AirFrame Support

Services Playbook
Lead BG driving projects using AirFrame Hardware
Ole Ross, GS TSS SWS Portfolio Manager
May 2020

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Introduction to AirFrame services playbook
Multi-BG offers built on AirFrame
• Nokia offers built-on-cloud architecture with AirFrame. These are multi-BG deals
• Lead BG of the deals ensure overall customer solution with contribution from other BGs
• Service setup during deployment and for care phase is ensured by Lead PM and Lead
CaPM
• Service selection must follow each BG’s portfolio in setting up overall service solution
• xBG services for the customer solution are provided by Lead BG as per default unless
other setup is agreed with contributing BGs

ION Appliance models are handled separately

• Definition: Combination of ION Software + AirFrame HW sold as a single product
• Models: VSR-a, CMG-a2, CMG-a8, CMU, CMM-a2, CMM-a8
• Note: NSP appliance is with HP server and not in scope here

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Multi-BG offers containing AirFrame and Lead BG
Lead BG selection and responsibilities Delivery responsibility

Sales & Support Lead BG

• Lead BG is determined by offer as per sales
process
VNF / Application
• Lead BG Responsibilities • VNF BG delivery Lead BG
• Overall customer solution in sales
Cloud infrastructure (VIM)
• Service sales inclusion from all BGs in offer • CBIS/CBAM by NSW CS&C NSW CS&C
• 3P VIM by NSW CS&C
• Solution deployment (NCIR SWM
• AF delivery by NSW CS&C
by GS)
• xBG alignment in delivery • NCIR by GS SWS

Customer Solution examples Data Center HW platform

• SWS SWM (AF HW support) by GS
Customer Cloud Lead BG GS SWS
SWS GDC
Solution Infrastructure
• eSW/FW Upgrade by GS SWS GS HWS
AS BSC/RNC NCIR MN/GS
Cloud BTS • AF HW Spares & Replacement by GS
CBIS HWS
VoLTE / SDM 3P Cloud NSW • 3P SWS SWM/HW Support by supplying BG
• 3P HW spares & replacement by supplying BG 3P Supp BG
EPC / VNO CBIS ION
WBX By ION

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 GS TSS services mapped to Customer request on AirFrame
List of services requiring customer sales and funding to GS
Customer ask Service Offer Name Delivery unit Details
Hardware spares and replacements SPM / AEP / HW spares GS HWS / HW Sales, Logistics & replacement of unit
Scope similar to Delivery Only service relevant for ION appliance models
ION, FN and Hardware & eSW/FW troubleshooting SW Maintenance / Emergency Case GS SWS / GDC Remote support via case handling
NSW services handling (Care & Deploy phase)

Standard HW intervention MOPs related to SW Maintenance / Emergency GS SWS / GDC + Solution to case handling with troubleshooting and
AirFrame product Documentation Support portal available online in Discovery tool
Example:
Equivalent to Access to eSW/FW updates for AirFrame SW Maintenance GS SWS / GDC + Access to eSW/FW through support portal (beyond
ION Technical SW supply under support portal Support portal year 1) and SW supply tool
support service
Customer ask Service Offer Name Delivery unit Details
HW intervention guidance for specific NE and site GS SWS Expert service (TTS remote) GS SWS / GDC Generic MOP adapted to Customer site specifics
Available upon purchase and with SWM

Support of customer HW intervention during GS SWS Expert service (TTS remote) GS SWS / GDC Booked expert available for guidance
Scope different maintenance window (AirFrame HW scope)

than ION, FN AirFrame contribution for combined MOP covering GS SWS Expert service (TTS remote) GS SWS / GDC Lead BG gathers input from HW, Cloud and VNF
AirFrame, CBIS and VNFs layer and build single combined MOP
and NSW
eSW/FW upgrade of whole or part of AirFrame GS SWS SW remote upgrade service GS SWS / GSD SW upgrade planning project executed in
services system (Care & Deploy phase) CSS maintenance window

Dead on Arrival Hardware replacement GS HWS commissioning spares GS HWS / HW HW spares during the commissioning phase via a
(Deploy phase) Delivery pre-arranged contract with GS TSS HWS

Onsite Repair by Nokia managed FF/Subco HWS OSR GS HWS, GDC, HWS GDC handles logistics, SWS GDC provides
SubCo expert support.

Link / Contact
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Use process and contacts on next page for scoping and selling
Quoting Multi BG offers with AirFrame
Engaging GS in service offers

Nokia services Portfolio handbook

GS TSS Services documents

• Lead Service Solution Manager engage

GS
GS Service Solution Manager for the
relevant CT Org chart
• Service offer is prepared by GS, GSS

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Lead BG responsibilities in Care start-up
Deployment by Lead BG or as per agreement with other BG
• Map required services and entitlements from All BGs using each BG portfolio
• Ensure resource and cost forecast is in place from All BGs using each BG system
• Ensure revenue allocation is agreed with Lead and Support BG’s following each BG
service model and in line with sales split from accepted offer
• Set up needed services for xBG handling with support from All BG’s using each BG
portfolio
• Establish services across BGs to meet customer solution requirements in care phase
• Customer solution overall maintenance
• SW upgrades and SW version compatibility
• Hardware and Cloud Infra interventions
• Onsite activities
Ensure tag transfer is performed for AirFrame switches produced by Dell before Care phase
(Switches: Z9100ON, S4048T, S4048ON, S3048ON )

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CDB setup for GS SWS and HWS for AirFrame
Ensure SW and HW products are set up to enable service
• NDCS solution is used for NDCS level Documentation Example:
access Solution: Nokia AirFrame Data Center
Solution
• Add the solution as a product to the contract
Solution version: NDCS RM18
• AirFrame Product is used for HWS, eSW access and case
creation Product: Nokia AirFrame RackMount
• Link SWS SLA to AirFrame product Product version: RM18
• Add HWS support details to product

• Attach correct services

• 7402 for SW Maintenance (Case handling/Trouble shooting,
ION Appliance:
Documentation, eSW updates)
Only AirFrame product and HWS
• 7410 for Emergency service
support details need to be set up
• 7409 for Expert services and customizations
• 7339 for Repair Related
• 7344 for Spare Part Sales
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Project handover to GS GDC
Collect all details through meeting sessions with the Customer Team
Handover details Standard or customized scope?
• Remote Connection • Local Team is transferring standard scope
• Scopes (SWM; Emergency; Expert for SWS that GDC can perform
services) • Standard SWM/EME delivery.
• Installed base • Local Team expect customized scope for
• Local team contacts SWS
• SLAs • GDC need to be informed, with
• Governance / Reporting practice with End procedures and expectation’s
Customer expected from GDC transferred properly
• Day-1 agreement to start delivery from • Here additional costs (7409) arise on
GDC top of SWM/EME

Material it is stored on a document “Knowledge

Transfer” for future reference and kept on a
Sharepoint storage.
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References used in the playbook

• One CDM Playbook

• Multi BG handling
• Lead CaPM
• GS-NSW SoR
• NSW Care handover process
• Customer information for CaPM & Global Care Delivery
• GS Care handover process
• AIM Project management
• Services handbook Q1 2020
• AirFrame sales guidance
• Sell process
• GS TSS HWS support for the Commissioning phase

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Abbreviations used in this document

AEP Advanced Exchange Package - Hardware Service

BG Business Group

CaPM Care Program Manager

EME Emergency
eSW embedded SW
FF Field Force
FW Firmware
GCD NSW Global Care Delivery
GDC GS Global Delivery Center
HW Hardware
MOP Method of Procedure (Instructions)
NDCS Nokia Data Center Solution
NSW C&C NSW Core and Care
OE Open Edge (Edge Data Center)
PM Project Manager

RM RackMount Data Center

SPM Spare Part Management
SubCo SubContractor
SWM Software Maintenance
TTS Tailored Technical Support (Expert service)
VNF Virtual Network Function

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Revision history and metadata
Please delete this slide if document is uncontrolled
Document ID: DXXXXXXXXX
Document Location:
Organization:
Reviewed Reviewed Approval
Version Description of changes Date Author Owner Status by date Approver date

Chris Paul DD-MM- Ashish DD-MM-

0.9 Aligned with NSW and ION 29.04.2020 Ole Ross Ole Ross Draft
Marko Falck YYYY Tandon YYYY

Tommi
Luukkala Ashish
1.0 Approved by GS, NSW, ION 13.05.2020 Ole Ross Ole Ross Approved 12.05.2020 12.05.2020
Steve Delroy Tandon
Chris Paul

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