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Secure your service level, network quality and operational efficiency through ServiceFactory’s support and managed services
One-stop-shopping
The managed service from ServiceFactory includes the full service package on top of the delivered Orbyte production system.
ServiceFactory will first deliver the turn-key solution where the operator/service provider just do the physical installation of server hardware while ServiceFactory takes care of the software installation and the commissioning of the full Orbyte™ solutio
The managed service from ServiceFactory includes the responsibility to operate and maintain the Orbyte™ system. The operator/service provider will just need to keep alarm supervision and to escalate possible troubles to ServiceFactory’s service desk (24/7) for trouble shooting and fault correction.
The levels of Support
ServiceFactory’s reference model includes three levels of support.
1st line support is typically the operator’s own network management centre (NMC) or network operations centre (NOC) that monitors and supervises the network status and “health” 24 hours a day. All troubles and alarms are detected, and if possible, solved by staff from the 1st line support desk. In case 1st line support may not solve a problem this is escalated to the 2nd line support desk.
2nd line support is typically the operator’s own operational unit that troubleshoot and corrects complex network problems that was not solved by the 1st line support desk. The 2nd line support desk is typically on duty 24 hours a day and is the operator’s last resort. Then, in case a problem may not be solved, escalates the problem to the equipment vendor (3rd line support).
1st and 2nd line support shall typically warrant the SLA between the operator and its customers.
3rd line support include typically the equipment SLA between the equipment vendor and the operator. The 3rd line support solves equipment oriented problems according the agreed process and SLA between the vendor and the operator.
ServiceFactory’s Managed Service includes 2nd (and 3rd) line support. The service also includes a service desk that may perform and deliver professional services on demand, e.g. network configurations and field engineering assignments.
ServiceFactory’s 3rd line support and helpdesk includes the Orbyte system trouble shooting and resolving as agreed in equipment SLAs.
ServiceFactory’s maintenance service warrants that hardware and software defects are corrected as defined in the SLA. This service is an integrated part in ServiceFactory’s 3rd line support service above.
Maintenance corrections may be temporary “workarounds” to secure a minimum downtime, while the permanent correction is delivered later in a controlled and plannable way. ServiceFactory’s maintenance service includes free access to the product maintenance releases and software updates.
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