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Establishing excellence in technical support through comprehensive quality parameters and streamlined service delivery processes. This framework defines the critical metrics and operational standards that drive superior customer satisfaction and service reliability.
Mean Time to Acknowledgement represents the cornerstone of customer trust. **Within 10 minutes**, service requests must be assigned to dedicated engineers who provide immediate acknowledgement, setting the foundation for resolution success.
Mean Time to Investigate demands systematic problem identification **within 30 minutes**. This includes First Level Troubleshooting alignment, adherence to troubleshooting procedures, and comprehensive log capture for thorough analysis.
First Update to Customer must occur **within 30 minutes of SR creation**. Engineers share genuine updates only after clear ownership assignment, using appropriate communication templates and sharing meaningful troubleshooting observations.
Our multi-tiered support structure ensures comprehensive coverage from initial customer contact through final resolution. Each level provides specialized expertise while maintaining seamless handoffs and continuous communication with customers throughout the service lifecycle. The visual representation demonstrates our comprehensive approach to service request management, showcasing the interconnected relationships between different operational levels, specialized desks, and support functions that work together to deliver exceptional customer service experiences.
Three-tiered escalation desk (Level 1, 2, 3) with time-bound resolution commitments. Provides proactive and reactive ETR/ETA updates, ensures end-to-end escalation resolution based on customer satisfaction, and facilitates customer call participation when required.
Advanced technical support for complex service issues escalated from L1/L2 teams. Manages TAC case logging with OEMs and vendors for hardware/software issues, provides comprehensive RMA support, and coordinates with Network NOC and field teams for faster resolution.
Comprehensive customer impact analysis for network change requests. Manages customer communication for planned events, arranges necessary approvals, handles emergency events, ensures timely activity closure, and maintains accurate inventory updates post-implementation.
Systematic analysis of repeat customer faults with RCA/RCF planning for fault reduction. Coordinates closely with FO/BO/Field teams for SIP action closure, publishes management trackers on repeat incidents, and develops action findings for continuous improvement.
Regular publication of daily, weekly, and monthly performance reports covering utilization, packet loss, latency, jitter, and high losses. Conducts governance reviews to identify gaps and implement systematic fixes for operational excellence.
Critical Operational Assumptions
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The highest leadership role, responsible for overall MSOC strategy and performance.
Leads for **Front Office, Back Office, Quality & Automation, PMO & Governance**, overseeing specific departments and setting departmental targets.
Teams responsible for **Service Operations, Call Closure Desk, Escalation, L3/TAC, Training, Process Engineering**, providing targeted expertise.
Day-to-day functional units: **Managed/Unmanaged Services, Field Support, QA, Change Management, Performance Management**, executing core MSOC tasks.
The foundational resources: **SRs managed through integrated NOC, Field Operations, and OEM partnerships**.
This organizational structure ensures comprehensive coverage across all service delivery aspects while maintaining clear accountability and efficient escalation paths for optimal customer service delivery.
Customer initiates contact via **IVR** for intermittent connectivity flaps. L0 performs immediate on-call **FLT** with network alarm verification and comprehensive log collection request.
L1 conducts initial troubleshooting with no immediate flapping observed, escalating to **L2** for advanced analysis. L2 investigation reveals need for specialized **L3/TAC** intervention.
L3/TAC performs network-level troubleshooting with port resets and **CRC** counter analysis. **NOC** engagement includes physical layer investigation and port configuration optimization.
**TAC** case opening with **OEM** for hardware log analysis. Field engineer deployment coordinates with **FSE** for card replacement during scheduled maintenance window.
Service restoration confirmation through customer validation. Complete documentation includes **RFO** with root cause analysis and preventive recommendations for similar issues.
This workflow exemplifies our commitment to resolving the most challenging technical issues through systematic escalation, expert collaboration, and unwavering focus on customer satisfaction throughout complex troubleshooting processes.