Incident Logging

September 2006

Dear Customer,

Further to our previous communication introducing our process of logging new incidents by authorised users only during normal business hours, your details are recorded as somebody who is authorised to log new incidents with the Customer Service & Support (CS&S) 1st Line Service Desk.

We request that when logging Incidents with our Service Desk that you use Contact Central Logging form.

The form assists you in providing us with the correct and full information we require and reduces the need for us to request further information from you before we can start work on resolving your Incidents, therefore enabling your Incidents to be resolved more effectively.

The form can be completed and e-mailed to our Service Desk on contactcentral.support@bt.com or used as a guide to make sure you have the correct information available prior to telephoning us.

Please note that we recommend you always log P1 and P2 Incidents with us by telephone (as specified on the Incident Logging template).

The form is attached or can be accessed via our website (www.contactcentral.com)

Please contact me on louise.brown@bt.com if you have any comments or suggestions regarding the logging form.

Yours sincerely,

Louise Brown

BT Contact Central