Colt Service Delivery in a nutshell

• For any inquiry during the delivery process, we kindly ask you to contact us via our general email address: project@fuzer.net or via phone to 02 788 74 99, using a ticket number as reference.
• Please note that any change to the initial requested configuration (IP Addressing, architecture, numbers, ...) will create extra delay in your order handling. Thank you therefore for making sure the data shared with us are correct and thorough.
• All communication will be shared with your Account Manager, so feel free to use that single contact only. These contact details are also to be used for any escalation.
• You will notice that several parties intervene during the service delivery. It could therefore happen that you have a better view on the progress of the delivery at some stage, so please do not hesitate to share the latter with us.

Colt Service Delivery - Step by Step

• STEP 1 : Ordering to Colt : Destiny creates an order in the Colt ordering system. This order contains all types of information: address, contact person, floor, room, technical details, required BW, router type, connector type, contract duration, etc…
• STEP 2 : Order validation by Colt : Within 7 working days following up the order entry, Colt validates the order. Based on Colt’s standard lead times, Colt defines a CPD (Colt promised Date). That date is the target date at which all services should be up & running. Destiny communicate that date to the customer. The whole planning will be determined based on this CPD. If applicable :
  • Colt’s OLO Team places order at Belgacom or other ISP for copper pairs preparation (new or existing ones)
  • Colt Fiber team coordinates Fiber works : site survey, coordination with city hall, coordination with building landlord, rack sizing, etc…
• STEP 3 : Physical Installation : Belgacom or another ISP (Internet Service Provider) takes direct contact with the client to plan a date to pull the required cupper pairs. The delivery happens 7 days (max) after OLO ordering. Plan a date for “Fiber Cuts”. For onsite visits, the client is contacted directly by the ISP or Colt Fiber Team. Destiny is informed by Colt about the visits, but sometimes with a little delay.
• STEP 4 : Colt configuration : Remote Configuration of the circuit by Colt local and international teams (if applicable)
• STEP 5 : Onsite installation : Colt sends a site access request directly to the client, which contains a link to confirm the technician venue. A Colt technician (or affiliate) installs a Router (if physical CPE) or a link to connect to the presentation pannel. He carries out some speed tests on the connection. The technician can not answer technical questions or questions about the planning, etc...! The onsite installation is not the Service Delivery date”. Sometimes, a migration or extra testing and configuration must be done after the physical installation to get the service up & running. This concerns namely IP addresses migration / phone numbers porting / final configuration of the IP VPN VoIP,... The migration date is defined between the client and Destiny, jointly with Colt.
• STEP 6 : Service Handover : Within 2 next business days after onsite installation, Colt sends a Service Delivery confirmation for the service. This document contains IP information as well as circuit details. Based on the Service delivery confirmation and the client’s confirmation, Destiny triggers the billing of the services and communicates the Service Details to the client, together with some administrative information.