MANAGED

INNOVATION IN NETWORK INTELLIGENCE WWW.POLYSTAR.COM

SERVICES

POLYSTAR MANAGED SERVICES

MANAGED SERVICES OVERVIEW

Polystar Managed Services provide a flexible range of enhanced service options that helps you meet key goals, such as cost reduction and service reliability.

With the operation and maintenance aspects handled proactively by our Services, your resources are freed allowing you to focus on your core business.

END-TO-END SUPPORT

MaximizeSYSTEM AVAILABILITY

Data Reliability

Business Reduce OPERATIONAL COSTS

IncreaseSYSTEM UPTIME

MonitoringSYSTEM

Increase EFFICIENCY & PRODUCTIVITY

NetworkINSIGHT

OptimizeSYSTEM HEALTH

Data AccuracyData Completeness

MANAGED SERVICES REPORTING AND INTERNAL DASHBOARD

Additional services are available on request, including:

» 24x7 critical response service » 365D/Y manual supervision » Off business hours services inc. upgrades » Testing and validation of new features » User administration and account modification » Product training » Major configuration changes » Customisation to meet business needs

Polystar Managed Services is an extension to our standard Support Service. It can be tailored to ensure you get the very best from your Polystar products. Our experienced Managed Services team provides proactive support and maintenance, to optimise operational performance.

It offers many operational and business benefits, including:

Polystar Managed Services span the entire journey, from initial assessment of your infrastructure to ensure a smooth transition to a managed services model, all the way through to monitoring and managing the health of your system on a continual basis.

Our services allow you maximise system availability, enhance reliability, reduce operational costs, and provide a rich and complete data set that offers deep insight into the performance of your infrastructure. They ensure optimal system health, uptime and availability, continually measured against defined KPIs.

Polystar Managed Services deliverables include:

OPTIMISED PERFORMANCEWe also perform remote system upgrades and solution patches, when required, during non-busy maintenance windows to minimise system downtime. The combination of this with regular system audits help to analyse and define system improvements (for example, to plan for next software release upgrade, suggest configuration changes, or hardware additions) in order to ensure that the monitoring environment can be extended and scaled to meet your growth requirements.

Polystar Managed Services cover all solutions purchased from Polystar, including proprietary or HP hardware.

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Managed Services reports are automatically generated on a regular basis (weekly, daily, or according to your needs) and sent via email to your inbox.

These include all information that you need to know regarding your

monitoring system, including:

Maximising system availability

Optimising system health, uptime and availability

Increasing data completeness and reliability

Unlocking greater insight into network performance

Boosting productivity

Reducing operational costs

Daily supervision of traffic

Real-time monitoring of software and hardware status

Setup and handling of system-specific alarms

Minor configuration changes (service requests)

Customer communication and reporting (through Customer Access Portal or agreed channels)

Ticket Management (proactive creation on behalf of customer, resolution, problem management)

System and service audits

POLYSTAR SERVICES

Polystar Managed Services Dashboard is an integral component for the provision of our Managed Services. The dashboard is created by our Managed Services team and is tailored to the specific setup of your monitoring system.

The dashboard is used internally (unless otherwise agreed), and presents important KPIs including traffic volume, server health, protocol error state count, uptime, memory information, buffers, and so on.

In addition to the dashboard, another key feature is alarm integration. Specific thresholds are created as alarms and, if a threshold is met, the dashboard sends an email to our Customer Access Portal and creates a ticket, allowing us to proactively register and work on the issues.

In addition, alarms are stored, giving an historical view that allows us to maintain accurate knowledge about the health of the system. In combination with trends captured in the dashboard, this provides a valuable predictive view of system health to enable future planning.

Polystar Managed Services ensure that your infrastructure runs effectively at all times, delivering the service uptime and availability you need to optimise the performance of your infrastructure. It allows you to focus on running your business, while reducing system operating costs, and boosting productivity. Most importantly, you retain complete visibility and control over your system.

Issues identified, registered, reported or resolved

Disruption times

Issues pending resolution

Issue classification (service request,maintenance ticket, enhancement request)

Priorities

Expected resolution / delivery date

Business Care Standard (8x5)

Business Care Premium 24x7 (add-on)

Managed Service Standard

Managed Service Premium (add-on)

» Basic System Support Services

Fault and enquiry management

Access to latest SW releases for licensed functionality

Access to Polystar Customer Access Portal (CAP)

Proprietary hardware - exchange service

HP hardware – exchange service

Installation of patch releases and major releases during Regional Business Hours (RBH)

» Incident management (Acknowledgement, Restore and Resolution)

Incident management for priorities Critical, High, Normal and Low during RBH

Incident management for priority Critical on 24x7 basis. (Benefit: Maximum system availability)

Emergency hot-line number with 24x7 access. (Benefit: Direct communication to Polystar Support for critical issues outside RBH)

Emergency hot-line number connects directly to the engineer on duty who will also act on the critical issue. (Benefit: Direct access to an experienced pool of on-call engineers » minimum lead-time)

Work on finding a solution to critical issues continues after business hours end until the solution is found. (Benefit: Shortest possible resolution time on critical issues; weekends or nights will not delay the resolution)

365 day annual coverage. (Benefit: Critical errors taking place during weekends and holidays are addressed. Major public holidays generate typically traffic peaks and system load that do not occur on normal weekdays)

» Proactive system maintenance

Daily system health-check of key hardware metrics including, but not limited t,o hard disk capacity, memory utilisation, CPU utilisation and process availability

Daily monitoring of system uptime and availability

Identification of system outage

Create tickets to vendor ticketing system upon the request of the Customer

Proactive and reactive completion corrective maintenance

Reacting to system alarms

» Proactive checking of data integrity/traffic completeness

Daily monitoring of the traffic flow from capture layer to visualisation or 3rd party external feeds

Daily checks and alarm integration of global data availability and collection into the system

Identification of substantial changes in traffic input loads to the probes (primarily negative trends)

Identification of incidents that have caused a disruption in data completeness or integrity

Proactive actions to allow for service restoration with minimal impact to users

» Other

Polystar will perform periodic system capacity audits and analysis

Minor Change Requests and defined scope can be performed as part of the Managed Services instead of having a new project with separate quotation

The service is performed during Regional Business Hours (RBH)

» Premium proactive services

Scheduled system maintenance windows that take place outside the RBH

Service Requests outside the RBH (maintenance windows)

Up to two maintenance windows (outside RBH) per month, maximum 8 hours each

Polystar SW Upgrade will be performed outside RBH

Upgrade preparation during RBH

RBH = Regional Business Hours

Service Portfolio Overview

SUPPORT & MAINTENANCE SERVICES MANAGED SERVICES

Polystar enables Communications Service Providers to achieve excellence in CEM, Big Data Analytics, Service Assurance, Network Monitoring and High Performance Testing. We help CSPs to simplify their CEM strategies and drive operational efficiency through real-time network analytics. Polystar’s real-time Network, Service and Customer analytics uncover a goldmine of data, which yields indispensible analytics to CSPs.

Polystar is recognised as one of the fastest-growing companies in Sweden.

Since Polystar’s foundation in Stockholm in 1983, we have experienced continuous and sustainable growth, and evolved to a global presence, serving our customers in over 50 countries.

Get in touch:

marketing@polystar.com www.polystar.com

INNOVATION IN NETWORK INTELLIGENCE WWW.POLYSTAR.COM