ONGOING MAINTENANCE
InterSpots adheres to strict network standards to maintain a highly reliable network. The following is our proposed metrics for our Service Level Agreements:
Support Information
- Spare parts are stored and available from our facility or through our supplier service agreements as required.
- InterSpots employs and has trained service technicians.
- Report and dispatch procedures are part of our 7x24 response.
- Remote monitoring capabilities; all connections are monitored by our NOC, seven days a week, 24 hours a day. We use tools such as NetSaint and IPmeter probe to monitor network services, host resources, and connectivity to our clients.
- Backup or replacement system availability is provided for all components.
- Commitment to response and repair intervals is set by management and provisioned accordingly.
MAINTENANCE OBJECTIVES
a) Service Commitments
| Measure | Indicator | Standard | | Network Operation Centre | Hours of Operation | 7 Days by 24 hours | | Service Maintenance | Time required to perform regular Network maintenance activities | All maintenance activities are scheduled during pre-negotiated time slots with the customer as required | | Service Repair Time | The duration required to repair service from the time a network outage is reported | 4.0 hour MTTR |
b) Service Levels
| Measure | Indicator | Standard | Service Level | | Service Support | Elapsed time from customer notification to problem determination | 45 Minutes | 100% | | Service Availability | Time the service is available for use | 7 days by 24 hours | 99.997% |
c) Escalation Plan
After a trouble call has been reported to the NOC, the escalation process is as follows:
| 1st Hour of Outage | 2nd Hour of Outage | 3rd Hour of Outage | 4th Hour of Outage | | 1st Level | 780-420-6150 | | | | | 2nd Level | 780-420-6150 | 780-885-6105 | | | | 3rd Level | 780-420-6150 | 780-885-6105 | 780-909-6201 | | | 4th Level | 780-420-6150 | 780-885-6105 | 780-909-6201 | 780-497-2202 |
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