FiberRing provides its customers with information on the status of FiberRing’s network through its Network Operations Center (NOC). It is here that questions about the network are answered and faults or problems with the network are solved. The goal of the NOC is to provide the highest level of service and satisfaction to FiberRing customers.
View the current status of our network: http://noc.fiberring.com/
The following provides information on FiberRing processes for responding to any network queries, resolving faults and answering any trouble issues:
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 information 24/7 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 are dealt with expeditiously upon the opening of a trouble ticket.
The mandate of the NOC is to follow up on faults reported by customers or identified by FiberRing’s internal systems and processes. After screening the inquiry, the NOC opens a trouble ticket for action by the appropriate parties within the NOC. The NOC is responsible for any escalation of the problem and for providing information to customers. All problems are tracked by the NOC until their resolution.
The NOC can be reached through any of the following methods:
Telephone (NOC): +31 (0)20 3165166
Fax: +31 (0)20 3165160
2. Network Operations Center (NOC)
FiberRing’s NOC has a staff of telecommunication engineers working on a 24 x 7 schedule. The NOC mandate includes network management, network surveillance and troubleshooting. FiberRing’s engineers, technicians and support staff continuously monitor network operations and capacity to ensure that agreed service levels are achieved.
3. Reporting procedures
Customers should report any service outages or other service faults immediately to the FiberRing NOC. FiberRing’s preferred method of receiving reports is by telephone.
When contacting customer service, the customer should be prepared to provide the following information:
Name, company name, telephone number
Your reference number
Date and time of fault occurrence(s)
Status of the outage or service impairment (Facility Fault)
Circuit designation (Facility Fault)
A short and concise description of the problem, including all test results
Following 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 administering the problem referral
FiberRing’s trouble ticket number
The customer will be asked to quote this trouble ticket number every time customer service is contacted.
4. Resolution procedures
Upon notification of a service outage or other service interruption, the NOC will take action. Since FiberRing is an international telecommunications and data carrier, the service outage or interruption may be related to a particular link with a foreign carrier or it may be localized within the territory of a foreign administration. In that case the NOC will coordinate the testing and repair work with the foreign carrier or the foreign administration. The NOC will track the progress of this work, keeping the customer advised of the fault resolution process and ensuring fault resolution as soon as possible.
5. Customer Updates
The NOC is responsible for providing comprehensive status feedback. These updates are provided according to the standard procedures or as agreed with the customer in its Service Level Agreement (SLA).
6. Repair Time and Escalation
FiberRing maintains ambitious goals for Mean Time To Repair (MTTR). If the MTTR threshold is in jeopardy and/or if the customer feels it necessary, the trouble or problems can be escalated within FiberRing.
The following escalation guidelines apply to customer service interruptions:
Escalation should be made at the given intervals until the trouble has been 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 is based on the duration of the service interruption, and not the length of time the repairing agency needs to fix the problem (even if that agency only recently 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 it is satisfied that the problem has been corrected. The trouble ticket will only be closed with the consent of the customer. The customer will always be given at least twenty-four hours for re-testing and in order to confirm the problem has been resolved.
8. Special investigation request
If a customer is not satisfied that a particular ticket has been closed, or for any reason suspects that the problem has not been entirely resolved and requires a more in-depth investigation, it can request a Special Investigation Report. Such a request should be submitted in writing to the NOC director or the customer’s local account manager (sales rep.), who will acknowledge its receipt and coordinate the investigation activities within FiberRing.