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O&M Support Service Proposal
O&M Support Service Proposal
Maintenance Support
Service Proposal
O&M Support Service Proposal
Table of Contents
1 Introduction ............................................................................................................................2
2 Details of Services ...................................................................................................................3
2.1 Help Desk Service ..........................................................................................................3
2.2 Technical Support Service..............................................................................................3
2.3 Hardware Support Service..............................................................................................5
2.4 Software Support Service ...............................................................................................5
2.5 Technical Correction Service .........................................................................................5
2.6 Knowledge Database Service .........................................................................................6
3 Service Level Agreement........................................................................................................7
3.1 Problem Severity ............................................................................................................7
3.2 Service Level Commitment............................................................................................7
4 Responsibility Matrix .............................................................................................................9
5 Service Organization ............................................................................................................12
5.1 Organization Structure Diagram...................................................................................12
5.2 Responsibilities ............................................................................................................12
6 Service Flow ..........................................................................................................................14
6.1 Technical Support Service Flow ..................................................................................14
6.2 Emergency Troubleshooting Service Flow ..................................................................18
6.3 Hardware Support Service Flow ..................................................................................21
6.4 Software Support Service Flow....................................................................................23
6.5 Technical Correction Service Flow ..............................................................................26
7 Service Quality Guarantee Plan ..........................................................................................28
7.1 Service Competence .....................................................................................................28
7.2 Alarming Escalation Rule ............................................................................................28
7.3 Real-time Telephone Callback .....................................................................................29
7.4 Customer Complaint Handling.....................................................................................29
7.5 On-site Service Quality Inspection...............................................................................29
7.6 Service Quality Assessment .........................................................................................29
7.7 Service Quality Control................................................................................................29
8 Glossary .................................................................................................................................30
8.1 Definitions ....................................................................................................................30
8.2 Abbreviations and Acronyms .......................................................................................31
Tables
Table 1 Technical Support SLA ............................................................ 7
Table 2 Hardware Support Service Commitment.................................. 8
Table 3 Other Requests Commitment.................................................... 8
Table 4 Responsibility Matrix ............................................................... 9
Table 5 Description of Technical Support Services Flow ................... 16
Table 6 Description of Emergency Troubleshooting Service Flow..... 19
Table 7 Description of Hardware Support Service Flow..................... 22
Table 8 Description of Software Support Service Flow ...................... 24
Table 9 Description of Technical Correction Service Flow ................ 27
Table 10 Description of Preventive Inspection Service Flow ........Error!
Bookmark not defined.
Table 11 Escalation Rules for Emergency Cases Reporting ................. 28
1 Introduction
To guarantee stable and efficient running of ZTE communication equipment in
the PTC network, and satisfy PTC’s high-level, all-round and individualized
service demands, ZTE presents this Proposal for Operation and Maintenance
Support Service (abbreviated as Proposal in the following) according to practical
conditions and demands of PTC’s network. The proposal stipulates service
content and quality standard supplied by ZTE, service operation process that both
parties should comply with, and contact methods of both parties.
As an integral part of the O&M support service contract signed by ZTE and
Purchaser, the proposal has the same legal force as the service contract.
The contents of this Proposal is proprietary confidential for both parties and shall
not be disclosed to other party without agreement of ZTE and Purchaser.
2 Details of Services
ZTE is able to offer a series of Support Services to ensure you can benefit from
them. These services are:
1. Help Desk Service
2. Technical Support Service
♦ Telephone Support Service
♦ Remote Access Service
♦ On-site Troubleshooting Service
♦ Emergency Troubleshooting Service
3. Hardware Support Service
4. Software Support Service
5. Technical Correction Service
6. Knowledge Database Service
or the GCSC of ZTE through telephone or fax. After receiving the PTC request,
The LCSC or the GCSC of ZTE creates a Service Request record in the
Information System and transfers the request to the FSO. The FSO will appoint
professional maintenance engineers to perform telephone support, guiding the
customer in ultimately eliminating the problem. All service requests are
monitored until closure.
If the telephone support service cannot solve the PTC’s problems, the FSO or
TAC will further provide the remote access or on-site troubleshooting service.
3.1.1 Critical
Critical incidents are problems which severely affect service, capacity/traffic, billing,
and data process capabilities. Critical problems require immediate corrective action,
regardless of time of the day or day of the week.
For example:
- A total system failure
- 10% or more reduction in traffic capacity or data process capability
- Any loss of safety or emergency capability (e.g., 911 calls)
- Any harm to person due to the use of the equipment
3.1.2 Major
Major incidents are problems which seriously affect system operation, maintenance and
administration. Major problems require immediate attention and succeeding planned
corrective action. The urgency of major severity is less than of critical severity because
of a less immediate or impending impact on system performance, end-users, operation
and revenue.
For example:
- 5% to 10% reduction in traffic, capacity or data process capability
- Reduction in measurement function for capacity/traffic
- Any loss of diagnostic capability and/or visibility of management or maintenance
- Degradation of the system’s ability to raise critical or major alarm
- Billing error rate exceeds acceptable value
- Performance reduction of billing or system databases
3.1.3 Minor
Minor incidents are problems that are not viewed as critical or major. A minor problem
may have impact on one or limited number of users. Minor problems neither
significantly impair the functioning of the system nor significantly affect service to end-
users. These problems are tolerable during system use.
Notes: the SLA related to the third party hardware will be compliant with the
specifications of original suppliers.
4 Responsibility Matrix
Table 4 Responsibility Matrix
1 Help Desk
5 Service Organization
5.1 Organization Structure Diagram
In order to deliver services to global customers, ZTE has set up over 70 branch offices
worldwide. The global customer service organization contains three-level structure
shown in Figure 1.
Z
T
RCSC Second Level TAC
E Spare parts Center
Region
Customer
5.2 Responsibilities
5.2.1 GCSC
The GCSC is established in ZTE headquarter to provide problem-solving services to
global customers. When PTC has any difficulty or any technical problem that cannot be
solved in the equipment of ZTE, they can make service requests to the GCSC through
telephone, fax, e-mail or website. After receiving a customer’s request, the GCSC
creates a Service Request record in the Information System and transfer the request to
the Technical Assistance Center (TAC). All service requests are monitored until closure.
5.2.2 RCSC
The RCSC is a medium organization of GCSC, and located in the ZTE oversea
administrative region. The RCSC can offer the senior technical support and
implementation support for the whole region, and also there are some maturity spare
part warehouses for the customer service.
5.2.3 LCSC
The LCSC is a branch organization of GCSC, and established in the ZTE
Representative Office in Manama/Bahrain Manama to provide problem-solving
services to all customers in Bahrain. When PTC could not solve any difficulty or
technical problem of ZTE equipment, they can make service requests to the LCSC
through telephone, fax, or e-mail. After receiving the PTC request, the LCSC creates a
service request record in the Information System and transfer the request to the
Technical Assistance Center (TAC). All service requests are monitored until closure.
5.2.4 RRC
Established in ZTE headquarter, the Repair & Return Center (RRC) is responsible for
repairing the faulty parts delivered by Second Level Spare-parts Center, processing the
requirement of spare-parts submitted by it, as well as the management of all Second
Level Spare-parts Center and Third Level Spare-parts Center globally. If necessary, the
RRC coordinates the global resources of spare parts to satisfy customers’ demand.
5.2.7 FSO
Established in Manama, the Field Service Organization is responsible for rapidly
response to local customers’ support service request.
5.2.8 TAC
Established in Manama, TAC receives the equipment problem escalated from Field
Service Organization, and provides technical support to Field Service Organization via
telephone, remote support or onsite support.
5.2.9 TEC
Established in ZTE headquarter as the final organization for problem elimination, TEC
receives the equipment problem escalated from TAC, and provides technical support to
TAC and Field Service Organization via telephone, remote support or onsite support.
And TEC is also responsible for analyzing the major problems and providing the final
solutions.
6 Service Flow
In order to deliver professional services to customers, ZTE designs a set of service
flows. With these service flows, ZTE satisfies the demands of not only rapid restoration
and fixing problem, but also tracing, reporting and management. We present the
following service flows to PTC:
• Technical support service flow
• Emergency troubleshooting flow
• Hardware support service flow
• Software support service flow
• Technical correction service flow
• Preventive inspection service flow
If a problem occurs, the personnel of PTC make the situation clear and diagnose
2 Problem occurrs Customers
firstly.
If the problem could not be fixed, PTC can ask ZTE LCSC or GCSC for technical
support. And PTC shall provide the following information:
• Customer Name
• Contact Person
3 Make service request Customers
• Phone Number
• Product name
• Address of problem site
• Problem description
ZTE LCSC and GCSC will generate a CALL LOG record after receiving request from
4 Accept the request CSR
PTC, and transfer it to FSO through IT system.
ZTE will assign skilled support engineers to provide technical support by telephone or
remote access. And PTC should assign related personnel to assist the engineer to deal
7 Telephone/Remote support FSO
with the problem. ZTE will provide workaround or fix solution and guide PTC to
solve the problem.
If the problem could not be fixed remotely, ZTE will assign support engineer to go to
9 Onsite support FSO
field and provide onsite support and troubleshooting.
ZTE Confidential Proprietary 16
O&M Support Service Proposal
10 Is it solved? FSO If the problem is solved, go to Step 17. Otherwise, go to step 11.
11 Ask for escalation FSO If the problem is still not solved, FSO will escalate the case to TAC.
12 Troubleshoot and instruct TAC TAC in the region will instruct FSO to continue troubleshooting.
13 Is it solved? TAC If the problem is solved, go to Step 17. Otherwise, go to step 14.
TEC collects the problem information from TAC and FSO, access into the system and
14 Remote access and diagnosis TEC
instruct FSO to make onsite operations.
Onsite troubleshoot with
15 FSO FSO assists TEC to make onsite operations, field test and etc.
instruction
16 Is it solved? FSO If the problem is solved, go to Step 17. Otherwise, go to step 14.
18 Call back CSR ZTE CSR will call back customer to make sure that the problem has been removed.
Customers give the comments or suggestions, and ZTE will record and collect them to
19 Customer feedback Customer
improve future services.
20 End End
Emergency problem Customer can make a request to LCSC/GCSC or any engineers of ZTE by all
2 Customer
request means.
Once receiving the emergency request, CSR will notify CSM to deploy support
3 Accept request CSR of LCSC resource immediately, and then log the request to IT system, and inform GCSC
to coordinate TEC to provide support at once.
Once receiving the emergency request, any TSE/CSM of LCSC will notify CSM
to deploy support resource at once, and then inform CSR to log the request to IT
4 Accept request CSM or TSE of LCSC
system, and CSR will inform GCSC to coordinate TEC providing support at
once.
After the problem is fixed at last, LCSC/GCSC should call back customer to
15 Call back customer CSR
ensure that the problem have been solved.
16 Customer feedback Customer Customers confirm the report from ZTE and give their comments or suggestions.
17 End End
Write down problem Describe and write down the phenomenon and situation of hardware problem.
2 Customer
description Fill in the Registration Form for Repair&Return Equipment..
According to agreed responsibility, send the repair or swap service request to
ZTE RRC (RRCN@zte.com.cn) or third level spare-parts center. The
3 Service request Customer Registration Form for Repair&Return Equipment should be sent by e-mail. And
the package information of faulty device is also important and needed, such as
package size, weight and goods description.
ZTE RRC or Third level After receiving repair request and necessary documents, ZTE staff in charge will
4 Acknowledge
spare-parts center acknowledge and confirm with customer to send faulty device.
After getting acknowledgement of ZTE, customer can send the faulty device to
5 Send faulty device Customer ZTE RRC or third level spare-parts center with respect to the agreed
responsibility.
Confirm receipt of ZTE RRC or Third level Once receiving the faulty device, ZTE RRC or third level spare-parts center will
6
devices spare-parts center check the device status and confirm to customer.
Repair or Swap
ZTE RRC or Third level ZTE RRC or Third level spare-parts center checks the faulty device, and repair
7 devices according
spare-parts center or swap it.
to SLA
Deliver repaired or
ZTE RRC or Third level After the faulty device was repaired, ZTE will send it to customer. If the swap
8 swapped devices to
spare-parts center service is activated, the swapped part will be sent.
customer
Once receiving the returned device, customer should confirm with and give
Confirm receipt and
9 Customer feedback to ZTE RRC or third level spare-parts center. Customer should fill in
give feedback
the Customer Receiving Feedback Form.
10 End End
2 Software update application TSE Technical engineers make a request for update implementation to CSM of LCSC.
Communication with
3 TSE and Customers Before software update implementation, ZTE will inform customer about details.
customers
4 Does customer agree? Customer If PTC doesn’t agree the update solution to fix problem, go to Step 22. Otherwise go to Step 5.
If update implementation failed, both parties should restore the system to the pre-update backup status
13 fallback to old version TSE
according to the fallback plan as soon as possible.
If the fallback succeeds, go to Step 17. Otherwise, go to Step 15 and start up emergency troubleshooting
14 Does fallback succeed? TSE
procedure immediately.
Emergency Troubleshooting
15 TSE Refer to Emergency Troubleshooting Flow
Flow
Organizing spare parts
16 TSE If necessary after the update succeeded, ZTE will upgrade related spare part.
upgrading
Does this update introduce The in-charge TSE will confirm whether there is new problem introduced? If so, go to step 18. Otherwise,
17 TSE
new problem? go to Step 19.
After successful update, the in-charge TSE arranges shift observation on the equipment status and report to
19 Following arrangement TSE
PTC.
Submit summary report and At the same time with Step 19, TSE will draft summary report of this update and submit to customers. And
20 TSE
customer training TSE will make necessary training about the update.
Customer will review the report and give the comments. And the related personnel shall attend the training
21 Review the report Customer
if necessary.
22 End End
8 Glossary
8.1 Definitions
Consumables: shall mean the items which fail due to fair wear and tear, such as fuses,
lamps, and etc.
Critical Part: shall mean the part whose failure shall result in system downtime.
Critical Spare Part: shall mean the spare component for the Critical Part.
Equipment: shall mean the system hardware and software supplied by ZTE under the
terms of the contract signed by both parties.
Field Engineer: shall mean the qualified ZTE engineers who provide onsite support
and services.
Field Replaceable Unit: shall mean any element of Hardware which may be made
available as a separate part in order to remedy a Problem on the Hardware or which
may be exchanged against other parts.
Hardware: shall mean the physical elements of equipment supplied by ZTE excluding
Documentation.
Non-critical Part: shall mean the part whose failure might affect part of system
availability and/or performance somewhat, but shall not result in system downtime.
On-Time Delivery: shall mean the percentage of order/items accepted on the customer
requests. It measures timeliness of delivery of services to customers.
On-Site Response Time: shall mean the interval from ZTE confirming onsite support
to the time when ZTE support engineers arrive on site.
Problem Severity Level: shall mean the classification of a problem according to the
predetermined criteria of impact.
Purchaser: shall mean PTC.
Response Time: shall mean the interval from receiving the call from customer to the
time of the first telephone reply from ZTE personnel.
Service: shall mean the activities performed by ZTE according to the SLA defined in
Section 5.
Service Available Time: shall mean the hours and days during which Purchaser may
call ZTE depending on the SLA agreed by both parties.
Service Level Agreement: shall mean a written agreement between ZTE and Purchaser,
defining the key service targets and guarantees of both parties.
Site: shall mean any premise in Bahrain where any Equipment is in commercial
running or where any related Service may be ordered to be performed.
Software: The set of computer programs, procedures, and possibly associated
documentation and data, but excluding source code.
Software Update: shall mean a revision to an already approved and released Software
version to introduce defect and/or improvement to already approved Software features.
Source Code: shall mean all the instructions made in the programming language(s)
(assembly and/or any higher-level) which the Software is based on (as opposed to the
object code).