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Customer Handbook

Sales Director (SD) 

The Sales Director’s role is to act as the interface between the commercial and technical functions of both parties to formulate a strategy for deploying the best commercial and technical terms for the proposed project.  

The Sales Director regularly interacts with executives, main customers, and/or providers. These interactions often involve negotiations or attempts to influence senior leaders regarding issues of importance to the organization. The Sales Director exhibits the ability to influence the mindset of others or gain their acceptance in sensitive situations. 

Account Manager (AM) 

The AM is responsible for offering the best solutions for your company’s needs and will be your general point of contact with Cirion’s sales. Your AM is responsible for understanding your needs, collecting, and confirming your specifications and requirements (necessary elements to submit an order). They will also work with you on quotes and orders for new and additional Cirion services, as well as assist in the entire account setup process. All of our customers have a designated AM. 

Sales Engineer (SE) 

The product specialist, called Sales Engineer (SE), will work with you to identify technical options and define the technical requirements to implement your services. They are responsible for understanding your current network, key locations, potential needs and proposing viable and reliable technical solutions. With technical capabilities and a thorough understanding of the services Cirion offers, your SE manages the technical and engineering aspects of the service during the evaluation of your needs and the presentation of the offering. There is a designated SE for each customer and product area: Data, Data Center, and Voice. 

Customer Care Manager (CCM) 

The CCM is your contact throughout the entire lifecycle of your request, managing from the placement of the technical order to the activation of your first invoice.  

Ultimately, the CCM “owns” the information of your entire experience with us. They act as a point of contact, proactively managing your service to guarantee the highest levels of satisfaction and the fulfillment of your expectations, while, at the same time, communicating with you regularly to keep you informed of requests, highlights, and updates of the project.  

Billing Customer Care (BCC) 

Is responsible for receiving all requests related to billing and investigating them on your behalf. The BCC is also responsible for resolving disputes and emitting the corresponding credits when necessary. 

Service Assurance (TSC) 

Team responsible for the operation of the customers’ services. They receive requests for repairs through the phone numbers listed in the section Main Contacts and focus on solving issues in our customers’ networks.   

The implementation, or Delivery, process is comprised of four main stages:

Plan
  • This is the project’s planning stage. The CCM is assigned.
Design
  • This is the technical design stage. It is where the Circuit Designer role is included.
Build
  • This is the service’s physical implementation stage. Usually, this stage involves strong coordination with your on-site contact.
Activate
  • In this stage, your service is activated and tested. Your CCM will schedule a window to complete configuration.

Cirion Delivery Touchpoints

TP
Order Details Confirmation

• Acknowledgement of order receipt and validation of
its information.
• Introduction and contact details of your Customer
Care Manager, who will manage your Delivery and
will be your point of contact for doubts or issues
throughout the process.
• Defines the next milestones and expected
Touchpoints.

TP
Request for Order’s Technical Details

• The Circuit Designer will get in touch with you in
case the technical details aren’t enough to complete
your Service Order.

TP
Expected Date for Service Delivery

• Information about the expected date for your
Service Delivery, which is when it will be activated,
and billing will begin.
• Definition of the next milestones and expected
Touchpoints.

TP
Service Installation Reminder

• We will make sure your site meets the requirements
before the installation of Cirion’s service.
• Definition of the next milestones and expected
Touchpoints.

TP
Activation Planning

• We will inform you when your Service has been
successfully installed and is ready for activation, for
which a date and time should be scheduled.
• Definition of the next milestones and expected
Touchpoints.

TP
Connectivity Notice

• Cirion will confirm when your service is ready to be
delivered, at which time billing will begin.

You may check the status of your order at any time by contacting your Customer Care Manager (CCM) or visiting Cirion’s Customer Portal.

Cirion’s Customer Portal is our online account management system that allows you to manage your services 24 hours a day, seven days a week. It is a tool that our customers can use daily. Through safe access points, the Portal provides a direct communications line from virtually anywhere in the world.

With the objective of simplifying and streamlining our customers’ experience, the Portal counts on an updated and easy-to-use design to help you control and manage all of your services from Cirion throughout the request, implementation and post-implementation phases. The main page of the dashboard centralizes all of the Portal’s information and its functionalities for quick and easy access anytime. 

Some of the benefits and advantages you will find while using the portal are:  

  • Multilingual: the portal is available in Spanish, English and Portuguese. 
  • User management: you will have total control of managing your own users, to perform different functions such as reporting and tracking incidents, placing requests and orders, checking billing details, etc. 
  • Ticket management: you will be able to manage tickets from the portal to report incidents or place requests or orders regarding services, from their creation to their solution. 
  • Reports: you will be able to access the different reports Cirion sends out about usage and performance of the hired services. 
  • Billing: month by month, you will be able to access the billing of your services, where you will see detailed information of the total amount due. You will be able to create new disputes/inquiries or view active disputes/inquiries through the Portal. Furthermore, you’ll be able to request changes to your billing information. 
  • Tools: the portal allows you to access Helix and DEC portals, without the need for a new login. This makes it easier to access all your information in one place.
  • Virtual Assistant: Vicky will be available 24×7 to solve your requests and inquiries quickly and efficiently. You can consult your Account Manager from Vicky.  
  • Quick Guide: the portal has an Onboarding section to guide you through conducting business with Cirion – from the request of a quote to the resolution of a billing issue – and to show you what you can do to help processes be as quick and efficient as possible.
  • Help Center: here, you will find Handbooks and Appendixes created for guidance on our support structure. 

In the Portal, you will also have the chance to Request a Service Disconnection on the Account Services section. For additional information, access the Quick Guides section and select the How to Request a Service Disconnection document.

How to Access the Customer Portal:

  • You can access the new portal through the following web address: Cirion’s Customer Portal
  • To register as a new user, click on New User? Register! and complete the form.
  • If you forgot your login information, please access the portal and click on the Forgot your password? button. Your email will be validated, and a new password will be sent automatically.
  • If you are, or were, an active user of the Portal, please enter the same email and password information you normally used for access.

Remember that once you obtain the access you can access the User Manual, where you will find all the instructions necessary to operate within the Portal. 

Navigation

Using the side menu, you can access: 

  • Main: offers an overview of the portal’s recent activity, latest tickets created, user sessions, quick access. Naturally, the information exhibited depends on the assigned roles.  
  • Users: you will have full management of users, create new users, edit existing customer features and/or remove users.   
  • Tickets: allows monitoring of the different orders or incidents reported about your services. Your tickets can be generated in the portal or by phone, including an online follow up. 
  • Billing: contains billing related to the services hired. 
  • Tools: this option offers access to the different tools users can obtain, according to their permits. Tools are grouped by features, including a section for Reports (Data Center and Security), which was previously accessed through the main menu.  
  • Help Center: contains useful user guides explaining certain processes used by the company. View the “?” button.
  • Orders: this module allows you to monitor the status of your Orders.

With the acquisition, renewal, or extension of a service, you will be handed a Service Request Form that includes a section for you to assign the portal User Administrator. This user has certain benefits that other users don’t have and are related to the administration (creation, modification, and removal) of other users with different permits according to their needs. 

In the main page of the Customer Portal you can view options for a better navigation. This module also offers a detailed view of the actions you wish to perform.   

Monitor or create a Ticket 

To monitor or create a new ticket, go to the “Tickets” module. In this section you can monitor tickets created, or create a new one by clicking on “Create new ticket” and filling out the fields related to the service. 

*For more information on how to use the Portal for this or other functionality, please use the Customer Manual which you can find in the Help Center. 

If you are unable to access the Portal due to unavailability or outage you can open a Ticket by calling the TSC group to inform them of the issue.  

If you have any questions or suggestions related to this online tool, please contact your Cirion Service Manager, or send an email to the following emails, according to your location.  

We appreciate your feedback! 

Reason for outage information (RFO) 

Cirion explains the reason for an outage (RFO) at the closure of every ticket where the root cause is known. Verbal RFOs are available immediately and provide a brief summary explaining the cause uncovered during troubleshooting. 

RFOs will be available for customer inquiries directly on our Portal. For more details, please refer to the Help Center module in the Quick Quide – Cirion Service Assurance to have the step by step and download the document. 

Check my invoice 

When accessing the billing module, a dashboard with an overview of invoices for the past 6 months is exhibited, in card format to simplify visualization. You can also download your invoice information and request disputes/inquiries related to your invoices. 

Billing Customer Care Team 

The Billing Customer Care team is responsible for solving any billing request or issue our customers may have.  

You may get in touch with them through our Customer Portal. 

Country

Argentina/ Brazil/Chile/ Colombia/Ecuador Peru/Venezuela/United States/ Mexico/Panama/ Costa Rica

Portal

Cirion’s Customer Portal

The use of this Portal will speed up your requests. 

To obtain general information regarding Cirion, or if you’re not certain who to call, you can reach the company’s main desk, through the following phone numbers:

Country

Direct code

Cirion phone number

  • Argentina
  • Brazil – Cotia
    Data, Voice and Data Center
  • Brazil – Vila Olimpia
    Administrative Office
  • Chile
  • Colombia
  • Ecuador
  • United States
  • Mexico
  • Panama
  • Peru
  • Venezuela
  • +54 11
  • +55 11
  • +55 11
  • +56 2
  • +57 1
  • +593 2
  • +1 305
  • +52 55
  • +50 7
  • +51 1
  • +58 212
  • 5170 0000
  • 3957 2200
  • 3957 1900
  • 2422 5900
  • 611 9000
  • 400 4040
  • 808 5934
  • 25816270
  • 314 0324
  • 705 5700
  • 204 9275

Country

Direct code

Cirion phone number

  • Argentina
  • Brazil – Cotia Data, Voice and Data Center
  • Brazil – Vila Olimpia Administrative Office
  • Chile
  • Colombia
  • Ecuador
  • United States
  • Mexico
  • Panama
  • Peru
  • Venezuela
  • +54 11
  • +55 11
  • +55 11
  • +56 2
  • +57 1
  • +593 2
  • +1 305
  • +52 55
  • +50 7
  • +51 1
  • +58 212
  • 5170 0000
  • 3957 2200
  • 3957 1900
  • 2422 5900
  • 611 9000
  • 400 4040
  • 808 5934
  • 25816270
  • 314 0324
  • 705 5700
  • 204 9275

Country

Direct code

Cirion phone number

  • Argentina
  • Brazil – Cotia Data, Voice and Data Center
  • Brazil – Vila Olimpia Administrative Office
  • Chile
  • Colombia
  • Ecuador
  • United States
  • Mexico
  • Panama
  • Peru
  • Venezuela
  • +54 11
  • +55 11

  • +55 11
  • +56 2
  • +57 1
  • +593 2
  • +1 305
  • +52 55
  • +50 7
  • +51 1
  • +58 212
  • 5170 0000
  • 3957 2200
  • 3957 1900
  • 2422 5900
  • 611 9000
  • 400 4040
  • 808 5934
  • 25816270
  • 314 0324
  • 705 5700
  • 204 9275

Cirion’s Technical Service Center – TSC is committed to providing the best customer assistance experience through operational technical support 7 days a week a week, 24 hours a day, 365 days a year. Telephone access is available in several Latin American countries and in the United States, according to the contact list in the following pages.   

Information Required to Report an Incident 

To issue a Trouble Ticket (TT) in the TSC, Cirion will require the following information from customers: 

  • Service ID number for the location or service in question. 
  • Confirmation that there are no infrastructure problems in the location, such as power failures, programmed maintenance, etc. 
  • Detailed description of operational problem and level of impairment of service. 
  • Time problem was initially detected.  
  • Local contact information for calling during the diagnosis and correction process, if needed. 
  • Conditions for accessing customer’s location, such as business hour restrictions and permits needed. 
  • Other specific information to be requested by Cirion according to the type of service (IP, Internet, voice, etc.). 

In situations in which access or local contact cannot occur, the TT will be placed in a “waiting for customer” status, and these periods will not be considered as unavailable according to SLA. 

TSC customer assistance responsibilities are: 

  • Communicating programmed maintenances that are likely to affect the service’s availability. 
  • Issuing a TT for events reported by the customer. 
  • Running service diagnosis in order to detect and isolate failures. 
  • Updating the customer on its TT status regarding the conditions found in the “Information on Reported Events” below. 
  • Maintenance of CPEs – Customer Premises Equipment and access circuits to Cirion’s network. 
  • Involving, coordinating, and escalating to all of Cirion’s organization ranks, as well as to outsourced service providers. 
  • Concluding the event reported and notifying customer, describing the causes of failure and solution to the problem.  

The following activities are not covered by the TSC: 

  • Changes in configuration of parameters of services hired and their technologies, such as bandwidth, type of access, CPEs and IOS equipment upgrades, etc. Requests of this nature should be directed to the commercial representatives and/or to Cirion’s Service Managers. 
  • Changes in IP services such as IP addresses, adding or changing routes that may affect the performance of operational services.  
  • Any other changes modifying the service’s original solution as hired from Cirion.  
  • Invoicing problems or administrative issues. 

Other specific conditions for customer assistance not covered by this document will be defined in private agreements. 

Request for changes in active data services

Cirion puts at your disposal the list of requests for Standard Changes in active data services, limited to 10 locations per change:  

  • Activation, deactivation, and modification of BGP sessions.  
  • Propagation of new networks*.  
  • Changes in quality of service (QoS)*. 
  • Configuration of static routes and configuration/activation of dynamic routes*. 
  • Changes in IP addresses*.  
  • Activation of CPE functionalities: DHCP, SNMP. Dynamic routing to the LAN (OSPF, IBGP, RIP).  

*These requests are equally applied to Satellite services.  

IMPORTANT: The Standard Change process will be analyzed in up to 72 business hours and set forth during business hours. 

Change requests should be registered in Cirion’s Customer Portal, with the express indication of whether they should be applied within a pre-established window of time.  

In case your request is not in the Standard Changes list or if it cannot be addressed during predetermined periods of time, we ask that you contact your Service Management team or your Account Manager, who will launch the corresponding internal tasks in order to analyze and process your request. 

The Change Management process is applied by Cirion whenever it is necessary to conduct a programmed interruption of the service provided to customer (GCR – Global Change Request), so that work can be carried out in Cirion’s backbone network.  

Among Change Management’s most common functions, we can highlight activities such as increase in network capacity to adapt it to customers’ new requirements, increase of geographic reach, technological updates and activities to improve reliability of services.  

Given these needs, Cirion’s Change Management area coordinates with the internal areas and manages communications and pre-approvals with the customers who will have their services impacted.  

To mitigate customer impact, all programmed work is carried out according to the following rules: 

A. Work in standard situation 

  1. Work will be conducted from 12:00 am to 6:00 am in the time zone of the country where the work will be carried out.  
  1. Customers will be notified of work by email 7 days in advance.  

That said, it is required that customers maintain updated email addresses of the contacts who should be notified.  

B. Work in emergency situation  

In certain situations, indispensable matters require that work is conducted in order to avoid further impacts as a result of distinct causes such as vandalism, city work, need to repair network elements that may generate greater impact in the network, among others.  

Under these circumstances, Cirion will do everything in its reach to conduct work during the hours closest to the ones specified in item A.1, as well as notifying with the advance indicated in item A.2.  

In case of doubts or requests, access the Escalation section of this document > Change Management Scaling.

Country

Areas

Description

Toll-free

Local

ARGENTINA

Assurance / Support

  • Data/Voice/Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.

0800 800 5383 – Option 1

0800 800 5383 – Option 2

0800 800 5383 – Option 3

0800 800 5383 – Option 4

+54 11 5170 5383 – Option 1

+54 11 5170 5383 – Option 2

+54 11 5170 5383 – Option 3

+54 11 5170 5383 – Option 4

BRAZIL

Assurance / Support

  • Data/Voice/Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.

0800 887 3333 – Option 1

0800 887 3333 – Option 2

0800 887 3333 – Option 3

0800 887 3333 – Option 4

+55 11 3957 2288 – Option 1

+55 11 3957 2288 – Option 2

+55 11 3957 2288 – Option 3

+55 11 3957 2288 – Option 4

CHILE

Assurance / Support

  • Data/Voice/Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.

0800 887 3333 – Option 1

0800 887 3333 – Option 2

0800 887 3333 – Option 3

0800 887 3333 – Option 4

+56 22 422 5803 – Option 1

+56 22 422 5803 – Option 2

+56 22 422 5803 – Option 3

+56 22 422 5803 – Option 4

COLOMBIA

Assurance / Support

  • Data/Voice/Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.

01 8000 117997 – Option 1

01 8000 117997 – Option 2

01 8000 117997 – Option 3

01 8000 117997 – Option 4

+57 601 611 9013 – Option 1

+57 601 611 9013 – Option 2

+57 601 611 9013– Option 3

+57 601 611 9013– Option 4

ECUADOR

Assurance / Support

  • Data/Voice/Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.

1800 400 408 – Option 1

1800 400 408 – Option 2

1800 400 408 – Option 3

1800 400 408 – Option 4

+593 2 400 5080 – Option 1

+593 2 400 5080 – Option 2

+593 2 400 5080 – Option 3

+593 2 400 5080 – Option 4

UNITED STATES, PANAMA, COSTA RICA

Assurance / Support

  • Data/Voice/CDN

  • Network Management /Managed Voice/ Managed Video/ Collaboration

  • Vyvx – Local Support USA

+1 800 467 7288

+1 800 467 7288

+1 800 467 7288

+55 11 3957 2288 – Option 4

MEXICO

Assurance / Support

  • Data/ Voice /Internet

  • Network Management

  • Data Center / Security / Cloud

  • Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx

01 800 999 1422 – Option 1

01 800 999 1422 – Option 2

01 800 999 1422 – Option 3

01 800 999 1422 – Option 4

+52 55 2581 6333 – Option 1

+52 55 2581 6333 – Option 2

+52 55 2581 6333 – Option 3

+52 55 2581 6333 – Option 4

PERU

Assurance / Support

  • Data/Voice/Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ VyVx.

0800 7 0662 – Option 1

0800 7 0662 – Option 2

0800 7 0662 – Option 3

0800 7 0662 – Option 4

+51 1 705 5777 – Option 1

+51 1 705 5777 – Option 2

+51 1 705 5777 – Option 3

+51 1 705 5777 – Option 4

VENEZUELA

Assurance / Support

  • Data/Voice/CDN

  • Managed Voice/ Managed Video/ Collaboration

  • Vyvx (Local Support USA)

0800 285 8300

0800 134 1064

+58 212 204 9378

+58 212 600 9800

+58 212 204 9351

+58 212 204 9364

+212 204 9306

+55 11 3957 2288

Communicating reported events

Cirion will reply to events reported by customers (TT) according to the situation and impact on customer services, rated in 4 priority levels. Cirion’s and customers’ responsibilities will be defined for each level, in addition to
assistance periods, as described below.

Country

Areas

Description

Toll-free

Local

ARGENTINA

Assurance / Support

  • Data / Voice / Internet

  • Network Management

  • Data Center / Security / Cloud

  • Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx.

0800 800 5383 – Option 1

0800 800 5383 – Option 2

0800 800 5383 – Option 3

0800 800 5383 – Option 4

+54 11 5170 5383 – Option 1

+54 11 5170 5383 – Option 2

+54 11 5170 5383 – Option 3

+54 11 5170 5383 – Option 4

BRAZIL

Assurance / Support

  • Data / Voice / Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing / Collaboration/ CDN/ Vyvx.

0800 887 3333 – Option 1

0800 887 3333 – Option 2

0800 887 3333 – Option 3

0800 887 3333 – Option 4

+55 11 3957 2288 – Option 1

+55 11 3957 2288 – Option 2

+55 11 3957 2288 – Option 3

+55 11 3957 2288 – Option 4

CHILE

Assurance / Support

  • Data / Voice / Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.

0800 887 3333 – Option 1

0800 887 3333 – Option 2

0800 887 3333 – Option 3

0800 887 3333 – Option 4

+56 22 422 5803 – Option 1

+56 22 422 5803 – Option 2

+56 22 422 5803 – Option 3

+56 22 422 5803 – Option 4

COLOMBIA

Assurance / Support

  • Data / Voice / Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.

01 8000 117997 – Option 1

01 8000 117997 – Option 2

01 8000 117997 – Option 3

01 8000 117997 – Option 4

+57 601 611 9013 – Option 1

+57 601 611 9013 – Option 2

+57 601 611 9013– Option 3

+57 601 611 9013– Option 4

ECUADOR

Assurance / Support

  • Data / Voice / Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ Vyvx.

1800 400 408 – Option 1

1800 400 408 – Option 2

1800 400 408 – Option 3

1800 400 408 – Option 4

+593 2 400 5080 – Option 1

+593 2 400 5080 – Option 2

+593 2 400 5080 – Option 3

+593 2 400 5080 – Option 4

UNITED STATES, PANAMA, COSTA RICA

Assurance / Support

  • Data/Voice/CDN

  • Network Management /Managed Voice/ Managed Video/ Collaboration

  • Vyvx – Local support USA

+1 800 467 7288

+1 800 467 7288

+1 800 467 7288

+55 11 3957 2288 – Option 4

MEXICO

Assurance / Support

  • Data/ Voice /Internet

  • Network Management

  • Data Center / Security / Cloud

  • Managed Voice / Managed VideoConferencing / Collaboration / CDN / Vyvx

01 800 999 1422 – Option 1

01 800 999 1422 – Option 2

01 800 999 1422 – Option 3

01 800 999 1422 – Option 4

+52 55 2581 6333 – Option 1

+52 55 2581 6333 – Option 2

+52 55 2581 6333 – Option 3

+52 55 2581 6333 – Option 4

PERU

Assurance / Support

  • Data / Voice / Internet

  • Network Management

  • Data Center/ Security/ Cloud

  • Managed Voice/ Managed VideoConferencing/ Collaboration/ CDN/ VyVx.

0800 7 0662 – Option 1

0800 7 0662 – Option 2

0800 7 0662 – Option 3

0800 7 0662 – Option 4

+51 1 705 5777 – Option 1

+51 1 705 5777 – Option 2

+51 1 705 5777 – Option 3

+51 1 705 5777 – Option 4

VENEZUELA

Assurance / Support

  • Data/Voice/CDN

  • Managed Voice/ Managed Video/ Collaboration

  • Vyvx (Local Support USA)

0800 285 8300

0800 134 1064

+58 212 204 9378

+58 212 600 9800

+58 212 204 9351

+58 212 204 9364

+212 204 9306

+55 11 3957 2288

Communicating reported events

Cirion will reply to events reported by customers (TT) according to the situation and impact on customer services, rated in 4 priority levels. Cirion’s and customers’ responsibilities will be defined for each level, in addition to assistance periods, as described below.

Priority Level

Situation

Response Time

Cirion’s responsibility

Customer’s responsibility

First Update

Following Updates

Update Method

1 (Very High Business Impact)

Major System or Component Failure.
Malfunction with critical impact on Client’s ability to operate entire business processes & production. No work-around or manual process available. No Back Up active or available.

Initial Communication Call Back: Within 15 Minutes

Commence Service Call Work: Within 2 Hours

  • Cirion initiates & manages the Service Call to resolution. 
  • Cirion´s TSC troubleshoots the incident, engages appropriate expertise. 

  • Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.  

  • Without appropriate access or instructions, the incident will be downgraded to Severity 2.

15 minutes

Every 1 hour

Phone or email

2 (High Business Impact)

Malfunction causing impact on Client’s ability to operate significant business processes or production. No work-around or manual process available. No Back Up active or available

Initial Communication Call Back: Within 1 Hour.

  • Cirion initiates & manages the Service Call to resolution.

  • Cirion TSC troubleshoots the incident, engages appropriate expertise.

  • Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.

  • Without appropriate access or instructions, the incident will be downgraded to Priority Level 3.

1 hour

Every 2 Hours

Phone or email

3 (Moderate Business Impact)

Component Failure Malfunction not causing impact on Client’s ability to operate significant business processes or production. Workaround or manual processes are available. Back Up Available and Active.

Initial Communication Call Back: Within 1 Hour.

  • Cirion initiates & manages the Service Call to resolution.  

  • Cirion TSC troubleshoots the incident, engages appropriate expertise.

  • Cirion dispatches Field Service Technicians when necessary.

  • Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.

2 hours

Every 4 Hours

Email

4 (Low Business Impact)

Component Failure Malfunction not causing virtually any impact on Client’s ability to operate significant business processes or production. Work-around or manual processes are available.

Initial Communication Call Back: Within 1 Hour.

  • Cirion initiates & manages the Service Call to resolution.  

  • Cirion TSC troubleshoots the incident, engages appropriate expertise. 

  • Cirion dispatches Field Service Technicians when necessary.

  • Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.

24 hours

At Cirion’s discretion

Email

The above assistance commitments may occasionally have their response times extended in situations of massive
failures in Cirion’s service network, affecting several customers at the same time.

Priority Level

1 (Very High Business Impact)

2 (High Business Impact)

3 (Moderate Business Impact)

4 (Low Business Impact)

Situation

Major System or Component Failure. Malfunction with critical impact on Client’s ability to operate entire business processes & production. No work-around or manual process available. No Back Up active or available.

Malfunction causing impact on Client’s ability to operate significant business processes or production. No work-around or manual process available. No Back Up active or available

Component Failure Malfunction not causing impact on Client’s ability to operate significant business processes or production. Workaround or manual processes are available. Back Up Available and Active. 

Component Failure Malfunction not causing virtually any impact on Client’s ability to operate significant business processes or production. Work-around or manual processes are available.

Response Time

Initial Communication Call Back: Within 15 Minutes 

Commence Service Call Work: Within 2 Hours 

Initial Communication Call Back: Within 1 Hour. 

Initial Communication Call Back: Within 1 Hour.

Initial Communication Call Back: Within 1 Hour.

Cirion’s responsibility

• Cirion initiates & manages the Service Call to resolution. 

• Cirion´s TSC troubleshoots the incident, engages appropriate expertise.

• Cirion initiates & manages the Service Call to resolution. 

• Cirion TSC troubleshoots the incident, engages appropriate expertise.

• Cirion initiates & manages the Service Call to resolution. 
 
• Cirion TSC troubleshoots the incident, engages appropriate expertise.

• Cirion dispatches Field Service Technicians when necessary.

• Cirion initiates & manages the Service Call to resolution. 
 
• Cirion TSC troubleshoots the incident, engages appropriate expertise.

• Cirion dispatches Field Service Technicians when necessary.

Customer’s responsibility

• Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication. 
 
• Without appropriate access or instructions, the incident will be downgraded to Severity 2.

• Client provides appropriate personnel & access to the premises to sustain continuous work effort & necessary communication.

• Without appropriate access or instructions, the incident will be downgraded to Priority Level 3.

• Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.

• Client provides appropriate personnel & access to the premises as mutually arranged to support work effort.

First Update

15 minutes

1 hour

2 hours

24 hours

Following Updates

Every 1 hour 

Every 2 hours

Every 4 hours

At Cirion’s discretion

Update Method

Phone or email

Phone or email 

Email

Email

The above assistance commitments may occasionally have their response times extended in situations of massive failures in Cirion’s service network, affecting several customers at the same time.

In the following table, Cirion presents recommended rules for escalating events in Latin America, in situations where customers require operational escalation. The process begins with the “acceptance” of a trouble ticket (TT) by the TSC – Technical Service Center. 

The main reasons for escalations are:  

  1. Lack of Estimated Time to Resolution (ETR) / Progress or last status 
  1. Breach of SLA (repair) 
  1. Lack of clarity and detail of the diagnosis of the failure 

 

The expected times to start the escalation process and levels are:

Level

Time incurred Interruptions

Time incurred impairments

1st Level (TSC Desk)

4 hours

8 hours

2nd Level (TSC Supervisor)

6 hours

12 hours

3rd Level (TSC Manager)

12 hours

18 hours

4th Level (TSC Sr. Manager)

18 hours

24 hours

5th Level (TSC Regional Director)

24 hours

36 hours

Service overview

Cirion Vyvx (quality video broadcasting)

Cirion’s Vyvx solutions offer a customizable set of Contribution and Distribution video services, such as news, sports, entertainment or special events, both for occasional and permanent events, regional and global, public or private, provided by our high-quality fiber optic network and global reach, independent of format and bandwidth.

Cirion Vyvx Solutions provide a fully-managed video delivery solution, to be used occasionally or full-time. Our reservation center, customer support center and auto-service portals available 24X7, support your video delivery needs, anytime, anywhere.

Our fiber optic high definition network is controlled and managed 24X7 and is compatible with every transmission standard normally used, with encryption and decryption and video transmission to SD-SDI, HD-SDI, DVB-ASI, MPEG2/4 and JPEG 2000.

Cirion’s fully integrated solutions offer connectivity to more than 45 teleports around the world. Our 11 owned teleports, completely operated by us, support every channel transmitting signals from satellites to a terrestrial station and vice-versa (uplinking and downlinking) and are integrated and perfectly connected to our international fiber optic network.

Cirion has more than 20 years of experience in providing exceptional video services. Our specialists “speak your language” and may easily interpret your expectations and specific requirements.

Within Cirion Latam’s TSC – Technical Service Center – each Vyvx technician is committed to offering the best customer assistance experience, through technical support 7 days a week, 24 hours a day, 365 days a year. Telephone access is available in several Latin American countries and in the United States, according to the contact list below.

Information Required to Report an Incident

To issue a Vyvx Trouble Ticket (TT) in the TSC, Cirion requires the following information from customers:

Item

Point A and Z

Service ID (optional)

Example

Buenos Aires – São Paulo

ABCD1234

Item

Point A and Z

Service ID (optional)

Example

Buenos Aires – São Paulo

ABCD1234

In situations in which the access or local contact cannot be addressed, the TT will be placed in a status of “on hold by customer” and that period will not be considered as an unavailability of the SLA.  

Other specific conditions for supporting customers’ needs not mentioned in this document may be defined in the private agreements.

Support by e-mail: vyvxnmlatam.support@ciriontechnologies.com

Escalation

In the following table, Cirion presents recommended rules for escalating events in Latin America, in situations where customers require operational escalation.
The process begins with the “acceptance” of a trouble ticket (TT) by the TSC – Technical Service Center

Time Lapsed

1 hour

2 hours

4 hours

Level of Escalation

TSC Desk (1st level)

Supervisor TSC (2nd level)

Manager / Sr. Manager TSC (3rd level)

It is Cirion policy not to reject an escalation request in critical situations.

Distribution

This document is destined to customer’s main support contact and to the operational group, during the implementation of the service.

In addition to customers, Network Management members will also have access to this document, as indicated below:

  • Monitoring Engineers
  • Operation Specialists
  • Service Managers
  • Operations Managers
  • Consultants

Scope

Information in this document only refers to the Network Management services hired by the customer.

Organization

This document is organized as follows:

  • Technical Service: focuses on daily tasks needed to keep active the telecommunications resources delivered for customer usage.
  • Service Provisioning: focuses on short and mid-term planning activities for telecommunications resources and their respective improvements.
  • Organizational Structure: presents roles and responsibilities within Network Management.
  • Documentation: presents documentation that will be used during the operation of Network Management services.
  • Special Procedures: describes any special procedures customized for customer.

Graphic Display

As observed below, each section will contain a graphic display indicating the level of service which includes the information described in the section.

Modality

MN

AC

PF

AV

AM

Service Levels are represented by the following codes:

MN

AC

PF

AV

AM

Monitor Notify

Availability & Capacity

Performance

Application Visibility

Advanced Management

Service support

Service Desk (Network Management Operation Center, NMOC)

The Service Desk is a group within Network Management which handles the incident management process; they respond to customer tickets which are related to the failures and events detected through the monitoring of network elements.

After detection, registration and initial analysis of an incident, the Service Desk will classify it and provide first and second level technical support. If no solution for incident is found, the case will be sent to the responsible operator’s NOC.

During the handling of the incident, the Service Desk will keep you informed after verifying the situation with the operator’s NOC. 

The Service Desk will also be responsible for validating the solution with the customer and approving closure of the case.

In addition to incident management, the Service Desk is also responsible for distributing the notifications generated by “Network Management”, as well as notifications from other areas. 

Service Channels

There are two possible ways for communicating with the Service Desk: via phone to one of the following local support numbers or by sending an e-mail to the e-mail addresses indicated in the Help Center on the Customer Portal.

Scope of Service

Modality

MN

AC

PF

AV

AM

The monitoring and handling of errors, as well as service requests, are handled 24 x 7.
Preventive Maintenance notifications related to Network Management services will be carried out during business hours and must be scheduled five (5) business days in advance.
Emergency or Corrective maintenance notifications related to Network Management services can be handled at any time. Scheduling will depend on the criticality of the maintenance and the impact of the risks when not conducting it outside of business hours.
Preventive maintenance notifications from other areas in Cirion must follow the area’s own rules. For preventive maintenance, or maintenance originated by the customer in their infrastructure which impacts Cirion services, the Service Desk must be contacted 48 hours in advance.

Summary:

Item

Period

Service Desk Monitoring

24 x 7

Service Desk Availability (phone and email)

24 x 7

Customer Maintenance Notification (non-emergency). It is Change Management responsibility. NM works as a user of this service, not all the activities are informed.

Business Hours (5 days in advance)

Customer Maintenance Notification (emergency).
It is Change Management responsibility, NM works as a user of this service, not all the activities are informed.

24 x 7

Customer Notification regarding Maintenance.

24 x 7 (48 hours in advance)

Contact Matrix
The Contact matrix is a document created during the implementation phase of a “Network Management” service. It contains a list of names, phone numbers, emails and availability of customer’s employees who have the authority and privileges for accompanying the services provided by Cirion’s Network Management.

Modality

MN

AC

PF

AV

AM

Matriz de Contactos

Network Management

Nombre del Cliente

Sitio del Cliente

Local

Grupo o nombre

Teléfono 1

Teléfono 2

Email

Disponibilidad

Como contactar

Orden

Observación

In this document, the customer defines the names and contact information for each location. These contacts will be used by the Service Desk to communicate incidents that may occur at the location during the operation of Network Management services

Changes 

The administrator must inform any changes to the information on this list. 

The administrator must be informed when the contact matrix is sent. If change is related to the administrator, the customer must notify Cirion through an official letter.

Escalation matrix

In case of incidents that require the involvement of Cirion’s Network Management, customers must use the escalation route provided by the service manager during the implementation phase. The administrator of this relationship is your Service Manager. In case there are any changes related to the administrator, Cirion will formalize them by sending an updated version of this document.

Modality

MN

AC

PF

AV

AM

Incident management

What is an incident?

An incident is any event that is not part of the standard operation of the services provided by Cirion, and that causes or may cause an interruption or degradation of service performance.
Incidents must be registered, identified, classified and monitored by phone calls to the Service Desk.

Proactive Detection

The Service Desk, through the continuous monitoring of customers’ telecommunication elements, aims to identify, alert and implement handling procedures related to the event.

Registration of Tickets

For proactive detections right after the alarm is identified, the Service Desk registers a ticket, including a detailed description of the incident. This ticket will contain “Network Management” in its origin field.
When a customer notices any abnormal service behavior which hasn’t been notified by the Service Desk, he/she must contact the Service Desk to open a ticket, which will then contain “customer” in the origin field. Depending on the Network Management service level hired by customer, an abnormality noticed by customer and not detected by the Service Desk may not be taken into consideration when measuring proactivity.
Once the ticket is created, recovery times will be considered for MTTR (MediumTime to Recover) purposes.
Customer requests for information or changes on their telecommunications connections, registered at the Service Desk, are classified as “Customer Requirements” and will not affect service availability statistics.
Customer requests for information or changes in other environments, such as telephony or data center, will be registered as “Special Customer Request” and will not affect service availability statistics.
The deadline for implementing changes will be provided when the change request is conducted and will comply with the rules of the area executing the change. The Service Desk may assist in obtaining details regarding this topic.
All registered tickets will have a unique identifier composed of numbers and letters. This identifier will be known as “ticket number,” and the customer can use it to request ticket status information.

Diagnosis

During ticket registration, the Service Desk will conduct a preliminary ticket classification and will attempt to recover the service immediately.
In case of proactive detection, the first step of the diagnosis will be to call the affected location, according to the customer’s contact matrix, for observation of symptoms such as power failures.
In case of reactive tickets during registration, an email will be sent to the customer with the ticket number and its details.

Information for Customer

After ticket registration and first diagnosis, an email will be sent to the customer with the ticket number and the incident details.

SEVERITY/IMPACT: Impact 

PRIORITY: Priority                                 

ACTION: Immediate action

In case of inquiries, please contact our Service Desk at +1 877 389.4266.

An incident was detected during our monitoring for location XXXXXX

Organization:

Billing account name:

Service Identifier:

Ticket created in:

Product:

Bandwidth:

Symptom:

Ticket Open:

Location on behalf of:

Open Ticket:

Sincerely,

Engineer Name

Network Management Monitoring Engineer – Cirion E-mail: aaaa.bbbb@ciriontechnologies.com www.ciriontechnologies.com

ARG: 0800 800 5383 BRA: 0800 8873333 / +55 11 3957.2288 CHI: 800 360 303 COL: 01 8000 117997 /

+57 601 611 9013 ECU: 01 800 400408 / +593 2 400 5080 PER: 0800 70662 / + 51 1 705 5777

MEX: +52 55 2581 6333 VEN: +212 204 9306 USA: ++1 877-389-4266/ +1 800 467 7288.

Ticket Derivation

If service is not recovered after the first action, the ticket will be sent to the responsible operator’s NOC.

Lifecycle of Incident

During incident control by the operator’s NOC, the Network Management’s Service Desk will provide continuous updates to the person responsible for the incident on customer’s side, as well as monitor the incident’s status.
The interval between monitoring activities will be determined by the severity of the incident and the level of damages, as demonstrated in the next section.

Severity

For each ticket registered or proactively detected, the Service Desk will assign a level of severity, according to the chart below:

Severity

Definition

Critical

System totally or partially down or more than 30% of degradation in services provided by Cirion or third parties, so that Cirion and customer’s joint evaluation indicates that the customer’s ability to maintain business operations has been severely affected.

There is no alternative means of reestablishing service. 

Major

System totally or partially down or degradation below 30% in services provided by Cirion or third parties, so that Cirion and the customer’s joint evaluation indicates that the customer’s ability to maintain business operations has NOT been affected.

There is no alternative means reestablishing service.

Minor

System partially down or containing degradation that may cause failures, without impacting service availability provided by Cirion or third parties, and no effect on customer’s usual business operations or any Critical/Major failures as a consequence.

There are alternative means of reestablishing the service.

None

No damages to customer’s business caused by the services provided by Cirion or third parties.

Damage Level

For each failure registered or proactively detected, the Service Desk will report the level of damage caused by the failure of the services provided by Cirion or third parties, according to the following chart:

Damage Level

Definition

Unavailable

Failure causes unavailability of service.

Degraded

Failure causes service unavailability, with some degradation of normal working conditions.

At Risk

Service is not affected, but for some reason, according to Cirion and customer’s evaluation, there is a risk it might be affected in the future.

Null

There is no damage (when detected during diagnostics that there is no damage to the service and no problems caused by Cirion).

Time Intervals

Response times for initial notification, monitoring throughout handling of incident, and generation of recovery report are presented below:

Item

Critical

Major

Others

Creation of ticket

Immediate

Immediate

15 minutes

Follow-up during handling of ticket

Every 60 minutes

Every 90 minutes

Every period

Generation of incident report *

1 day

2 días

On demand

* After information has been provided by the groups responsible for the solution.

Customer can request information about the handling of incidents at any time, independent of the intervals indicated above.

Incident Solution

Intervals shown on the incident solution field are the time intervals in which the service returned to its standard operating conditions.
The Service Desk will determine, together with the customer, when service conditions have returned to standard operating conditions and will set ticket status to “Solved,” based on the problem’s solution interval.
If the Service Desk verifies that service was reestablished without a coordinated action with the customer, and the customer does not agree with the time set by the Service Desk, a new time will be set in agreement with customer once the service has been reestablished.

Ticket Closure

Modality

MN

AC

PF

AV

AM

A Ticket will be closed when there are no pending issues between the operator and customer.
This means that an agreement regarding a solution of the damaged service was reached, together with a diagnosis and an error classification
In some circumstances, a solved ticket may remain open to indicate that ongoing monitoring will continue after solution of the failure.
Tickets will be closed only with customer authorization by email agreeing to closure, which will then be processed after 24 hours, except in cases related to band utilization, which will be further described in this document.

Problem management

Although the Service Desk does not deal directly with ticket handling and solution, its goal is to search the root cause of the incidents by registering and recovering events.
When issuing monthly service reports, events are identified so that corrective actions can be taken by Cirion or a third-party operator, or even on the customer’s infrastructure.

Modality

MN

AC

PF

AV

AM

Change Management

The Service Desk will send the management and control of changes to Cirion or to third parties’ services as long as they are registered by Network Management and are part of the scope hired.
Changes will refer to a ticket number to be documented and sent to the responsible party, who will then evaluate the request and determine the delivery dates. In case they are rejected, the reason will be documented in the ticket.
The Service Desk will handle communications between the customer and the responsible party until the change is completed and the ticket is closed.

Modality

MN

AC

PF

AV

AM

Configuration management

The Service Desk will keep information about topology, network elements, configuration and contacts, as well as information about contracted service levels and Network Management service modality updated in its database.
Customers may request information regarding this database at any moment.

Modality

MN

AC

PF

AV

AM

Service provisioning

Capacity Management

The objective of this process is to adjust the capacity in order to adapt it to current and future customer demands and to the telecommunications resources related to the services hired.
This periodic process utilizes parameters, conditions, planning, resources and amount of measurements to be conducted, as is established in the process for managing configurations, to evaluate the performance and capacity of the customer’s telecommunication’s network.
During the Network Management services implementation phase, an assigned Service Manager works with the customer to define an agenda for availability evaluations and a schedule.
Evaluations will be documented and sent to the customer for review and approval. Evaluations will be conducted by the Service Desk, with the coordination of a Network Management Operations Specialist and the operator’s NOC. The only goal is to certify that redundancies, contingencies or back up are being operated correctly.
In case the Service Desk encounters any problems while executing evaluations, they will be suspended, functionality documentation detailing the problems will be registered and an internal ticket will be registered and sent to the area responsible for solving the problem.

Modality

MN

AC

PF

AV

AM

Once the problem is solved, new evaluations will be promptly booked conducted. When successful evaluations are concluded, the Service Desk will issue a document certifying the correct operation (Functionality Certification).
By each month’s 10th business day, a Service Report containing information about network availability for each location and service will be distributed.

Capacity Management – Basic Level

The objective of this process is to optimize the telecommunications infrastructure and associated services to provide a constant and efficient level of availability, allowing customers to meet their business objectives. This is achieved by determining the availability required for business needs, and the telecommunications infrastructure’s capacity and organization to meet these demands.

 

Benefits of this process:

  • Anticipation of investments.
  • Reduction of idle capacity.
  • Planning for updates and changes to previous versions.
  • Management of existing applications and resources.
  • Resource planning for new applications.
  • Assessment of change impacts to support high availability.
  • Reduction in the number of urgent change requests due to capacity issues.
  • Over time, establishing supervision and referrals can help future projections.

This process involves determining parameters to measure and monitor the gathering, organization and analysis of documented data. The performance and capacity reports sent, together with the customer’s capacity requirements, are used to identify needs and develop a plan for improving capacity (expanding, prioritizing and reconfiguring) and to proactively correct functionality anomalies and failures.

Basic capacity management activities are: 

  • CPU occupation and/or memory level (%).
  • Entry and exit throughput (bps).
  • Recommendations related to the expansion of links, based on average occupation thresholds.
  • Total throughput trend analysis based on historical data.

Recommendations related to backbone expansion, based on scope of trend analysis.

Modality

MN

AC

PF

AV

AM

Capacity Management – Standard Level

As stated in the previous section, the objective of this process is to optimize services in order to offer constant and efficient availability to support customers’ business goals.

Standard capacity management activities are:

  • CPU occupation and/or memory level (%).
  • Entry and exit throughput (bps).
  • Recommendations related to the expansion of link based on average occupation thresholds.
  • Total throughput trend analysis based on historical data.
  • Recommendations related to backbone expansion, based on trend analysis scope.
  • Entry and exit throughput per type (bps) (up to 4 services).
  • Throughput measurement per QoS on WAN (bps).
  • Entry and exit throughput per application.
  • Band usage per IP address.
  • Throughput trend analysis considering band utilization per QoS and its applications.
  • Recommendations related to backbone planning and expansion, based on trend analysis scope.

By the 15th of each month, we deliver a service report with information about the network’s general capacity for entry and exit throughput, as well as detailed throughput information regarding the top 5 failures related to IPs and protocols

During the Network Management implementation phase, the Service Manager will work with the customer to establish acceptable utilization thresholds and define alerts, in case they are reached.

Based on these definitions, applications tools will be configured. In case of alerts, the Service Desk will follow this procedure:

  1. Proactively open a ticket for the affected location.
  2. Issue reports with throughput behavior in the previous hour, including information regarding usage percentage, a summary of the top 10 sources of failures related to IPs and protocols and the communications table with the origin and destination protocols, from highest to lowest.
  3. Send a report and ticket number to the customer.
  4. Wait for customer’s contact regarding the behavior observed

While waiting for customer’s feedback on observed behavior, the Service Desk will ignore any other alert that might be identified by tools for that location.

Modality

MN

AC

PF

AV

AM

In case there is no reply from customer, the Service Desk will close the ticket without customer’s previous approval and will wait for an alert recurrence. In case it happens, steps 1 to 4 should be repeated.

Capacity Management – Advanced Level

Modality

MN

AC

PF

AV

AM

The goal of this process is to optimize telecommunications services to offer continuous and efficient capacity levels which allow customers to reach their business objectives.

Advanced capability management activities include: 

  • CPU occupation and/or memory level (%).
  • Entry and exit throughput (bps).
  • Recommendations related to the expansion of link based on average occupation thresholds.
  • Total throughput trend analysis based on historical data.
  • Recommendations related to backbone expansion, based on trend analysis scope.
  • Entry and exit throughput per type (bps) (up to 4 services).
  • Throughput measurement per QoS on WAN (bps).
  • Entry and exit throughput per application.
  • Band usage per IP address.
  • Throughput trend analysis considering band utilization per QoS and its applications.
  • Recommendations related to backbone planning and expansion, based on trend analysis scope.
  • Parametrization of WAN optimizers.

Operational procedures for standard capacity management, previously indicated, are also contemplated in this level.

By the 15th of each month, we deliver a service report with information about the network’s general capacity for entry and exit throughput, as well as detailed throughput information regarding the top 5 failures related to IPs and protocols, and information about achievements from WAN optimizers and load balancing.

Availability management

Service Level Management – Basic Level

Responsible for ensuring that services operate according to the agreements established between Cirion and the customer.
This agreement is reflected on the SLA matrix shown in the end of this section.

Metrics and Objectives

Effectiveness in reaching service levels established by the SLA matrix is measured by KPIs, obtained through Cirion’s monitoring tools, such as uMonitor, and registered data such as throughput information, etc. The key performance indicators for service level management at a basic level are:
• Service Availability (%).
• General network availability (%).
• Medium Time to Recover – MTTR (minutes).
• Medium Time Between Failures – MTBF (minutes).
• Error rates on interfaces (amount).
• CPU occupation rate (%).

Service Level Management – Advanced Level

Responsible for ensuring that services operate according to the agreements established between Cirion and the customer.
This agreement is reflected on the SLA matrix shown in the end of this section.

Metrics and Objectives

Effectiveness in reaching service levels established by the SLA matrix is measured by KPIs, obtained through Cirion’s monitoring tools, such as uMonitor, and registered data such as throughput information, etc. The key performance indicators for service level management at an advanced level are:

Modality

MN

AC

PF

AV

AM

  • Service Availability (%).
  • General network Availability (%).
  • Medium Time to Recover – MTTR (minutes).
  • Medium Time Between Failures – MTBF (minutes).
  • Error rates at interfaces (amount).
  • CPU occupation rate (%).
  • Latency (ms).
  • Package Loss (%).
  • Jitter (ms).

Organizational structure

The Network Management area is composed of professionals with ITIL Foundation, ITIL Service Manager, Cisco Certified Network Associate, and Cisco Certified Network Professional certifications, among others.

Operations Manager

  • Management of operational .
  • Quality of Support.
  • Availability 08 x 05 (included in escalation matrix).

Service Manager
ITIL Service Manager

  • Specialist on customer´s business model.
  • Responsible for a limited number of customers.
  • Focus on customer´s SLA.
  • Available 08 x 05 (included in escalation matrix).

Monitoring Technicians
ITIL Foundation

  • Monitoring of performance indicators and SLAs.
  • Preventive Maintenance and back up tests.
  • Incident Support and Monitoring.
  • Availability 12 x 05 (included on escalation matrix).

Monitoring Technicians
ITIL Foundation

  • 24 x 7 Operation.
  • Constant and proactive monitoring.
  • Incident diagnosis, treatment and follow up.
  • Customer feedback.

 

Documentation

Find below a detailed list of documents used by Network Management during the implementation and operation of services for the customer.

Modality

MN

AC

PF

AV

AM

Implementation

During the implementation of Network Management services, the customer will receive the following documentation:

Contact Matrix

Your Service Manager will send you this Excel attached.

Presentation

Presentation used during the launch of Network Management services.

Network Management Appendix to Customer Handbook

This document.

Daily Operation

During the operation of the Network Management service, the customer will receive the following documents:

Incidents Report

Document containing information regarding the incident, such as opening and closing dates, detection, description of incident, alternative solution, permanent solution and action plan (to be sent for critical incidents or whenever requested).

Bandwidth Utilization Report

Modality

MN

AC

PF

AV

AM

In addition to this report, conversations between IPs and protocols will be sent.

Preventive Maintenance Plan
Document containing information as indicated in Availability Management.
This document will be completed by Network Management, with information regarding the evaluations conducted. It should be validated and approved by customer.

Functionality Certification

Modality

MN

AC

PF

AV

AM

Document containing information described in the Availability Management section.

After several successful availability evaluations, the Service Desk will issue a functionality certificate.

Monthly Operation

Modalidad

MN

AC

PF

AV

AM

During the operation of Network Management services, the customer will receive the following documentation every month

Service Reports
The Service Reports will present information regarding service support, service provisioning and other important recommendations and information.
It will be sent to customer by the 10th of each month, with information related to the previous month.

Quarterly Operation

Modality

MN

AC

PF

AV

AM