Manages the day-to-day support interface between end users and service providers. It minimises service disruption to the end user by quickly resolving incidents that occur in the infrastructure. An Incident is any event that is not part of standard service operation that causes, or has the potential to cause interruption or degradation in business operations or will result in deviation from Service Level Agreements.

Objectives of Incident Management:

• To restore normal service operation as quickly as possible
• To minimise the adverse impact on business operations
• To ensure the best possible levels of service quality and availability are maintained according to service
level agreements

Incident Management:

• Incident and Service Request detection and recording
• Classification and initial support to the customers
• Investigation and diagnosis
• Incident resolution and restoring service to its normal operation
• Incident closure and communication to customers

Escalation Points:

If you are not receiving satisfactory updates regarding your fault please contact heathrow@sita.aero or your Commercial Telecoms Account Manager

The following tables provide a useful summary of contact details Commercial Customers may require.

Change Management

To log a requirement or seek updates

MEDIUM	CONTACT DETAILS	OPERATIONS HOURS
Email	heathrow@sita.aero	Mon-Fri 08:00-17:00

Electronic Communications Approval Process - ECAP

To submit an application or seek advice

MEDIUM	CONTACT DETAILS	OPERATIONS HOURS
Email	radioapprovals@heathrow.com	Mon-Fri 09:00-17:00
Phone	0208 976 5665

For more info, download the Quick reference guide

Billing and Debt Management

To make an enquiry or seek advice

MEDIUM	CONTACT DETAILS	OPERATIONS HOURS
Email	commercial.telecoms@heathrow.com	Mon-Fri 08:00-17:00
Phone	0208 745 6565