Network

Network Ticket

1. Customer Service

FiberRing´s NOC serves as the Customer entry point for all service outage reports and other service related faults. The NOC provides 24x7 and is fully integrated with FiberRing network surveillance and Fault Resolution. The NOC is staffed by customer service professionals specialized in the Telecommunications industry, all with technical backgrounds and customer management training. Service outages and other service related faults shall be dealt with expeditiously upon the opening of a trouble ticket per the procedures in this document. 

The mandate of the NOC is to follow up on faults identified by customers or by FiberRing´s internal systems and processes. After screening the inquiry, the NOC opens a trouble ticket for action by the appropriate parties in the NOC. The NOC is the owner of the Escalation and feedback process for customer complaints within FiberRing. Working with FiberRing´s NOC, the NOC will track all faults until their resolution. 

The NOC can be reached through any of the following methods: 

Tel (General): +31 20 4889461
Tel (NOC): +31 20 4860500
Fax: +31 20 4889458
Email: noc@fiberring.com 

2. Network Operations Centre (NOC) 

FiberRing´s NOC has a staff of telecommunication technologists working on a 24x7 schedule. The NOC mandate is network management, network surveillance, and troubleshooting. FiberRing´s engineers, technicians, and support staff monitor network operations and capacity continuously to ensure stated service levels are achieved. NOC engineers/technicians conduct network surveillance and fault resolution activities based on network alarms and/or customer reports originating within the NOC. 

3. Reporting Procedures 

Customers should immediately report any service outages or other service faults to FiberRing´s NOC. FiberRing´s preferred method of receiving communication is via telephone. 

When contacting customer service please be prepared to provide the following information: 

• Your name, company name, telephone number 
• Your fault reference number 
• Date and time of fault occurrence(s) 
• Outage or impairment status (Facility Fault) 
• Circuit designation (Facility Fault) 
• Short and concise description of the problem including all test results 

Upon notification of a Service Outage, the NOC representative will enter all information into a globally integrated computerized fault management system. The following information will be provided to the customer: 

• The name of the customer service agent accepting the referral, and 
•  FiberRing´s fault ticket reference number 

This trouble ticket reference number should be used every time customer service is contacted. 

4. Resolution Procedures 

Upon notification of a service outage or other service deficiency, the NOC will take action. Since FiberRing is an international telecommunications and data carrier, the service outage or service deficiency may be related to a particular link with a foreign carrier or localized within the territory of a foreign administration. In that case, the NOC will co-ordinate the testing and repair work with the foreign carrier or administration. The NOC will follow the progress of this work, keeping the customer advised of the fault resolution process and ensuring rapid fault resolution. 

5. Customer Updates 

The NOC is responsible for comprehensive status feedback to customers. Feedback to customers are given as per the standard procedures or as negotiated with the Customer in said Customer´s Service Level Agreement (SLA). 

6. Repair Time and Escalation 

FiberRing maintains aggressive goals for Mean Time To Repair (MTTR). If the MTTR threshold is in jeopardy and/or if the customer feels it necessary, the customer may begin escalating the trouble within FiberRing. 

The following escalation guidelines apply to customer service interruptions: 
· Escalation should be made at the given intervals until the trouble is isolated and a repair plan is implemented. 
· Escalation can vary after the isolation of the fault depending on repair activity underway and is not necessarily limited to set intervals. 
· Escalation will be based on fault duration, not length of time at the fix agency (even if the fix agency just received the ticket). The escalation clock starts when the ticket is opened. 

7. Fault Ticket Closure 

Once the fault has been corrected, customer service will contact the Customer to ensure that they are satisfied the problem has been corrected. The trouble ticket will only be closed in accordance with the customer. The customer will always be provided with at least twenty-four (24) hours to re-test and confirm the problem is resolved. 

8. Special Investigation Request 

If a customer is not satisfied with a particular fault clearance, or for any reason suspects that the problem is not entirely resolved and requires a more in-depth investigation, they can request a Special Investigation Report. Such request should be addressed in writing to the NOC Director or their local customer account manager (sales rep.) who will acknowledge its receipt and co-ordinate the investigation activities within FiberRing.