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H49020 - Help Desk Manual April 2013
H49020 - Help Desk Manual April 2013
Rev A. 04/12
Hughes Network Systems Knowledge Base Team 11717 Exploration Lane Germantown, MD 20876 301-428-5500
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Table of Contents
Table of Contents ...............................................................................................................................2 Reference ..........................................................................................................................................3 Hughes Prioprietary Notice ................................................................................................................4 I. General Information ...................................................................................................................6
Scope and Purpose.................................................................................................................................... 6 Hughes Operations Organization .............................................................................................................. 6 II. Customer Support ......................................................................................................................8 Hughes Customer Service Help Desk ........................................................................................................ 8 Reporting Problems to the Hughes Customer Service Help Desk via the Internet................................... 8 Escalating Customer Support Issues ......................................................................................................... 9 Contacting the Help Desk by Phone ................................................................................................... 10 III. National NOC Operations.......................................................................................................... 12 Monthly Maintenance Windows, Emergency, and Miniwindow Maintenance Notifications On HughesMaintained NOC...................................................................................................................................... 12 MaintenanceWindow Notification.......................................................................................................... 13 Change Type Definitions ......................................................................................................................... 13 Emergency and Non-Emergency Change Requests ................................................................................ 13 IV. Change Policy ........................................................................................................................... 16 7-Day window REQUEST Requirement ............................................................................................... 16 10-Day Maintenance windows REQUEST ........................................................................................... 16 National NOC escalation policies ............................................................................................................ 17 V. Installation Support and Escalation Procedures ......................................................................... 19 Escalation Contacts Normal Hughes Office Hours (m-f, 8:00 am to 5:00 pm, EST) ............................. 19 Escalations During Off Hours .................................................................................................................. 20 Escalation Contacts OFF Hours (m-f, 5:00 pm to 8:00 am, EST and weekends) .............................. 20 Installation Escalation Description .......................................................................................................... 21 Moves, Adds, Changes (MAC) and Rollout Escalations ...................................................................... 21 Field Service Handoff to Install ............................................................................................................... 22 Field Service Escalation Procedure ..................................................................................................... 23 VI. Reporting ................................................................................................................................. 29 Monthly Reports to the Customer (For Enterprise Customers Only) ..................................................... 29 Monthly Availability Analysis % in Bar Chart Format.......................................................................... 29 Outage Analysis Detail Report ............................................................................................................ 29 Remote Outage Analysis ..................................................................................................................... 30 Trouble Tickets .................................................................................................................................... 30 Master Site List Summary ................................................................................................................... 30 Master Site List ................................................................................................................................... 30 Newly Commissioned Sites List........................................................................................................... 30 Customer Remote Service Performance Summary ............................................................................ 30 Remote Maintenance Field Service Metrics ....................................................................................... 31
Reference
Tables Table 1 - Hughes Managed Operations Help Desk Contacts ...................................................................... 10 Table 2 - Escalation Contacts ...................................................................................................................... 17 Table 3 - Escalation Contacts - Normal Hughes Office Hours .................................................................... 19 Table 4 - Regional Installation Managers ................................................................................................... 20 Table 5 - Installation Management Contact Numbers................................................................................ 20
Figures Figure 2 - Field Engineer Support................................................................................................................ 23 Figure 3 - Remote Escalation Flowchart ..................................................................................................... 24 Figure 4- Repair Time Flowchart ................................................................................................................. 25 Figure 5 - Chronic Site Flowchart ................................................................................................................ 26 Figure 6 - Regional Map .............................................................................................................................. 21 Figure 1 - Hot Hand-Off Process Change Policy for Hughes Maintenance NOC ........................................ 27
All rights reserved. This publication and its contents are proprietary to Hughes Network Systems, LLC. No part of this publication may be reproduced in any form or by any means without the written permission of Hughes Network Systems, LLC, 11717 Exploration Lane, Germantown, Maryland 20876. HUGHES, HughesNet, IPoS, SPACEWAY, AIReach, Broadband Unbound, and Connect to the future are trademarks of Hughes Network Systems, LLC. All other trademarks are the property of their respective owners.
General Information
General Information
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I.
General Information
General Information
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Customer Support
Customer Support
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II.
Customer Support
Reporting Problems to the Hughes Customer Service Help Desk via the Internet
The Hughes Customer Service Help Desk supports a Web-based support application that allows the user to report and track a remote issue or remote failure from initial report through final resolution. Questions regarding the operation of the Web support page or requests for access to the web-based support application are obtained by contacting the Program Manager with the name, title, e-mail address, and telephone number of each individual user. Once the logins have been created, any additional login requests can be submitted by the customer from the login screen on the Customer Gateway. Note: Remote trouble reports received via the Customer Gateway are processed in exactly the same manner as phone calls. When reporting a problem for a remote site via the Customer Gateway, note that fields in red are mandatory fields that require data entry. The Web page is used to confirm site addresses and site contact information. The site address and site contact information can be updated via the Customer Gateway. Maintaining up-to-date site information ensures that prompt service is provided. Hughes ticket numbers are automatically displayed on the Customer Gateway following the processing of the ticket by the ESC technician. Online documentation on the use and features of the Customer Gateway are accessed by selecting Documents and Technical Info from the main menu option, then select Reports by Category and then select Customer Gateway training. Customer Support Page 8
This will create an escalation to the Call center management team and supervisor and the issue will be responded to within 30 minutes. If you are escalating an issue regarding an interaction with an agent, use the following procedure Log into the Customer Gateway Click on the menu option Customer Gateway Feedback Add a feedback of type ESC Feedback This will create an escalation to the Call center management team and supervisor and the issue will be responded to within 30 minutes.
Customer Support
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Hughes Managed Operations Title Enterprise Customers VAR Customers Customer Specific Contact Name Telephone 1800-788-6000 1-866-889-3234 Use customer specific Help Desk number Sindhu Rajan Demetric Anamateros Dilbag Johal 301-428-5912 301-428-5695 Contact Hughes Customer Service Help Desk Contact Hughes Customer Service Help Desk
Sr Director, Enterprise Support Services Assistant Vice President, Customer Service Vice President, Program Managers
Dave Zatloukal
Customer Support
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III.
Monthly Maintenance Windows, Emergency, and Miniwindow Maintenance Notifications On Hughes-Maintained NOC
In order to sustain the level of service your network requires, Hughes performs prearranged inspections on the National NOC facility earth stations once a month. The monthly inspection is conducted on the second Sunday of the month unless it falls on or is followed by a holiday. During these standard service windows, Hughes performs a variety of tasks ranging from troubleshooting, replacing hardware, or upgrading software. Outages may occur for a few minutes at a time, depending on the task performed. Windows to correct emergency situations are scheduled at any time. The customer is notified in advance when possible. Note: The Maintenance Inspection Window schedule is posted on the Customer Gateway, customergateway.hns.com. Access to the Customer Gateway is provided by submitting a request to the assigned Program Manager with the following information:
Emergency maintenance windows are maintenance windows that are not prescheduled. The emergency maintenance windows are conducted to effect repairs. The customer is notified prior to the emergency maintenance window. Monthly Maintenance Windows are conducted as follows:
The National NOC is provided a maintenance window each month in which to perform system maintenance. These maintenance windows are conducted according to the published schedule, a copy of which is found on the Customer Gateway. In addition, the following rules/standards are followed:
Thirty to forty-five days prior to any scheduled software upgrade or new release of software, the assigned Network Engineer works with the customer(s) to allow them to test the features of the software upgrade. All maintenance to the RFT antennas, power upgrades, or calibration is performed during a maintenance window. If it is not possible to schedule this work during a maintenance window, it is scheduled at a date and time to have minimum impact on the customers belonging to the affected network group. (This is referred to as a miniwindow.) Change requests, other than Configuration Change Requests (CCRs) are submitted to the Program Manager via a Change Request form.
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Due to the nature of Configuration Change Requests, they are typically not subject to maintenance window standards. For more information regarding CCR requests and implementation, refer to Section 4.3.1 of this manual. Configuration changes in the National NOC are treated as changes and proceed according to standard maintenance window/change procedures and guidelines. Notifications regarding activities taking place during the maintenance window are sent to the e-mail address recorded in the customers information file at Hughes. In addition, a ticket is posted on the Customer Gateway when a notification is sent. Amplifying information may be available via the Web site. When the maintenance window is completed (closed), a notification is sent and the ticket posted on the Customer Gateway.
MaintenanceWindow Notification
Customer(s) will be advised of the following:
At least seven days in advance of a maintenance window. Prior to the start and at the completion of the maintenance window Seven days in advance of a mini-release. Thirty days in advance of a general release. Hughes will notify customers of a planned interruption in service at least 24 hours prior to the planned outage.
Emergency: Changes to resolve an event that has caused or could cause interruptions of service is implemented as soon as possible. Non-Emergency: Changes required to improve performance or correct minor issues are implemented in the next regularly-scheduled maintenance window. This includes scheduled upgrades.
Emergency change requests are submitted when it is determined that an event has or could possibly cause an interruption of service. These change requests are subject to the standard change control process as implemented for an emergency situation. This means that the duration of the review and approval process (but not the process itself) is abbreviated to meet the needs of the situation.
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Non-emergency change requests are received during the normal monthly cycle for maintenance window activities. Some changes may require up to five months of advance planning. The Program Manager and Network Engineer will lead these planning and testing activities.
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Change Policy
Change Policy
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IV.
Change Policy
Configuration changes allow customers to meet their needs as their network continues to grow. Customers individual remote and remote port configurations are stored in the Hughes databases. Some changes, such as adding a new remote, are totally transparent to users and can be made at any time by the operators. Other changes, such as changing the protocol supported on a gateway can interrupt the traffic of all users on the gateway. These changes are normally made during a miniwindow or Maintenance Window after scheduling the event with the affected customer(s). There are changes, such as adding new inroutes to a network, that can cause all remotes to reset and download new code. These changes are scheduled with the customer(s) well in advance and are implemented during the monthly Maintenance Window. All changes require Change Control Board review and approval. 7-Day window REQUEST Requirement Changes that affect traffic require approval from Hughes Operations management and appropriate Hughes engineering representatives (inroute usage, IP Gateway resets, sizing changes, etc.). These are scheduled after receipt of the request, if and only if the changes will not impact other National NOC operational traffic, i.e., the requested changes only impact the requesters network. 10-Day Maintenance windows REQUEST Changes that affect more than 5% of a customers remote sites or more than one customer have at least 10 days notice prior to the Maintenance Window. This includes, but is not limited to IPGW resets, software changes, new releases, etc. Configuration Change Requests (CCR) Configuration changes are requested through the Customer Gateway. The user can select the Configuration Change option under the Remote Case Management option, identify the site the change is to be performed on, and then describe the requested change. Note: All configuration changes should be submitted at least 24 hours prior to the requested time and date of the change. The National NOC Manager schedules all changes. Change Request Fee Once a site is operational on the National NOC and a change is requested and implemented, a site fee is levied by the Program Manager, in accordance with contract provisions and is billed with the National NOC services invoice.
Change Policy
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In the event of a problem, affected customers are notified immediately. When a problem is observed or reported, a Network Management ticket is opened and subsequent status entries displayed on the Customer Gateway under the Network Management menu option when available. Hughes provides customers with status reports. Verbal updates are provided for critical outages and through the Program Manager when multiple customers are involved. Status entries are also displayed on the Customer Gateway under the Network Management menu option. The ticket through the Customer gateway is updated later and made visible when approved. On the next business day, the details of an outage are investigated and a post mortem (for network outages only) prepared. This post mortem is submitted to the Program Manager for review and approval. Once the Program Manager releases the post mortem, it is provided to the customer and posted to the outage ticket in a form viewable by the customer on the Customer Gateway. Critical problems that cannot be resolved within 15 minutes are escalated. Escalation policies can be used for network or remote service problems the customer is experiencing. All requests for escalations related to network or remote issues are submitted to the Hughes Customer Service Help Desk. The Hughes Customer Service Help Desk escalates the request through all appropriate channels.
Table 2 - Escalation Contacts ESCALATION CONTACTS Hughes Managed OPERATIONS Title Sr. Director, National NOC Operations Senior Vice President Contact Name Theresa Ganal Telephone Contact Hughes Customer Service Help Desk
Bob Buschman
Change Policy
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V.
If installation information is required or an issue requires escalation during Hughes office hours (Monday through Friday, 8:00 am to 5:00 pm, EST) please follow the contact chain noted below: 1. For initial rollout or noncritical post rollout (MAC) installation activity information, first check the Customer Gateway for the required information. 2. For information needed on a specific site that is time critical, contact the Hughes Order Administrator assigned to your account. This person acts as a central point of contact for installation issues. 3. If the Hughes Order Administrator is unavailable, escalate to the OAD, Hughes Order Administrator Director. The contact numbers are listed below. 4. If the OAD is unavailable, please contact the EID, Enterprise Installation Director. The contact information is provided below. 5. If unable to resolve the issue by following steps 1 through 4, please contact the Senior Director of Implementation Services. The contact numbers are provided below.
Escalation Contacts Normal Hughes Office Hours (m-f, 8:00 am to 5:00 pm, EST)
The name and contact number of your assigned OA is provided by your Hughes Program Manager. You may also contact the OAD at anytime. Table 3 - Escalation Contacts - Normal Hughes Office Hours Title Order Administration Director, OAD Enterprise Installation Director, EID Senior Director, Implementation Services Name Greg Fronda Ray Van Meter Andrea Dudrow Office 301-601-2660 858-452-4749 301-428-5779 Cell 301-536-1336 858-663-8426 301-674-0361
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Escalation Contacts OFF Hours (m-f, 5:00 pm to 8:00 am, EST and weekends) 1. The Regional Installation Manager for the region in which the site is located (see following map and contact numbers).
Table 4 - Regional Installation Managers Regional Manager W01 E01 C01 Last Maybaum Cronk Griffee Bob Meghan First Scott Office # 858-452-4623 301-601-2675 301-428-5957 Cell # 760-250-1442 301-252-2384 813-389-1379
Table 5 - Installation Management Contact Numbers Installation Management Enterprise Installation Director Order Administration Director Senior Installation Director Last Van Meter Ray Fronda Dudrow Greg Andrea First Office # 858-452-4749 301-601-2660 301-428-5779 Cell # 858-663-8426 301-536-1336 301-674-0361
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The sites installation schedule. Installer performance, behavior, or appearance. The quality and or aesthetics of the install. Damage, the caller believes, was caused by the installer.
Customer shall utilize their assigned Order Administrator or the escalation paths in Installation and Escalation Procedure section. Installation Support , Field Support and Escalation Procedures Page 21
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ARRIVE TIME IS FSE ONSITE? HAS 30 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES IS FSE ONSITE?
NO
NOTE: HAS 75 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES HAS 105 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES INFORMS THE HUGHES DISPATCH SUPERVISOR ANY TIME THE CSE WAS ONSITE BUT DID NOT REPORT IN
NO
NO
CONTACT THE H.E.A.T. TEAM FOR ESCALATION TO DM FOR MISSED ETA) IS FIELD SERVICE ENGINEER (FSE) ONSITE ?
IS FSE ONSITE ?
HAS 120 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES
NO
NO
HAS 60 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES HAS 90 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES CONTACT THE H.E.A.T. TEAM FOR ESCALATION TO ASM FOR MISSED ETA
CONTACT THE H.E.A.T. TEAM FOR ESCALATION TO DoS FOR MISSED ETA
G-29179 V 04/04/07
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REPAIR TIME
If no progress is made: FSE CONTACTS TECH SUPPORT ENGINEER AT 2 HOURS OF BEING ONSITE HAS 6 HOURS OF ONSITE TIME ELAPSED ? NO
YES
NO
YES
YES
A DETERMINATION IS MADE WHETHER TO DISPATCH A HUGHES FIELD ENGINEER TO THE SITE TO ASSIST THE FSE & TSE
G-29181 V 04/04/07
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For same issue: A CHRONIC SITE IS DEFINED AS: 3 OR MORE SERVICE CALLS WITHIN 30 DAYS OR 2 OR MORE IN 7 DAYS
THE HUGHES FIELD ENGINEER WILL MONITOR ACTIVITIES OF THE CALL AND DIRECT ACTIONS OF THE FSE & TSE
THE CALL IS MONITORED TO COMPLETION. INTERNAL HUGHES ESCALATION(S) TAKES PLACE AS REQUIRED
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Definitions: FSR = Field Service Representative (field tech) Qualxserv TSE = Qualxserv Tech Support Engineer Hughes TSE = Hughes Tech Support Engineer
Duration of events: Site hard down = same day actions thru hand-off to Installation team for expedited Repair Order assignment
No
No
Qualxserv Tech Support reviews PSR from FSR and if approved submits to Hughes TSE
Yes Phone call from Qualxserv TSE to Hughes TSE for assistance (no voicemail to be left)
Hughes TSE reviews PSR and advises Qualxserv TSE of next steps
Was service restored No Full operation verified Yes Hughes TSE contacts Regional Install Mgr for expedited order to be issued in Vantive No
No Yes
Dispatch ticket closed with repair actions taken or note of hand-off completed back to Hughes Install
Figure 6 - Hot Hand-Off Process Change Policy for Hughes Maintenance NOC
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Reporting
Reporting
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VI.
Reporting
This report package, which is compiled from Hughes in-house database, is posted within the first 10 days of each month. The following paragraphs contain a detailed description of the monthly report components. Monthly Availability Analysis % in Bar Chart Format This report is a bar graph that shows a sliding 12-month breakdown of the hub, remote, and network availability (weighted mean average). A line of data at the bottom of the columns shows the number of active sites recorded in the CRM database. Note: Count discrepancies should be reported to the assigned Program Manager. Outage Analysis Detail Report This report contains trouble ticket breakdown with Case ID, Site ID, Reported Problem, Resolution Code, Resolution Description, Covered Hours, Elapsed Hours, Outage Time, % of Service Lost, Non Available Hours, Date Resolved and Date Opened. The outage analysis detail and outage analysis percentage report from the Hughes Ticket System database allows you to view the breakdown by problem, date and time the trouble ticket was opened, date and time it was closed, site number, who the problem was assigned to, and the covered and elapsed hours. Outage analysis by site lists each site that had an outage during the reporting month. Reporting Page 29
Help Desk Manual H49020 (10/12) Remote Outage Analysis This analysis includes a breakdown of the trouble tickets for the reporting month, by cause, in the form of a color pie chart. In addition to the total number of sites in your network, the MTTR for both clock and actual outage period are provided at the bottom of the page Trouble Tickets Actual trouble tickets from Hughes CRM Ticket System database are available through the Customer Gateway. Tickets can be selected for viewing on the Case Search screen using such selections as date ranges and case status. Categories of tickets can be selected for viewing or printing from the Problem Status screen. The various categories include Open, Hold, Pending, Closed, or (All). Any of the categories can be selected with a specific date range specified. Any ticket that can be viewed can be printed using the Print Frame capability under the File Selection. Master Site List Summary This summary provides a count of the total number of sites broken down by Active Sites, Inactive Sites, Not Yet Commissioned Sites, Decommissioned Sites, Decommissions in Progress, Installations in Progress, and the Total # of Sites. This report is produced at the beginning of the month as well as mid-month to accommodate customer billing cycles. Master Site List This list contains a listing of all customer-commissioned sites to date. This information comes from data gathered by Hughes CRM Ticket System database. This list is sorted by site ID number and includes the following fields: Site ID, Site Status, location name, Site address, City, State, ZIP code, Primary contact name, Primary phone number, Date created, Adapter model, NOC, Commission date, and Decommission date. This report is produced at the beginning of the month as well as mid-month to accommodate customer billing cycles. Newly Commissioned Sites List This list shows all the sites that were commissioned during the reporting month. The information, which is gathered through Hughes database, lists the site ID number and includes the following fields: location name, site address, city, state, contact name and phone number, commission date, type of unit installed, and the National NOC facility on which the site is supported. Customer Remote Service Performance Summary This summary lists the total number of commissioned sites to date, total number of decommissioned sites to date, total number of active sites at the end of the reporting month, total available hours (for remote network), total non-available hours (for remote network), Mean-time between maintenance activity (remote network), remote availability without rain fade, percent of tickets requiring remote dispatches, and percent of tickets not requiring dispatch. In addition, the report includes a table that displays a breakdown of the trouble tickets for the reporting month by cause area, total count by cause area, % of cause of breakdown by area, hours of outage by area, and the average outage time by breakdown area.
Reporting
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Help Desk Manual H49020 (10/12) Remote Maintenance Field Service Metrics These metrics contain the Number of Sites, Contract Calls, Monthly Contract Call Rate, First Call Fixed, % of First Call Completion, Dispatches Meeting Response Time, Dispatches Meeting Restore Time, Average Response Time (Hrs), % of Response Time Within Target, Average Restoral Time (Hrs), % of Restoral time within Target, Calls Open > 24 hrs, Calls Open > 48 hrs, % of Calls Open > 24 Hrs, and % of Calls Open > 48 Hrs.
Reporting
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