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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Teletalk Bangladesh
Maintenance Support Process
Jaanaka Wimaladharma
2014 October

COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

AGENDA

1. Requesting ALU Technical Support


2. Network Touch and Site Intervention
Requests

3. ALU Roles and Responsibilities


4. SLA

5. Severity Definitions
6. Q&A
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Requesting ALU Technical Support

COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

REQUESTING ALCATEL-LUCENT TECHNICAL


SUPPORT
1. All Technical Support Requests to ALCATEL-LUCENT must be
logged through ALU Global Welcome Centre (GWC) via
phone or email
2. Provide information such as:
Products/Fault Descriptions
Contact Details
A template will be provided to Teletalk for this purpose. Template will ensure that
all the information required by GWC call agent will be filled by Teletalk engineer
before contacting ALU GWC.

3. Emergency preferred method is via phone.


All Teletalk engineers to have a pre-filled template handy (with regular details) all
times so that this information can be quickly passed to GWC Call Agent quickly and
accurately. [Note that GWC Call Agents are not technical staff. Therefore the template information will help to log
the call in the system quickly]

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

REQUESTING ALCATEL-LUCENT TECHNICAL


SUPPORT continued

EMAIL: support@alcatel-lucent.com
PHONE: +65-6823-2287 or 1800-823-2286
GWC Call Agent will log the request and issue an
Assistance Request (AR) number in the format 1xxxxxxx.
The ticket routing rules are pre-programmed at GWC
depending on the product. GWC agent will route
the ticket to appropriate product support group
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

REQUESTING ALCATEL-LUCENT TECHNICAL


SUPPORT continued

1. Emergency Support GWC Agent will call the oncall engineer immediately and assign the ticket. On
Call engineer will call Teletalk.
2. Other Tickets GWC Agent will assign the ticket to
appropriate support group and support engineer
will contact Teletalk either by calling or sending
email.

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ASSISTANCE REQUEST (AR)

Service Agreement Number


Each customer maintenance contract has a one or more (typically one)
Service Agreement Number defined in the AR database.
The Service Agreement has details about:

the SLAs applicable to the contract


the products which are covered
the routing details of ARs to different initial product
support group/s
The Global Welcome Centre (GWC) call agent uses these information to
correctly assign the AR Ticket to a Support Group.
Within Support Group there are rules set as how the ticket will be assigned.
For Emergency Tickets, there is a 24x7 on-call engineer for each product
support group who will be contacted immediately by the call agent.
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ASSISTANCE REQUEST (AR)


Time Stamps in AR Tickets:
Description

Timer Value

AR (CARES) Terminology

T0

Occurred date

At the reception of the ticket by call or email from the


requester, the GWC register the T0 value.

RT0

Respond date

Time the Support Engineer calls back

RT1

Restore date

Problem is neutralization time

RT2

Resolve date

Permanent Solution

AR Database has rules set for the SLAs applicable for the maintenance contract of each
customer and product. So the support engineers will see the target that he needs to meet in
the form of target dates.

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SERVICE REQUEST FORMS

In order to simplify the process of opening tickets, a pre-formatted template should be used.
Basically, Teletalk engineers have to fill-in the Request Part of the Trouble Ticket Template.
This form contains predefined values for product name, customer, country, etc, and ensures
error free assignment by GWC Call Agents. Trouble Ticket Template Form should be used
only for Major or Minor tickets. Emergency/Critical problems have to be reported by phone.

It is advisable for Teletalk engineers to keep a copy of the form handy even when opening
tickets via phone so as to quickly give the correct information to the Call Agent. The form is
prepared in a way that the fields required to be populated in the database are in the same
order. This will ensure quick opening of tickets especially in an Emergency Situation.

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SERVICE REQUEST FORMS

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

TWICE A MONTH/MONTHLY REPORTS

At mutually agreed intervals ALU will share Trouble


Ticket Summary Reports. A Trouble Ticket Review
Meeting should be scheduled with this report.
From past experience ALU recommends TWICE A
MONTH reports which is just the right balance
between Weekly (too short) and Monthly (too long)
intervals.

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Trouble Ticket Report

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Repair & Return Reports

Lead Time (days)

No. of Items
140

125

126

122

120

112

100

78

80
57

60

59

57
45
33

40
20
0

16
1

14

12

7 4

21

23

25

17 12

27

29

22

17

10

29

32

36

34

39

41

43

7 12

17

45

47

42

51
31
1 3 5

49

28

16 21

51 53 55
No. of Days

57

11

10

59

37

27
9

61

14
COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

63

4 8

65

14 11

69

1 4 4 5 3

71

75

78

12

3 3 1 5 1 1 3 7 2 1

83

96 117 144 175

Network Touch and Site Intervention


Request

COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SITE INTERVENTION REQUEST (SIR)

ALU will issue a SIR for any PLANNED MAINTENANCE


activity such as:
HW updates:
Sensitive level1 hardware replacement
General hardware retrofit

SW updates:
Correction patch implementation
General maintenance release upgrade

ALU Recommended Configuration Changes


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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ALU Roles and Responsibilities

COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

MAINTENANCE ORGANIZATION CHART

Engineer
Engineer
Engineer

Engineer
Engineer
Engineer

Engineer
Engineer
Engineer

Engineer
Engineer
Engineer

Repair Services
Manager

TPM

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ROLES & RESPONSIBILITIES

MAINTENANCE
SERVICE
MANAGER

Responsible for respect of Alcatel-Lucent Service Level Agreements


To Manage Level 2 support
Neutralization and Technical Report Management
Making sure that escalation process are launched if needed
Reporting of Maintenance Activities
In charge of issuing RMA

TECHNICAL
PROJECT
MANAGER

Management of updating customer solution documents


Liaise with product line managers for technical recommendations on solutions
Follow up of mandatory patches to be implemented/Quality Alerts
Define upgrade strategies/process
Follow up on ARs for permanent fixes for maintenance tickets

SUPPORT
ENGINEER

On site investigations
Closely follow up on ARs
Patch application and other on-site activities

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ESCALATION PATHS

In the event that there is extensive delay in trouble


resolution depending on the severity/gravity of the
issue, ALU proposes to use the following escalation
paths
Escalation
Level

Escalation
Trigger (hrs)

Technology

Level 1

All

Level 2

All

Level 3

All

Name

Position

Mobile

Email

Additionally ALU has its internal escalation process for


Emergency/Outage Management Notification
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Service Level Agreement (SLA)

COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Service Level Agreement System Support


Key Performance Indicators

Technical Help Desk


It is a way to provide technical
information to
Customer about System operation and/or
maintenance
not related to an actual problem

Performance Level

Availability

WD&H

Acknowledgement Time

Critical

15 Min.

Major

30 Min.

Minor

24 Hr.

Number of requests free of charge


per year and per technology

24

Scheduling Commitment Time

WD&H: Working Day & Hours

Key Performance
Indicators

Technical Support

5WD

NWD: Next Working


Day

ARE: All Reasonable


Effort

Performance Level

Notes

Problem Classes
Critical
Major
Minor
24x7
24x7
WD&H
6 hrs
24 hrs
n.a.

The purpose of the Technical Support is


to identify the cause of a problem and/or
disturbance and to provide a solution
putting the System back into normal
operational and commercial condition

Availability
Restore
1,4,5,6
Resolve time(Complete
45 CD
90 CD
NT
solution)
WD&H: Working Day & NWD: Next ARE: All
Hours
Working Reasonabl
Day
e Effort
RCA report
21 Days

EXCLUSIONS

Software Updates
The purpose of this Software Update Release is
to correct software defects detected in
Customers System. The provision of Software
Upgrades or new Software products is not
included in this Service

Software updates other than on Alcatel-Lucents initiative


First level maintenance (initial diagnosis, board swapping & antenna
alignment)
Assistance on network planning, configuration or management other than
basic guidance
Assistance for installation, extension, migration, upgrade, update of
equipment or network
Remote system health-check Consultancy and on the job training
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Severity Definitions

COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Severity Definitions

Severity Level

Definition of support request and problem report severity classes with example of
business effect to the purchaser

Emergency/Critical

Conditions that severely affect service, capacity/traffic billing and maintenance capabilities and
require immediate corrective action, regardless of time of day or day of the week. For situations
where equipment outage has caused service outage affecting 5% or more of Teletalk's Base
Station Sites, these faults shall be classified as Critical faults. Any fault situation that may result
in Teletalk breaching its Service Resiliency Framework obligations with IDA shall be considered as
Critical.

Major

Condions that seriously affect system operation, Maintenance and administration. etc. and
require immediate attention. The urgency is less than critical situations because of a lesser
immediate or impending effect on system perfomance. end-users and Purchaser's operation and
revenue.

Minor

Conditions and problems that do not significantly impair the functioning of the system and do not
significantly affect service to customers (end-users) These problems are not traffic affecting.
Note cases are classified as minor unless otherwise agreed between Purchaser and Supplier

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Repair & Return Overview 2013 & 2014


Repair
- & Return Pattern
1000
900
800
700
600
500
400
300
200
100
0

950

901

930

RMA Created
388
265
195

141
39

28
Jan-13

Feb-13

352

332
260

172

163 150
120
65
64

52

Mar-13

May-13

Apr -13

169

0
Jun-13

383

324

133

Jul-13

15
Aug-13

213
166

120

38

Sep-13

R&R Shipped

0
Oct-13

214
163
123

R&R Returned

29
Nov-13

Dec -13

Repair & Return Pattern- 2014 (Maintenance & Warranty)


Still there are some
occasions Etisalat send bulk,
which make issue to repair
center and spare inventories
at sites

843

900
800
700
600
447

500
400
300
200

276

299

221 247
150
122

266290

117

100

276

309

229 175
104
33

357

353
219

R&R Returned

222
70
11

R&R Shipped

317

190

70

0
Jan-14

Feb-14

Mar-14

Apr -14

May-14

Jun-14

Jul-14

Aug-14

Sep-14

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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

RMA Created

Oct-14

Nov-14

Dec -14