Myriad Group Mobile Operators

TISA Support and Operations

- Incident Handling Process -
Author : Myriad Group
Date : 12-APR-11
Version : 2.5
 Scope of the document

Myriad Group Mobile Operators Support Organization

Myriad Group Mobile Operators Handling Process
Incident Priorities
Emergency Support
How to Log an Incident ?
Myriad Group Mobile Operator Escalation Matrix
Incident Handling Flow

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 Myriad Group Support Organization
The Customer Support team is based near Paris in France where the
main Myriad Group Mobile Operator development centre is located.
The Myriad Group Mobile Operator Office Hours are from Monday to
Friday between 9:00 am and 6:00 pm CET (GMT+1).
All the P1 Critical issue (traffic impact) must be raised by phone using
the hotline number.
P2 (Major) and P3 (Minor) incidents have to be logged via email /web
Interface (salesforce portal). They will be acknowledged on the next
French business day
From 2011 Q1 a new Support team will be based in Mexico. This will
extend the office hours for South/Central America working day.

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 Myriad Group Incident Handling Process
• Customer logs an incident
• Customer Provides details: phone number, traces, logs, clear
description of the problem…
• Incident stored in internal database
• Response and solving times applied
• Assigned to support engineer
• Myriad Group Mobile Operator Internal Escalation path
 First, second and third line (R&D) support, 3rd party
 Customer Support Manager
 Professional Services Director
• Solution

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 Severity definitions

Severity 1 :
The impact of the reported Error is such that the Customer is unable to
either use the Platform, a complete service outage, or problems with a
high visibility to end-users having a major impact on the normal operation
of the service.
Important features of the Platform are not working properly and there are
no acceptable, alternative solutions. While other areas of the Platform
are not impacted, the reported deficiency has created a significant,
negative and direct impact on the end-user serviceability

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 Severity definitions
Severity 2 :
Important features of the Platform are unavailable, but an alternative
solution is available or non-essential features of the Platform are
unavailable but does not materially impair the normal operation of the
service. The Customer impact, regardless of product usage, is minimal
loss of operational functionality

Severity 3 :
The reported Error is a service affecting defect that is not a Severity 1
Error or a Severity 2 Error.
Requests for configuration changes, enhancement or additional
information

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 Myriad’s Undertakings (SLA)

There are agreed response time for issues :

Severity 1 Severity 2 Severity 3

Initial Response Time 1 hour 1 hour* 1 hour*

Workaround
Implementation Time
4 hours N/A N/A

Resolution Plan Within one (1) Within two (2) Within five (5)
Response Time Business Day Business Days Business Days
Corrective Software Within 7 Mutually Mutually
Response Time Days agreed agreed

* During business hours

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 Emergency Support

For service affecting (Severity 1 - traffic impact) problems

Call the help desk
You will be called back by a support engineer on duty
You must also add the incident into SMT

Note
Make sure that you can be reached by the Myriad Group Mobile Operator
Engineer
Open the remote support link if applicable and provide the information
needed by the support engineer (passwords, IP addresses,…)

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 How to log an incident ?

P1 (critical issues)

Via Phone
Customer +33 1 49 03 73 69

You must also add the incident into SMT

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 How to log an incident ?

Severity 2 (Major) and Severity 3 (Minor)

Via web interface (SMT)

https://eu1.salesforce.com/sserv/
login.jsp?orgId=00D200000007a8J

Via Email
Customer MYRIAD_MOBILEOPS_SUPPORT@myriadgroup.com

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 Myriad Group Mobile Operator
Escalation Matrix
Role Name Contact

Customer Support based in +33 1 49 03 73 69

Help Desk
France (9am-6pm CET) MYRIAD_MOBILEOPS_SUPPORT@myriadgroup.com

Customer Support based in

Help Desk Available from 2011 Q2
Mexico (9am-6pm CDT)

Emergency Calls +33 1 49 03 73 69

(24 hour) Help Desk
+33 6 83 22 34 93

Samire +33 1 49 03 73 66 / +33 6 88 31 69 14

Customer Support Manager
BESSAAD samire.bessaad@myriadgroup.com

+33 1 1 49 03 73 47 / +33 6 32 56 75 47
Mobile Operator Professional Michel HENRY
Services Director michel.henry@myriadgroup.com

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 Incident Handling Flows / Responses

For Incidents diagnosed as entirely within Myriad Service

Escalation through Myriad support and Engineering Teams
Response handled by Myriad Support
For Incidents diagnosed as involving Customer Infrastructure
(WAP Gateway / SDP)
Escalation from Myriad Support to Regional Support Team
Customer required to provide support contact for escalation process

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 After analysis issue is within the scope of
Myriad
Myriad Support forward the issue (ticket) to product team.
Myriad Support is in charge of the response to OpCo.

1 2
OpCo Support Eng
4 3

SDP
WAP

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 After analysis, the issue is concerning the
WAP or SDP infrastructure
Myriad Support forward the issue (ticket) to OpCo support team
OpCo Support team in charge of the response and update the Myriad ticket
OpCo support Team work with Huawei / central support as necessary

1
OpCo Support Eng

2
4 Support
3
SDP
WAP

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 Support Reporting

Monthly Incident reports produced by Myriad Support Manager

List of tickets with following information:
Case Number, Case owner, Subject, Status, Account name and
response times.

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 OpCo contact points

Chile (SDP Huawei Chile)

Rodrigo Cardemil email : r.cardemil@huawei.com
Francisco Raddatz email : f.raddatz@huawei.com
Argentina (Support points)
Sebastián Axelirud email : sebastian.axelirud@telefonica.com
NOC argentina email :
CORNdeRyPlataformas.AR@telefonica.com

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