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8/14/2019 First European1

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2008 Tata Communications, Ltd. All Rights Reserved

Case Study
http://newsx.com/files/images/TATA%20LOGO.jpg


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Introduction Tata Communications

Companys Strength & Policies

Client Description

Problem Statement

Available Solutions

Conclusion & Suggestions

Agenda

Agenda


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Tata Communications is a leading global provider of a new world of communications.With a leadership position in emerging markets, Tata Communications leverages itsadvanced solutions capabilities and domain expertise across its global and pan-Indianetwork to deliver managed solutions to multi-national enterprises, service providers andIndian consumers.

The Tata Global Network includes one of the most advanced and largest submarinecable networks, a Tier-1 IP network, with connectivity to more than 200 countries across400 Pops, and nearly 1 million square feet of data center and collocation spaceworldwide.

Tata Communications' depth and breadth of reach in emerging markets includesleadership in Indian enterprise data services, leadership in global international voice, and

strategic investments in operators in South Africa (Neotel), Sri Lanka (TataCommunications Lanka Limited), Nepal (United Telecom Limited), and subject toapproval by the Chinese government, China (China Enterprise Communications)

About Tata Communications


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Service DeliveryService Delivery

Service Assurance andService Assurance and

SupportSupport

Customer SalesCustomer

Service

Operations

CustomerCorporate

HelpdeskOperations

Account

Manager

Service

Management

Project

Manager

Program

Manager

Basic Process


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Service Delivery and Support Workflow

Overview of Teams

Sales Ownership

CS Ownership

Sales

ProgramManagement

Traffic

ManagementNOC / SOC

Customer

Service DeliveryService Delivery

Product/Commercial

Manager

Billing

SalesEngineering

Access, Feasibility

Enterprise Call Centre

Service Operations Center

Network Operations

Center

Service AssuranceService Assurance

Service Management

Ops Ownership


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SizeDesign DeliverMain-tain

SupportCommi-

ssion

Pre- Contract Post Contract One Time On Going

Post Contract Stage - On Going Activities:

Major Activities from TATA Communications along with the customer

* 24* 7 Support Team

* Network Monitoring and Management

- Traffic Analysis

- Capacity Planning

- Network Performance- Managing Planned and Unplanned Outages.

* Change Management

* Periodic Reviews

Customer Support Activities


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Strength:

It is One of the Top 10 Ranking industry in Telecommunication.

Annual Turnover is approx more than 2000 crores. It is the only company having 10 submarine cables.

Number of Customers more than 7000+ & Total number of circuits is 15000+

Types of Services Provided:

ILL

VPN

NPLC,IPLC,TDM,VCIPLC

VOIP

Web Hosting & Collocation Etc.

All services are both Managed & Un-managed.

Policies: Transparency

Trust

Effective & efficient Solution

Assured Services

Customer Satisfaction

Strength & Policies


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Client Description

Client History

It is US based IT Industry, dealing with software design & development ClientHaving 1 VPN circuits of Bandwidth 2 MBPS.Also Having 1 STDILL Circuit of 1 MBPSBoth these circuits are at the same location.Total Revenue is 33+lakh

Client Overall Feedback about TATA

Customer is very much satisfied with services & support provided by TCL.Circuit monitoring, Quick support in any issues, timely RCA & RFO provided byteam is also highly appreciated by customerPrior notification for any planned event(Maintainance,Upgradation,serviceImprovement Activities) is also appreciated.


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Present Connectivity

Customer is having VPN and STDILL links at Goa .

Customer has following setup with which he accesses his ERP application

1.Goa -----> Tata MPLS -----> Pune ----->other MPLS-- US(ERP server).

2.Goa------> Tata Internet Cloud---- US(ERP server).

On internet link he used to browse some applications. He kept this link as redundant so

that if VPN goes down he can connect US end server through ILL.


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TCL

Router1

TCL

Router2

Verna MAN ringVerna

MC4L

Panaji

MC16Panaji-Verna STM4

ring First European

DS3 45 mbps

to Mumbai

DS3 45 mbps

to Mumbai

STDILL

2048kbps

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VPN

STDILL

Panaji MC4L

VPN

2048kbps

Backbone to Mumbai

Existing setup-First European


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Problem Statement

Both these link are connected to the same ring.

Both these links are on the same PE.

If ring collapses his both circuits will be down at the same time.

Customer had asked for redundancy while putting the order and he is demanding for the

same. Getting very slow response from Sales to resolve the same. Since last six months.No one is providing the solutions as it was the major challenge.

Customer was very disappointed with the service and support as he was faced 4 majoroutages in two months.

Customer was not supporting for any activity or audit.


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Redundancy in Local loop

Presently both these circuits are connected in same ring .In order to provide theredundancy in local loop, we can spilt one ring into two and shifted one of the circuit

in another new ring. Chances of ring collapsing occur only when there is dual fibercut or there is power issue in customer nodes. In case if one ring collapes,one link willget down and other will remain working.

Redundancy at PE Router:Presently both these links are connected at Panaji Pop on same router .In order to

provide a redundancy at router level, We can shift one of the link to another PE routeravailable at Panaji Pop.In this case if any issue persist in one of the router, One link will get down and theother link will not affect.

Solutions


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TCL

Router1

TCL

Router2

Proposed Setup- Redundancy in Local loop

and PE router

Verna MAN ring

Verna

MC4L

Panaji

MC16Panaji-Verna STM4

ring

First European1

DS3 45 mbps

to Mumbai

DS3 45 mbps

to Mumbai

STDILL

2048kbps

First European 2

VPN

STDILL

Panaji MC4L

VPN

2048kbps

Backbone to Mumbai

BSO

Verna MAN ring

Commercial will not

involved


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Also with respect to changing the last mile, other BSO available in this area is TTML.Forchanging the same some commercial will involved .

TTML last mile will be on copper & copper related issues can seriously affect the performance

of the link. Also TTML copper team is not providing support during night times.

Moreover changing last mile will provide a different route till Panaji Pop only, further on from

Panaji the backbone is on BIL media & if there is dual fiber cut in any BIL rings then whole

goa will be isolated.

P d S t R d d i


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TCL

Router1

TCL

Router2

Proposed Setup- Redundancy inLocal loop with other BSO

Panaji

MC16

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DS3 45 mbps

to Mumbai

DS3 45 mbps

to Mumbai

STDILL

2048kbps

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VPN

STDILL

Panaji MC4L

VPN

2048kbps

Backbone to Mumbai

BSO

BSO

Commercial

involved

TTML

VBL MAN


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Conclusion and Suggestion

We are able to provide the redundancy in dual local loop and PE router We had achieved the solution to this challenge.

Customer is happy and satisfied with the service and solutions provided to him.

Also we have retained customer to terminate the service and opt for other ISP.In additionhe has booked a new order of SILL worth 1.4 Lakh

To avoid customers dissatisfaction, we have to understand customer concern and take it

seriously keeping in mind his business loss no matter it may be of less priority case. There

should be a proper analysis of problem and timely update to the customer with possible

solution.Transperency should be maintain whether we can provide the solution or not.

Assurance and timely response to customer is the key factor to successful servicemanagement.

First European1

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