered

Upon notification of the issue, our NOC support team will undertake the following:

1. Verify the information provided

2. Perform initial diagnostic procedures (may require client participation)
 3. Assign Severity Classification to the problem based on the difficulty
encountered.

We will assist clients to restore the issues base on the SLA required. However, the
actual restoration time will be subjected to the following factors:

1. Travel time of required Field Engineer at customer premises.

2. Interference on the satellite from unknown sources.

*** For locations will difficulty in availability of public transportation, 24 to 48 hours

MTTR (Mean Time to Restore)***
Escalation

To ensure that any service problems are brought to the attention of the appropriate
middle to higher management level, internal escalation if necessary will begin no
later than one hour after initial diagnosis.

The contact details are listed below, for your information and reference:
RMA Procedure

Start

Receive defective
unit

No
Commitment of
Warranty Proposal for RMA
Payment

Yes

Replace item from

spares

Defective item
returned to WIT

Return to supplier,
Supplier’s RMA
procedure will
apply

Item replaced

Return to Spare

Close