OpenSource Support for telco eVASIrek Nowak – CEO @ProIDS
About Me
Irek Nowak
10 years experience in AT&T and Lucent Technologies Then 8 years in Nokia, heading regional support
team for external 3rd party-based complex solutions CEO @ ProIDS
More:
https://www.linkedin.com/in/ireneusznowak
New beginning of Telco support
I saw a film yesterday…
www.pro-ids.com 4
New beginning of Telco support
And tried to communicatewith every country theylanded…
Separatelly
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Polish title: „New beginning”
Isn’t it something like having to support complex Open source systems?
Current OpenSource support situation
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Replace
this
with
Convenience, Mobility & Savings
this
Prod1, Vendor 1
Prod2, Vendor 2
SLA2
SLA1
Prod3, Vendor 3
SLA3
Prod4, Vendor 4
SLA4
Most SLAs – Best effort
Separate contracts and conditions for contributing
Many different support channels and interactions
OpenSource Support for Operators
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• Best-effort mostly
• Or expensive, when bought one by one
Lack of telco-gradeSLA
Every Vendor cares for own productonly
No E2E Support
Even when 2 issues above solved – stilla lot of pain for the operatorLack of SLA
Uniformity
We help to address common communication providers’ challenges in Support
Choose E2E Solution Support
Uniform SLA
Choose SLA you want
Differences covered the Support Partner
One Support Partner responsible for the wholesupport handling
One Partner responsiblefor contacting & contracting Open Sources
Solutions
eVAS Support Model
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Customer
End
-to
-En
d S
up
po
rt
3rd Parties (TQ, TR, EME)
Open LB Data Base OS Services…
Local Customer SupportTickets initiationOn-site support
Emergency Call Center
Call-out rota 24x7HW Support
TQ/TR Flow EME Flow
Main Support Team- TQ / TR- 3rd party management
Software bug fixingSoftware validation
Non ProductionEnv Support 24x7 Emergency
Remote Rota
Tier 2
Tier 1
Solution Support
SW Support
Tier 3
3rd parties
Tier 3OSS Middleware
Development EnvSupport
Support Partner advantages
Support Partner provides holistic support for heterogeneous, open-source solutions in end-to-end mode, giving our Customers many advantages:
End-to-end solutions’ support & responsibility
Single point of contact = efficiency – one party knows the whole solution
Telco-grade SLA for Open Source-based solutions: Composing a cost-efficient Telco system consisting of multiple
open source components is NOW possible
3rd party SW validationwww.pro-ids.com 9
Support SLA
10
Emergency 24x7
Technical Query
Trouble
Resolution
8x5
Major / P1
Medium / P2
Minor / P3
Priority Actions
initial response
TTR
initial response
workaround
final correction
initial response
workaround
final correction
initial response
workaround
final correction
Request
confirmation
Answer
Telco Gold
15 min
4 hrs
1 hr
3 wd
4 weeks
1 hr
1 week
2 months
8 hrs
n/a
4 months
4 hrs
3 wd
OpenSource
Progress Update
every hour
None
1 hr
None
None
1 day
None
None
None
None
None
None
None
Applications / Services Validation
Service Validation is a separate service which can bring value to the Customer; It
validates the services developed by 3rd parties
The output is the service developed according to agreed standards, independent
of who is the developer (the same quality measures, tools, metrics, KPIs and SCE)
Then Support Partner can take-over the service to the support, being one single
support vendor for the whole system (Solution Support)
Service Validation consists of two separate phases:
Code Validation – checking the quality of the code (tools)Service Performance Validation – automatic load and stress tests
Each phase concludes with the report indicating KPIs met/breached and
Improvement areas
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Applications / Services Validation
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ServiceDesign
Service Development
Service Build
Service Testing
Service Deployment
Developers
Service
Lifecycle
Project
Production
Deployment &
Integration test
Service Build
Automatic Service Testing
DesignDevelo
p-ment
BuildUnit
testingAutomatic
Developer Test
DesignDevelo
p-ment
BuildUnit
testingAutomatic
Developer Test
DesignDevelo
p-ment
BuildUnit
testingAutomatic
Developer Test
Service Deployment
(lab)
Integration testing(lab)
Service Deployment(production)
Code QualityPerformance
ValidationService
Validation
Operator / 3rd party
Partner Validation Center
ProIDS Sp. z o.o.ul. Tagore 1/74
02-647 Warszawa, PolskaPhone: +48-22-299-1476
www.pro-ids.com
01.04.2016 14
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