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Maintenance Strategy : |
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Objective :
Mission critical services in today's public and private networks are more dependent every day on
smoothly functioning network infrastructures. There is a need to provide new types of services and increase
the availability of network infrastructures. Today's networks require a comprehensive installation and
maintenance strategy. All business processes and routines relevant to network installation and maintenance
must be optimized for effectiveness and efficiency.
All technologies have to inter-work and inter-operate. Installation and maintenance procedures for these
new infrastructures have become most challenging. The financial impacts of system downtimes or installation
problems need to be evaluated in order to determine the optimum infrastructure.
The changes in network infrastructures and services have resulted in a new direction for network maintenance.
Symptoms appear at different locations in very different forms, and they are increasingly more difficult to
isolate and resolve. You need to be certain that your network can take your business where it needs to go.
Rtronix , with an understanding of these mission critical applications, is devoted in providing quality
services to the Telecom Service Providers through innovative technological solutions. The company focuses on
harnessing the excellent intellectual capital available in the country and combines it with the latest in
technology to provide reliable centralized monitoring and fault resolutions.
Rtronix offers a solution that can improve the performance of your network, lower your capital expenditures, and free you up to focus on the things that will make your business more competitive. You'll also be informed about the performance of your network. Also, by accessing the assets database, you'll be able to review the device model, capabilities, performance, and location of every key element on your network. |
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The Organisation : |
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Rtronix organizes its teams with respect to three poles of competence, to ensure that they are fully equipped to provide a seamless maintenance service to its customers. |
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The maintenance organization has the built in capability to provide service guarantees to
customers seamlessly. Once the Networks are operational, Rtronix would continue to guarantee operational reliability
and security by offering a range of services essential for guaranteed uptime of the Network. These would allow the
operators to offer their clients uninterrupted and quality services with the utmost confidence |
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Preventive Maintaenance : |
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Preventive maintenance allows the maintenance and inspection of a certain number of
parameters that are essential for the correct operation of the network and to forestall any anomalies.
Trained engineers of the field support group carry out this activity.
On the basis of such site visits by Rtronix field support engineers, this preventive maintenance deals principally with:
Physical check and general condition of equipment installed
Analysis of statistical counters and indicators on the equipment
Switchover of redundant units
Checking of battery status and other power elements
Checking of mechanical infrastructure such as masts, antenna etc.
Checking of measurable parameters
Fault log and database monitoring
Checking of cables and connectors
Testing of earth resistance and other safety features and devices
Onsite analysis is carried out in compliance with the “Inspection Schedule” for the products and networks in
question. Visits are made periodically as per contract terms and in presence of the customer’s representatives who
ensure site access and the possible availability of spare parts.
The technical support team at the Fault Control Center may optionally use remote access to customer’s network,
if available, at customers request and under customers supervision, for carrying out preventative maintenance.
Two cases may arise after a preventive maintenance visit: |
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There is no incident risk a visit report is made and sent to the customer within five working days following the Rtronix visit |
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The intervention brings to light an incident risk: the engineer issues a statement
“informing of the incident risk”. He carries out, if possible, remedial action on the spot with the customer’s
signed agreement. If this remedial action cannot be carried out immediately, the Rtronix engineer sends to the
customer, within two working days following the intervention, an “incident risk” report, proposing corrective action.
Upon receipt of a confirmation in writing from the customer, an intervention is carried out in the framework of the
intervention clauses of the maintenance contract. |
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Telephonic Assistance : |
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The telephone assistance allows the customer to obtain technical assistance in
analyzing and/or resolving problems detected in the Network.
The service is available 24x7 and consists of a customer interaction group and a technical support group.
All engineers manning the customer interaction group, and providing frontline support to the Operator, are
sufficiently trained in the products under management to provide for comprehensive technical support in the
event of an alarm. With the help of technical information (network architecture, equipment details, any
particularities , software versions, etc.) on the network available in our system, they can offer comprehensive
help in eliminating faults and initiating action suited to the problem.
Wherever feasible, the Customer support operator manages a remote intervention on the managed Networks by
monitoring the Fault logs available in the customer’s equipment or the monitoring system through a remote
interface. The data generated in the managed equipment is logged and periodically downloaded on a central
server available at the Fault Control Center. This data is continuously analyzed through specially
developed software and displayed on the customer service engineer’s terminal as a fault report.
The data also helps the customer service engineer, through a dedicated client platform especially implemented
for and permanently representative of the specific network, to analyze the health of the network and advice
corrective action wherever necessary.
On observation of a fault situation, the customer service engineer, after analyzing the probable causes of failure,
immediately contacts the customer to initiate the first line maintenance activity, which could be conducted
by the operator, towards resolution of the problem.
Alternatively, the customer could contact the Hot line assistance in the event of a problem and is directed to
the appropriate customer service engineer who would provide technical support in first line resolution of the problem.
The customer service engineer, on attending a fault situation, also generates the Incident log, recording the time
of fault observation/complaint, system ID and the action taken in resolution.
Based on the understanding of the problem, and the probable recourse to resolution, the following actions would be initiated: |
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Correction is feasible without any change in Hardware modules :
first line operator is explained the methodology, and on resolution, events are recorded in the
fault log and closed. |
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The problem requires the replacement of a sub-assembly available in the
set of spares with the customer :
the customer carries out the replacement with assistance of the service engineer via telephone,
and the faulty module is sent to the repair center for repairs. |
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On site intervention is required :
the service engineer would send the fault log for the customer’s acceptance of the intervention.
On receipt of the intervention confirmation form, the intervention request is forwarded to the field support group
for corrective action. Once the intervention is completed, the fault control receives an intervention sheet
enabling him to close the on-line incident log, after entering the action undertaken. Intervention is carried out
in the framework of the Intervention clauses of the Maintenance Contract |
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On Site Iintervention : |
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Following telephonic assistance, and remote maintenance (if authorized by the customer),
the problem remains unresolved, corrective maintenance, via on site intervention, is carried out within the scope
of the maintenance agreement between the customer and Rtronix and within a period defined in the intervention
clause of the agreement. The period starts from the date and time of reception of the fault report and customer’s
written communication confirming the intervention request. These periods may be graded as per the terms of the
contract from 2 to 48 hours, valid during working hours or else 24 hours a day/ 7 days a week
On receipt of the intervention request, and based on the analysis of the fault by the Customer support engineers
at the Fault Control Center, and on preparation of the necessary equipment and tools for intervention, an engineer
is assigned to intervene in accordance with the contractual deadlines.
Intervention depends on the presence of an operator’s representative on site to provide, in particular, site
access and availability of spare parts.
The engineer, on arrival at the customer’s site, and with the equipment and tools available with him along with
the available spare parts, analyzes the problem for resolution.
On analysis of the problem : |
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If a solution is found, he proceeds with replacement and sends the defective equipment
for repairs and fills the intervention sheet, giving one copy to the customer. This sheet describes in
particular the operations carried out, the equipment replaced and any other action to be taken. The Fault
Control is also provided a copy of the sheet for recording in the network database and close of the incident log. |
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If no solution is found within 4 hours of start of the intervention, the field
engineer initiates technical support level 2 and fills in a Problem Notice Form,
which is forwarded to the Technology Group for immediate analysis and corrective actions. |
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The fault is then analyzed by the Technology Management Group of Rtronix and a solution determined with
respect to technical and financial feasibility. In cases where even the Technology team is unable to
correct the anomaly, the problem is notified to the equipment manufacturer, whose support is sought in rectification. |
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Maintenance Logs : |
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The Fault Center of Rtronix deals with all or part of the network O&M operations. It is
therefore vital for the operator to have the necessary information available in order to get a global view of
the operation of the Network. To respond to this need, Rtronix provides an activity log to all its customers.
This activity log sent out monthly, gives a recapitulation in particular of the interventions carried out by type
and details. It also provides a list of number of equipment items under repair, the number of fault free modules,
multiple returns, etc. for defective equipment. |
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Repair Center : |
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In case of a fault being detected in any of the equipment/ module, forming part of the network
under maintenance, these would either need to be repaired or replaced through an exchange mechanism. Rtronix
proposes the following under the circumstance |
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Repair ( standard return time of 21 days ) |
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Standard exchange ( within two working days) |
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“emergency” exchange ( within 24 hours, including non working days) |
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The scope of activity undertaken with respect to the contract is dependent on the terms
of the maintenance contract.
All repairs and exchanges are carried out by highly qualified personnel, in terms of both repair and supply
and management of equipment. This implies that all the equipment received by Rtronix are subject to
computerized monitoring, making it possible to keep track of the status of each part in the repair and
exchange procedure.
To provide this service, Rtronix has troubleshooting apparatus and test benches, which cover the major range of
equipment covered under the contract. Special test jigs are developed wherever necessary and requisite training
obtained from the equipment manufacturers to provide on line and on time maintenance service to customers.
The repair process is in three parts: the first involves the return of the equipment from the site and its registering
by Rtronix Repair Center, the second the repair operations in our center, and the third the dispatching of the equipment.
The procedure revolves around two main documents : |
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Return Material Authorization (RMA) |
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Repair Report |
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For defective equipment, the requestor (customer or Rtronix technical support) sends the
Return Material Authorization (RMA), having entered very precisely the type of equipment, its reference and
serial number. The guarantee details or the contract reference should be clearly indicated.
On receipt of this document, the repair service correspondent analyzes the request. If the equipment is under
guarantee, or is subject to a maintenance contract, the repair service correspondent will immediately
provide the RMA number.
In the case of the equipment not being under guarantee, or not subject to a maintenance contract, the standard
exchange or repair price, along with the processing deadlines, are transmitted to the customer in the form of a quote.
The faulty equipment is sent to the repair center along with the RMA number. After receiving the equipment and
entering the relevant details in the database, the repair center sends an acknowledgement. After repair,
Rtronix sends to the customer, along with the repaired product, the description of the fault and action undertaken.
All operations relating to repairs or exchange are monitored on computer, which offers three indicators for
supervision of the activity : |
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The deadline for the service to be carried out |
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The number of fault free modules for equipment under/ no longer under guarantee and/or maintenance contract |
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Multiple returns i.e. boards which have been sent back for repairs several times during the period of observation |
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Maintenance Stock Management : |
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Rtronix provides an option to the customer for the constitution of a maintenance stock
to allow quick turnaround remedial action following incidents, with replacements carried out either by the
operator with the help of Rtronix Fault Control, or via intervention by Rtronix field support teams.
In the events of sites being widely spread, Rtronix can offer its customers, within the framework of the
maintenance contract, local management of the maintenance stock.
This would ensure that the customer receives, from its maintenance stock managed by Rtronix, standard exchange
for equipment/ modules in the same turnaround time as for on site intervention by our technical support teams.
Rtronix can manage the maintenance stock, which could be the property of the customer, throughout the duration
of the contract. The stocks are divided between different Rtronix sites so as to be accessible for each site intervention.
The annual stock management package includes storage, accessibility within contractual deadlines, repair and
standard exchange stock management of boards following troubleshooting intervention and upgrades (through a
separate contract with the equipment manufacturer) within the framework of the maintenance contract. |
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