NSN Customer Handbook 2015 by Nick Shraga

Cloud IT Solutions

iPBX Cloud Telephony

NSN Customer Handbook 2015

Calls & Access

3 Mobiles

Non Geographic Numbers

Data Connectivity

( Index )

Index

Product

Page

Introduction

NSN Organisational Chart

NSN Key Contacts

NSN iPBX

NSN FCA Compliance

NSN Bonded DSL

NSN Broadband

NSN DIA

NSN Office 365

NSN Hosted Antivirus

NSN SIP Trunks

O2 from NSN

Article in Commsbusiness Magazine April 2015

NSN Customer Experience

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( Introduction )

Introduction Dear Customer Welcome to the NSN Customer Handbook 2015. After the successful launch of our partner handbook 2015, I am delighted to be able to release our customer version of the same. In this version you will find information about the various products and services we can supply to you as an NSN customer. The idea behind this is that all of our customers have access to the â&#x20AC;&#x2DC;NSN Bibleâ&#x20AC;&#x2122; as a quick reference guide to all of our products. Most notably we have added Microsoft Office 365 and Panda Antivirus Software into our portfolio this year, details of which are in the handbook. Happy reading! Regards,

Ryan Kersey UK Sales Manager

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( Organisation ) ( Chart )

NSN Organisational Chart Nick Shraga Operations Director

Mark Shraga Managing Director

Howard Richards Billing Director

OPERATIONS

ADMINISTRATION

SALES & CUSTOMER SERVICE

Jaundre Malgas Operations Manager

Natasha Nel Office & Accounts Manager

Ryan Kersey UK Sales Manager

Donnovan Smith Projects Manager

Ewelina Oszust Office Manager UK

Joe Beaumont Business Development Manager

Matthew Daniels Provisioning

Ferrin Govender Product Support

Cristian Siminea Head of mobile

Daniel Besant Engineering

Nathan Shraga Product Support

Ancuta Cerga Mobile Support

Wynard Fourie Provisioning

Trishen Ramsunder Product Support

Kiree Robinson Provisioning

Kevin Robinson Product Support

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Linda Marley Key Account Manager

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Jenny Gore Key Account Manager

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Contact

Number

E-mail

Operations Team

08000 546 200 Options 1 & 2

operations@nsn.co

AccountsTeam

08000 546 200 Option 3

accounts@nsn.co

Sales Team

08000 546 200 Option 4

sales@nsn.co

Mark Shraga

020 3816 9450 or 0772 556 0 556

mark@nsn.co

01491 522 333

nick@nsn.co

020 3816 9451 or 0772 552 7825

ryan@nsn.co

01491 522 325

jaundre@nsn.co

Managing Director Nick Shraga Operations Director Ryan Kersey UK Sales Manager Jaundre Malgas Operations Manager

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( Key Contacts )

NSN Key Contacts

( iPBX )

iPBX powered by NSN

iPBX Feature List

Never miss a call

Work efficiently

• Divert calls to another number or Voicemail when you’re on the phone or away from your desk. Includes external and mobile numbers, as well as other phones on your network.

• Have all your internal and external numbers quickly to hand with Address Book – see who’s calling and Click-2Talk straight from your contacts.

• Use Call Forwarding to set other numbers on your network to ring when your phone rings, or twin your phone with your mobile. • Know when another caller is waiting to get through with Call Waiting, and use Call Park to put a caller on hold while you answer another call.

Never lose a contact

• See when colleagues are free to take a call with Line Monitoring, and transfer calls to any internal or external number easily. • Quick dial Short Codes for your everyday numbers. • Protect your precious time with Do Not Disturb and Block Anonymous Calls.

iPBX Features NSN’s iPBX product is packed with clever features to help you make the most of your daily business communications.

• Respond immediately with Last Number Redial and Click-2- Talk.

• Bring a colleague in on a phone conversation with Three- way Call and forward important Voicemail messages easily to handsets or emails.

• Easily manage all your contact lists with your personal and company Address Books.

• Access your Fax messages on-line or by email.

• Never forget to make those important calls – use Events Diary to set reminders against your Address Book entries.

Work securely

Don’t feel tied to your desk

• Set passwords and pin numbers to secure your phones, voicemail and web-portal from unauthorised access.

• Forward your calls to any internal phone, your mobile or external phone.

• Set external or mobile Failover numbers to keep your communications open in the event of a power-cut, or local network failure.

• Know when you have a message waiting with on-screen pop-ups, SMS text messages and email alerts.

• Access Voicemail from any internal phone, your mobile or external phone, or on-line. • Access your contacts from anywhere with your on-line Address Book. • Let the whole team know with messages on shared Voicemail.

Promote your company image • Help your customers’ calls get through with Call Groups. • Let your callers know they’re connected with Music on Hold. • Route your callers to the right people with Auto Attendant (Gold package option). • Perfect and review your telephone responses with Call Recording (Gold package option).

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You can easily configure preferences both for individual phones and for their phone network through your iPBX web portal. You can also set many of the most common features direct from the handsets.

You’re always in control The powerful administrative features make managing the phone network and monitoring costs and performance a quick and easy job: • Update, add or remove users. • Set up Call Groups, shared Voicemail boxes and Music on Hold. • Create a shared company Address Book and an automatic internal telephone directory. • Track and bar unauthorised calls. • Block unwanted calls. • Monitor your phones account and company Calls History, and create automatic Company Reports.

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iPBX powered by NSN

( iPBX )

iPBX Feature List

Call Reports and Management. Manage your telephony estate from the cloud.

Wherever you are in the world these days, to remain at your competitive edge, your customers expect you to be contactable, responsive and capable of delivering your best levels of service. With our industry leading Hosted Telephone System (iPBX) you get a wide variety of reporting as standard in order for you to effectively manage your business and call flows. All data is also downloadable in raw format for detailed analysis

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( iPBX )

iPBX powered by NSN

iPBX Feature List

Live stats using NSN reporting and Wall Boarding - iPBX Glance. Previously only accessible to those company’s with the biggest budgets, NSN are delighted to deliver to the SME market call centre technology for the price of a licence upgrade. Our new ‘Glance’ solution puts you firmly in the driving seat with vital information always available at a ‘Glance’.

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( iPBX )

iPBX

iPBX Hardware Choose from a wide range of iPBX Devices.

Desk Phones Cisco 504G

Cisco 525G2

Yealink T19P

Yealink T41P

Our most popular phone, Gigabit version available.

Bluetooth and wireless enabled, Colour screen.

Latest entry level IP phone.

New School 504 replacement! Gigabit version available.

Yealink T46G

Yealink T48G

High resolution TFT colour Screen, HD Voice.

Our most innovative device , BLF/ High Res Screen/Gigabit/HD Voice.

Cordless Dect Sets Panasonic TG500

Panasonic Additional Dect TPA50

Yealink W52P

Most popular cordless phone.

For use with TGP500 phones.

HD voice cordless device.

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( iPBX )

iPBX

iPBX Hardware

Choose from a wide range of iPBX Devices.

Hybrid

Expansion Module

Panasonic TGP550

Cisco 500DS

Yealink EXP40

A deskphone and cordless unit in one.

Compatible with SPA504 or 525G2.

Only works on T46 and T48.

Sip Conference Units Polycom IP5000

Polycom IP6000

Polycom IP7000

Polycom IP power units

For small conference rooms and executive offices.

Midsize Conference rooms, Expandable speakers available.

Ideal for boardrooms, conference rooms, auditoriums and executive offices.

For any devices on non POE network.

Cisco SF300 24 Port

Cisco SF600 48 Port

Netgear M4100 24 Port

Netgear M4100 48 Port

Gives you the flexibility to manage and prioritise high-bandwidth traffic such as voice.

Provides the ideal combination of affordability and capabilities for small businesses.

Delivers the best combination of performance, security and convergence at a high-value price point.

A scalable, future-proof approach to delivering network services for Wireless access points, IP phones and IP cameras infrastructures.

POE Switches

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( iPBX )

iPBX

iPBX Hardware Choose from a wide range of iPBX Devices.

Headsets Plantronics M175C

Plantronics HW251N

Plantronics HW261N

Plantronics 2.5mm Jack

Wired Headset, compatible with Cisco 504 and 525 only.

Monaural Wired Headset, compatible with all deskphones.

Binaural Wired Headset, compatible with all deskphones.

Required when ordering HW251 & 261 headsets for use with Cisco 504 and 525.

Plantronics CS520

Plantronics CS540

Plantronics HL10

Plantronics Legend

Wireless over the head style headset.

Wireless over the ear style headset.

Handset lifter, Required for some phones to work with the CS5xx models.

Bluetooth Headset compatible with any bluetooth enabled devices and phones.

Plantronics MBPRO1

Plantronics SC30

Bluetooth Headset compatible with any bluetooth enabled devices and phones.

USB Headset for PCâ&#x20AC;&#x2122;s and Laptops.

Analogue Adaptors Cisco SPA112 Tried and tested 2 port analogue adaptor.

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NSNs iPBX Call Recording Product meets

üFCA Requirements!

Upgrade your lines to SIP for enhances SLAs and free fraud protection

Did you know our call recording platform enables our clients to:

Pause the recording of the call whilst taking credit card payments

Ensure that records are kept for a minimum of 6 months - with easy access for checking and querying times and dates and the calls themselves.

Ensure that the calls cannot be tampered with by external agencies as access is password protected to their organisation.

Ensure that all calls carry a ‘finger print’ which cannot be tampered with and ensures that all call recordings have a root point of reference that cannot be altered.

“

We recently had email confirmation from consumer.queries@fca.org.uk Thank you for your email to the Financial Conduct Authority (FCA) dated 24 February 2015. I can confirm that a number of the features of your call recording platform are in line with what we’d hope for for the firms we regulate. For example, our rules say that a firm regulated by us must take reasonable steps to retain all the records made by it for at least 6 months, and it must not be possible for those records to be manipulated or altered.

“

We can easily upgrade our existing clients to handle call recording, please ask for further details. Regards The NSN Operations Team N S N

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( Data )

Bonded DSL

Bonded DSL from NSN offers an ideal alternative for small businesses, home workers and those based in remote locations who need a more resilient and cost effective solution for connectivity. Bonding up to 4 ADSL lines creates one single broadband connection.

How does Bonded DSL work?

Who would use Bonded DSL?

• Multiple lines bonded – bond up to 4 broadband lines together and as soon as the lines hit the local exchange, the bandwidth is combined - creating one high speed connection

• Companies based in rural locations

• Multiple routers – multiple routers work to combine the individual line speeds and create one virtual connection to the internet • More resilient – by using multiple broadband lines and routers a more resilient solution is provided. If one router or line fails, the connection will continue using the remaining lines

• Companies with home/remote workers • Companies with satellite offices • Companies looking for a cost effective alternative to Direct Internet Access • Companies with the requirement to run VoIP and hosted solutions across ADSL technology • Companies who are not able to get Superfast Fibre Broadband

• Reliable network – NSN have a target of 99.99% uptime on our network

What makes Bonded DSL from NSN different? • No capping of lines – we do not cap the speed to the lowest performing line - we combine the individual bandwidth of each so your customers receive the highest possible speed • Flexible – the solution can bond up to 4 lines, giving your customers the bandwidth that their business needs. Usage can be increased or decreased as required throughout the contract • Online portal – access to an online portal is provided meaning more control. Lines and routers can be re-booted, usage levels can be altered and usage statistics can be viewed at anytime • IP Address – as one connection is formed, choose to have either a single static or multiple IP addresses • 21CN Network – where possible we provide connectivity to our customers using the 21CN network • Largest network reach – having relationships with multiple carriers gives us the largest network reach of any provider

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( Data )

Broadband

We understand that in an internet driven world broadband is one of the most fundamental parts of your business.

Our products offer unlimited usage, low contention, QoS and static IP addresses as standard, this coupled with our skilled engineering team mean you are never left lagging behind and you always have the best possible connection into your business. Our reach covers 3 different carriers and 100% of UK exchanges meaning we can tailor a tariff and offering specific to any location making sure we deliver you the best connection possible.

Broadband:

EFM:

Multiple broadband products from a range of suppliers available from affordable home worker broadband up to dedicated 1:1 circuits used for VoIP or hosted solutions.

Ethernet in the First Mile involves fusing together copper wires to offer a replacement to the traditional leased line solution. The product offers a low cost solution and achieves both upload and download speeds of up to 20MB.

Bonded broadband: 2-4 broadband circuits are bonded together which generates up to four times the speed of conventional broadband.

FTTC:

Fibre/Direct Internet Access: NSNâ&#x20AC;&#x2122;s Dedicated Internet Access circuits range from 1Mb/s to 1Gb/s. We provision circuits from all the major UK carriers at the most competitive pricing in the channel. All services come with a managed router and are proactively monitored 24/7.

Fibre To The Cabinet broadband is a new data product available at approximately 1600 exchanges. Fibre is delivered to the local street cabinet, which results in download speeds of up to 80MB and upload speeds of up to 20MB.

( Data )

Dedicated Internet Access (DIA)

NSN’s Dedicated Internet Access circuits range from 1Mb/s to 1Gb/s. We provision circuits from all the major UK carriers at the most competitive pricing in the channel. Services are available on both managed and unmanaged options. All managed services come with a managed router and are proactively monitored 24/7.

Fibre Ethernet:

Ethernet in the First Mile (EFM):

Fibre Ethernet is the most scalable and reliable site connectivity type offering the highest bandwidths available – up to 1Gbps. Fibre provisioning from Ethernet Nodes to Customer Premises removes the degradation in performance experienced with copper tails. Fibre Ethernet circuits are high speed, uncontended, full duplex symmetrical connections that deliver guaranteed throughput.

EFM is an innovative access technology delivered over multiple copper pairs providing uncontended symmetric circuits with guaranteed bandwidth. We offer speeds from 1Mb/s to 35Mb/s* over multiple copper pairs. With dedicated bandwidth this service is suitable for real time applications such as VoIP.

FTTC Ethernet:

Backup Options:

FTTC Ethernet is a range of new lower cost Ethernet access solutions that use Fibre-To-The-Cabinet tail technology offering significantly reduced lead time and lower rental costs compared to traditional optical Ethernet circuits and EFM. Bandwidth supplied is symmetrical and uncontended up to 20Mb/s depending on the capabilities of the copper line. For the BTW FTTC Ethernet service a dedicated PSTN line is required.

We offer three back up options, ADSL, FTTC/FTTP and Ethernet back up. Customers with business critical services are advised to take these options. If a more complex back-up solution is required please speak to our pre-sales team.

Benefits summary: • • • • • •

Largest range at best pricing Every price in minutes Excellent pre-sales support Dedicated account management Experienced project delivery Faster fault diagnostics and resolutions

Features summary: • • • • •

Up to 1Gb/s circuits Wires only and fully managed options Extensive UK coverage Back up options Monitoring services

* Only available on BT EFM.

( Cloud & ) ( IT Services )

Office 365

Packages available: Office 365 Business Essentials Office 365 Business Office 365 Business Premium Office 365 SharePoint Online (Plan 1) Office 365 SharePoint Online (Plan 2)

Choose your Package:

365 Business

Full, installed Office applications (Word, Excel, PowerPoint, Outlook, Publisher, and OneNote) on up to 5 PCs or Macs Office on up to 5 tablets and 5 phones Online versions of Office including Word, Excel, and PowerPoint File storage and sharing with 1 TB storage/user Note no Email

365 Business Essentials

Online versions of Office including Word, Excel, and PowerPoint (Note no PC version of office) File storage and sharing with 1 TB storage/user Business-class email including calendar and contacts with a 50 GB inbox Unlimited online meetings, IM and HD video conferencing

365 Business Premium

Skype for Business App Corporate social networking

Unlimited online meetings, IM and HD video conferencing Skype for Business App

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Cloud Protection Plus URL Monitoring and Filtering Anti-malware & Anti-spyware

all or ff t i n a Mo ur st fic o a y r f bt we

( Cloud & ) ( IT Services )

Cloud Antivirus

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NSN Cloud Protection Anti-malware Anti-spyware

Anti Thief tools for tablets and cell phones

Anti-phishing

Anti-exploit protection

Troubleshooting

Web Protection

Anti-spam

Firewall

Content Filter

If you thought that protecting your computers required extensive technical knowledge, think again. We offer you a cross-platform security solution which is easy to install and manage, and requires no new infrastructure. Endpoint Protection Plus is a complete, easy-to-use solution that provides continuous, real-time protection for Windows, Mac, Linux and Exchange as well as the most popular virtualization systems. Thanks to the power of Collective Intelligence technologies, it ensures maximum up-to-the-minute security against threats that exploit unknown (zero-day) vulnerabilities.

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It also includes productivity controls that filter and monitor Web traffic and block spam, allowing companies to focus on their business without the worry of usersâ&#x20AC;&#x2122; accessing unproductive content on the Web. Security can be managed and productivity enhanced from a single, intuitive Web console, accessible at any time from anywhere.

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( Cloud & ) ( IT Services )

(Powered by Panda)

Cloud Antivirus

ENDPOINT PROTECTION is an ultra-light solution: all processes take place in the cloud and clients need no additional resources, minimizing the investment required.

ENDPOINT PROTECTION is incredibly easy to use.

ENDPOINT PROTECTION offers immediate and effective protection against known and unknown (zero-day) threats and spam, thanks to real-time cloud connectivity.

Features: SIMPLE, CENTRALIZED MANAGEMENT THROUGH A HOSTED WEB CONSOLE Manage your antivirus and firewall protection and upgrade to the latest product version from a simple Web browser. Control your security centrally from a single console for your entire network, including remote offices, laptops, Exchange servers, and Mac and Linux computers. REMEDIAL ACTIONS Resolve any security issues remotely by launching Panda Cloud Cleaner Monitor on-demand to repair any systems infected by advanced, non-conventional malware. Remotely reboot servers and workstations to ensure all product updates are installed.

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( Cloud & ) ( IT Services )

Cloud Antivirus

(Powered by Panda)

Features (continued):

Tech Specs:

REAL-TIME MONITORING AND REPORTS Detailed monitoring of your IT infrastructure in realtime thanks to comprehensive and intuitive dashboards. Reports can be generated and sent automatically, detailing the protection status, detections and inappropriate use of resources. PROFILE-BASED PROTECTION Assign profile-based protection policies, ensuring the most appropriate policies are applied to each group of users. CENTRALIZED DEVICE CONTROL Prevent malware entry and data loss by blocking device types (USB keys and modems, webcams, DVD/CD drives, etc.), whitelisting specific devices and preventing dangerous actions (access, read, write). WEB MONITORING AND FILTERING Increase user productivity by preventing and/or monitoring access to content belonging to categories considered unproductive or dangerous during working hours, regardless of the type of browser used. NO MORE SATURATED MAILBOXES Reduce the risk of attacks on your Exchange servers with the content filter feature. Improve end-user productivity and protection by filtering unwanted and malicious messages with the anti-malware and anti-spam engines. MALWARE FREEZER Do not get burnt by false positives again. Malware Freezer freezes detected malware for seven days just in case there is a false positive, in which case the file is automatically restored to the system. ISO 27001 AND SAS 70 COMPLIANT Guaranteed 24x7 availability The solution is hosted on Microsoft Azure with complete data protection guaranteed. Our data centers are ISO 27001 and SAS 70 certified.

Web console - Internet connection - Internet Explorer - Firefox - Google Chrome For Windows Workstations/File servers - At least one with an Internet connection. - Operating systems (workstations): Windows 2000 Professional, Windows XP - SP0 & SP1 (32 / 64-bits) XP SP2 or later (Vista, Windows 7 & Windows 8.1(32 / 64 bits)). - Operating systems (servers): Windows 2000 Server, Windows Home Server, - Windows 2003 (32 / 64 bits & R2) SP1 and greater, Windows 2008 32 / 64 bits, - Windows 2008 R2 (64 bits)), Windows Small Business Server 2011, - Windows Server 2012 (64 bit & R2). For Exchange servers - Microsoft Exchange Server 2003, 2007, 2010 and 2013 For Mac Workstations/File servers - Mac OS X 10.6 Snow leopard â&#x20AC;˘ MAC OS X 10.7 Lion - Mac OS X 10.8 Mountain Lion â&#x20AC;˘ MAC OS X 10.9 Mavericks - Mac OS X 10.10 Yosemite For Linux Workstations/File servers - Ubuntu 12 32/64 bits and later - Red Hat Enterprise Linux 6.0 64 bits and later - CentOS 6.0 64 bits and later - Debian 6.0 Squeeze and later - OpenSuse 12 32/64 bits and later - Suse Enterprise Server 11SP2 64 bits Virtual Engine Certified - VMWare ESX 3.x,4.x, 5,x - VMWare Workstation 6.0, 6.5, 7.x, 8.x and 9.x - Virtual PC 6.x

Compatible with:

Certifications:

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( SIP )

SIP Trunks

NSN’s SIP trunking is the fastest growing telephony service. It connects your site directly into NSN’s network via an IP connection to carry and terminate your inbound and outbound voice calls across the public telephone network. NSN provides the UK’s leading SIP trunking solution. Our solution provides a highly flexible alternative to ISDN and is designed to work successfully with all the leading IP PBX brands in the UK market, giving you peace of mind in knowing that your PBX hardware works with the network service. Compared to ISDN, NSN SIP trunks are cheaper on a per channel basis, more flexible in terms of what telephone numbers you can have and where you can have them, are quicker to install and offers a very robust business continuity service that ensures your business never loses any calls. Our service can support connections ranging from two channels for businesses with small PBXs to no limit on the number of channels that can be supported for large enterprises and contact centres.

The benefits of SIP Trunking: Flexibility with your phone numbers:

Allows you to move office and keep the same geographic number without any ongoing call forwarding costs and costs associated with new company stationery.

Business continuity:

Resilience:

Microsoft Lync integration:

NSN SIP Trunks can be connected directly to Microsoft Lync, enabling your business to make external calls from the platform.

Save money:

If your office has to be temporarily relocated in an emergency, this can quickly and cost effectively be achieved with SIP trunking to keep your business working.

SIP trunking provides a phone service that will cope with any situation and give you 100% up time on your telephony. Whether you need to keep your business running without expensive call forwarding costs in a disaster or emergency, or you need to load balance your calls between sites during peak hours, SIP trunking delivers.

IP connectivity costs less than ISDN with lower call costs, free internal calls between extensions and offices (including international calls) and lower line rental costs for multi sites. Also, no expensive call-forwarding costs are required should you relocate or need to divert calls in the event of a disaster.

Line rationalisation:

For businesses with multiple sites, SIP trunking provides line rationalisation and reduces the number of PBXs you need to maintain – all with full control of the numbers associated with your business. N S N

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( SIP )

SIP Trunks How does it work? NSN SIP Trunks connect your PBX to NSN’s network, enabling full PSTN breakout on the public telephone network. Connection from your site (or sites) to NSN’s network is via an IP connection, for example broadband or Ethernet, and is delivered as an end-to-end service with an availability guarantee, voice channel guarantees and voice Quality Of Service.

NSN SIP Trunks and your PBX: NSN SIP Trunks have been conformance tested with all of the UK’s IP PBX manufacturers. Here are just some of the IP PBX vendors and SIP Gateway vendors we work with:

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(Mobile) (Communications)

O2 from NSN

30 minute SLA from NSN and on call engineers available 24/7/365 • This is a true business solution when being continuously connected is non-negotiable. In month billing information from NSNs own billing system • Alert emails can be set at certain criteria to aid management £1.5 million invested into the O2 network every day • O2 is contracted to Ofcom to cover 98% of the UK (Outdoor and Indoor) by 2017. Live status checker http://status.o2.co.uk/ • With the current investment and upgrade, there maybe interruptions and customers can view live reports direct from O2. With the recent acquisition from Hutchison Whampoa the two networks will be combined to create the UK largest mobile network with over 33 million users Additional boltons/adds/moves/changes have a 24 hour response Replacement sims will be with customers the next working day if ordered before 3pm. NSN can supply loan devices and replacement sims to our customers to facilitate urgent hardware replacement requirements.

Our 48 hour warranty replacement policy – a replacement handset will be sent back to customer between 24 to 48 hours after the faulty one has been received from customer to our office for inspection. We’ve reviewed the 48 hour warranty process across our channel and would value your support with the following. • Update the software on your phone before requesting a replacement. (Software updates fix handset problems in 40% of cases). • We’ll be checking the returned devices closely in line with the reported fault to validate the warranty claim. • We’ll charge you for a 48 hour warranty replacement where they have been requested ‘inappropriately’ e.g. the handset is customer damaged (please see section on charging for inappropriate returns).

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(Mobile) (Communications)

O2 from NSN What you need to do: Please complete some fault diagnosis. Here’s some guidelines:

• Check that the customer has the latest operating system installed on the device – you check in the device user guide • Process a factory reset and remove any third party applications. As more and more users install third party applications on their device the chances of a conflict between software installed on the device increases. • Call NSN who will work with our technical support team or network services team to ensure the device is registering on our network. • Switch the device off and clean the SIM and battery by wiping with a clean cloth Switch the device back on and see whether this resolves the issue. • For dropped calls, note the location and see whether other O2 users are experiencing the same problem. Also check the signal shown on the device and the coverage in the area via the O2 coverage checker at http://www.o2.co.uk/ coveragechecker as there may be maintenance being carried out. • Try the SIM in a device that works and a SIM that works in the ‘faulty’ device - this may highlight a faulty SIM. • If the device is not holding charge, let the battery run low and then using a mains charger rather than a USB cable attached to a laptop or PC recharge the device. In most cases this will rectify the issue - if it doesn’t, please replace the battery. • Check the device manufacturer website as other users may have experienced the same fault and a solution may be logged on the site. Confirm that the customer has the latest version of software on the handset where possible. Check that the customer has not dropped or damaged the phone (including water damage).

Please also check that: The handset was sourced from O2. The handset is being used with a MPN on your account. (not replaceable if never registered with an o2 number under your account) The handset is still in warranty (see below).

What we’ll cover: All Apple handsets for 12 months - for manufacturer faults only. All other manufacturers for 24 months - again for manufacturer faults only.

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(Mobile) (Communications)

O2 from NSN

Examples of what’s covered and not covered: The following are covered by the scheme: Poor signal/dropping calls where coverage is good Emergency calls only Insert SIM message Not powering on One way transmission Not charging Not ringing Faulty key pads Frozen screen

The following are not covered: Damaged connectors/casings Cracked/bleeding screen Snapped/bent aerials Water damage/condensation behind screen Everyday use e.g. scratched screens and paintwork or worn key pads A third party application that has been loaded onto the device SIM Only tariffs Out of warranty devices.

Charging for inappropriate returns:

A reminder of a few other business rules:

Handsets that show customer damage (including water damage)

The 48 hour warranty replacement policy is a courier doorstep swap arrangement only.

Handsets that weren’t sourced from O2

We’ll only replace handsets that have been sourced from us - our dispatch system allows us to validate this. Any replacement we do provide will be a refurbished version.

All inappropriate returns will result in a charge to you for the replacement device.

The 48 hour warranty replacement policy is at O2’s discretion at all times.

The above information applies to handsets that are being used with o2 NSN connections. For o2 ABS connections the replacement / repair can take between three to five working days. If the device is network unlocked by the customer for use with a sim card from a different network, the customer will need to refer directly to manufacturer for information on the warranty. This also applies if the phone is not being used by a sim card or MPN provided by NSN. Any modifications to the original installed software will void manufacturer’s warranty.

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ADVERTORIAL

IT’S ALL ABOUT THE DELIVERY... Whatever the sizzle being sold it’s all smoke and mirrors unless the delivery gets nailed.

SN started life as a ‘Me 2’ business selling the same set of products as hundreds of other service providers in the UK. What has made us successful is our commitment to getting things done. What continues to give us an edge is that we are always looking at ways of innovating the way we deliver a high quality customer experience. Back in 2010 we were a calls and lines business that specialised in supporting channel partners. Today in 2015 we are still a business that specialises in supporting channel partners, but everything else has changed. Going from a CPS style company to a fully Cloud based proposition has been completely transformative, says UK Sales Manager Ryan Kersey. “Volumes of SIP and hosted calls have ramped up from 6% of turnover this time 14 months ago to approx. 19% in February 2015. This, coupled with a full suite of cloud based IT solutions

Ryan Kersey – UK Sales Manager 32 Comms Business Magazine | April 2015

and MVNO offerings, means we are now running a technical support team with a breadth of capability rarely seen in the industry until now”, states Operations Manager Jaundre Malgas. “With SIP/ Cloud based services originating in South Africa and the USA and plans role out to most of Europe over the next 12 months NSN is starting to think globally, which for me is a very exciting proposition”, Says Kersey. Rising operational star Donnovan Smith recently completed his Prince 2 Project management qualification. “I have never before been so well prepared to deliver complex projects, which is a good thing as we seem to be delivering more and more of these every month”, says Smith . NSN has put down strong roots in the City in Holborn following a closely developed client relationship that has given us both a first class case study and a great working partnership. Essentially NSN is both a service provider and a client of F&L a global accountancy firm that has their HQ in Holborn. “With a strong Sales and Operations centre in central London we have been able to scale up our Partner Sales division”, says Kersey.

“NSN have been a total breath of fresh air. Our core business focuses on delivering IT services and every time we have previously stepped into the Calls or Mobiles market we have had nothing but problems. NSN have simply delivered time after time and this is so important as we cannot have our clients cancelling IT contracts when their phones don’t work or when a broadband doesn’t get installed on time. NSN is just like us really, it does what it says on the tin.” Anthony Hart Taag IT “Whilst pacing the changes in the market NSN has grown at a rate of knots from a company that turned over £940k in 2011 to one that is set to turnover in excess of £5.5M before the end of 2015. This kind of growth has given us all kinds of benefits from strong carrier relationships to catching the attention of high quality new recruits and channel partners. There is a strong possibility we will place well on the Tech Track 100 in 2016 which has long been a personal goal. I have every confidence our success will continue as long as we continue to focus on delivering real value to our customers and partners.” Said NSN Managing Director Mark Shraga

Donnovan Smith and Jaundre Malgas www.commsbusiness.co.uk

design & layout • www.tulipgraphics.co.za

An NSN

Customer Experience:

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We are pleased to say that our initial experience with NSN gave us the confidence to place our new hosted-telephony system order with them at a time of significant growth and change within our business. NSN’s operations team really helped us to meet urgent timescales whilst providing a high quality of service and still ensuring that the solution provided met our budgetary requirements. We would be happy to recommend NSN to you as a company that knows how to deliver high quality customer service.

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- Sam Easen, Commercial Director, H1 Healthcare

Changing the way you connect... N S N

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Call us today on

08000 546 200 New Star Networks Ltd 3rd Floor • 8 Lincolns Inn Fields London • WC2A 3BP sales@nsn.co • www.nsn.co