Code of Conduct

This is to give guidance on how an escalation will be managed once it is received by Fused Networks Ltd.

There are several levels of escalation and each level has its own procedure to be dealt with by Fused Networks.

First stage is a telephone call to the Customer Services team. The Customer Services agent will attempt to resolve any issue that has arisen regarding first line customer support. All complaints, issues and escalation requests will be documented on the relevant end users account via an online ticketing system.

For each escalation a separate escalations ticket should be raised against the specific account. Any emails or electronic media received from the customers is to be copied and pasted into the open escalation ticket for reference. As well as a ticket being on the account, there will be a hard copy of all escalations, archived for future reference.

Once an escalation has been logged on the ticket, the customer support agent will attempt to resolve the issue directly with the customer. The agent’s access is to deal with BT directly at the SMC (Service Management Centre) level or other 3^rd party. However, if there is no satisfactory resolution then it is the right of the customer support agent to escalate this with a team leader/manager within the BT SMC or other 3^rd party.

At each stage full details of the agents at BT should be taken, including forename, location and, if possible, user identity.

If the Customer Support agent is still getting unsatisfactory information from the team leader, all information about the BT or 3^rd party agent and time of call should then be passed onto the Fused Networks Customer Support Supervisor. At this point the ticket (if a reseller or wholesaler) should be updated as to what is happening. If the escalation is raised by a residential end user then, to ensure open communication, a call at each stage of escalation should be attempted.

The stages of escalation should follow as below:

1. Initial contact with BT or other parties regarding escalation.
2. At point of second level escalation with BT or 3rd parties i.e. with the departmental supervisor.
3. At point of third level escalation with Fused Networks customer support supervisor.
4. At point of fourth level escalation with BT or 3rd party departmental manager and/or our account manager (with BT or 3^rd party).
5. At point of fifth level escalation with Fused Network departmental manager.
6. At point of sixth level escalation with BT or 3rd party, it will be raised to designated director level.

As the escalation passes through the above process, an update to the ticket should be issued on a regular basis through the day. If it is a residential end user, 2 contact calls are required; one in the morning and one in the afternoon until the issue is resolved.

This is designed to appease the end user and keep them informed of what the company is doing to resolve the issue. We should still endeavour to keep the end user up to date even if there is no update regarding the escalation.

Once an escalation is complete the ticket will be parked for a period of 3 days to monitor the account and ensure that the issue does not arise again. A final confirmation call will be placed on the 3^rd day to ensure the customer is satisfied with the outcome. Once this has been confirmed then the escalations ticket can be closed and then the hard copy filed away for a period of 12 months.