Welcome to IP Connect Global

Here’s your delivery guide

Thanks for choosing our IP Connect Global
service for your Virtual Private Network.

As you’d expect with a high-performance

technology service, delivery is complex.
To make sure that everything runs
smoothly, please pay close attention to
this delivery guide.

We’ll explain each step of the process,

from making sure we’ve got all your details
correct to handing over the fully-tested
service to you.
The service you’ve ordered
IP Connect Global is an IP VPN that combines the flexibility of intelligent
any-to-any connectivity with reliability, quality, and security. Featuring
differentiated performance levels, IP Connect Global also offers prioritisation
of delay and non-delay-sensitive traffic, together with voice and other
applications on a single global network.
Note: Although your solution might include other elements, this guide is about the IP Connect Global element only.

The six steps to delivery

There are six basic steps from you ordering IP Connect Global to us handing over the service to you. Please read
through each step, paying close attention to the ‘What you need to do’ sections.

1 2 3 4 5 6

Service delivery
Order receipt Hand over
Order entry
and validation service
Component Initial Testing
delivery connection

1 We’ll confirm your order details

Once you’ve placed your provisional order, we’ll call or email your on-site contacts to check
through all the details you’ve given us.
As well as confirming that all of our information is complete and accurate, we’ll ask about site-
specific details like:

• Demarcation of in-house cabling: where does responsibility for your current cabling end?
• Have you got any building works in progress or planned (including electrics and cabling)?
• Will we need landlord or other permissions?
So we can make sure there are no problems delivering your service on time, please make sure
your on-site contacts know that you’ve nominated them and that they’re aware of your IP
Connect Global order.
What you need to do: make sure your on-site contacts are aware of the order

2 We’ll get everything ready

This is when we’ll start to visit your site to install the access element of the service. It involves
delivery, installation, and testing of some equipment. You must have your cabling installed
before we can do that.
3 We’ll deliver the components of your service
This is when we’ll start to visit your site to install the access element of the service. It involves
delivery, installation, and testing of some equipment. You must have your cabling installed
before we can do that.
We’ll need access to your site to install the equipment.
You need to make sure our engineer can get onto the site and has access to the specific room
and rack to install the the Customer Premises Equipment (CPE) at the time agreed on your
delivery project plan.
It’s essential that your main contact is available on site to let us and our suppliers in and to
help us with anything we need while we’re working there.

Installing the CPE

It’s the stage when we’ll need the CPE to be in place. If you ordered a bundled service, we’ll
send an engineer round to install and test it for you.
If you’re not having a bundle, you’ll need to arrange for the supply and installation of your
CPE in line with the timescales we’ve agreed with you in the delivery project plan.

Installing cabling to connect the CPE

When we arrive to install the access element, we’ll need your cabling to be in place.
We don’t provide or maintain the cabling connecting the Network Terminating Unit (NTU) to
any equipment on site as part of our standard IP Connect Global delivery.
But you can order cabling separately through BT Procurement or via a 3rd party through BT.
If you do this, we’ll be able to include delivery and installation of the cabling in the delivery
project plan.
If you don’t do this, supply and installation of the cabling is entirely your responsibility. It must
be in place for when we arrive to install and commission your CPE. If it is not, we may need to
arrange a second engineer visit, which will cause delays and run up extra charges for you.
What you need to do: arrange site access, equipment, and cabling

4 We’ll do the initial connection

At this stage of the delivery, we’ll arrange an installation date with your main contact.
On that date, we’ll install the router. We can do that during business hours because the
installation won’t affect any other services. Don’t worry, it won’t affect your normal business
activities.
If you ordered CPE as part of a bundle, we’ll connect it to the access circuit and test to make
sure that your connection is stable and working as it should.
If we find that your internal cabling is still waiting to be completed, we’ll test and configure the
router on the access termination point before installing it in its final location. Later, when your
cable work is finished, we can connect the router so you can start using the IP Connect service.
Please note that if we need to make extra engineering visits due to incomplete cabling, these
are chargeable. Making sure this is all in place before our visit is critical.
We’ll need your main site contact’s support during the installation, to arrange access and help
with some aspects of the installation.
And please make sure all the cabling is in place first (or it’s going to hold things up and cost
you more).
What you need to do: arrange site access, help, and check cabling
5 We’ll test your service
What we do here depends on which type of service you’ve chosen.
Managed service
If you’ve opted for a managed service, we’ll apply a full data load to the BT Managed CPE to
test that everything is working as expected.
Non-managed service
If you didn’t choose a managed service we’ll make sure that the access circuit is live and
working with your required configuration. We’ll then run standard ping tests to the port to
confirm that the access is working.
Only when we’re satisfied that the service meets our standards will we tell you that it’s a
success. Then you’re all set-up and ready to go.
But your order won’t close just yet.
We’ll need your main contact to be around on-site again during this stage, just in case we need
their help.
What you need to do: tell your main contact to be available to help us

6 We hand over the service to you

All of the technical stuff is finished. Now we just need to sort out the support, reporting, and
billing details.
Support
Once your service is up and running, we’ll register you with our helpdesk. So if you ever have a
problem, a question, or a fault just get in touch and we’ll help you out.
Billing
We’ll start billing you for your service from when we handover to you, according to the terms
we agreed in your contract.
Reporting
Your BT account team will set up network performance reporting for you. You’ll be able to get
hold of your reports through the My Account portal.
Handover
Finally, we’ll officially hand over the service for you to use. You’ll get a handover document
from us with everything that you need to know.
That’s it, you’re done.
What you need to do: make the most of your IP Connect Global service
Timeline to delivery: what you need to do
To make sure that your delivery goes smoothly and to
schedule, we’ll need your help at certain points along the way.
The red circles show the key actions that you need to take.
But don’t worry, your delivery team will be there to help you.

2 7 8 12 16

Service delivery
Order receipt Hand over
Order entry
and validation service
Component Initial Testing
delivery connection

1 3 4 5 6 9 10 11 13 14 15

1. We’ll receive your details including site specifics 10. We’ll connect the CPE to the circuit via internal cabling
2. You’ll make sure your on-site contacts are aware of the order 11. We’ll test and turn up the service
3. We’ll check them 12. You’ll make sure your main contact is available on-site
to help with testing
4. We’ll put them into our system
13. We’ll apply the data load and test the access fully
5. We’ll figure out how long it’ll take to deliver your service
14. We’ll make sure your service assurance and network
6. We’ll confirm an engineer visit date with you
performance reporting is set up
7. You’ll complete any internal cabling
15. We’ll sort out your billing
8. You’ll arrange access for our engineer
16. Your service is ready to use
9. We’ll install the access circuit to the site
Make sure we’ve got the right details
We want to deliver your order as quickly as possible, so it’s important
we’ve got your details down correctly. If we’re missing any information,
it may take longer to deliver your service, so please make sure you have
all of the following details ready for us to check:

Your contact details The installation address

• The full, registered name of your company The full, registered name of your company and address
• Company VAT number • Room
• Your name, email and phone number • Floor
• Building number
People you want us to contact
• Street
As we move along with your order, we’ll need to talk to
• City
various people about different elements of the service.
• Postcode or zip code
For each contact we need their name, email, and phone
number.
Billing and account details
Main contact – they’ll be on-site and will help us confirm
• 
all the details of your order; they’ll give us access to the We’ll need various details to help us set up payment for
site; and they’ll take charge of deliveries your service.

Note: please make sure the main contact knows that

 • Billing account number
they’re the main contact! • Billing company name and address
Back-up contact – someone who can deal with everything
•  • Billing currency
if the main contact isn’t there • Billing postal address
Technical contact – in case we have any technical
•  • Billing contact details (email, name and phone)
questions
• Invoicing period (monthly/quarterly/annually)
Service assurance contact – in case we have any
• 
• Itemised bill requirements (Do you need one? With full
questions about how to handle incidents or alarms
details or last three digits hidden?)
Service delivery contact – in case we’ve got questions
• 
about delivery, like migration timings
Country-specific installation information
In some countries, we’ll need some extra details from you.
We’ll ask for this when you place your order, just to make
sure we’ll be able to go ahead with your service delivery.
You can find out more about what you’ll need to do from
your account team.
In-life management
When we handover the service to you, we’ll explain how our
in-life management works, including details of our helpdesk

What to do if you have a fault How we handle software releases

As part of your handover, we’ll give you a customer handbook So you always have access to new and updated features and
that explains how to report a fault to our service desk. A security benefits, we’ll regularly update your IP Connect Global
complex service like IP Connect Global has many different platform with our latest software releases. This is one of the
technology elements, so when you contact us we’ll ask a series advantages of IP Connect Global over a traditional on-premises
of questions to make sure we put you through to the right team network. And it’s included as part of your service.
to fix it (in line with your Service Level Agreement).
We’ll always let you know when we’re planning platform
upgrade work and what the potential impact will be on your
user experience. Normally, we’ll give you two weeks’ notice. The
How to make changes to your service
exception is if we need to do an emergency upgrade for security
Just as your business never stands still, so your IP Connect reasons.
Global service can change to adapt to your different ways of
working and growth ambitions.
Who to get in touch with
Many of the changes that you may want to make don’t need
a physical delivery or engineering visit. We call these types If you have any questions about anything to do with your
of changes ‘logical amends’. To make one, just go to the IP Connect Global service, please contact the relevant person
Service Request module using your My Account username and from the list below:
password details (we’ll explain this in our service handover).
You’ll need to tell us when’s your preferred time for the change
to happen, especially if it means some system downtime. We’ll
do our best to meet your request. But if we can’t, we’ll contact
you to agree a mutually convenient time.
For more complex changes like upgrading your bandwidth,
please contact your account team.

We hope that this guide helps you understand our delivery

process. If there’s anything you think we’ve missed that would
be useful to know, please let us know.
Offices Worldwide
The services described in this publication are subject to availability and may be modified from time
to time. Services and equipment are provided subject to British Telecommunications plc’s respective
standard conditions of contract. Nothing in this publication forms any part of any contract.
© British Telecommunications plc 2019. Registered office: 81 Newgate Street, London EC1A 7AJ.
Registered in England No. 1800000.

May 2019