PURPOSE:

To help us understand the initial process and expectations when requesting support from our
last mile providers. This procedure is to be used as a guide, to ensure that the GSC knows the
steps that must be taken to efficiently escalate an incident to the relevant providers. It is
designed to increase customer satisfaction with resolving problems quickly and effectively. It is
not the intent of IS to run other peoples businesses but It has been recognized however, that
in many instances, when cases are logged to our last mile providers, the response times in
resolving problems/faults has not been efficient and timely. It is imperative that time is
managed closely.

ESCALATION
Whether or not, the incident reported is to be escalated, it is important that all
information/activities regarding the incident to be logged accordingly. If the unexpected
incident/problem is not rectified within a desired amount of time (dependant on customer
needs, or the severity of the shortcoming), then its advised to take initiative in escalating the
urgency of the case. Proper processes should be followed internally when doing escalations
To be able to track the progress of the technical faults and their resolution, please ensure that
you make a note of the full name of the person you speak to, time and the reference number
they may give you.
The problem should be of Severity Level I, II or III and should have been raised for longer than
prescribed for that severity level. (See below)
Severity Level I - Critical Business Impact - has complete loss of service or resources
Severity Level II - Major Business Impact - is experiencing significant or degraded loss of
service
Severity Level III - Minor Business Impact - has experienced a minor loss of service
ESCALATION PROCEDURES FOR LAST MILE PROVIDERS.
ICON TELESEC ESCALATION PROCEDURE
First Escalation - Icon Support Centre:
Email: support@icon.co.ke, cs@icon.co.ke
Phone: 020 5000613
Second Escalation - Icons Customer Service Department
Customer Service Manager
Email: julie.katibii@icon.co.ke,
Phone: 020 5000613, 0736 011725
Installations Mr. Fred Juma. Email: fred.juma@icon.co.ke
Maintenance Mr. Joash Simiyu. Email: joash.simiyi@icon.co.ke
Management
Mr. Francis Okinyo. Email: francis.okinyo@icon.co.ke
MD Mr. Nerry Achar. Email: nerry.achar@icon.co.ke
TELKOM KENYA
Kenstream online support 3232153 /2278/2431/2153 Toll free: 0800 2212004 new 230052
3232004 3232830
http://datasupport.telkom.co.ke/LSLogin.asp
Username: ds00072
Password: Ztech1
N/B: - password not to be changed unless everybody in GSC is informed

JAMII TELECOMMUNICATIONS Ltd NOCK 3975100, 0711054142

Call NOCK support on number provided and if the support has taken long, then escalate on
mail to jtlsupport@jtl.co.ke and quote the support engineer you talked to. The mail will be
addressed.
KDN PROCEDURE
The focal point of all customer communication to is the KDN Contact Center. The CC receives
all
queries to KDN and filters out the Technical Support Queries to the technical support team
which
provides support for all KDN products and is staffed with experienced Senior Networking
professionals.
The CC is a 24x7 Support Center.
A registered customer, with a contracted right to receive support, can obtain support through
the Contact
Center in the following ways:
Phone access via:
VOIP - 5000-000
Pilot Landlines +254 020 5 000 000
Fax : +254 020 5 000 329
GSM +254 711 060 000
Email access support@kdn.co.ke
MSN/ Live.Com Chat access: support@kdn.co.ke
A Service Record ticket will be opened for your problem. The Contact Center Agent (CCA) will
assign
a priority based upon the technical and/or business impact associated with an event on the
network.
Severity Levels
Level 1: Service is down or inoperative or major Network problems exist causing critical impact
to our
customer's business. KDN and the customer are willing to commit dedicated resources around
the clock
until the problem is resolved.
Level 2: Service is operational but in a degraded mode or major Network problem exists
causing
significant impact to our customer's business. KDN and the customer are willing to commit
dedicated
resources as required until the problem is resolved.
Level 3: Service is operational but is experiencing minor degradation or a minor Network
problem
exists causing minimal impact to our customer's business.
As a guideline this level of escalation should be used if The Customer is dissatisfied with
progress of a
fault, for example, once it has exceeded its Total Restore Time (TRT).
Elapsed Time
I

2hrs

Severity 1
Contact Center Manager
Customer Support
Services Manager
Service Account
Manager
Chief Technical Officer

Severity 2

Service Account
Manager
Contact Center Manager
Customer Support

Severity 3

4hrs

24hrs

Chief Operating Officer

Chief Executive Officer

Manager
Chief Technical Officer
Chief Operating Officer

Chief Executive Officer

48hrs

Contact Center
Manager
Customer
Support Services
Manager
Service Account
Manager
Chief Technical
Officer

IGO WIRELESS - IGO contacts: Tel 2318300 /1/2/3 or 2726812/3.

Contact Person: Artur Chauhan (takes care of circuit mapping) or Amir.
EXPRESS AUTOMATION - 3630000 / Archie 0722 331124 (Troubleshoots Motorola canopys
installed by them to some of our clients (Aga Khan Hospital and Sunripe)
Contact person: Archie
INTERNET/NETWORK OUTAGE
To speed up the process of rectifying the unexpected behavior, it is strongly recommended that
a basic level of diagnostics be carried out before reporting any incidents to the relevant
provider.
This will ensure that accurate answers can be given, in response to the questions that are
asked.
It is important to note all the symptoms you are experiencing with your problems, including: Particular link
What the problem is
Time the problem was noticed
Any other relevant information.
Network problems can occur anytime causing an outage which indeed affects our delivery of
services. To assist in the event of an outage, kindly follow the following process of trouble
shooting to be able to identify quickly where the problem is.
In the event we experience an outage to the internet, as an example, quickly do the following
on the PE router to identify where the problem is.
JTL-to-Seacom:
MI-KE-NBO-PE1>sh int Gi0/1.400
GigabitEthernet0/1.400 is up, line protocol is up
Hardware is MV64460 Internal MAC, address is 0026.9854.341b (bia 0026.9854.341b)
Description: mi-ke-nbo-kdn-1 | JAMII | Trunk
Internet address is 168.209.160.51/31
MTU 1998 bytes, BW 100000 Kbit, DLY 100 usec,
reliability 255/255, txload 35/255, rxload 101/255
Encapsulation 802.1Q Virtual LAN, Vlan ID 400.
ARP type: ARPA, ARP Timeout 04:00:00
Last clearing of "show interface" counters never
MI-KE-NBO-PE1>ping 168.209.160.50
Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 168.209.160.50, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 1/1/4 ms
MI-KE-NBO-PE1>
KDN-to-Seacom:
!##### IP IS Missing#####! (to be provided after integration)
MI-KE-NBO-PE1>sh int Gi0/1.401
GigabitEthernet0/1.401 is up, line protocol is up
Hardware is MV64460 Internal MAC, address is 0026.9854.341b (bia 0026.9854.341b)
Description: mi-ke-nbo-kdn-2 | KDN | Trunk
MTU 1998 bytes, BW 100000 Kbit, DLY 100 usec,
reliability 255/255, txload 35/255, rxload 101/255
Encapsulation 802.1Q Virtual LAN, Vlan ID 401.

ARP type: ARPA, ARP Timeout 04:00:00

Last clearing of "show interface" counters never
MI-KE-NBO-PE1>
!##### IP IS Missing#####!
TEAMS BACKUP ON AR ROUTER
AR1-NBO#
interface GigabitEthernet0/3.453
description Multi-Homing-Internet-Backup | TEAMS | Local-Pref 90
encapsulation dot1Q 453
ip address 212.22.186.113 255.255.255.252 secondary
ip address 41.215.136.50 255.255.255.252
no ip redirects
no ip unreachables
ip wccp web-cache redirect out
no ip mroute-cache

TO CONFIRM THE DEFAULT ROUTE TRAFFIC IS ON

on seacom:
AR1-NBO>sh ip route | inc 0.0.0.0
Gateway of last resort is 196.26.69.5 to network 0.0.0.0
B 10.0.0.0/8 [200/0] via 196.26.69.1, 1d07h
B* 0.0.0.0/0 [200/0] via 196.26.69.5, 1d06h
on teams:
AR1-NBO>sh ip route | inc 0.0.0.0
Gateway of last resort is 41.215.136.49 to network 0.0.0.0
B 10.0.0.0/8 [200/0] via 196.26.69.1, 1d07h
B* 0.0.0.0/0 [200/0] via 41.215.136.49, 1d06h

Kindly note that automatic failover to TEAMS is configured incase we have an outage on our
primary link (SEACOM) the only service that wont work is MPLS VPN due to the nature of the
circuit.
MOMBASA OFFICE LINK TO NAIROBI VIA KDN & JAMII
MI-KE-NBO-PE1>sh int description | i mom
Gi0/3.489
up
up
mi-ke-mom-nbo-1 | | jamii_trunk_vlan_489
Gi0/3.2237
up
up
mi-ke-nbo-mom-2 | KDN Backhaul Link To NBO
Se5/2:0
admin down
down
mi-ke-nbo-mom-1 | mi-ke-mom-pe1 | Se5/2:0 | telkom fibre
to mombasa k17513
KDN Primary Link:
MI-KE-NBO-PE1>sh int Gi0/3.489
GigabitEthernet0/3.489 is up, line protocol is up
Hardware is MV64460 Internal MAC, address is 0026.9854.3419 (bia 0026.9854.3419)
Description: mi-ke-mom-nbo-1 | | jamii_trunk_vlan_489
Internet address is 168.209.161.102/31
MTU 1500 bytes, BW 100000 Kbit, DLY 100 usec,
reliability 255/255, txload 136/255, rxload 55/255
Encapsulation 802.1Q Virtual LAN, Vlan ID 489.
ARP type: ARPA, ARP Timeout 04:00:00
Last clearing of "show interface" counters never
MI-KE-NBO-PE1>ping 168.209.161.103
Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 168.209.161.103, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 12/12/16 ms
JTL Secondary Link:
MI-KE-NBO-PE1>sh int Gi0/3.2237

GigabitEthernet0/3.2237 is up, line protocol is up

Hardware is MV64460 Internal MAC, address is 0026.9854.3419 (bia 0026.9854.3419)
Description: mi-ke-nbo-mom-2 | KDN Backhaul Link To NBO
Internet address is 168.209.161.104/31
MTU 1500 bytes, BW 100000 Kbit, DLY 100 usec,
reliability 255/255, txload 136/255, rxload 55/255
Encapsulation 802.1Q Virtual LAN, Vlan ID 2237.
ARP type: ARPA, ARP Timeout 04:00:00
Last clearing of "show interface" counters never
MI-KE-NBO-PE1>ping 168.209.161.105
Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 168.209.161.105, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 4/6/8 ms
MI-KE-NBO-PE1>

The same can be applied when troubleshooting customers connectivity to enable one to report
a problem accurately and in good time. As an example, below is a quick check on the
interfaces various customers and ping tests for connectivity.
MI-KE-NBO-PE1>sh int description | inc akuh
Gi0/2.252
up
up
akuh-ke-internet-access-mi
Gi0/3.254
up
up
akuh-hq-access-mi | mi-ke-nbo-asw2 | port 0/3 | vlan254
Gi0/3.258
up
up
akuh-hq-wan-nbo-access-mi
Gi0/3.702
up
up
akuh-jubilee-igo-nbo-access-mi | vlan 702
Gi0/3.703
up
up
akuh-eastleigh-access-mi | vlan 703
Gi0/3.1703
up
up
akuh-eastleigh-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2225
Gi0/3.1704
up
up
akuh-jubilee-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2230
Gi0/3.2219
up
up
akuh-eldoret-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2231
Gi0/3.2226
up
up
akuh-naivasha-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2226
Gi0/3.2227
up
up
akuh-nakuru-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2227
Gi0/3.2228
up
up
akuh-buruburu-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2228
Gi0/3.2229
up
up
akuh-rongai-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2229
Gi0/3.2230
up
up
akuh-jubilee-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2230
Gi0/3.2231
up
up
akuh-eldoret-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2231
Gi0/3.2260
up
up
akuh-thika-nbo-access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan
2260
Gi0/3.2263
up
up
akuh-machakos--access-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan
2263
Gi0/3.2291
up
up
akuh-ilri-nbo-access-mi | mi-ke-nbo-asw2 | Port F0/13 | vlan 2291
Gi0/3.2294
up
up
akuh-intlhouse-nbo-access-mi | vlan 2294
Gi0/3.2304
up
up
akuh-prestige-access-mi | mi-ke-nbo-asw2 | Port F0/1 | vlan2304
Gi0/3.2405
up
up
akuh-kiambu-nbo-access-mi | vlan 2405
To check on a particular AKUH interface, carry out the following
MI-KE-NBO-PE1>sh ip vrf interfaces | inc Gi0/3.2228
Gi0/3.2228
212.22.177.253 AKUH-KE

up

MI-KE-NBO-PE1>ping vrf AKUH-KE 212.22.177.254

Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 212.22.177.254, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 1/2/4 ms
MI-KE-NBO-PE1>
To check on Kenya Airways interface/connectivity, carry out the following..
MI-KE-NBO-PE1>sh int description
Gi0/3.2264
up
MI-KE-NBO-PE1>sh int description
Gi0/3.2327
up

| inc kenyaairways
up
kenyaairways-nbo-ho-mi | mi-ke-nbo-asw2 | Port F0/1 |Vlan 2264
| inc kq
up
kq-internet-nbo-access-mi

MI-KE-NBO-PE1>sh ip vrf interfaces | inc Gi0/3.2264

Gi0/3.2264
212.22.182.9 KENYAAIRWAYS
MI-KE-NBO-PE1>sh ip vrf interfaces | inc Gi0/3.2327
Gi0/3.2327
212.22.182.29 INTERNET-NBO

up
up

MI-KE-NBO-PE1>ping vrf KENYAAIRWAYS 212.22.182.10

Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 212.22.182.10, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 1/1/4 ms
MI-KE-NBO-PE1>ping vrf INTERNET-NBO 212.22.182.30
Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 212.22.182.30, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 1/4/12 ms
MI-KE-NBO-PE1>

For the dotcoza, do the following to check on the respective link..

MI-KE-NBO-PE1>sh int description | inc
Gi0/3.2403
up
up
Se5/1:5
up
up
Se5/1:6
up
up
Se5/1:7
up
up

dotcoza
dotcoza-nbo-uap-fiber-mi
dotcoza-nbo-cfc-mi | | K102672
dotcoza-nbo-aforbes-mi | | K102697
dotcoza-nbo-uap-mi | | K102799

MI-KE-NBO-PE1>sh ip vrf interfaces | inc Se5/1:6

Se5/1:6
212.22.183.81 DOTCOZA-INFO

up

MI-KE-NBO-PE1>sh int Se5/1:6

Serial5/1:6 is up, line protocol is up
Hardware is Multichannel E1
Description: dotcoza-nbo-aforbes-mi | | K102697
Internet address is 212.22.183.81/30
MTU 1500 bytes, BW 64 Kbit, DLY 20000 usec,
reliability 255/255, txload 1/255, rxload 1/255
Encapsulation HDLC, crc 16, Data non-inverted
Keepalive set (10 sec)
Last input 00:00:01, output 00:00:06, output hang never
Last clearing of "show interface" counters never
Input queue: 0/75/0/0 (size/max/drops/flushes); Total output drops: 0
Queueing strategy: Class-based queueing
Output queue: 0/1000/64/0 (size/max total/threshold/drops)
Conversations 0/2/16 (active/max active/max total)
Reserved Conversations 1/1 (allocated/max allocated)
Available Bandwidth 0 kilobits/sec
30 second input rate 0 bits/sec, 1 packets/sec
30 second output rate 0 bits/sec, 1 packets/sec
96944 packets input, 8942007 bytes, 0 no buffer
Received 31661 broadcasts, 128 runts, 0 giants, 0 throttles
946 input errors, 319 CRC, 0 frame, 0 overrun, 0 ignored, 291 abort
94105 packets output, 11596226 bytes, 0 underruns
0 output errors, 0 collisions, 0 interface resets
0 output buffer failures, 0 output buffers swapped out

1 carrier transitions
no alarm present
Timeslot(s) Used:15, subrate: 64Kb/s, transmit delay is 0 flags
MI-KE-NBO-PE1>ping vrf DOTCOZA-INFO 212.22.183.82
Type escape sequence to abort.
Sending 5, 100-byte ICMP Echos to 212.22.183.82, timeout is 2 seconds:
!!!!!
Success rate is 100 percent (5/5), round-trip min/avg/max = 48/49/52 ms
MI-KE-NBO-PE1>