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Care User Manual

For

STP-OSS

Swisscom

André Patthey / Head of Signalling and Roaming Operations

Nokia

André Peter / Service Business Manager

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Versio Date Changes Changed by

1.0 8.12.2014 Adaptation of STP and OSS Documents André Peter

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1 Customer Service for Communication Networks ..................................... 4

1.1 Introduction ...................................................................................... 4

1.2 Parties .............................................................................................. 4

1.3 Services to be called by the Customer................................................... 5

1.3.1 Software Service ................................................................................ 5

1.3.2 Hardware Service ............................................................................... 5

1.4 Supported Equipment types................................................................. 6

1.5 Fault Priorities (Care-Contract-Extract) ................................................. 7

1.6 Standard Procedures .......................................................................... 8

2 Access to the Contact Center ............................................................... 9

2.1 Contact Numbers, Contact Details ........................................................ 9

2.2 Access to the Call-Centre .................................................................... 10

3 Internet Platform ............................................................................... 11

3.1 NOLS (Nokia Online Services) .............................................................. 11

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1 Customer Service for Communication Networks

1.1 Introduction

The following document describes the Contact Centre for Support purposes. In

general, it is realized and agreed between the Customer and Nokia according to the

service contract.

This document is a working document and can be amended after agreement by both

parties (Customer and Nokia).

1.2 Parties

Swisscom (Schweiz) AG als Kundin oder Bestellerin

Business Steering nachstehend ”Swisscom“
Purchasing & Logistics
CH- 3050 - Bern

Nokia Oy Als Wartungsfirma

Karaportti 3, nachstehend „Nokia“

FI-02610 Espoo

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1.3 Services to be called by the Customer

1.3.1 Software Service

Nokia SWISSCOM RESOLVE ESS Helpdesk Remark

EME Prio 1 / Critical Critical X

(Emergency)

7x24h Prio 2 / Major Critical X

Handled out of Office

Time

Helpdesk TR Prio 2 / Major Major X

(Trouble Resolution) Handled within Office

Time

Business Hours Prio 3 / Minor Medium X

Helpdesk TQ Prio 4 Minor X

(Technical Query)

Business Hours

1.3.2 Hardware Service

Hardware Supply for STP and NetM:

Please call Emergency – mentioning the affected Product - a Nokia Engineer

will Call you back and arrange Spare Supply.

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1.4 Supported Equipment types

FAMILY GROUP TYPE

Core Network Fixed Switching hiS 700
Core Network Fixed Switching NORA
Core Network Fixed Switching PSE_LIOS
Core Network Element Management Products NetManager

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1.5 Fault Priorities (Care-Contract-Extract)

Zeit

Management
Eskalation (automatisch)

Störungsbehebung
Störungsmeldung

Intervention

Korrektur
Reaktion

ME4

ME3

ME2

ME1
Priorität 1, Critical (erheblicher Mangel) X X X HW: X X X X X X
Ausfall oder Störung des ganzen Systems. + + + + + + + +
Das System kann nicht produktiv genutzt 15‘ 2 h 2.5 h >90 T; 1 h 4 h 8 h 24 h
werden. Das Problem beeinträchtigt den SW: jedoch
Betrieb in einer Weise, die unverzügliche und X spät.
dauernde Aufmerksamkeit/Reaktion erfordert. + nächster
24 h Mainte-
nance
Release
Priorität 2, Major (erheblicher Mangel) X X X X X X X X X
Ernsthafte Störung des Systems (Ausfall oder + + + + + + + +
Störung von wichtigen Funktionen). Das 2 h 2 h 1 AT >90 T, 2 h 8 h 24 h 48 h
Problem beeinträchtigt den Betrieb in einer nächster
Weise, die unverzügliche Mainte-
Aufmerksamkeit/Reaktion erfordert. nance
Release
Priorität 3, Minor (kein erhebl. Mangel) X X X X X X X -- --
Eine Abweichung oder ein Versagen, das ein + + + + + +
vernachlässigbares „Feature“ oder eine 1 2 3 AT >90 T, 3 AT 4 AT
vernachlässigbare Funktion des Produktes AT AT nächster
beeinträchtigt oder untauglich macht. Die Mainte-
Auswirkung der Swisscom ist minimal oder nance
hat keinen Einfluss auf den Betrieb. Release

Priorität 4 (Technische Auskunft) Es wird erwartet, dass die max. Antwortzeit 30 Arbeitstage nicht
Swisscom benötigt Informationen zu oder übersteigt.
Unterstützung bei Produkten der
Wartungsfirma, bei der Installation oder
Konfiguration

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1.6 Standard Procedures

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2 Access to the Contact Center

2.1 Contact Numbers, Contact Details

Emergency Support Services ESS

Availability: 24h x 365d

Telephone: +41 (0) 848 830 833

+41 (0) 848 830 834 (backup number)

Email:

If needed, in addition to the phone call, an email can be

transmitted to the Contact Centre.

But nevertheless, a normal phone call has to be made!

Help Desk (Trouble Resolution, Technical Query)

Availability: Business Hours

Telephone: +41 (0) 848 820 822

E-Mail: [email protected]

Online: http://www.nsn.com

Online direct

(NOLS): https://online.portal.nsn.com/

On line interface is the preferred way to open Help Desk

cases

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By calling the Contact Centre, you will be asked a predefined set of questions. For

further details see chapter 2.2 below.

Conditions/Limitations:

• Using of Emergency backup number is only allowed in case the Contact Centre can not reached by
the main number.
• It is absolutely crucial to enter the Contact Centre by reporting the customer‘s name and the problem
according to the predefined product list (see chapter 1.4). Otherwise, the call cannot be proceeded
properly.
• Language to be spoken on the Contact Centre is English (24h/365days)
• Nokia Siemens Networks Contact Centre accepts calls from trained personal only with appropriate
system knowledge.
• It is understood that the services from the Contact Centre are not for training purposes.

Important:

• Be aware not to hang up before leaving the entire message. It is important to leave the set of
information required by the Contact Centre. Otherwise the Service Engineer receives a message
without knowing what kind of steps to make and the caller’s details.
• For security reasons, each call with its corresponding discussion is stored.

2.2 Access to the Call-Centre

When calling up the Call Centre you will be asked the following questions:

• Country (where the company is located) Switzerland

• Title Short title of the problem
• Product (Product, Product module) see chapter 1.4
• Company Name Swisscom Ltd.
• Name of Contact-Person
• Phone Number of Contact-Person
• Email address of Contact-Person

In case of Help Desk:

• Case Type Trouble resolution, Technical Query
• Priority (Severity*) Major, Medium, Minor

Additional information (such as location, address, details of the problem, etc.) will be asked by the
engineer.
* Severity of the problem will be defined in mutual agreement between requestor and
engineer.

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3 Internet Platform

3.1 NOLS (Nokia Online Services)

- Product Documentation PIC

- Software Delivery

- Web Resolve (online Interface for Case Handling)

- Collaboration Area (File Exchange)

NOLS Login

https://online.portal.nsn.com/

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