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2008 Tata Communications, Ltd. All Rights Reserved
Case Study
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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
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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
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.
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2008 Tata Communications, Ltd. All Rights Reserved
THANKYOU
Prepared by : Praful Bhagat
Supported by : Naresh Sakhardande