Professional services
Openserve offers network management and support as well as product consulting expertise
Managed, monitored and maintained
Openserve provides professional services that includes field services performed by highly skilled technicians, as well as support services which include those made possible by our state-of-the-art network operation centre (NOC).
Openserve’s highly skilled, certified professionals assist with:
Strategies
Planning
Build / installation
Operations
Design
Support
Our professional services
Field services
Openserve provides technicians as a service (TaaS), offering valuable technical support using state-of-the-art technology and highly trained experts.
Openserve’s field services are augmented by original equipment manufacturers and service providers in all major and minor centres.
Whether it is for planning, installation, maintenance or repair of services; our technicians are seamlessly dispatched to customers via the latest dispatch technology.
Benefits
- Pre-paid and post-paid professional services options.
- Service level agreement on performance.
- Delivery and pick-up of equipment.
- Installation of equipment and activation.
- Prep centre client CPE new and spares storage, pre-configuration, setup and dispatch.
- Network audits and due diligence exercises.
Service responsibilities
- Openserve provides field service support for the swap out and configuration, where applicable, of the following licenced operator’s routers, access points, switches, faxes and IP phones. Swop out is subject to a suitable alternative being available on site prior to dispatch.
- An Openserve technician will, through the aid of the licenced operator’s call centre, ensure that the required CPE is swapped out and configured appropriately.
- In the event that the Openserve technician is unable to resolve this incident through the required licenced operator’s call centre intervention, the incident will be handed back to the licenced operator for specialised technician resolution identification.
- Notwithstanding that Openserve may not be able to resolve the incident as aforementioned, Openserve shall be entitled to charge the appropriate fee.
- Openserve will dispatch the relevant skilled technician in all instances. Openserve reserves the right to dispatch a senior technician in the event a priority ticket is logged requiring same day dispatch.
- Dispatch of the technician level will be at Openserve’s discretion based on the priority logged by the licenced operator.
NOC as a service (NOCaaS)
Our state-of-the-art network operations centre (NOC) is developed from best in world-class practices and centres.
Benefit from the latest technologies
Our network is monitored by a state-of-the-art network operations centre (NOC) that:
- Was developed from the best in world class practices and centres.
- Employs the latest available technologies.
- Houses a high level of technical skills & support.
- Provides full fault detection capability, for better and quicker assurance.
Openserve manages the network that we sell to our large enterprises and mobile network operators while also providing proactive assurance based on the agreement in place with these clients.
Our competitive advantage
- Leverage on established relationships and partnerships with key vendors, such as: Huawei, Nokia, CISCO, HP, Bytes Technology Group, Infinera, Hughes, Broadsoft and Saab Grintek.
- Openserve have an active portal developed to service over 400 different VPN customers on a multi-tenanted platform.
- Superior contract management.
- Comprehensive network management systems and support.
- Single service aggregator - negates the challenges associated with multiple vendor and OLA environments.
- 24/7 network surveillance centre.
- Central control - Onsite duty management.
- Local high-level support experts.
Manage more than 100 000 managed network elements:
- Transmission systems
- Broadband
- Metro
- MPLS
- Security
- Voice
Major incident management centre (MIMC) “crisis room”
- Where all major network failures are managed and resolved.
- ORCO – overall restoration coordination office for the undersea cable (SAT3, SAFE, EASSy, WASC) restoration.
Centralised countrywide dispatch
- Deployment of the correctly skilled technician using systems called WFM.
- Dispatch management (field force, skills, geo proximity).
- Resource management (tools, transport, etc.)
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