Service Management

Standard Operating
Procedure

Version 1.0
13/10/20
 Service Management Standard
Operating Procedure

SpeedCast Support Overview:

The SpeedCast Service Management team is equipped with state of the art monitoring and fault
finding tools to ensure early detection of issues as well as in-depth fault finding analysis.

SpeedCast’s Service Desks provide 24 hours x 7 days per week manned monitoring, fault reporting
and maintenance of the SpeedCast Service Network and technical assistances to its service
partners.

Incident Management:

SpeedCast utilize Service Now as their ITSM tool which is the basis of all incident tracking and
customer engagement.

Automated proactive monitoring will detect an outage situation and raise an Incident ticket within
Service Now.

Incidents tickets may also be opened manually by emailing or calling the Service Desk.

Incident reporting

Incidents can be reported to the Service Management team in the following ways:

Email: servicedesk@speedcast.com

Or

Telephone (USA Toll Free): +44 1224 617810

Or

Portal: https://speedcast.service-now.com/

If the matter is urgent please phone the Service Management Team on the provided telephone
number.
 Service Management Standard
Operating Procedure
In order to facilitate effective and responsive customer support, customers should provide the
following information upon reporting a problem to the SpeedCast Service Management team:

• Your Full Name

• Representing Company Name
• Contact Email Address and phone number
• A short and concise description of the problem

Upon notification of a fault, a SpeedCast Service Desk Engineer will undertake the following:

• Verify the accuracy of the information provided

• Perform preliminary diagnostics to verify the status of the reported service difficulty
• Assign a Fault Severity Classification Level to the fault based on the nature of the
services/applications and the difficulty encountered

Notifications and Updates:

New Incidents

On creation of an Incident Customers will receive an automated notification via email in the below
Format:
 Service Management Standard
Operating Procedure
Updated Incident

Throughout the course of the Incident Customers will receive additional updates on the progress of
their ticket in the below format:

Resolved Incident

When the Service Desk resolves a Customer’s Incident a final notification will be sent providing the
closure code and details of the resolution.
 Service Management Standard
Operating Procedure
Additional Communication:

If the assigned Engineer needs to communicate with a customer they will do so via phone or email.
Customers will receive email in the format below:

Customer replies to Email sent from servicedesk@speedcast.com will be automatically routed to

the current Incident ticket and the assigned Engineer notified.

Customer Interaction with Service Desk:

Where a customer wishes to contact the Service Desk in relation to an existing, ongoing Incident
they should either, reply to one of the system notifications or reply to a Service Desk Email related
to the Incident as above. Each Notification and Email has a unique, embedded watermark which
will route the customer’s response directly to the open Incident ticket and notify the assigned
Engineer.

Customers are requested not to send a new email chain to servicedesk@speedcast.com about an
ongoing Incident. Whilst the communication will still be actioned the system will generate a new
Incident ticket and not update the current active ticket.
 Service Management Standard
Operating Procedure
Escalation:

SpeedCast Service Management has a well-defined internal escalation process governed by our
Incident Management Procedure to ensure that any service difficulties are brought to the attention
of the appropriate middle and/or high-level management. Where possible reach out to the CSC via
phone to ensure a prompt response.

Contact Information:

The contact details for the Service Management team and Senior Management are listed below:

Tier Title Name Contact Information

Service Desk Supervisor On Duty Telephone: +44 1224 773 727
1st Tier Supervisor Email: global.csc@speedcast.com

Service Desk Manager Franco Mobile: +44 7795 611 669

nd
2 Tier Sorrentino Email: franco.sorrentino@speedcast.com

Associate Director, Nick Mobile: +44 7919 491 022

rd
3 Tier Service Management Robinson Email: nicholas.robinson@speedcast.com
Centers EMEA
VP, Global Service John Flynn Mobile: +1 832 712 2113
4th Tier Management Centers Email: john.flynn@speedcast.com