Support, Maintenance and Upgrades

Contractor Coordination

The broadband utility operator shall coordinate with contractors and suppliers to ensure the proper management and delivery of services. This includes:

  1. Contractor Management

    • The operator shall manage relationships with contractors and suppliers to ensure that they meet their contractual obligations and deliver services in accordance with SLAs.

    • The operator shall work with contractors and suppliers to identify and resolve any issues that arise, and to ensure that services are delivered in accordance with expectations.

  2. Installation and Repair Coordination

    • The operator shall coordinate with contractors and suppliers to schedule and implement installations and repairs for the network, hardware, and service capability.

    • The operator shall work with the PCG to ensure that installations and repairs are scheduled properly with the various zones and that transfer to operations procedures are followed.

  3. Maintenance and Upgrades

    • The operator shall coordinate with contractors and suppliers to schedule and implement maintenance and upgrades for the network, hardware, and service capability.

    • The operator shall monitor the maintenance and upgrade process, ensuring that it is completed in a timely and efficient manner.

Service Development

The broadband utility operator shall develop new services in accordance with customer demand and industry trends. This includes:

  1. Market Analysis

    • The operator shall analyze the market to identify new service opportunities.

    • The operator shall work with the PCG to ensure that new services meet the needs of the project.

  2. Service Design and Development

    • The operator shall design and develop new services based on customer demand and industry trends.

    • The operator shall test and validate new services to ensure that they meet SLAs.

  3. Service Introduction

    • The operator shall introduce new services to customers in a controlled manner.

    • The operator shall provide training and support to customers to ensure that they can use new services effectively.

Capability Development

The broadband utility operator shall develop its capabilities to improve service delivery and efficiency. This includes:

  1. Capability Assessment

    • The operator shall assess its capabilities to identify areas for improvement.

    • The operator shall work with the PCG to ensure that capability development meets the needs of the project.

  2. Capability Planning

    • The operator shall plan for capability development, setting objectives and identifying resources.

    • The operator shall work with contractors and suppliers to develop and implement capability development plans.

  3. Capability Development and Implementation

    • The operator shall develop and implement new capabilities, such as new processes or technologies.

    • The operator shall monitor the implementation process to ensure that new capabilities are delivering the desired results.

Support, Maintenance (including Preventative Maintenance) and Upgrades

The broadband utility operator shall perform support, maintenance, and upgrades to ensure the proper functioning of the network, hardware, and service capability. This includes:

  1. Network Support, Maintenance, and Upgrades

    • The operator shall perform support, maintenance, and upgrades for the network to ensure that it is functioning properly and meeting SLAs.

    • The operator shall monitor network performance to identify issues and determine root causes.

  2. Software Support, Maintenance, and Upgrades

    • The operator shall perform support, maintenance, and upgrades for software applications and operating systems to ensure that they are functioning properly and meeting SLAs.

    • The operator shall test new software releases to ensure that they are compatible with existing systems.

  3. Hardware Support, Maintenance, and Upgrades

    • The operator shall perform support, maintenance, and upgrades for hardware to ensure that it is functioning properly and meeting SLAs.

    • The operator shall monitor hardware performance to identify issues and determine root causes.

Incident and Problem Management and Resolution

The broadband utility operator shall manage incidents and problems to minimize their impact on customers and to restore services in a timely manner. This includes:

  1. Incident Management

    • The operator shall have a system in place to log, track, and manage incidents.

    • The operator shall investigate incidents to identify their root cause and take steps to prevent them from recurring.

    • The operator shall keep customers informed of the status of incidents and provide regular updates until the incident is resolved.

  2. Problem Management

    • The operator shall manage problems to identify their root cause and implement permanent solutions.

    • The operator shall prioritize problems based on their impact on customers and the business.

    • The operator shall work with contractors and suppliers to identify and implement solutions to problems.

Warranty Claim Management

The broadband utility operator shall manage warranty claims to ensure that the operator receives full benefits from warranties provided by contractors and suppliers. This includes:

  1. Warranty Claim Tracking

    • The operator shall track all warranty claims to ensure that they are processed in a timely manner.

    • The operator shall work with contractors and suppliers to ensure that they honor their warranty obligations.

  2. Warranty Claim Resolution

    • The operator shall work with contractors and suppliers to resolve warranty claims.

    • The operator shall monitor the resolution process to ensure that it is completed in a timely and efficient manner.

Planning

The broadband utility operator shall develop and implement plans to ensure the efficient and effective delivery of services. This includes:

  1. Operational Planning

    • The operator shall plan for the delivery of services, taking into account customer demand, industry trends, and SLAs.

    • The operator shall work with the PCG to ensure that plans are aligned with the needs of the project.

  2. Capacity Planning

    • The operator shall plan for capacity to ensure that it can meet customer demand and SLAs.

    • The operator shall work with contractors and suppliers to ensure that capacity plans are aligned with their capabilities.

  3. Continuity Planning

    • The operator shall develop and implement plans to ensure the continuity of services in the event of disruptions or disasters.

    • The operator shall test continuity plans regularly to ensure that they are effective.