Service disruptions

e-Troubleshooting

eTroubleshooting is a service which allows you to request information and report disruptions via the Internet. This service is currently available for leased lines (national and international), ISDN30 (PRA), Explore/BiLAN and xDSL.

Via this application, you can be kept informed of any planned maintenance work by
Belgacom which might affect your network.

eTroubleshooting is designed for companies that use our Explore/BiLAN network, our
national and international leased lines and ISDN30
(PRA).

Advantages

Fast and easy to use
This system is basically the same as the procedure currently in place. However, instead of contacting a call center, you can open trouble tickets directly on our system.
eTroubleshooting is very easy to use. Since it is based on a series of multiplechoice questions, it takes less than three minutes to enter a ticket. When you click "Create" the last stage in the entry process the system immediately gives you the ticket reference number as well as a summary of the information entered.
Better overview of the ticket status
Automatic notification will be given of any significant change made to the ticket (whether it is a comment or a change of status). The notification of the update is provided by email. This email will contain a direct link to the ticket in question, which sets out the whole history of the actions taken. This will allow you to control each stage of the process, check the status and, if necessary, provide proof for any contested items.
Possibility of reacting at any stage
You can, at any time, add comments to an existing ticket, ask for that ticket to be closed or indicate your objections to steps taken by Belgacom.
Historical report for the previous 13 months
eTroubleshooting automatically stores trouble tickets that have been opened and closed during the past thirteen months. Thanks to the various search criteria available (such as the possibility of searching on the basis of your own reference number), a series of analyses can be carried out during one year.
Monitor network availability at any time via NetEvents
The "NetEvents" option of your eTroubleshooting application has been designed to keep you continuously informed about technical interventions on Belgacom's network. This function gives you an online overview of all the works and incidents that could have an impact on your Explore/BiLAN, leased lines or ISDN/30 sites.

For example, it allows you to analyze:

all the tickets opened in the past year, six months, quarter, etc.
all tickets opened for a particular line?
all tickets still open?
a ticket with a particular reference number.

If necessary, this system will also enable you to provide proof of any noncompliance
By Belgacom of the terms and conditions of the Service Level Agreements concluded. The ticket's entire historical report, including the date and time of each update, is stored in the system.

Price

This service is free of charge.

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