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Teletalk Bangladesh
Maintenance Support Process
Jaanaka Wimaladharma
2014 October
AGENDA
5. Severity Definitions
6. Q&A
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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.
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.
Timer Value
AR (CARES) Terminology
T0
Occurred date
RT0
Respond date
RT1
Restore date
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.
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.
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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
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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
SW updates:
Correction patch implementation
General maintenance release upgrade
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.
MAINTENANCE
SERVICE
MANAGER
TECHNICAL
PROJECT
MANAGER
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
Escalation
Trigger (hrs)
Technology
Level 1
All
Level 2
All
Level 3
All
Name
Position
Mobile
Performance Level
Availability
WD&H
Acknowledgement Time
Critical
15 Min.
Major
30 Min.
Minor
24 Hr.
24
Key Performance
Indicators
Technical Support
5WD
Performance Level
Notes
Problem Classes
Critical
Major
Minor
24x7
24x7
WD&H
6 hrs
24 hrs
n.a.
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
Severity Definitions
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.
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
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