BMC - Building Management Center

BMC:

1. Visibility of all passive alarms via tie-in through the BATB from sources and extended
towards the BMC or relevant NOC.
2. The Contractor shall establish a BMC to monitor, control the dispatch, assignment and
maintenance activities of the PI for each Telecom Facility through a central Telecom
Facilities (Technical Buildings) Infrastructure Management system
3. CCTV and other surveillance and security system including card readers, finger print or hand
readers and door breach alarms through to the BMS and BMC.
4.

1.1 INVENTORY MANAGEMENT / ASSET MANAGEMENT

1.1.1 The Contractor shall provide and utilize an inventory and asset management
system to ensure a constantly updated inventory database of the installed base of
the PI equipment. This system should be integrated with the Company’s systems
and transferred to the Company for its own use along with all its dependencies
with support during the term of the contract.

1.1.2 The Contractor shall be responsible to keep all PI inventory databases up to date
at all times. The databases include PI element, resources, services, tools, spares,
etc.

1.1.3 The contractor is responsible for:

1.1.3.1 Labeling schemes

1.1.3.2 Point of labeling

1.1.3.3 Labeling implementation

1.1.3.4 Recording details

1.1.3.5 Inventory checks

1.1.4 The Contractor shall maintain all PI performance data, system logs, and alarms
for a period of 6 months to allow the verification of any disputes.

1.1.5 The Contractor should maintain the license data base of all nodes, if applicable.

1.1.6 The Contractor shall have all updated floor plans, single line diagrams,
fuse/circuit breaker and distribution board assignments, rectifier and power plant
loads, and generator running hours and fuel consumption records required for
 studies and/or assignment of new equipment available and any database required
for network connectivity, CWO, IP connectivity, network topology etc, loaded
into the asset management in addition to the documentation management. The
Company should have access to these DBs.

1.2 BUILDING AND FACILITY MANAGEMENT

1.2.1 All Infrastructure Management tools

1.2.2 Building Management System (BMS) or monitoring platforms including all

dependency systems and wiring and extension of all alarms from sources to
console and maintaining its integration with the BMC for the fault management

1.2.3 All alarm terminations and integration with systems.

1.2.4 DGP Control systems

1.2.5 Leak detection system for comprehensive detection of water or gas based leaks
throughout the facility.

1.2.6 Safety and hazard control systems

1.2.7 All Master control systems for fire protection, Leak Detection, Cooling, access,
electrical, security and CCTV surveillance systems (if applicable).

1.2.8 Assets and Inventory Management

1.3 BMC AND CRITICAL FACILITY HELPDESK

1.3.1 The BMC shall be setup in the HQ of the Company at Mursalat or at an

alternatively preferred location by the Company and shall serve as a focal point
for monitoring and controlling all maintenance activities as part of the Facilities
Management Contract.

1.3.2 The BMC shall be at the heart of the Service Level Management as a single point
of contact accommodating all service requests, incident management, fault
management, escalation matrices, availability reporting and continuous
monitoring of all equipment and services.

1.3.3 The Passive infrastructure components and the service requests shall be
monitored by the BMC. This Center shall be manned by the Contractor on 24/7
basis with sufficient staff to meet the SLA commitments. The BMC is the main
controller for the fault management process applied.

1.3.4 As described earlier in previous sections, a central dashboard and fault

management and KPI monitoring console shall be setup by the contractor to serve
as the foundation for the operation of the BMC.
1.3.5 All necessary integration activities required for the operation of the BMC and kick
start of its tasks to monitor the Telecom Facilities (Technical Buildings) end to Commented [WSS1]: Transition period is only 3 months
end must be implemented before the end of the transition period. and might not be enough to build BMC

1.3.6 If visibility is lost to any passive infrastructure elements, systems, or services, due
to any reason the Contractor shall have to execute contingency plans for
monitoring the PI towards achieving the SLA until the visibility is restored.

1.3.7 The Contractor shall have in place adequate tools to provide operation status in
real-time in terms of number of TT currently open with their classification and if
missing the SLA a breakdown of the reasons per severity and domain, etc.

1.3.8 The Contractor shall open tickets for every incident received from the fault
management systems through active monitoring elements, NMS and OSS systems
individual customer units or company or 3rd party representatives.

1.3.9 Any fault in the Passive infrastructure, whether service affecting or not, shall be
attended by the Contractor staff where required on 24/7 basis.

1.3.10 The Contractor staff attending to the equipment in the Telecom Facilities
(Technical Buildings) shall do so by coordinating the start/end of the activities
with the NOC.

1.3.11 The Contractor NOC staff shall generate a shift report mentioning all the Tickets
opened and closed during the shift and use it for reporting and shift handover.

1.3.12 For faults in any of the Telecom Facilities (Technical Buildings), the BMC will
analyze the relevant alarms and correct and/or instruct and direct the
corresponding Maintenance teams to carry out or drive corrective maintenance
activities including troubleshooting, testing, measuring, resetting, re-seating,
tuning, lining-up, logging-in, jumpering, etc. The Contractor staff shall be
specialists in the relevant scope of work they handle and they shall provide the
right level of technical support to the staff in the ground staff including
coordinating all corrective and preventive maintenance activities.

1.3.13 The Contractor shall use the Company’s Trouble Tracking System (RTTS) to
manage and document the fault handling process per incident through to and
including problem resolution.

1.3.14 The Contractor shall escalate, follow-up, and track faults to his support or 3rd
party 2nd level support groups as required to meet the agreed SLA/KPIs.

1.3.15 The BMC is responsible to accept and attend to fault reports from sources other
than Network surveillance including but not limited to customer care, etc.

1.3.16 Contractor shall notify the company and provide regular updates on all service
affecting failures and also follow the escalation matrix as defined in the
Supplement 3 – Service Level Agreements.

1.3.17 Service reports are to be issued via the BMC for every major maintenance done. Commented [WSS2]: Actually we are bound to WFMS
and RTTS in all of our activities, why they keep asking to
have such reports from the BMC/NOC?
1.3.18 Training of key staff on all tools (RTTS and others) use and understanding of
problem handling is essential so that delays in problem handling are not
encountered or raised as reasons for SLA deficiencies. The Company will arrange
to train the trainers provided by the Contractor for select Company systems such
as WFMS and RTTS II, on request to the MS Coordinator. Thereafter, the
responsibility for all training of the Contractor’s staff in the Regions and Districts
shall be of their own. Training of staff on the BMC and the required Dashboard
facilities and integrated fault management systems shall be the Contractor’s
responsibility.