You will be provided with an incident reference number (you will need to provide this number to your Account or Service Delivery Manager should you wish to escalate)
Your Service Delivery Manager will work closely with the designated engineers (please be advised that the engineers cannot investigate if a ticket is not logged via the service desk)
Incident resolution and service restoration to its normal operation
Incident closure communication to named contact
Please always first log a fault with the Heathrow Service Desk
Please contact your Account or Service Delivery Manager only if you are not receiving satisfactory updates regarding your incident
Network issues outside office hours will follow the out of hours process. Please contact the Service Desk asking for the incident to be escalated within the Network team. The relevant people will be alerted. Never hesitate to also inform your Account and/or Service Delivery Manager via email.