eCare User Guide V1.1 - optus.com.au

Optus eCare User Guide

Version: 1.1 Page: 2 Date: 9/3/2006

Copyright

© Copyright Optus Administration Pty Ltd 2005. All rights reserved.

Prepared by Optus Business for the eCare Reporting Platform

101 Miller Street

NORTH SYDNEY NSW 2060

Trademarks and service marks

‘Yes’ and Optus are trademarks of Singtel Optus Pty Ltd

Microsoft Windows and Internet Explorer are trademarks of Microsoft Corporation.

Other Company, product and Service names may be trademarks or service marks of others.

Disclaimer

This user guide has been compiled with due care by Singtel Optus, and is subject to change without notice. SingtelOptus has used its best endeavors to ensure that the material contained in this guide is correct and current at the time ofpublication but takes no responsibility for any error, omission or defect therein.

The statements, configurations, technical data and recommendations in this document are believed to be accurate andreliable, but are presented without express or implied warranty. Users must take full responsibility for their applications ofany products specified in this document.

The pictures in this document are representative only. Customers may configure the system(s) to their ownrequirements. The system displays and the function available are dependent on the service and packages purchasedfrom Optus. Thus not all the features and functions shown within this user guide may be available.

Version Control

Version Date Amendment1.0 3/1/2006 eCare – QoS Development1.1 9/3/2006



Table of Contents

1. Welcome to Optus eCare..........................................................................................................4

1.1. Customer Benefits............................................................................................................4

2. How eCare Works ....................................................................................................................5

3. Using the eCare Portal..............................................................................................................6

3.1. Logging In ........................................................................................................................6

4. Standard eCare Reports ...........................................................................................................7

4.1. Home Page and Bulletin Board.........................................................................................7

4.2. Service Management Tab.................................................................................................8

4.3. Traffic Stats Tab.............................................................................................................10

5. Advanced Reports ..................................................................................................................12

5.1. OPI Remote Access Services.........................................................................................13

5.2. OPI Broadband Managed Router Service (OPI BB MRS)................................................18

5.3. DSL MRS Tab (OPI BB MRS Advanced Reporting) ........................................................19

5.4. OPI Direct with Quality of Service (QoS).........................................................................28

5.5. OPI MRS Reporting........................................................................................................34

5.6. OPI Secure Roam/Office Reporting ................................................................................38

5.7. OPI Firewall ...................................................................................................................39

6. Feature Overview ...................................................................................................................40

7. Support Services and SLAs ....................................................................................................41

8. eCare FAQs ...........................................................................................................................42



1. Welcome to Optus eCare

Optus eCare is a secure Web-based reporting portal available 24x7. It delivers a range of reportsthat deliver traffic and statistical information relating to the Optus Private IP (OPI) solutionsprovided to your organisation.

eCare has been designed to offer our customers access to information from a single source on allof their Optus Private IP services.

The portal has these primary functions:

i) It provides a secure log in to authenticate the customer and then delivers specificinformation based on that users’ profile.

ii) The eCare portal provides the following services:

• Bulletin Board

• Service Management

• Traffic Statistic Reporting via Multi-Router Traffic Grapher(1) – (MRTG)

• Remote Access Services Reporting and Administration (1)

• Managed Router Service Reporting (1)

• QoS Reporting on OPI Direct (1) (Frame Relay and ATM Only)

iii) It also provides our customers with a means of logging and tracking their fault calls

(1) Where customers have purchased the service

1.1. Customer Benefits

The benefits of a single portal for all of your reporting needs are:

• Single log on to reduce complexity and time spent managing information

• Timely information on OPI networks from a single source

• Accurate performance information and allowance for future planning

• Service management improvements through logging and tracking of fault calls throughthe portal



2. How eCare Works

The Optus eCare portal is implemented with Secure Sockets Layer (SSL 128 bit) to provide securecommunications via the Internet.

eCare collects traffic, availability and usage data (1) about your services from our network baseddata collectors and makes it available to you in the form of on-line reports or data downloads.

The reports displayed in eCare are stored for various lengths of time depending on the report, seetable below, allowing you to compare current usage against historical trends.

Report Type Graph display rate Report Lifetime

Real-time 15 Min. Average 1 Day

Hourly 1 Hour Average 1 Month

Daily 1 Day Average 1 Year

Monthly 1 Month Average 18 Months

Yearly Yearly Average 18 Months

Table 1: Report Matrix

(1) Where customers have purchased the applicable services



3. Using the eCare Portal

The following functionality is available to any Optus Private IP customer from the eCare portal andis accessed through selecting various tabs on the Home Page. The tabs available to eachcustomer are dependent on the services they have purchased.

This section is designed to provide an understanding of the navigation through the portal and whatreports are available.

3.1. Logging In

The following URL is used to access the eCare portal.

https:/www9.optusbusiness.com.au/eCare (Note the capital ‘C’ in eCare)

Figure 1: eCare Login Screen

The user name and password sets are provided via the OPI Hand over pack. If you have forgottenyour user name or passwords please contact your sales team.

When a customer logs onto the eCare portal their services are displayed via tabs along the top ofthe screen.

To log in to eCare.

1. Type your username in the User name field.

2. Type your Password in the Password field.

3. Click login. (Note Usernames and Passwords are case sensitive.)



4. Standard eCare Reports

Once you have logged in, the eCare Home page is displayed, as shown below.

All OPI customers have access to the eCare reporting portal and are given the following reports aspart of the basic service.

4.1. Home Page and Bulletin Board

When a customer is successfully logged in the portal the entry screen consists of a bulletin boardas well as the navigation tabs as displayed below.

Figure 2: Home Page

The eCare portal is navigated by clicking on the Tabs at the top of the screen.

This screen also has a basic help function that explains the navigation through the portal.

Navigation Tabs

Options Bar

Message Board



Figure 3: Online Help – Table of Contents

4.2. Service Management Tab

The service management tab allows customers to view all of the trouble tickets specific to acustomer and log a fault ticket.

Figure 4: Service Management Tab, Service Call List

The Service Call list shows all of the trouble tickets raised for all of the services undermanagement.

Customers can drill down into the trouble ticket to view further details of the service call, by clickingon the Fault ‘ID’ number.

Service Mgmt Tab

High-level Fault detailsDrill into more detail



Figure 5: Viewing a Service Call

The Service management tab also allows customers to log a fault by clicking on the ‘New ServiceCall’ Button.

Figure 6: Logging a Service Call

The customer enters:

• A description of the fault in a ‘free text’ box.

• The Category of the service call from a drop down box, ranging from Fault, Request forChange, Enquiry or Feedback

• The severity of the call, ranging from No Impact, Severity 5 to Interruption Severity 1

• What service is affected from the drop down list of all their sites

• What configuration item is affected from the drop down list of all of their circuits

• The customer then can enter any information about the fault, including their contact details ifthey are not the normal contact listed in SMART.

The customer can then submit the service call.

Please note: The Service Calls (Restricted) button is not used.

New Service Call



4.3. Traffic Stats Tab

This tab shows a list off all customer circuits provided by Optus.

Selection of any listed circuit provides a static report of the traffic rates to and from that circuit overa daily, weekly, monthly and yearly basis. The traffic rates are collected from our Provider Edge(PE) routers.

The circuits are grouped by State, with site addresses and circuit ID’s.

Figure 7: Listing of all Sites for the Optus Executive Briefing Centres

Drilling into the details of a site produces a traffic report with the site details along the top, whatOptus PE router the site is connected to and the OPI IP Port speed allocated to that circuit.

Click through for moredetails on the circuit

Traffic Stats Tab



Figure 8: Traffic Report for the EBC in 101 Miller Street

The reports show the traffic flow starting when the report was generated on the left hand side,backwards in time to the right. The Red line signifies the start of the reporting cycle.

These reports are generated approximately every 20 minutes.

Please note:

• For OPI DSL services provided by external network vendors, there are no traffic statisticsavailable except for the OPI Managed Router Service DSL Advanced reports. (See Section5.5)

• Currently, there is no reporting available for Ethernet Services.

Port Size

Traffic details starting atnow and going

backwards

Average In – traffic fromcustomer to Provider

Edge router

Average Out – Traffic tocustomer from Provider

Edge router



5. Advanced Reports

As well as the basic reports if a customer has purchased a value added OPI service; the followingtabs will be provided.

• Remote Access Services, User Administration and Accounting

• OPI Broadband - Managed Router Service, Availability and Advanced Reporting Portal

• OPI (FR/ATM) Direct with Quality of Service (QoS), QoS Reporting Portal

• OPI Managed Router Service, Performance Summary, Event Reports, Device Reports andNetwork Status

• OPI Secure Roam, User Administration, Accounting and Software

• OPI Firewall, SvcLogs (Service Logs)

Note: Not all customers will receive all of the tabs, as they are dependant on the productpurchased. Below is a list of all of the value added services and a description of the tabs that arerelevant to that product.



5.1. OPI Remote Access Services

Any Optus customer who already has an OPI Direct service can purchase the OPI Remote AccessService (RAS).

When a customer purchases OPI RAS they will receive the following tabs.

5.1.1. User Administration

This tab allows the Customer’s administrator to log in to create, change and terminate their dial inusers.

Figure 9: User Administration – Home Page

This section of the eCare portal has separate passwords and usernames to protect againstunauthorised changes to remote user access services, rather than being part of the eCare SingleSign on service.

The realm, user name and password sets are provided via the OPI RAS Hand over pack. If youhave forgotten your realm, user name or passwords please contact your sales team.

Figure 10: User Administration – Browse Screen

List of Users, options todelete or edit users,including password

changes

Click ‘New’ to add new users

Click ‘Browse’ to view users



Click on Browse to get a list of all users who have remote access privileges. You can select eitherto delete individual users or edit their details. (Change password etc.)

User details are displayed as:• User Realm (Set to default, provided by Optus)• User Name (You can use your own naming conventions)• User Password (You can use your own password conventions)• User WebAuth (Authority level 1 is default, level 2 is administrator)• Failure Count (Shows the number of failed attempts to connect or disconnect)• Failure Start (Shows the number of failed attempts to connect)• Failure Stop (Shows the number of failed attempts to disconnect)

Figure 11: User Administration – New User Creation

Clicking on ‘New’, (via the Browse screen), allows a system administrator to set up a new user, italso automatically sets the realm and user authentication level. (Level 1 for normal access andLevel 2 for administrator access.)

Figure 12: User Administration – User Query

The ‘Query’ screen allows you to search through your users to quickly find a particular entry.

Click ‘Query to search for users

Enter any details to search.(Boolean searches are allowed)



Figure 13: User Administration – Fixed IP Addresses

If you have set up fixed IP addresses as part of the service this screen will show the details.

5.1.2. Accounting

A customer who has the OPI RAS product will also have the Accounting tab visible with theirportal. The accounting tab allows a customer to generate reports for the following statistics.

• Current month sorted by Time

• Current month sorted by User

• Last 7 Days sorted by Time

• Last 7 Days sorted by User

• Previous Month sorted by Time

• Previous Month sorted by User

• Summary Current Month sorted by User

• Summary Previous Month sorted by User

It is important to note that the reports are only generated when a session is terminated, thesereports do not show open sessions.

Figure 14: RAS Accounting Tab

Click ‘Plus’ sign to access reports



To access reports for a customer, click on the ‘Plus’ sign next to the OPI RAS SN Reports header.Then drill into the customer specific realm.

Figure 15: RAS Report options

When you want to run a report, select the report you want to run and the report will appear at thebottom of the screen. This report will show a status, Scheduled, Processing or Success.

When the status shows Success you can then open the report by clicking on the link underSchedule time. The report will then open in a separate window.

Figure 16: Sample RAS Full report for last 7 days

5.1.3. Column definitions on the report

• CCA Location (On some reports) is the location of the DSL modem that is using the RASservice as a dial back up service. (CCA stands for Compatible Communications Architecture.)

• Dialled Number (On some reports) is the number that was dialled by a remote user

• User Name is the Point to Point Protocol (PPP) User Name

RealmList of reports

List of completed reports

List of report formats



• Input Bytes is the number of bytes inbound to the user

• Output Bytes is the number of bytes outbound from the user

• Session Time (Secs) is the length of the session in seconds

• Termination cause is the cause for session termination

• Start time is the start time of the session

• Stop time is the time the session finished

The report may also show the termination cause as a port error. Depending on when the erroroccurs it could mean a misconfigured device or authentication failure or if the session has initiatedit could mean that there was too much ‘noise’ on the line.



5.2. OPI Broadband Managed Router Service (OPI BB MRS)

OPI BB MRS provides customers with either:

• Basic reporting, which includes the standard eCare reports and an additional Availability tab.

• Advanced Reporting, which includes the standard eCare reports, the availability tab andaccess to the DSL Portal.

It should be noted that only Optus owned networks receive information on the OPI DSL circuitunder the Traffic statistics tab. Traffic information from other providers cannot be provided underthe Traffic Statistics tab.

5.2.1. Availability Tab

The availability tab provides customers with a dashboard style view of their entire networkincluding an aggregated network availability dial.

Figure 17: Availability Tab

The availability tab is broken into two sections.

The section on the right shows the aggregated availability of the network and the section on the leftshows the availability of each router under management.

The aggregated network availability is determined by our ability to ‘ping’ the remote device, if thedevice is busy then the information may be reported as unavailable.

A user can choose how often the network is checked for availability, longer times will reduce theamount of network traffic being used for reporting purposes.

There are three settings a managed router will show:

• Green for available,

Availability TabNetwork availability

Device Availability



• Red for unavailable and;

• White for provisioned but not activated (unset).

Any router that is showing as red will rise to the top of the device availability section, and anydevice that is not active will be shown on the bottom of the list.

5.3. DSL MRS Tab (OPI BB MRS Advanced Reporting)

When advanced management is purchased, the ‘DSL tab’ is also provisioned onto the customers’portal. When this tab is clicked, another window opens providing access to the advanced reportingportal.

The reporting portal offers our customers a very detailed description of the performance andavailability of each of the individual devices within their network. It also provides a summary view ofthe network and a Top 10 Report.

The actual reports provided for each router are:

• Availability report showing the physical availability of the router

• CPU Utilisation

• Memory utilisation

• Packet Loss to Head Office (Note the Head Office router in a Broadband network is anominated DSL service acting as the Head Office, usually Head office services are F/R orATM services.)

• Round Trip time to Head Office

• Link Utilisation showing the traffic flow in both directions from the routers WAN interface

Reports are generated as per the following table.

Report Type Graph display rate OPI BB MRS report Lifetime

Real-time 15 min. average 1 day

Hourly 1 hour average 1 month

Daily 1 day average 1 year

Monthly1 month average 18 months

Table 2: OPI BB MRS Report type and Lifetimes

As well as detailed reports for each router, there are also summary reports for each state as wellas the entire network. An average of each of the above report metrics are measured as well as aTop 10 report on CPU Utilisation, Links and Memory.

To view the reports, click on the Plus sign next to the description.



Figure 18: Sample OPI BB MRS Real-Time Report

Figure 19: Sample of CPE Availability Report

Site and time selectionsclick on ‘Plus’ sign to

expand choices

Report selections

Report format



Figure 20: Sample of CPU Utilisation Report

Figure 21: Sample of Memory Utilisation Report



Figure 22: Sample of Packet Loss to Head Office Report

Figure 23: Sample of RTT to Head Office Report



Figure 24: Sample of CPE Access Link Report

Figure 25: Sample of Packet Loss Summary Report



Figure 26: Sample of RTT Summary Report

Figure 27: Sample of Availability Summary Report



Figure 28: Sample of CPU Usage Summary Report

Figure 29: Sample of Memory Usage Summary Report



Figure 30: Sample of Top 10 CPU Usage Report

Figure 31: Sample of Top 10 Link Report



Figure 32: Sample of Top 10 Memory Report



5.4. OPI Direct with Quality of Service (QoS)

The QoS solutions currently provided by Optus are only available for OPI over Frame Relay orATM Access services. The Customer specific QoS reporting provides reports as per the followingtable. We currently don’t provide QoS reports over our Ethernet or Managed Router offerings.

Report Type Description Near RealTimeReporting

Historical

OPI Core Reports

Jitter Jitter reports across the Optus Core Networkbased on Class of Service.

Yes Hourly, Daily, Monthly

Site Specific Reports

End to End Performance Shows RTT performance including reachabilityand Mean response times based on each Class ofService between each site in the network


Link Traffic Shows traffic on the link based on Availability,VCC Performance and Traffic (Kbytes) for eachQoS type


QoS Interface Traffic Provides traffic a report on traffic in and out ofreach Interface for each Quality of Service


Group Reports

ATM Links Overview Shows Top 10 Link Utilisation across the network No Daily,Monthly

Class Map Overview Shows Top 10 Packets dropped and Top 10Packets remarked per link and QoS type

No Daily,Monthly

RTT PerformanceOverview

Top 10 Response Time and Top 10 Timeouts forthe entire network

No Daily, Monthly

RTT PerformanceSummary

Shows RTT and Availability on an end to endbasis per QoS type from the Head Office

No Daily, Monthly

Table 3: Report Matrix for OPI QoS Reporting

Reporting is based on the following QoS types and reports are available based on Real-time(Every 15 minutes), Hourly, Daily or Monthly.

• Gold–Real time: (Type of Service (ToS) Bit 5) Customers traditionally use this for Voice, Videoand Citrix based applications.

• Gold-Non Real time: (ToS Bit 4) Customers traditionally use this for business criticalapplications.

• Silver: (ToS Bit 3) Default for OPI Customers

• Bronze: (ToS Bit 1)



The reports are displayed and kept as for the following table.

Report Type Graph Display Rate QoS Report Lifetime

Real-time 15 min. average 1 day

Hourly 1 hour average 1 month

Daily 1 day average 1 year

Monthly 1 month average 18 months

Table 4: QoS Report type and Lifetimes

5.4.1. QoS Reports

Access to the QoS reports is via the InDepth Tab on the eCare navigation bar.

Figure 33: Navigation Bar

Click on ‘QoS Reports – Current’ and a new window will open providing access to the QoS reports.

‘InDepth’ TabNew QoS Reports

Old QoS Reports (If Applicable)



Figure 34: QoS Entry Screen

The Optus QoS reporting entry screen has been designed to allow our customers to view theirQoS enabled and non-QoS enabled sites through a single web page. Alongside all of the separatereports headings are links to enable the reports to be minimised or maximised according to theusers’ preference.

Figure 35: Portal Navigation

The major sections of this entry page are:

• Navigation Tool Bar, allows a user to choose between standard and analysis reportsfor:

o QoS reports,

• Standard report shows a list of all QoS enabled sites and the traffic for allclasses of service delivered to that site it is also available in graphicalformat

Report SelectionDate Selection

Site Selection

Link Overview

User Settable ThresholdsSelection

Output (XML, Text, Excel) Selection

Minimise/Maximiseportlet choice



• Analysis report, shows the QoS change trends, Top 10 remarkedservices and Top 10 Dropped services

o Link Reports

• Standard report shows the availability of the link, the traffic to that serviceand the number of errors on the link.

• Analysis report, shows the trend of traffic over the link, the bottom 10daily availability reports and the Top 10 Link Utilisation reports

o Site latency Reports

• Standard report shows the Site latency report and Path detail report• Analysis report shows the changes in Site Latency, the Top 10

Response Times and the Top 10 Timeout reports.

o Core Reports

• Standard report shows the core based Jitter and core delay reports• Analysis reports show the Top 10 Response Times, Top 10 Timeouts

and Core change reports based on Class of service.

o Home Page returns you back to the eCare portal.

• The standard reports show what has actually happened in the time frame selected andthe analysis reports show the trends over time.

• QoS Time Navigator allows a user to choose a report view based on a specific date orbased on hourly, daily, weekly or monthly timeframe.

• QoS Site Navigator allows a user to select information based on a specific site.

• Report Screen, shows information based on the sites selected in the QoS SiteNavigator. (Default is all sites)

o A user can sort this information based on Boolean commands, for example youcan sort all sites that have greater than 82.5 Kbps traffic or less than 0.1. (>82.5or >.1) To cancel the sort use the backspace command in the user selectabletext box.

Figure 36: Sample of User Threshold Setting

o The user can also select to produce a graphical report based on the individualitem in the report by clicking on a list item within the report screen.

o To change the time period select from the drop down lists and hit enter in thedate field to refresh the graphs. The reports are also available in PDF, Text,Excel or XML formats.

Sample Selection

Click on an Item toget detailed reports



Figure 37: Sample of Class Report

Within the QoS reporting page there is also a comprehensive help screen; access it by clicking onHelp in the top right hand corner of the screen.

Figure 38: Help Icon

The help screen opens in a new window and allows the user to search through the Index to getdetailed assistance with the QoS reporting.

Choice of View

Time Period

Back to previousreport

Date Field

Help Icon



Figure 39: Sample of Help Screen

Search Buttons



5.5. OPI MRS Reporting

When a customer purchases OPI MRS, they will receive the following report tabs on the eCareNavigation screen. (At this time, OPI MRS does not have QoS reporting available, due April 06)

5.5.1. Network Status Topology Map

Network Status Topology, which provides an overall view of the ‘health’ of the entire network byaggregating the network reports for availability and error rates.

Figure 40: Sample Network Topology Report

By clicking on the individual elements, either in the topology map or the nodes underneath moredetailed information is available for each managed router and interface.



Figure 41: Sample Router Health Report

Figure 42: Sample Interface Heath Report

5.5.2. Network Performance Reports

The Network Performance report provides an aggregation of the overall availability andperformance (RTT) of the network with the option to drill down into each network element.



Figure 43: Sample Network Performance Summary Report

5.5.3. Device Reports

The MRS Device Reports provides statistical performance reports of all the managed customerrouters. It allows a customer to get detailed statistical information on how the router is performing.

Figure 44: Sample Device Summary Report

5.5.4. Event Reports

Event Reports show an overview of network events and trends by node, trends and Severity; thisenables our customers to perform network troubleshooting.



Figure 45: Sample Network Events Report

5.5.5. Availability Reports

The OPI MRS Availability reports show in near real time the status of the MRS Device. This is thesame traffic light based reporting as the OPI BB MRS report.

Figure 46: Sample Availability Report



5.6. OPI Secure Roam/Office Reporting

The Secure Roam reporting services are very similar to the OPI RAS reports. When purchased bya customer they receive the Accounting and User Administration tabs.

Figure 47: Sample Secure Roam Report



5.7. OPI Firewall

OPI Firewall provides a customer with Traffic Stats (MRTG) reporting on the Internet Accesscomponent and the Firewall Logs under the SvcLogs tab.

The firewall logs report on all packets that were dropped or violated the rule set. The logs areprovided on a monthly basis.

Figure 48: Sample of OPI Firewall log report



6. Feature Overview

Feature Description

Availability eCare is a bit effort service

Access A user name and password pair is issued to our customers ITadministration staff when the services are provisioned.

Access to eCare is via the web browser as described below:

https:/www9.optusbusiness.com.au/eCare(Note the capital ‘C’ in eCare)

- Internet Explorer 6.0 SP1 and SP2, with the following versions ofJava Plug-in:

· Microsoft Virtual Machine: 3810· Sun Java Plug-in: version 1.4.2_07

- Netscape 7.2 for Windows with Sun Java Plug-in version1.4.2_07

Mandated Services Our customers need to have at least one OPI service to receiveeCare

Provisioning eCare is provisioned as part of the OPI service delivery and isautomatically delivered to customers

Note: Due to the number of customers affected there is nocustomisation of reports for individual customers.

Platforms eCare delivers portal views from both HP Openview and Infovistadepending on the services chosen

Network Monitoring eCare provides network and fault monitoring as part of the deliveryof the service

Customer Support Via the IP Helpdesk – 1300 300332 or via the eCare customerportal for online logging of faults.

Table 5: Feature Overview



7. Support Services and SLAs

7.1.1. Fault Resolution

Optus provides 24x7 operational monitoring, maintenance, fault diagnosis and resolution HelpDesk, via the dedicated and specialised IP Operational Team.

7.1.2. Help Desk & Fault Reporting

For any eCare issues call the support desk on 1300 300 332 Option 1

7.1.3. Scheduled Maintenance

From time to time Optus may conduct preventative or corrective maintenance that may affect theoperations of eCare. Where Optus intends to carry out such maintenance, Optus will consult withthe Customer as to the timing and seek Customer’s assistance in relation to the scheduling of thatmaintenance.

Optus will endeavour to schedule such maintenance between the hours of midnight and 7am.Scheduled maintenance must not exceed a total of six hours in any month.

When scheduled maintenance is necessary, Optus will provide customers with at least one week’snotice.

7.1.4. Product Service Level Targets

Currently, there are no Service Level Targets on eCare.

7.1.5. Change Management

For any eCare change requests call your Account Executive or alternatively call the IP supportdesk on 1300 300 332 Option 1.



8. eCare FAQs

What is eCare?

eCare is the reporting portal for all of the Optus Private IP products. It is designed to providenetwork and fault management information for our Customer base.

Why doesn’t the screen refresh?

eCare needs to be manually refreshed (F5 key in Windows Explorer) to show current informationor updates.

Who do I call if eCare is not working properly?

The IP Service desk will log any eCare Faults on 1300 300 332 Option 1.

Who do I call if eCare is not provisioned properly?

eCare is provisioned as part of the OPI service delivery. Call your Account Executive to resolveany issues.

Where do I find my login and password details?

Your login and password is provided as part of the Hand over pack with your OPI Service, if thisinformation is not provided please contact your Account Executive.

Where are my extended DSL Services reported?

Due to extended DSL services not being part of our network we can’t provide MRTG basedreporting on them.

The only exception to this is if a customer has OPI BB MRS Advanced reporting we publishinformation from the CE router to provide link utilisation and RTT reporting.

The reports aren’t working properly, what do I do?

If this is a fault, log a normal fault call with the IP Services desk. If it doesn’t seem to beprovisioned correctly, then contact your account executive.

I can’t log in, even with the correct username/password pairs. What do I do?

Please contact your account executive.

What is the Timeout window for eCare?

eCare will logout any users who are inactive for 30 minutes or more.

My dial services aren’t showing in eCare, why not?

If a customer has a permanent connection then the dial services will not show any information onusage until the call has been terminated.

Where is my Ethernet Reporting?

eCare does not currently support Ethernet based reporting.

eCare User Guide V1.1 - optus.com.au

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