Incident Logging and Closure

November 2005

Dear Customer,

As part of the improvements to the incident logging process, please find the attached Incident Logging template. We anticipate that the use of this template will enable you to supply us with the information required to resolve future incidents more effectively.

Please note this does not change you ability to log incidents with us by telephone and we continue to recommend that you log P1 and P2 incidents (as specified on the Incident Logging template) with us by phone.

Please also find the attached Closure Procedure document detailing when and why we will closed incidents.

Please contact the helpdesk on 0800 389 0864 or contactcentral.support@bt.com if you have any comments or suggestions regarding the logging form or the new closure procedure.

Yours sincerely,

Louise Brown

Customer Service and Support, BT Contact Central