Mission Statement

We’re committed to ensuring we provide you the best possible service. In this document, you will find all the necessary information you will need to log and track your service request, escalate your service incident, etc.

A service requests

A service request is used as a generic description for all inquiries, such as requesting a new service, apply for changes, fault reporting, inquiry questions/information about your services/products and etc.

You can choose to get in touch with us by an e-mail or hotline, Our team is available 7*24 to best assist you with your request.

（1）Technical support & Fault reporting & General inquiry e-mail

• Technical support / Fault reporting email: global.noc@chinatelecomglobal.com 
• General inquiry email: cs@chinatelecomglobal.com

（2）Fault reporting or General inquiry hotline

• Global Customer Service Hotline: +852-3100-0000
• China customer service hotline: 4008-852310
• Singapore International toll-free hotline: 1800-852-3100
• Japan international toll-free hotline: +0034-800-100255
• Vietnam international toll-free hotline: 1800-5555805580
• Australian international toll-free hotline: 1800-739140
• Taiwan, China toll-free hotline:0080-185-7170
• Indonesia international toll-free hotline:0800-150-3280
• India international toll-free hotline: 1800-120-2212
• Russia international toll-free hotline: 8800-3018618
• Germany international toll-free hotline: 0800-1806109
• France international toll-free hotline: 80522-3180

Please press #2 after the language selection at the voice manual and our engineer will be delighted to offer our help at any time.

When logging a service request, the following information is essential for us to provide the best suitable service to you:

1. Contact: Your name, company, and contact details of your technical or support person.
2. Service ID: Circuit ID/Order number/Bearer of the faulty service.  
3. Fault symptoms: Link down, Flapping, Inaccessible or etc.
4. The time of the fault was first observed.

In order to improve the troubleshooting process efficiency, any associated information will help to speed up the fault isolation and improved the recovery time. Such as Equipment logs, Test Result (Ping, Traceroute, Screen Captures etc.)

• For Packet loss/Error/Flapping: Logs of packet loss/Error/Flapping rate with fault interval, etc.
• For IP unreachable: Traceroute with source and destination IP, Ping test, etc.
• For Transmission: Equipment logs, Alarm, Direction, Duplex/Speed, LCAS, Optical power level, etc.

Pre-check

The following self-checking actions are highly recommended for you to do before reporting a fault, those actions can greatly reduce the fault recovery time during an incident

• Is there power to the equipment?
• Is the issue affected by pre-notified maintenance?
• Have you tried to restart the device?
• Is there any recent change in the configuration or this is your first time to use the service?
• Is data traffic has exceeded the limit?

Site Visits

A site visit will be scheduled in a certain case in which the nature of the fault, the complexity of the incident, or is simply unable to resolve remotely.

You need to provide the test window and valid local contact person in advance to smooth the site visit arrangement. The field engineer will perform all possible efforts to resolve the incident within the given test windows in the shortest possible time. Please feel free to reach us if any additional help is required.

Escalation requirements

If the fault cannot be resolve within the committed time frame, the customer may escalate the issue to a higher level of management for requesting further assistance. The escalation matrix and time requirement are listed below.

Incident Report

China Telecom Global is responsible to providing incident report upon customer’s request but is only eligible for service impact that within CTG or CTG's engaged vendor's provision and control.

Customers need to contact global.noc@chinatelecomglobal.com to request for RFO report and provide trouble ticket number. Normally, it will take 5 to 7 business days to process the RFO after fault closure.

Other issues

For any issue about circuit relocation/speed change/circuit renew/circuit address update/circuit disconnection/circuit provisioning, etc. Customer is advised to contact the account manager for more detailed information.