 |
|
Ability of the tracking system is
to calculate Customer's Avaibility,
which is automated using NTS Solution |
| |
|
|
|
|
Report on disconnection and problem
patterns and come up with appropriate
preventive solution |
| |
|
|
|
|
User defined escalation process |
| |
|
|
|
|
Integrate with customer information,
service information and network information |
| |
|
|
|
|
Communicate actions with other departments
(CRM, Management) |
| |
|
|
|
|
Escalate open tickets based on time,
severity, impact criteria |
| |
|
|
|
|
Allow bulk customer notifications
via mail |
| |
|
|
|
|
Calculate Service Availability, based
on tracked tickets |
| |
|
|
|
|
Use network inventory information
to calculate downtime, this includes: |
| |
|
| > |
Customers
on the same POP (which was down),
and they reported service outage.
If number of down time minutes
is known for this POP, consider
outage time for each reported
customer to be the same |
| > |
Customer
using a specific service, which
was down for few minutes, correlate
those customers and get down time |
|
| |
|
|
|
|
Report on response time |
| |
|
|
|
|
Report on performance |
| |
|
|
|
|
Perform Service Down/Service Quality
Pattern Analysis, including: |
| |
|
| > |
Dates and times
dimension |
| > |
Site dimension |
| > |
Technology/service type dimension |
| > |
Local Loops |
| > |
Others |
|
| |
|
|
|
|
Integrate with NPM for Network Projects |
| |
|
|
|
|
Support SMS messaging to alert and
inform customers |
| |
|
|
|
|
Provide access to Network Inventory
data, IP Address data (mainly assignment). |
| |
|
|
|
|
Generate Management Report (twice
a day, use e-mail list) |
| |
|
|
