Vtel

SERVİCES

SERVİCES

Overview :

VTEL’s  NGN portfolio allows customers to realize their NGN future: From entry-level enterprise IADs through to NGN Class 4 and Class 5 solutions including the IP Centrex and Mobile Centrex for major carrier ,  service provider networks and enterprise networks. VTEL  Services offer clearly structured service-packages for the complete product portfolio tailored to technical and commercial business needs.

Our Service-Mission is based on Quality, Competence, Commitment, and Flexibility. Our Key-Target is CUSTOMER SATISFACTION

 

 

1. Pre-in Service Packages :

The Pre-In-Service Packages cover all services applicable before / from start of a customer project to bringing a product/solution in-service.

 

1.a  Project Management :

Service Definition :

VTEL provides a Project Manager to take responsibility for initiating, executing, and controlling of individual project activities. A Project Manager can oversee and coordinate activities relating to an ongoing project or a limited set of tasks defined by the customer.
VTEL project managers cover a special combination of abilities with both broad and specialized technical knowledge and good communications skills. VTEL project managers act as a single point of control for the project and work with the customer’s management and operating staff by coordinating engineering-, installation-, and vendor-related issues and activities

Key Features

  • Developing project requirements
    • Maintaining a project schedule
    • Serving as a single point of contact for project management activities
    • Maintaining budgetary controls
    • Reporting on project activities
    • Certified project managers
    • Regular project meetings

 

Deliverables
Project documentation (Project Plan, Scope of Work)

 

1.b  Planning& Engineering

Service Definition
Working from your network and business requirements, VTEL can provide planning & engineering services throughout the life cycle of your network equipment. We can help you design an efficient, up-to-date infrastructure that meets your current needs and facilitates cost-effective future expansion.

Our engineering team can design comprehensive network architecture to provide complete, end-to end service delivery and operational support capability.

 

Key Features

  • Infrastructure and interconnection requirement definition
  • Key Features for standard product delivery (implementation phase):
  • Assistance for interconnection conception
  • Network element engineering
  • Key Features for solution delivery (project oriented- pre-order phase):
  • Network design
  • HW- & SW engineering
  • Interconnection requirement specification
  • Development of Provisioning, Migration, Integration, & Customization strategy

Deliverables

  • Site Requirement Document
  • Logical network drawings & IP Setup
  • Mounting/Cabling drawings
  • Inventory List

 

1.c Site Survey

Service Definition
Site survey is a service-option prior to installation. It is important to identify the readiness of a site to allow the installation of products without unexpected delays. VTEL  will cover all activities to analyze and advise on realization of contract installation.
Notice: This service will be offered for large scale projects. Normally the customer shall verify the fulfillment of requirements (infrastructure/environment) as defined in the site requirement document.
Applicable for large scale projects

Key Features
Site location access & security
Preconditions for delivery
Room-space in accordance to requirements
AC/DC power availability
Cabling requirements
Air condition
Check mounting positions

Deliverables
Site survey report

 

1.d  Installation

Service Definition
Installation Services provide you with a complete suite of installation services that meet the requirements of any network deployment across VTEL Solutions portfolio. Through proven processes, product expertise and intelligent soft-tools,

This service covers all activities for physical installation (rack mounting cabling) and power up, and enabling remote access if applicable. After this stage, the equipment is ready for onsite or remote commissioning to bring the system/applications into service.

VTEL  enables network operators to meet mission critical deployment schedules with optimal element and network integrity.
Note: Installation does not include commissioning tasks
Key Features

  • Schedule
  • Rollout on-site engineer and technician staffing
  • Pre-installation hardware testing
  • HW mounting (rack)
  • Cabling/wiring
  • Power up and basic operating system configuration
  • Establish remote access

Deliverables

  • All system elements are rack mounted, cabled, & powered
  • All system elements have IP connectivity for remote access (base requirement for commissioning)

Options

  • Site survey
  • Commissioning

 

1.e Remote Installation Assistance

Service Definition
Remote Installation Assistance is a service targeted at experienced customers performing the installations themselves to help carrying out all required steps to power-up the system and enable remote access if applicable.
Note: This service replaces the Installation Package
Key Features

  • Providing required installation documentation
  • Remote support for the whole installation process on a predefined schedule

Deliverables

  • Site requirement document
  • Mounting and cabling description
  • Power up’ instructions
  • Description for setup IP connectivity for remote Access

Options

  • Commissioning

 

1.f Commissioning

Service Definition

  • Commissioning Services provide you with a suite of services that meet the requirements of any network
  • deployment across VTEL’s product portfolio to be readied for acceptance or brought into service.
  • This includes network configuration, application setup, enabling basic interconnectivity, and providinga setup for functional testing.
  • Commissioning of the installed systems is based on international standards as well as  technicalmanuals and policies.
  • As an option VTEL offers support to customers throughout their internal acceptance testing.
  • Customershall make these procedures available to VTEL  in advance.

Note: Provisioning Service of end-users/interconnections and 3rd party integration is not included


Key Features

  • Generic network element configuration (IP setup for VTEL  network elements)
  • Application configuration according to site requirements for each VTEL  network element
  • Setup for basic functionality test
  • Pre-in-service testing (basic functional testing)
  • Ready for acceptance

Deliverables

  • Establish connection from customer access network to the core network (if applicable)
  • Establish single PSTN and/or VOIP interconnection connectivity for acceptance test (if applicable)
  • Ready for acceptance

Options

  • Site survey
  • Provisioning Services
  • Inter-Operability-/Interworking-Tests
  • Integration / Migration
  • Acceptance testing support

 

1.g Acceptance Testing Support

Service Definition
Acceptance Testing Support – either remote or onsite – enables the customer to run through a predefined set of acceptance tests. This will allow for an objective view on the readiness of the system for production use, highlighting and testing all functional parts of the VTEL  system.
Note: A customer technician must be available onsite performing the acceptance tests during the scheduled timeframe
Key Features

  • Customize test plan (based on the standard test plan)
  • Support customer to setup & run the predefined set of tests
  • Tracking and reporting of issues during acceptance
  • Providing technical support and guidance during acceptance

Deliverables

  • Acceptance Test Plan document
  • Signed acceptance report
  • Options
  • Integration / Migration
  • Provisioning

 

1.h Migration

Service Definition
Our migration services provide a structured way to upgrade existing VTEL Solutions or migrate 3rd party services into VTEL network services to enhance your network capacity and end-user features. Migration targets changes (e.g. capacity enhancements, upgrades or replacements of network elements)to a live network. These have to be performed with care. The challenges of a migration are:

  • having minimum impact on the end-user
  • passing as fast as possible to provide end-users with access to new features and services hence gaining revenue.

Migration services include complex database migration concepts, network service migration and network reconfiguration.
Note: This package will be offered on project base. The scope of migration is limited to the predefined set of services during requirements gathering
Key Features

  • Analyzing migration requirements and engineering
  • Effort estimations and proposed schedule
  • Detailed offer for Migration
  • Project management for service and data migration
  • Develop migration plan (method of procedure) including data migration procedures
  • Defining rollback scenario (worst case precautions)
  • Performing the migration according to the migration plan
  • Functional service tests
  • Optional service/data monitoring for a predefined timeframe after the migration

Deliverables
Provide migration plan (method of procedure)
Migration completed, system ready for operation
Options
Integration
Interoperability-/Interworking-Test (IOT) Certification

 

2. Post –In- Service Packages :
The Post-In-Service Packages cover all services available from in-service to the end-of-life of a solution/product:

2.aService Agreements for AGW

Service Definition :
VTEL  Service Agreement for AGW covers a wide range of typical 2nd/ 3rd -Level support issues from initial problem reception to its resolution. Highly-qualified technicians assist the customer in all cases of technical problems. They are trained to analyze & resolve even severe SW & HW problems on besteffortbasis.VTEL lab-infrastructure ensures that every customer network situation can be reproduced quickly. Remote-access facilities exist to diagnose systems all over the world without travelling. Support
covers the additional answering of technical and operational questions about VTEL telecommunication systems and support for operational problems during business hours.
Note: Services provided in the Service Agreement for AGW are available during business hours.

Key Features
Business Hours Technical Support
Software version upgrades
Web-based issue tracking/reporting
Technical guidance
Deliverables
Consulting Services
Operational Services

 

2.b Service Level Agreements

2.b.1 Premium SLA :

Service Definition
VTEL Premium SLA covers a wide range of typical 2nd/ 3rd -Level support issues from initial problem
reception to its resolution. Highly-qualified technicians assist the customer in technical problems. They are trained to analyze
& resolve even severe SW & HW problems within predefined target-times. VTELlab-infrastructure ensures that every customer network situation can be reproduced quickly. Remoteaccess facilities exist to diagnose systems all over the world without travelling. Support covers the additional answering of technical and operational questions about VTEL telecommunication systems and support for operational problems during business hours.


Key Features

    • 24 x7 Emergency Recovery
    • Business Hours Technical Support
    • Guaranteed target times for failure resolution
      • Critical issues 8 hours
      • Major issues 24 hours
    • Providing Major Software Versions
    • Advanced Replacement
    • Web-based issue tracking/reporting
    • Technical guidance
    • Spare Parts Storage
    • Extended Hardware Warranty
    • Escalation management

Deliverables

    • Consulting Services
    • Operational Services

2.b.2 Standard SLA :
Service Definition
VTEL  Standard SLA covers a wide range of typical 2nd/ 3rd -Level support from initial problem reception to its resolution. Highly-qualified technicians assist the customer in all cases of technical problems. They are trained to analyze & resolve even severe SW & HW problems within predefined target-times. VTEL  lab-infrastructure ensures that every customer network situation can be reproduced quickly.
Remote-access facilities exist to diagnose systems all over the world without travelling. Support covers the additional answering of technical and operational questions about VTEL  telecommunicationsystems and support for operational problems during business hours.
Note: Services provided in the Standard SLA are available during business hours.
Key Features

    • Business Hours Technical Support
    • Guaranteed target times for failure resolution
      • Critical issues – next working day
      • Major issues – 2 working days
    • Providing Major Software Versions
    • Advanced Replacement
    • Web-based issue tracking/reporting
    • Technical guidance
    • Extended Hardware Warranty
    • Escalation management

Options

  • Consulting Services
  • Operational Services

 

2.c Extended Hardware Warranty

Service Definition
Extended Hardware Warranty (EHW) extends the validity of the warranty period and applies only to hardware. It does not include any support for installed or includes software. It includes unlimited repairs for the systems named in the system slip during the agreed period of the extension.
Note: This Service is part of the Standard and Premium SLA

Key Features
Includes unlimited repairs for the systems named in the system slip

 

2.d On Call Support Packages

Service Definition
Our on-call support packages provide prepaid support for VTEL products (not available for AGW products) that are still under regular support. This package allows you to purchase on an hourly basis the following services from VTEL  Service Portfolio :
Technical Assistance Service– Business Hour Support (limited)
SW-Upgrade Service Note: The On Call Support variant of Technical Assistance Service does not provide guaranteed target
times for failure resolution. For guaranteed target times please select the Extended Software Warranty in the SLA packages for VTEL products.

Key Features
10, 20, 50 hour packages
Business hour support
Performing Software updates (Within the same major release)
Options
Onsite support

 

2.e  Consulting Services

Service Definition
VTEL  has the telecommunication consulting expertise to help you improve your network and capitalize on your business investments. We understand the short and long-term costs and benefits associated with different telecom alternatives and can help you to avoid critical mistakes in cost and quality. Our consulting services help customers to save time, money, confusion, and aggravation in collecting and analyzing information, optimizing systems, evaluating alternatives, implementing changes, and
working with vendors. Consulting includes the following services but are not limited to:

  • Technical consulting
  • Performance Analysis & Statistics
  • Network Optimization

Note: This service will be offered on a project basis.
Key Features
New customer / product introduction
Specifications - functional and technical requirement analysis and Request for Proposal (RFP).
Performance Analysis & Statistics
KPI definition
Customized graphs & charts
Regular analysis-reports & meetings
Network Optimization
Recommendations
Parameter adjustment
Upgrade strategies


3. Training

Service Definition
VTEL training offer spans from entry level courses and general technology introduction to advanced System Administration and Troubleshooting (available for every product of VTEL  portfolio). Training courses are delivered both as class based sessions and extensive hands-on training and lab exercises. The number of participants per session is kept to a maximum of 6 in order to maximize training results. Participants can join one of the many dates scheduled throughout the whole year at our premises in
Berlin or request customized training that can be also held at customer premises. All courses are delivered in English and German.
VTEL  training is structured in a modular way; modules from different products can be combined in order to address your specific training needs (and customized content can be provided upon request). Please contact your VTEL Account Manager in order to receive more details about available modules
and dates.

Key Features
Technology introductions
Manager trainings (decision-makers)
Product- specific trainings
User-specific trainings
Hands-on (practice)