Back Office Operations

Back Office Operations – VSAT Process

Document Name: Back office Operations – VSAT Process

Document ID: PR-BO-VS

Prepared by: Rajesh V V & Arati A K

Reviewed by: Sumantra Sen

Approved by Rajen Padukone & A M Thimmiya

Intended Recipient(s): Back Office Personnel, Field Staff, LC Personnel

Document Objective: To outline the process of VSAT installation for Learning Centers to provide students an interactive distance learning solution using VSAT technology.

Instructions:

Please detach the document from your mail, save it and print out a copy for ready reference Upon receipt of future revisions/updates, please ignore the earlier versions Please do not change the contents of the document. Please email MUL Back Office for any

suggestions or proposals

Process Owner: Signature

Raghavendra Bhat/ Rajesh V V

Manipal Universal LearningManipal Towers14, Airport Road

Bangalore - 560008

DisclaimerThis document is for the exclusive use of MUL. Any use of this document other than the intended use shall be deemed illegal. In case you have accidental access to this document please inform the team mentioned above and shred this document.

VSAT Process Version 1.0

Revision History

Version Release Date Prepared by Comments

1.0. 29/05/2006 Arati / Rajesh VV New release

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VSAT Process Version 1.0

Table of Contents

1. Abbreviations.............................................................................................................................. 4

2. Flow Chart................................................................................................................................... 5

3. Application & Installation process............................................................................................6

4. Equipment Operating Specifications.........................................................................................7

5. VSAT Helpdesk........................................................................................................................... 8

6. Maintenance Support Provided by Vendor............................................................................10

7. Payouts to Vendor..................................................................................................................... 10

8. Use of VSAT.............................................................................................................................. 10

9. Tracking the use of VSAT by Learning Centers....................................................................11

10. Ownership issues in the event a center is declared shut....................................................11

11. Exception............................................................................................................................... 11

12. Annexure................................................................................................................................. 12

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VSAT Process Version 1.0

1. Abbreviations

MUL Manipal Universal LearningLC Learning CenterHD HelpdeskPC Personal ComputerUPS Uninterrupted Power SupplyLAN Local Area NetworkAMC Annual Maintenance Contract

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VSAT Process Version 1.0

2. Flow Chart

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VSAT Process Version 1.0

3. Application & Installation process MUL will provide every Learning Center (LC) with a VSAT to provide students with an

interactive distance learning facility The Territory Manager will inspect the site on the aspects given below and furnish a Center

Inspection Form (Annexure 8) providing details of the inspection carried out On completion of the inspection if the center meets the necessary specification an Agreement

will be signed with MU which will delineate all the terms and conditions with regards to the VSAT installation, commissioning, operations and ownership issues in the event of the agreement is revoked. (Annexure 1)

In case of any road permit (Sales Tax requirement) required for transportation of the VSAT equipment to the site, the TM/ VSAT Manager will inform the LC to procure the same and send it to the VSAT Manager. Please refer Annexure 11 for details regarding road permits

The LC will have to fulfill the following prerequisites to obtain approval for installation of the VSAT

o Availability of suitable space on the roof top/Ground for antenna installation. A minimum flat surface area of 12’ x 12’ should be available to install the antenna.

o Clear look angle towards satellite (no obstruction of trees, buildings, high-tension electrical wires, etc. in the look angle towards the satellite).

o Proper / safe access (staircase / lift / iron ladder with proper railings) to the rooftop / terrace for lifting the antenna, etc. and also to undertake maintenance activities at a later date.

o Distance between antenna and Indoor equipment should not be more than 90 feet.o Land lord permission for installing the VSAT on the rooftop / terrace is available.o Stable uninterrupted power supply to indoor equipment: A UPS (minimum

requirement will be 1kva for BIT equipments) having three nos. of 5 amp sockets which will be within 2’distance from the indoor equipment of BIT. (Earth to neutral voltage should be less than 2 V).

o Earth pit for earthing antenna (copper plate earthing is essential) (earthing resistance should be less than 3 ohms).

o Availability of Electrician During installation for earthing and conducting of IFL cable

o Availability of a dust free, air-conditioned room for housing the indoor equipment of the BIT.

o Availability of PC with LAN card for testingo Availability of Telephone with STD near BIT indoor equipment during installationo Availability of Temporary power points near antenna during installation

On receiving the payment and completion of the Site Readiness inspection the TM will send a VSAT Requisition Form (Annexure 9) to the VSAT Manager for installation of VSAT in the site

The Vendor Engineer will survey the site to ensure all the above prerequisites are met A site readiness form (Annexure 2) will be updated based on their observations during the

survey This has to be approved by the VSAT Manager and subsequently the VSAT Manager will

raise a purchase order which will be approved by the CFO

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VSAT Process Version 1.0 In case required site readiness prerequisites are not met the LC will be given a deadline to

meet the specified requirements failing which the LC agreement will be revoked The turnaround time for installation of the VSAT will be 21 days after the receipt of Road

Permit and site readiness form (for procurement of new equipment) After the installation of VSAT the vendor will install the Train- Net software following

which the VSAT will be commissioned. At least 2 persons from the LC will be trained on the Train- net software. Names of the

persons will be provided to the VSAT Manager. After completion of the installation the vendor will prepare an Installation certificate

(Annexure 3) which will be retained by the vendor and a copy will be sent to MUL. These certificates should be made readily available by the vendor as and when required by MUL

4. Equipment Operating SpecificationsThe operating specification of the equipment is as given below Indoor Equipment

o Operation Voltage: 150 – 240 V AC regulated power, through Online UPSo Operating temperature up to 45 degrees centigradeo Relative humidity: up to 90% non condensingo Environment: Dust free, AC environment preferableo E-N voltage: Less than 2V, power supply to the equipment to be provided with

dedicated earth pit. Outdoor Equipment

o Operating temperature: up to 50 degrees centigradeo Relative humidity: up to 98%

Operating conditions that need to be taken care ofo Ensure that the indoor equipment operates a regulated UPSo Ensure that the indoor equipment operates in a cool and dust free environmento Ensure that the power supply is earthedo Ensure that the VSAT equipment is earthed to a dedicated earth pito Ensure the earth pits are properly maintained on a weekly basiso Ensure that the earth-neutral voltage is less than 2V.

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VSAT Process Version 1.0

5. VSAT Helpdesk In case the LC is facing any technical issues with the VSAT they will contact the Manipal

Studio Helpdesk at Manipal via email or telephone (details of which are given below) and log a complaint.

Email ID – manipalstudio@manipalu.com Telephone # – 0820 2571907 The HD will log the complaint and open a ticket and provide the ticket number to the

LC and determine nature of the issue as per the table given below. The format of the log sheet in given in Annexure 6

A email giving details of the issue will also be sent to the VSAT Manager and Manager - Quality Assurance of MUL by the HD

The deadline to resolve the issues will be based on the nature of the issue as given below:

Nature of issues ResponsibilityResolution Time

‘A’ Class Cities* Other Cities

Software issues MUL Studio/ VSAT hub 3 hours 3 hoursSite related issues Vendor 4 hours 12 hours

* ‘A’ class cities include Bangalore, New Delhi, Chennai, Mumbai, Kolkata and Hyderabad

The helpdesk personnel will follow-up on the status of the complaint as per the deadlines to ensure the issue has been resolved and close the ticket

In case the vendor fails to resolve the issue within the stipulate deadline, the helpdesk will escalate the issue to the MUL VSAT Manager who will follow-up with the vendor to resolve the issue

If the issue still remains unresolved by the vendor the VSAT Manager will escalate the issue to the Head of IT.

The above resolution time for each issue is subject to increase in case of weekends and holidays

The Helpdesk services is presently available from 9 am to 6 pm from Monday to Saturday

Please refer the flow chart below illustrating the above mentioned process

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VSAT Process Version 1.0

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VSAT Process Version 1.0

6. Maintenance Support Provided by Vendor The vendor will be responsible to carry out all the routine maintenance of the sites as per the

agreement After undertaking maintenance work the vendor prepares the Service Call Sheet (Annexure 4) which will comprise of details pertaining to the date, nature of call, observation of engineer, customer remarks, confirmation from center if case is chargeable.

When the LC logs complaints with the helpdesk, the vendor will also be responsible to take the necessary measures to resolve the issue within the stipulated time as defined in the process in Section 5 of this document

MUL will sign the AMC (Annexure 5) with the vendor and pay the necessary charges for the same

The vendor shall define the issues that are applicable under the AMC and issues that will be chargeable.

Certificates of all the preventive maintenance work that have been carried out with the acknowledgement of the LC coordinator shall be maintained by the vendor and submitted to MU as and when required

7. Payouts to Vendor Maintenance Cost

o The maintenance cost will be as follows: The equipment will be under warranty for a year from the date of

commissioning Subsequently MU will sign an AMC with the vendor and decide the amount

payable which may change from time to time. This amount will be paid my MUL

An annual recurring charge towards bandwidth (Satellite & terrestrial) is also payable by MUL.

8. Use of VSAT Please refer Annexure 7 for the VSAT User guide that gives detailed instructions on the use

of the VSAT facility Multiplexing: Multiplexing is a feature that allows an LC to access multiple studios

conducting VSAT lectures from a single desktop. The process for the same is outlined in Annexure 12 given below

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VSAT Process Version 1.0

9. Tracking the use of VSAT by Learning Centers The Academics team will be provided usage reports on a monthly basis so as to understand

the usage of VSAT by each LC. In case the LC has technical difficulties with accessing the VSAT, the LC Head or an

authorized center personnel will report the same to the VSAT helpdesk as per the process outlined in Section 3

The vendor will generate a report that would give an account of the number of hours each learning center has used the VSAT on a daily basis

A report on the VSAT usage will be sent to the Academics team and Business Head every fortnight to track the use of the VSAT by the LCs

Lest the LC has technical issues with the VSAT, the Territory Manager will report the issue to the Helpdesk and the issue will be resolved as per the process defined in Section 3 of this document

10. Ownership issues in the event a center is declared shut In case of termination of contract with any Learning Center the possession of the VSAT

equipment will be transferred to MUL as per the signed agreement MU also has the right to relocate/ shift the VSAT to any other LC in the event the agreement

is terminated. After the termination of the agreement Manipal U will issue a Shifting Letter (Annexure 10)

to the vendor requesting for shifting of the VSAT equipment. In case the LC denies possessing the equipment or return of equipment, the Senior

Management will take necessary action

11. Exception LCs in the following categories are not required to install VSAT. As and when the policy is

changed they will be included in the other appropriate category.o AHS Centers.o Hotel Mgmt Centers.o Alliance Centers.

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VSAT Process Version 1.0

12. Annexure

Number Description Document Format/ Sample

Annexure 1 Agreement

Annexure 2 Site Readiness Form

Annexure 3 Installation Certificate

Annexure 4 Service Call Sheet

Annexure 5 Annual Maintenance Contract Only Hard Copy Available

Annexure 6 VSAT Helpdesk Log

Annexure 7 VSAT User Manual

Annexure 8 Center Inspection Form

Annexure 9 VSAT Requisition Form

Annexure 10 Sample Shifting Letter

Annexure 11 Road Permit details

Annexure 12 Multiplexing Guidelines

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