,DanaInfo=.AotuCpft,SSO=P+KST SS OSSGuidebookWebPortalHelp 1.14

The material contained within this document is proprietary information, which is the property of Skylogic S.p.A. and is protected as an unpublished work under the applicable copyright laws.

KA-SAT Services

Service Specification

OSS Guidebook Web Portal Help

Document Type Service Specification

Document Name OSS Guidebook Web Portal Help

Prod./Service Ref. Code KST_SS

Authors Skylogic Technical Dept.

Verified/Approved Natale Lettieri, Roberto Vitalone

Reserved to Customers

Version Number 1.14

Version Date 13/04/2012

Notes


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Document Name/Reference Code Authors Version Number

Version Date

OSS Guidebook Web Portal Help/KST_SS Skylogic Technical Dept. 1.14 13/04/2012


Document History

Version number

Version date Author Approved/Verified by

Note

1.0 30/05/2011 Skylogic Technical Dept. Natale Lettieri, Roberto Vitalone

• First Issue


• Updated Service Names


• Updated Screenshots


• New Functionalities


New Functionalities:

• Upgrade/Downgrade

• Installation Color


• Updated “Account Creation” Section


• Updated “UT Relocation” Section


New functionalities:

• Volume Booster

• Update Location

• FAP Log

• FAP Exit Time Forecast

• DHCP Leases


• Updated “Update Product” Section


DHCP Cancel Lease link


• Remote Reboot of a modem


Updated:

• Trouble Ticket Management (Categorization, Auto-resolution, Auto-closure)

• FAQ and TN


Updated Assurance Section


• Updated Fulfillment Section with Promotion information


• Introduced differentiation between Tooway, PDN and Professional Video services with highlights on Sections not applicable for Professional Video.

• Added OSS permissions [§2]

• Account Cancellation [4.5.1]

• Added the possibility to expire an Account during the month [4.5.4]

• Added the process to enable the Remote Reboot of an UT [§5.1.1.2]


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Table of Contents

1 Introduction ............................................................................................................... 5

1.1 Purpose ............................................................................................................... 5

1.2 Target Group ....................................................................................................... 5

2 OSS Permissions ...................................................................................................... 6

3 The OSS Web Portal ................................................................................................. 7

4 Fulfillment ................................................................................................................. 8

4.1 Fulfillment Overview ............................................................................................ 8

4.1.1 Population Overview .................................................................................................... 8

4.1.2 Account Creation – A four-steps Procedure ................................................................ 9

4.1.2.1 Account Creation – Step 1 ................................................................................................................... 9

4.1.2.2 Account Creation – Step 2 ..................................................................................................................11



4.2 Search ............................................................................................................... 15

4.3 Volume Booster ................................................................................................. 17

4.3.1 Volume Booster Details ............................................................................................. 18

4.4 Account List Pages ............................................................................................ 19

4.5 Account View ..................................................................................................... 20

4.5.1 Cancel account .......................................................................................................... 23

4.5.2 Change Product (Upgrade/Downgrade) .................................................................... 23

4.5.3 Update Product .......................................................................................................... 24

4.5.4 Change Expiration Date ............................................................................................ 26

4.5.5 Change Activation Key .............................................................................................. 27

4.5.6 Suspend/Unsuspend ................................................................................................. 29

4.5.7 UT Relocation ............................................................................................................ 30

4.5.8 Update Location ........................................................................................................ 36

4.5.9 Account View – Volume Boosters ............................................................................. 37

5 Assurance ............................................................................................................... 38

5.1 Terminal Summary ............................................................................................ 38

5.1.1 Population Overview .................................................................................................. 39

5.1.1.1 Folder View Page ................................................................................................................................40

5.1.1.2 Terminal View .....................................................................................................................................42

5.1.1.3 DHCP Leases .....................................................................................................................................43

5.1.1.4 Graph ..................................................................................................................................................44

5.1.1.5 FAP .....................................................................................................................................................46

5.2 Search ............................................................................................................... 48

6 Trouble Ticket Management ................................................................................... 50

6.1 Ticket List per UT............................................................................................... 50


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6.2 Open a Ticket per UT ........................................................................................ 51

6.2.1 Ticket Detail ............................................................................................................... 54

6.3 Open Service Ticket .......................................................................................... 56

6.3.1 Ticket Overview ......................................................................................................... 56

6.3.1.1 Ticket Search ......................................................................................................................................58

7 Support .................................................................................................................... 60

7.1 FAQ ................................................................................................................... 60

7.2 Technical Notes ................................................................................................. 61

7.3 Customer Satisfaction ........................................................................................ 61

8 OSS Releases ......................................................................................................... 63

9 Glossary .................................................................................................................. 64


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1 Introduction

1.1 Purpose

This document is aimed at providing Customers with a reference guide to the OSS Web Portal main features for KA-SAT Services:

• Tooway • PDN • Professional Video (NewsSpotter)

As the different Services take advantage of different Features and Options some Sections are not applicable for all.

I.E. for Customer interested on Professional Video the following Sections are not applicable:

• FAP (paragraph 5.1.1.5) • Volume Boosters (paragraphs 4.3, 4.3.1 and 4.5.9) • UT Relocation (paragraph 4.5.7) • Update Location (paragraph 4.5.8)

The last part of this document contains a glossary offering Customers a useful reference to the most common terms and definitions appearing on the OSS Web Portal and mentioned herein.

For more information on Principles and Procedures related to the OSS for KA-SAT Services, the document KST_SS_OSSPrinciplesAndProcedures shall be consulted.

Specifications provided in this document refer to Service Release 1.2.

1.2 Target Group

This documentation is targeted to those readers requiring a technical overview of the Tooway and B2B Service main features available through the new KA-SAT Satellite infrastructure specifically designed for both Consumer and B2B applications.

The present release contains confidential information and shall be treated as such.


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2 OSS Permissions

On OSS an user could have up to five different types of permissions:

• KA-SAT-Assurance: it grants the possibility to access to Assurance Section • KA-SAT-Assurance-TroubleTicket: it grants the possibility to access to Assurance Section

with privilege to display Trouble Tickets • KA-SAT-Assurance-TroubleTicket-Full: it grants the possibility to access to Assurance

Section, with privilege to display, write and edit Trouble Tickets • KA-SAT-Fulfillment: it grants the possibility to access to Fulfillment Section with display

privilege only • KA-SAT-Fulfillment-Full: it grants the possibility to access to Fulfillment Section with privileges

to write and edit

In order to request Skylogic to create new users or grant them credentials based on the above fields, please send an email to Skylogic NOA Team

1 ([email protected]) indicating, for

each user name, all the applicable permissions.

1 In case the first OSS user has to be created, please refer only to Tooway Sales Administration

([email protected])


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3 The OSS Web Portal

The URL https://external.skylogicnet.com/oss points to a Customer Login page, where a username/password set must be typed in the appropriate textboxes. Upon successful authentication, Customers land on the OSS Welcome Page in Figure 1.

On this page a menu bar on the left includes many clickable options and between them the most useful are:

• Assurance: it provides operational information on the status of Accounts and Terminals (this Section is covered in chapter 5)

• Fulfillment: it supports account creation, management and activation (this Section is covered in chapter 4)

• Ticket Overview: it supports all Trouble Ticket-related activities related to opening, following up and closing a trouble ticket. A trouble ticket is a mechanism to track the detection, reporting, and resolution of a type of Incident (this Section is covered in chapter 6)

Customers may be granted a functionality to create and administer one or more OSS Users with Fulfillment privileges from this page.

FIGURE 1 –OSS WEB PORTAL – WELCOME PAGE


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4 Fulfillment

From the menu bar on the left of the Welcome Page, as shown in Figure 1, Customers may click on Fulfillment, to display the Fulfillment Overview Page (detailed in Paragraph Error! Reference source not found.).

4.1 Fulfillment Overview

FIGURE 2 – OSS WEB PORTAL – FULFILLMENT OVERVIEW

The Fulfillment Overview page, in Figure 2, lists Population(s) and the number of related Accounts grouped by Status, i.e., Active, Active Stand-by, Active Suspended, Free, Expired and Blocked.

By clicking on one of the populations listed, the Population Overview Page is displayed, as detailed in 4.1.1.

4.1.1 Population Overview

FIGURE 3 – OSS WEB PORTAL – FULFILLMENT POPULATION OVERVIEW

This page lists Population Folders and the number of related Account as Total and grouped by Status, i.e., Active, Active Stand-by, Active Suspended, Free, Expired and Blocked. By clicking on


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one of the available Folders e.g. the default Folder Link as for Figure 3, the (Folder) Account List page is displayed, as detailed in Paragraph 4.4.

On this page, Customers may also access the Account Creation tab (Figure 3), as described in 4.1.2.

4.1.2 Account Creation – A four-steps Procedure

Creating a new account is a simple four-step procedure accessible from the Account Creation tab. Each step of this procedure is detailed on the following subparagraphs.

4.1.2.1 Account Creation – Step 1

FIGURE 4 – ACCOUNT CREATION 1

Customers can create new Accounts at any time by providing the following values2 on the form in

Figure 4:

• unique SAI

� by using the OSS-generated SAI value, pre-populated in the textbox

2 As a remark: it is mandatory to fill in the detailed information on this page.


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� or by replacing the pre-populated SAI in the textbox with a personal string3

• unique Activation Key

� by using the OSS-generated Activation Key value, pre-populated in the textbox

� or by replacing the pre-populated Activation Key in the textbox with a personal string4

• Folder

� by using the Default Folder

� or by replacing the Default Folder with another one from the dropdown box, when applicable

• Search Location Mode

� By City Name

� By ZIP code

• Country from a dropdown box

3 SAIs and Activation Keys, as identifiers, are case sensitive and shall only contain alphanumerical characters, underscores

(“_”), dashes (“-“) and dots (“.”).

4 Activation Keys shall be created so that they cannot be easily re-generated.


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FIGURE 5 –ACCOUNT CREATION 2 – CITY


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FIGURE 6 - ACCOUNT CREATION 2 – ZIP

Upon selecting a Country from the available dropdown box, Customers are displayed two extra fields as shown in Figure 5 and Figure 6:

• Product (dropdown box)

� One of the products in the list must be selected

• City or ZIP (text box) � City (see Figure 5): when the Search Location Mode is set on “City”, Customers could

type the city name in the textbox. If there is more than one city with the same name, it is possible to discriminate the location by the ZIP code specified in round brackets

� ZIP (see Figure 6): when the Search Location Mode is set on “ZIP”, Customers could type the ZIP Code of the location in the textbox

Notes:

• The correct location for the terminal must be specified: service quality investigations are in fact improved by a correct localization and successful Self Activation is only allowed if the system detects a location that is compatible with the satellite link.


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• Based on the selected Country, an autocomplete feature predicts eligible locations while Users are typing their Location Name. In case a typed Location Name does not appear to be predicted in any Country, with particular reference to Bahrain, Egypt, Georgia, Iran, Libya, Oman, Qatar, Saudi Arabia and United Arab Emirates, the nearest large city should be typed.

Clicking on the Save Button (Figure 7 – hand pointer 1) triggers a confirmation page, as shown in Figure 7.


FIGURE 7 – ACCOUNT CREATION 3

Upon clicking Yes (Figure 7 – hand pointer 2), the Account will be created and an Account Creation success page will be displayed as shown in Figure 8. Customers shall be aware that a wrong definition of the Terminal Location could result in failing the future Account Activation.

Upon clicking No, the creation is cancelled and the OSS-User is returned to Figure 4.


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FIGURE 8 –ACCOUNT CREATION 4

The Account is successfully created.


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4.2 Search

FIGURE 9 – SEARCH PAGE


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The Search page in Figure 9 allows Customers to search for the Accounts in their Population(s), as stored in the OSS system, and to get their relevant details. In performing their search, Customers may benefit from any of the following filtering options:

• SAI • MAC • Population • Account Status • Beam • Product • Country • FAP Status • FAP 4W Usage Percentage • Terminal Status • SNR • Volume Booster Status • VoIP Enabled • Activation Date • Expiration Date

Customers may limit the number of their search results per page by selecting from one of the available options in the Number of results dropdown box before hitting the Search Button.

Upon clicking on the Search Button, Customers are redirected to the Search Results Page, in Figure 10, where they have the opportunity to click on any SAI or MAC and be redirected to the Account or Terminal List Page, respectively in Figure 15 or Figure 41.

On the Search Results Page Customers may opt to export their search output data into a *.csv file by clicking on the Export to CSV link.

FIGURE 10 – SEARCH RESULTS PAGE


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4.3 Volume Booster

Volume Boosters are only relevant for PDN and Consumer Products under FAP mechanism.

Products without FAP or NewsSpotter (Professional Video) Products do not need the use of Volume Boosters.

Volume Boosters will provide the possibility to Customers to occasionally assign 1000 MB of extra-volume traffic to their Accounts.

Figure 11 will display how to access the Volume Booster page.

FIGURE 11 – ACCESSING VOLUME BOOSTER

Figure 12 will display Volume Booster General Summary.

FIGURE 12 – VOLUME BOOSTER GENERAL SUMMARY

The KA-SAT Volume Booster page in Figure 12 lists the number of Volume Booster in each possible Status per Population.

The page displays:

• Population


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• Size [MB] of the Volume Booster

• Total: total number of Volume Booster regardless of the Status

• Full: number of Volume Booster in “Full” Status (Volume Boosters that have not been consumed yet: Usage = 0%)

• In Use: number of Volume Booster in “In Use” Status (Volume Boosters that are in the process of being consumed: 0% < Usage < 100%)

• Empty: number of Volume Booster in “Empty” Status (Volume Boosters that are completely consumed: Usage = 100%)

• Expired: number of Volume Booster in “Expired” Status (Volume Boosters that are no longer usable: 0% ≤ Usage < 100%)

By clicking on the Population name, a detailed page is displayed, as detailed in 4.3.1.

4.3.1 Volume Booster Details

FIGURE 13 – VOLUME BOOSTER DETAILS

In this page are displayed all the Volume Boosters related to a Population. There are four tabs grouping Volume Boosters by Status (Full, In Use, Empty and Expires), as shown in Figure 13

Volume Booster details are:

• SAI

• Volume Booster ID

• Size [MB]: Volume Booster size in MB

• Assignment Date: date and time when the Volume Booster has been assigned

• State: Volume Booster status

• Usage: Volume Booster percentage of usage

• Consumption Start Time: beginning time of usage

• Full Consumption Time: date and time when Volume Booster became empty

• Expiration Date: time when the Volume Booster expired

To operate on Volume Boosters, please refer to Paragraph 4.5.9.


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4.4 Account List Pages

FIGURE 14 –ACCOUNT LIST PAGE (ACTIVE)

On the Account Summary Overview, described in Error! Reference source not found., Customers may click on one of their Population and land on their Account List (active) page as shown in Figure 14.

This page lists all Active Accounts associated to the selected population.

They may also access the following tabs by clicking:

• Active Stand-by Account List, listing all Accounts in Active:Stand-by Status

• Active Suspended, listing all Accounts on which Customers have used their Temporary Suspension feature setting them to Suspended

• Blocked Account List, listing all Accounts in Blocked Status

• Expired Account List, listing all Expired Accounts

• Free Accounts List, listing all Accounts created but not yet activated

Customers may click on their Population clickable SAI and reach Account View Page in Figure 15.


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4.5 Account View

FIGURE 15 –ACCOUNT VIEW PAGE

From the Account List pages, described in 4.3, and from the Search Results page, appearing in Figure 10, Customers may click on the SAI link and be redirected to the Account View page, showing detailed information on single Accounts associated to your Population. Figure 15 shows the Fulfillment Account View page.

If the Account viewed is Expired, this page is static; therefore Customers cannot perform any operation on the Account.

If the Account viewed is in any other Status, this page has the following clickable links:

• Upgrade / Downgrade, detailed in 4.5.1 or Update Product (only for Free Accounts), detailed in 4.5.3

• Edit Expiration Date, detailed in 4.5.4


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• Edit Activation Key, detailed in 4.5.5

• Suspend, detailed in 4.5.6

• Relocation, detailed in 4.5.7

MAC, detailed in Terminal View, paragraph 5.1.1

Only for Free Accounts, the Account View Page shows also the Cancel Account (see Section 4.5.1) link and Installation Color, as shown in Figure 16.

FIGURE 16 – FREE ACCOUNTS

Only for Accounts activated under a Promotion, the Account View Page shows also Promotion information, as shown in Figure 17.


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FIGURE 17 – ACTIVE ACCOUNT WITH PROMOTION


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4.5.1 Cancel account

FIGURE 18 –FREE ACCOUNTS - CANCELLATION

As shown in Figure 18 it is possible to cancel a Free Account upon clicking on the Cancel Account link (Figure 16) and then confirm the operation using the YES button (Figure 18).

4.5.2 Change Product (Upgrade/Downgrade)

FIGURE 19 –CHANGE PRODUCT - UPGRADE

As shown in Figure 19 a Product dropdown box allows Customers to set the appropriate Upgraded Product for an Account.

Customer could define the date in which the Upgrade has to be performed and the Upgrade becomes effective between 00.00 of the selected date and 00.30 UTC of the day after.


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Hitting the Save Button displays a confirmation page. Upon clicking Yes, the Upgrade Change Product request becomes visible on this page and a Success message is displayed.

FIGURE 20 –CHANGE PRODUCT – DOWNGRADE

As shown in Figure 20, a Product dropdown box allows Customers to set the appropriate Downgraded Product for an Account.

A Downgrade operation can be requested at any time, however it becomes effective on the start date of the next billing cycle i.e., at the end of the current calendar month.

Hitting the Save Button displays a confirmation page. Upon clicking Yes, the Downgrade Change Product request becomes visible on this page and a Success message is displayed.

4.5.3 Update Product

Only for Account in Free Status it is possible to change the product using the “Update Product” link, as in Figure 21.


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FIGURE 21 – FREE ACCOUNTS – ACCOUNT INFORMATION PAGE

Upon clicking on the “Update Product” link, the page displayed in Figure 22 will appear.


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FIGURE 22 – FREE ACCOUNTS – UPDATE PRODUCTS

The Update Product for Free Accounts becomes effective when the request is submitted, i.e. when Customers confirm the operation (click on Save and Yes button).

4.5.4 Change Expiration Date

FIGURE 23 – ON KA-SAT CHANGE EXPIRATION DATE

Accounts expire at the end of the day of their Expiration Date. Upon reaching the Expired Status, User Terminals are always forced to Unprovisioned.

If no expiration date is set for an Account, a default date based on the contractual end of service will be used. As a remark, this applies to Active Accounts only.

In order to save a new Expiration Date, Customers could check the Expire Immediately button or set a new expiration date typing it in the available textbox and click Save, as shown in Figure 23.

The OSS date format is dd/mm/yyyy.


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Hitting the Save Button triggers a confirmation page. Upon clicking Yes, the Change Expiration date request becomes visible on this page and a Success message is displayed.

In case the Account was activated with a Promotion with a committed account duration, early Expiration will be permitted, but the related warning appears as for Figure 24.

To proceed, a further confirmation is needed.

FIGURE 24 - ON KA-SAT CHANGE EXPIRATION DATE FOR ACCOUNT WITH PROMOTION

4.5.5 Change Activation Key

FIGURE 25 – ON KA-SAT CHANGE ACTIVATION KEY

This page allows Customers to modify the standard string used by the End-User/Installer during Self Activation.


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By typing the New Activation Key in the appropriate textbox, as shown in Figure 25, and hitting the Save Button, a confirmation page is displayed. Upon clicking Yes, the Change Activation Key request becomes visible on the page and a Success message is displayed.

As a remark: all identifiers are case sensitive and shall only contain letters, numbers, underscores ("_"), dashes ("-") and dots ("."). The maximum string length shall be 32 characters.


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4.5.6 Suspend/Unsuspend

This command allows Customers to set an Account to a Suspended/Unsuspended mode as in Figure 26.

FIGURE 26 - EDIT SUSPENSION PAGE


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4.5.7 UT Relocation

The UT Relocation feature simplifies the process of Account Re-Activation in case of relocation of a UT in a different location with the same SAI.

UT Relocation can be requested only for Accounts in “Active” status.

FIGURE 27 - ACCOUNT VIEW PAGE


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FIGURE 28 –ON KA-SAT UT RELOCATION

Customers may modify the Declared Location on the Account View page, by clicking on Relocation link, as shown in Figure 27. The page in Figure 28 will appear.


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FIGURE 29 – SEARCH LOCATION MODE - CITY


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FIGURE 30 - SEARCH LOCATION MODE - ZIP

Upon selecting a Country from the available dropdown box, Customers are displayed the Search Location Mode extra field.

The Search Location Modes available are:

• By City Name, as shown in Figure 29. when the Search Location Mode is set on “City”, Customers could type the city name in the textbox. If there is more than one city with the same name, it is possible to discriminate the location by the ZIP code specified in round brackets

• By ZIP Code, as shown in Figure 30. when the Search Location Mode is set on “ZIP”,

Customers could type the ZIP Code of the location in the textbox


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FIGURE 31 – RELOCATION START TIME

Customers may declare the relocation start time filling in the date and hour text boxes, as shown in Figure 31.

Within 5 minutes from the specified Start Time, the Account status is changed in “Active: Stand-by” and the UT can be relocated performing again the Self Activation. If Customers leave the date and time fields empty, the Account status is immediately changed in “Active: Stand-by”.


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FIGURE 32 – RELOCATION CONFIRMATION

Hitting the Save Button triggers a confirmation page, as shown in Figure 32.

Upon clicking Yes, the relocation will be scheduled and a success page will be displayed.

The Operation form displayed in the lower part of the page informs Customers of pending relocation related to the specific Account. In no case an Account can have more than one pending Relocation.

If Customers want to change a pending Relocation (Start time and/or New Location), it is necessary to cancel the pending operation first.


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4.5.8 Update Location

Location is only relevant for PDN and Consumer Products: NewsSpotter (Professional Video) UTs are by Product definition nomadic.

Only for Account in Free Status it is possible to change the location using the “Update Location” link, as in Figure 33.

FIGURE 33 – FREE ACCOUNT – UPDATE LOCATION

The “Update Location” process is the same of “Relocation” one (see paragraph 4.5.7).


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4.5.9 Account View – Volume Boosters

Volume Boosters are only relevant for PDN and Consumer Products under FAP mechanism.

Products without FAP or NewsSpotter (Professional Video) Products do not need the use of Volume Boosters.

Upon clinking on the Volume Booster link in the Account View, the page in Figure 34 will appear.

FIGURE 34 – ACCOUNT VIEW – VOLUME BOOSTERS

The table entries are the same described in paragraph 4.3.1.

Upon clicking on the “Assign new Volume Booster” link, the page in Figure 35 will appear.

FIGURE 35 – NEW VOLUME BOOSTER ASSIGNMENT PAGE


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5 Assurance

Customers shall click on Assurance on the left menu bar on all OSS pages to enter the Assurance Section of the OSS Web Portal. Customers are then redirected to a Terminal Summary Page, as shown in Figure 36.

5.1 Terminal Summary

FIGURE 36 –OSS WEB PORTAL – ASSURANCE TERMINAL SUMMARY PAGE

On Terminal Summary, shown in Figure 36, Customers have visibility to a list of populations and their relative Terminal and FAP information detailed as follows:

• Terminals

� Online: it shows a count of online UTs

� Offline: it shows a count of offline UTs

• FAP

� Count of UTs on which a specific FAP level is applied (1hour, 4 hour, 1 day or 1 week, 4 week)


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5.1.1 Population Overview

FIGURE 37 –OSS WEB PORTAL – ASSURANCE POPULATION OVERVIEW PAGE

By clicking on a Population on the Terminal Summary page, Customers are redirected to the Population Overview page, appearing in Figure 37, and listing Population Folders along with Terminal and FAP information. The Terminal Summary table structure applies to the data shown on this page.

On the Population Overview page Customers may select a Population Folder and be redirected to the appropriate Folder View page, as detailed in the following subparagraph. They may also hit the Ticket List Option and be redirected to the Trouble Ticket List Management page, in Figure 38, where they can assess relevant information on Trouble Tickets related to their Population.

FIGURE 38 –OSS WEB PORTAL – ASSURANCE TICKET LIST FROM POPULATION OVERVIEW


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5.1.1.1 Folder View Page

FIGURE 39 –OSS – ASSURANCE FOLDER VIEW (1)

On the Folder View Page, Customers have visibility to all Accounts in a specific Folder.

The Accounts are split up in two macro-areas:

• Online: this tab lists all the Accounts with terminal in online status

• Offline: this tab lists all the Accounts with terminal in offline status

Both Tabs list relevant Account information:

• SAI

• MAC (clickable)

• Status

• Product

• Beam

• Color

Other five tabs are available in this page and highlight the accounts that are currently limited by FAP as per Figure 40:


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FIGURE 40 – OSS – ASSURANCE FOLDER VIEW (2)


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5.1.1.2 Terminal View

FIGURE 41 –OSS – ASSURANCE TERMINAL VIEW

By clicking on a clickable MAC on the Folder View Page, Customers are redirected to the Terminal View Page, in Figure 41.

On this page they can view both Account and Terminal relevant information. The SAI is a clickable link and redirects Customers to the Fulfillment Account View page that has already been detailed in 4.5.

On this page Customers may click on:

• the Ticket List tab, redirecting to the Trouble Ticket Management List, as shown in Figure 49 and in paragraph 6

• the DHCP Leases tab, showing relevant DHCP information, detailed in the following DHCP subparagraph


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• the Graph tab, detailed in the following Graph subparagraph

• the FAP tab, detailed in the following FAP subparagraph

• the Volume Boosters tab, detailed in 4.3.1

• the Reboot link allowing Customer to remotely reboot the modem5

5.1.1.3 DHCP Leases

FIGURE 42 –ASSURANCE - DHCP LEASES TAB

Customers have visibility to a series of relevant information as shown in Figure 42.

The link “Cancel DHCP Lease” is available only if the Long Lease Method for Static IP is active.

5 This command is available only with the “KA-SAT-Assurance-Commands” permission. In order to enable specific user to remotely reboot UTs with this specific privilege, please open a ticket on OSS specifying the population name and the users to be allowed to reboot the UT


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5.1.1.4 Graph

FIGURE 43 – ASSURANCE TERMINAL GRAPH PAGE


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Customers have visibility to a series of relevant graphs to monitor their Terminal traffic:

� progress graphs on bandwidth utilization

� Uplink and Downlink S/N Ratios

� Number of active DHCP leases for CPEs connected behind the UT As a remark: this cannot be taken as an indicator of the number of CPEs connected at the same time to the terminal

Users might experience a white space that breaks the real graphics; this is due to temporary unavailability of data in the system, it does not necessarily indicate an actual traffic interruption.

The available Tabs on this page are named after the timeframe data displayed in the graph refers to:

• 12 Hours

• 2 Days

• 1 Week

• 1 Month, displaying 4-hour averaged values

• 1 Year, displaying 1-day averaged values

The Terminal Graph Page appears in Figure 43. Its built-in functions have been circled in red for clarification purposes, specifically:

• Click to Hide the FWC6 or RTC

7 information from the upper graph

• Select the Threshold to be displayed in the lower graph

Customers can also Mouse-select each Graph to adjust time interval.

6 The Forward Channel defines the traffic from the Internet to the UT.

7 The Return Channel defines the traffic from the UT to the Internet.


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5.1.1.5 FAP

FAP is only relevant for PDN and Consumer Products under FAP mechanism.

Products without FAP do not have information on this Section.

FIGURE 44 – FAP DETAILS PAGE

Customers clicking on the FAP tab on the Assurance Terminal View page, land on the FAP Details page, as per Figure 44 where they have visibility to their UT current FAP level status. Here are the fields appearing in FAP details:

• Time Slice

• Volume Threshold, expressed in MB

• Used bit rate and percentage for each FAP level

The FAP Exit Time Forecast displays the forecasted date and time when the Account will exit from the FAP status in case of no traffic performed.


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Customers on this page may also click on the FAP Pipe tab, offering a graphic representation of the information related to the FAP Details tab, appearing in Figure 45.

FIGURE 45 – FAP PIPE PAGE

Customers on this page may also click on the FAP Log tab, as in Figure 46. In this page are listed all the FAP events occurred in the last 28 days: date and time (in UTC) of entrance in a FAP window and exit from a FAP window.

FIGURE 46 – FAP LOG PAGE


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5.2 Search

FIGURE 47 –SEARCH PAGE


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The Assurance Search page in Figure 47 allows Customers to search for the Accounts in their Population(s), as stored in the OSS system, and to obtain their relevant details. In performing their search from the Assurance Section, Customers may benefit from any of the following filtering options:

• SAI • MAC • Population • Account Status • Beam • Product • Country • FAP Status • FAP 4W Usage Percentage • Terminal Status • SNR • Volume Booster Status • VoIP Enabled • Activation Date • Expiration Date

Customers may limit the number of their search results per page by selecting from one of the available options in the Number of results dropdown box before hitting the Search Button.

Upon hitting the Search Button, Customers are redirected to the Search Results Page, in Figure 10, where they have the opportunity to click on any SAI or MAC and be redirected to the Account or Terminal List Page, as shown in Figure 15 or Figure 41.

On the Search Results Page Customers may opt to export their search output data into a *.csv file by clicking on the Export to CSV link.

FIGURE 48 –SEARCH RESULTS PAGE


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6 Trouble Ticket Management

Customers may open and monitor a trouble ticket on the Skylogic OSS Web Portal in three different ways:

• By clicking on the Ticket List tab on the Terminal View page, in Figure 39, as described in Paragraph 6.1

• By selecting the Open Ticket tab on the Ticket List page, as described in 6.2

• By selecting Support Ticket Overview Open Service Ticket from the left menu bar appearing in all the OSS Web Portal pages, as described in Paragraph 6.3

Customers may also simply view trouble tickets by clicking on the Ticket List tab on the Population Overview page in Figure 37.

6.1 Ticket List per UT

FIGURE 49 –OSS WEB PORTAL – TROUBLE TICKET MANAGEMENT LIST

Customers may review Tickets per UT by clicking on the Tickets List tab as displayed in Figure 49.

Upon clicking, a Ticket List is displayed showing the following information:

• Incident Number • Status • Summary • MAC • SAI • Creation Date • Requester


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6.2 Open a Ticket per UT

FIGURE 50 –OSS WEB PORTAL – OPEN TICKET (1)

Customers may open a Ticket by clicking on the Open tab available on the Tickets page.

They are invited to answer two categorization questions (as displayed in Figure 50) that will lead to an auto-resolution suggestions page.

FIGURE 51 – OSS WEB PORTAL – AUTO-RESOLUTION SUGGESTIONS


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All auto-resolution suggestions are displayed in order of relevance by number (as displayed in Figure 51). By clicking on them the related information are made available (as displayed in Figure 52).

FIGURE 52 –OSS WEB PORTAL – EXAMPLES OF AUTO-RESOLUTION SUGGESTIONS

If the auto-resolution suggestions are not sufficient to solve the issue, it is still possible to Open the Ticket by answering NO (Open Ticket) to the bottom question “Did the suggestions help you to self-resolve your issue?” (as displayed in Figure 51).

By answering YES the system brings back the Customer to the main OSS Web Portal page.

The negative answer will lead to the Open Ticket Page, as displayed in Figure 53.


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FIGURE 53 –OSS WEB PORTAL – OPEN TICKET (2)

Customers are invited to supply the following information:

• Summary, i.e., a brief description of the Incident • Notes, i.e., further information based on the Customer’s experience and first assessment of the

Incident • MAC • SAI • Attachment, i.e., the functionality to browse and select a file to attach to the ticket

Upon clicking on the Save button, the ticket is posted on the Trouble Ticket Management System.


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6.2.1 Ticket Detail

FIGURE 54 –OSS WEB PORTAL – TROUBLE TICKET MANAGEMENT - IN PROGRESS


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FIGURE 55 –OSS WEB PORTAL – TROUBLE TICKET MANAGEMENT - RESOLVED

Upon clicking on a Ticket number on the Ticket Management List Page in Figure 49, Customers are displayed the selected Ticket Details.

A Ticket can be:

• In Progress, as per Figure 54

� Customers can view Ticket Details and Work Info and thus monitor the progress � Customers may click on the FollowUp link to create a Follow-up of the Ticket. Customers

have therefore the ability to post additional information � Customer may click on the Close link to auto-close the Incident

• Resolved, as per Figure 55

� Customers can view Ticket Details and Work Info and thus check all progress

� Customers can evaluate if the offered solution is acceptable. Specifically they have the

ability to: � Accept the Solution � Re-assign the Ticket

� If no response is posted by the Customer to a Resolved Ticket within 72 hours from the Status change, the Ticket will be automatically Closed

• Closed


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6.3 Open Service Ticket

In the left menu bar on every page of the OSS Web Portal, Customers can find a clickable link to access the Ticket Overview interface.

6.3.1 Ticket Overview

FIGURE 56 –OSS WEB PORTAL – TROUBLE TICKET MANAGEMENT - OVERVIEW

After clicking on the Ticket Overview Link on the left menu bar of the OSS Web Portal, Customers are displayed a Ticket Overview Page, where they can choose the desired Company from a dropdown box, as shown in Figure 56.

FIGURE 57 –OSS TROUBLE TICKET MANAGEMENT- LIST BY POPULATION

Upon selecting a Company, a List of Tickets by Population is displayed and Customers are listed the appropriate Ticket information, such as:

• Incident Number • Status


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• Summary • MAC • SAI • Creation Date • Requester

On this page, Customers retain their ability to switch Company, without having to go back to the previous page.

Upon selecting the Incident from the List in Figure 57, Customers may Access the same functionalities detailed in Paragraph 6.2.


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6.3.1.1 Ticket Search

FIGURE 58 - OSS TROUBLE TICKET MANAGEMENT- TICKET SEARCH

Customers may click on Ticket Search and have the ability to filter their search by any of the parameters appearing in Figure 58:

• Company • Ticket Number • MAC • SAI • Status • Summary • Notes • From Date


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• To Date • Service • Requester


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7 Support

7.1 FAQ

Frequently asked Questions are available by selecting FAQ from the Support left menu bar appearing in all the OSS Web Portal pages.

FIGURE 59 – TO ACCESS FAQ PAGE

The FAQ Page will include different Sections, based on Customer’s subscribed Services and is constantly updated to reflect the most recent Releases.

As displayed in Figure 60, the Sections for KA-SAT are:

• Generic • Tooway on KA-SAT (including Consumer, PDN, and NewsSpotter)


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FIGURE 60 – EXAMPLE OF FAQ PAGE

7.2 Technical Notes

Technical Notes are available by selecting Technical Notes from the Support left menu bar appearing in all the OSS Web Portal pages.

Each technical note describes a problem or feature that is beyond the scope of the basic documentation.

The Technical Notes supplied reflect requests for information from Customers, as well as specialized information from developers and technicians.

7.3 Customer Satisfaction

Customer Satisfaction is available by selecting Overall Satisfaction from the Support left menu bar appearing in all the OSS Web Portal pages.

Customers are invited to provide their Satisfaction level on the overall support provided by Skylogic as per Figure 61.


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Customers can access this page and change the rate whenever they want.

FIGURE 61 – CUSTOMER SATISFACTION


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8 OSS Releases

OSS version releases are issued using a triplet of integers: MAJOR.MINOR.BUILD. Each version is meant to improve a prior release, namely bug fixes, enhancements and new features. The purpose of this version labeling is to track the type of change that has occurred between releases. The three types of releases are:

• BUILD - minor improvements including bug fixes, enhancements and new minor features. Revision releases are scheduled every two months or unscheduled for critical fixes. BUILD releases should not modify service specification.

• MINOR - an evolutionary incremental improvement that includes all PATCH release improvements and new features allowing to extend service specification.

• MAJOR - a revolutionary change accommodating sweeping architecture, approach, and implementation changes – or – large change in service specification.

OSS Minor and Major Releases will be synchronized with Service Releases planned with 4-month calendar periods. For example, S.R 1.1 is expected at OSD + 4 months (end of September/beginning of October 2011) and will include, among the other, the availability of Volume Booster Option (for Customers requesting its activation) and Change Location feature.


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9 Glossary

Term Definition Notes

Account Accounts are the entities identifying the configuration of service provided to an End-User

An account can have following status: Free, Active, Active Stand-by,Active Suspended, Expired and Blocked. Accounts are defined by their identifier (SAI), their ActivationKey, their associated Product, the geographical location, and their Population ID.

Account Creation

Procedure to create new Accounts. Accounts can be created by several means:

• manually, by an authenticated remote user, on OSS Web Portal

• in automated way, through Customer software interfacing with Skylogic using Web Services

Account Expiration

Procedure to expire an Active account. When an account has an Expired status, UTs are always forced to Unprovisioned state.

If the Account does not have a set Expiration Date, a default date based on contractual end of service is used. Accounts expire at the end of their corresponding Expiration Date. Acceptable expiration dates are always set as the last day of a month.

Activation Key Alphanumeric string used during Self Activation process to enable the service for a specific Account.

It can be modified during the life-cycle of an account; this is the ID the End-User shall use during Self Activation. For the generation of SAIs and Activation Code, Customers may use personal naming/numbering identifier, or the useful tools provided by Skylogic on the OSS Web Portal. Identifiers must be unique (i.e., multiple accounts identified by the same SAI are not allowed). Moreover, SAI and Activation Code can have the same identifier. All identifiers are case sensitive and shall only contain letters, numbers, underscores ("_"), dashes ("-") and dots ("."). Their maximum length shall be 32 characters.

Active (Account)

An Account has an Active Status at the end of the Self-Activation process.

ActiveStand-by (Account)

An Account is in Active: stand-by Status when the UT is unprovisioned, as a result of a request for change location. End –User is unable to navigate until the successful next Self Activation. The Account remains billable.

Assurance (OSS)

OSS features that include activities to ensure that services are continuously available with regard to the agreed SLA (Service Level Agreement) and QoS (Quality of Service) performance levels.

Blocked (Account)

An Account is in Blocked Status when the RF performances are so poor to impair the service quality or when the End-User Trial is not correct. The Account remains billable.


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Beam

Spot beams allow satellites to transmit different data signals using the same frequency. Because satellites have a limited number of frequencies to use, the ability to re-use a frequency for different geographical locations (without different data interfering with each other at the receiver) allows for more local channels to be carried, since the same frequency can be used in several regions.

Coverage (KA-SAT)

Footprint that is covered by all KA-SAT beams.

Contact Person, or working team, requesting to be contacted by Skylogic NOC for Incident and Event Management purposes.

Contact can be one person or a team. Only one email message per contact is allowed

CPE Customer Premises Equipment, i.e., the End-User device (typically, a PC, or notebook) connected to the User Terminal.

Customer

Customer is an administrative entity related to a Skylogic/Eutelsat customer. One or more Populations can be associated to the same Customer.

End-User Any person using a User Terminal.

Expired (Account)

An Expired account is an account that has exceeded its expiration date. For these types of Account the service is no longer accessible.

If the Account does not have a set Expiration Date, a default date based on contractual end of service will be used.

FAP Fair Access Policy

Free (Account) A newly created Account. Account not yet used for the provisioning of any Terminal.

See Account Creation

Forward Link (Channel)

The transmission link from the GW to UT. In other words, it is the transmission link from the Teleport to User Terminals.

Fulfillment (OSS)

All OSS features supporting standard provisioning service requests, such as, Account Creation, Management and Expiration.

IDU Indoor Unit

KA-SAT Eutelsat satellite in KA band at 9° E

Location (Account)

The Geographical location of an Account defined by:

• Country

• City

KA-SAT Services make beam vs location controls to enforce correct location information

MAC Address This is a unique identifier assigned to each User Terminal by the manufacturer.

A MAC address uniquely identifies a User Terminal.

NOC Network Operations Center


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ODU Outdoor Unit Antenna and Transceiver providing access to the satellite interface

Online (Terminal)

A UT is online when it is connected to the satellite network.

Offline (Terminal)

A UT is offline when it is not connected to the satellite network.

OSS Operational Support System

OSS-User A person with access to the OSS.

Population

Entity with operative attributes only, related to a Customer, that defines a group of Accounts with the following characteristics:

• all Accounts refer to the same Customer,

• all Accounts can be provisioned with a specific set of homogeneous Products.

Replaces the term Company used on pre KA-SAT OSS

Product It is used to identify a specific set of technical/operational parameters that uniquely identify distinctive features and performances of a specific service.

Provisioned (User Terminal)

Attribute that identifies a UT after a successful account Activation.

Relocation (UT)

When the End-User needs to relocate the User Terminal to a different location:

• End-Users are guided through each step of Account Relocation with clear instructions and explanations on how to proceed

• The OSS allows to relocate a User Terminal only where contractually possible for the associated Account

• Relocation under a different Beam is impossible without prior notice to Skylogic

It will be available starting from S.R. 1.1

Return Link (Channel)

It is the transmission link from a UT to the satellite GW

SAI Satellite Account Identifier

A SAI is a string generated by a Customer composed of up to 32 chars*. An extended SAI identifies the User Account. <32 chars*>@<company ID> * case sensitive letters, numbers, underscores ("_"), dashes ("-") and dots (".") only.

Satellite Network

A satellite Network is composed of a Forward Link Channel and one or many Return Link Channels over a specific KA-SAT Beam.


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Self Activation

The Self Activation procedure allows to activate an Account on an Unprovisioned Terminal; If the Self Activation Procedure is performed for the first time, the Account will change its status from “free” to “active”. The Self Activation is a web-based procedure, guiding End-Users/Installers in:

• assessing the quality of installation

• verifying satellite network synchronization

• proceeding with the actual Service activation Self activation can also be used to re-activate an Account after an Account Relocation.

This process main goal is to “bind” the MAC address of the User Terminal to a given account: 1 Terminal ↔1 Account The association MAC-SAI is granted through the Activation Key.

STW Sliding Time Window

SurfBeam 2

Access Domain on KA-SAT is based on Viasat® SurfBeam 2 technology, which is a modified version of the WiMax protocol adapted by Viasat Inc to the satellite physical link; it adopts the most recent technology for modulation on Forward channel, i.e. DVBS2, and channel access method, i.e. MF-TDMA (Multi Frequency-TDMA).

Suspended (Account)

Any Account in Temporary Suspension. A suspended Account reverted to its nominal status is known as Unsuspended.

Temporary Suspension Option

This Option allows Customers to intentionally apply and release a temporary service suspension to specific End-Users accessing Standard services.

The activation of this feature does not suspend accounting and billing of suspended Accounts.

Tooway on KA-SAT

Tooway service over the KA-SAT coverage. Branded as Tooway and B2B Services.

Unprovisioned (Terminal)

User Terminals not associated to any Account or User Terminals during Relocation; in other words, UTs for which the Self-Activation process has not been initiated yet.

Unsuspended (Account)

An Account not currently on Temporary Suspension.

User Terminal Or UT

User Terminals are the ViaSat SurfBeam® (pre KA-SAT Service) and Surfbeam 2® (KA-SAT Service) Satellite Modems, connected to the satellite dish. Terminals will differ according to the application with which they are associated:

• Basic Terminal for Consumer and B2B Services

• Advanced Terminal for B2B Services

UTs can be associated to two main statuses: Provisioned and Unprovisioned.

VoIP Transport Option

It provides Customers with the ability to make voice calls via the infrastructure.

Volume Equivalent

Traffic volume resulting from the aggregation of Traffic Volume on the Forward Link and the Return Link.

Forward Link =Vup Return Link =Vdown

Volume Booster

Volume Boosters offer Customers the opportunity to occasionally assign a pre-defined quota of extra volume traffic (e.g., 1 GByte of aggregated traffic) at nominal speed to their End Users.


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Web Portal (OSS)

OSS Web Portal is the web interface to access the Skylogic OSS through user authentication ; For Customers it has two main functionalities: Assurance and Fulfillment.

Web Services (OSS)

Set of APIs (Application Programming Interface), based on SOAP and XML-RPC functions, available through https authentication.

Web Services allow Customers to query the Skylogic database to obtain detailed information on the status of particular End-User service and equipment. Through Web Services Customers can also provision the Accounts by accessing the provisioning system directly, in order to automate the overall provisioning process. This will give Customers the possibility to integrate their subscriber management system with the Skylogic infrastructure.

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