Technology Department

Engineering Division
Title BSS Maintenance Level 3 Definition
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Procedure for BSS Maintenance Level 3 Definition

Technical contents Distribution list

This document is to help to define the tasks 

affected on BSS Maintenance Team Level 3. 



Name Department Date Signature

Written by Perihane Elhamy

Approved by

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

Reproduction or communication, even TELECOM Group Fax : +2023039153
partial, forbidden without prior written 162B, 26th of July street
approval of TECHNOLOGY Agouza GIZA P
DEP./ORASCOM TELECOM CAIRO - EGYPT .E
 Technology Department
Engineering Division
Title BSS Maintenance Level 3 Definition
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Reference Version Page
Date
04/01/202
ENG.O&M.0010 1.0 1/10
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1.0

Table Of Contents
1 INTRODUCTION......................................................................................................................4
1.1 Scope.........................................................................................................................4
1.2 Abbreviation..........................................................................................................4

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

Reproduction or communication, even TELECOM Group Fax : +2023039153
partial, forbidden without prior written 162B, 26th of July street
approval of TECHNOLOGY Agouza GIZA P
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 Technology Department
Engineering Division
Title BSS Maintenance Level 3 Definition
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Date
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1.3 BSS Maintenance Process Quality Level.....................................................4

2 THE BSS LEVEL 3 MAINTENANCE SUPPORT...............................................................4
2.1 BSS Maintenance Level 3 Process.......................................................................4
2.2 BSS maintenance level 3 organization...............................................................5
3 SUPPLIER ASSISTANCE SPECIFICATIONS.....................................................................5
3.2 System Support Services........................................................................................5
3.3 On Site Assistance................................................................................................6
4 OPERTATION CENTER GROUP.........................................................................................6

5 LEVEL 3 MAINTENANCE PROCESS QUALITY ASSURANCE....................................6

5.1 Standard Form...........................................................................................................7

1 INTRODUCTION

1.1 Scope

 The scope of this document is a help to define the BSS Maintenance Level 3 different tasks
in order to ensure a correct operation of the network.
 It describes the maintaining procedure in accordance with:
o Technical Department Organization

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

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 Technology Department
Engineering Division
Title BSS Maintenance Level 3 Definition
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o Standard procedures defined based on the suppliers technical manuals

o Procedures defined by the subsidiary
o The supplier Maintenance Level 3 agreement

1.2 Abbreviation
BTS: Base Transceiver Station
BSC: Base Station Controller
BSS: Base Station Sub-system
NSS: Network Switching Sub-system
NTT: Network Trouble Ticket
OP: Network Operations Branch
ENG: Network Engineering Branch
DEP: Network deployment Branch

1.3 BSS Maintenance Process Quality Level

The BSS maintenance shall be processed in accordance with standards procedures which ensure
that the maintenance applied on BSS is in accordance with the technical and quality requirements
approved by the technical manager.

ecide to transfer the site to the Operations Branch.

2 THE BSS LEVEL 3 MAINTENANCE SUPPORT

2.1 BSS Maintenance Level 3 Process

In case of the troubles that can not be handle by the maintenance level 2 team, the supplier
assistance support should be contacted to assist on:
 Anomaly diagnosis: level 3 anomaly detection requires means or technical skills to R&D
center’s…..
 Anomaly correction: level 3 anomaly correction could impact
o The maintenance troubleshooting, process and supplier documentation
o The design of the product such as software or firmware modification, software bug
correction, printed circuit board design modification…
o ……

This supplier assistance support should be in accordance with the escalation procedure defined in
the network.

2.2 BSS maintenance level 3 organization

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 Technology Department
Engineering Division
Title BSS Maintenance Level 3 Definition
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The maintenance level 1 or 2 team is responsible of supplier assistance that can occur on site.

The Network Operations branch has for this purpose to work close with other Technical
Department branch such as DEP, ENG, Methods and Quality.

3 SUPPLIER ASSISTANCE SPECIFICATIONS

Due to the Maintenance Level 3 specifications, the supplier provide 3 services:

3.1 Operation Help Line Services

The purpose of the Help Line Services is:

 To cope with the Network Operations Branch,
 To assist the maintenance team on maintenance tasks.

3.2 System Support Services

The technical support takes place in the event an anomaly occurs on the equipment and provides
assistance in order to rectify the anomaly in a timely and efficient manner. The supplier provide:
 Advice and assistance in the form of additional information or explanations on system
maintenance rules,
 Trouble report handling service,
 Advice and assistance in analysis an diagnosis, in order to localize the anomaly,
 Directives on the implementation of corrective measures,
 Where an anomaly can not resolved by remote assistance, organize an emergency On Site
Intervention,
 Implementation of definitive solutions in cases where a temporary corrective solution has
been implemented,
 Generation of a periodic report with regard to the performance of the Supplier Support
Agreement.

3.3 On Site Assistance

In addition to remote support service provided by the supplier, the operator has the possibility to
request the services to be performed on its sites by an expert appointed by the supplier.
At the end of each visit performed on site, an intervention report will be drawn up by the supplier
expert and signed by both this expert and the operator’s representative.

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

Reproduction or communication, even TELECOM Group Fax : +2023039153
partial, forbidden without prior written 162B, 26th of July street
approval of TECHNOLOGY Agouza GIZA P
DEP./ORASCOM TELECOM CAIRO - EGYPT .E
 Technology Department
Engineering Division
Title BSS Maintenance Level 3 Definition
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4 OPERTATION CENTER GROUP

The Network Supervision Group (NSG) should support the supplier assistance in the following
tasks:
 Follow the escalation procedure and make the requested telephone calls,
 Note down all events and actions taken in the respective TT,
 Notify the supplier in corporation with the maintenance engineer on duty,
 Send fax, e-mail to the supplier,
 NTT management for fault relationships and delegation to supplier on troubleshooting.

5 LEVEL 3 MAINTENANCE PROCESS QUALITY

ASSURANCE
The operator’s quality assurance manager shall:
 Investigate the cause of supplier assistance intervention the cause of supplier assistance
intervention and request immediate corrective action when required,
 Initiate a corrective action request to the Network Operations Branch, the Network
Engineering Branch or the supplier concerned.
 Initiate corrective action to prevent recurring supplier assistance and verify the effectiveness
of the corrective action,
 Verify that corrective actions have been effectively implemented by the branch or the
concerned supplier on intervention level 3 by performing an audit, a survey or a
documentation review before closing the work order of the supplier assistance level 3.

The cause of supplier assistance shall be recorded in a report for the analysis of the fault, an
example of such report is attached.

The branch or the supplier concerned shall propose a corrective action plan and obtain quality
assurance acceptance prior to implement the plan.

5.1 Standard Form

An example of a Report for the analysis of the Fault is shown in the attachment.

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

Reproduction or communication, even TELECOM Group Fax : +2023039153
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 Technology Department
Engineering Division
Title BSS Maintenance Level 3 Definition
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Report for the Analysis of Fault (RAF)

Date of Report:

Name DPT./Group

Tel

Name of participants Department and Group

I – Identity of the site

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

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 Technology Department
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Title BSS Maintenance Level 3 Definition
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Site number

Site Name

Equipment impacted BTS 

BSC 
MSC 
VAS 
Transmission 

Constructor: Software Release:

If BTS down, number of TRX:

II – Characteristics of the failure

Fault MAJOR  or CRITICAL 

Date and time of start at

Date and time of end at

Consequences: Interruption  Perturbation  Lost counting 

Zone impacted:

Number of customer calls:

III – Chronology of the events

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I – Identity of the site
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 Technology Department
Engineering Division
Title BSS Maintenance Level 3 Definition
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Write the Chronology identifying the most important steps, for example, Latest saving, first
symptoms, failure, the intervention, actions done, re-establishment of service, end of intervention….

Date Keys events Comments

IV– Context and state before the failure

IV-1 Was the functionality deteriorated just before the failure or some days before? Indicate the
functions blocked, alarms, intermittent….

IV-2 Has one of the following equipment had an impact on the failure? Transmission, energy,
ventilation, air-conditioning, work in progress, weather. If yes, which one?

IV-3 did you have an operation and maintenance work in progress? If yes, can you describe it?

V– Causes of the failure

V-1 Research of the causes, Write all the possible reasons.

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Title BSS Maintenance Level 3 Definition
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V-2 Causes and Action decided, Description of the corrective and/or palliatives actions done.

VI – Analysis of the Intervention

VI-1 Detection and Localization of the fault

What are the means used to detect the fault? Alarms, messages, documentation, measurement
equipment, observations, tests….

VI-2 Progress of the intervention

Write down all actions done (positive and negative points

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

Reproduction or communication, even TELECOM Group Fax : +2023039153
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