C & W Optus Network Operations

Presentation

Ray BadnallDirector, Network Operations

Page 1

History

• Customer service not met as per SLA.

• AARNet requires live updates to network faults.

• AARNet seeks IP expertise when reporting faults.

• Multiple work groups at CWO does not provide sufficient customer focus.

• High volume of faults.

• Lack of end-to-end technical accountability.

Page 2

Less Successful

• Billing Data Collectors

• Ping Boxes – inconsistencies in CWO and AARNet reporting,

• ATM reporting

• International capacity issues.

Page 3

Successes

Service Desk

• Implementation of an IP specific Service Desk in June 1999.

• Initially coverage was 09:00-17:00 week days.

• Extended to 24 x7 in September 1999.

• 24 x 7 E-mail support via a dropbox. • Service assurance of 30 minutes response emails to ONOPS.

Page 4

Successes

Service Desk Cont.

• Quality e-mail content.

• Weekly DIAS reports.

• Pro-active emails to ONOPS & HUBCONTACTS on engineering changes.

• One Point Of Contact for all AARNet faults.

Page 5

SuccessesNetwork Applications Centre

• New escalation procedures for AARNet RNO's.

• Pro-active notification of IP network issues through the IP Service desk.

• Weekly surveillance e-mail to HUBCONTACTS on the status of PVC's.

• Provision of Network DIAS and AARNet reports.

Page 6

SuccessesNetwork Applications Centre Cont.

• Filters emailed through to affected RNO when in a Denial of Service (DoS) attack.

• Implementation of DoS operational defences.

• IP staff in the NAC has doubled since the last QuestNet.

• Regular teleconferences with the AARNet technical team.

• Introduction of CWO Technical Account Manager to facilitate support for AARNet

Page 7

Future

• The IP Service Desk are also looking to provide a web site which enables IP customers to log and track faults.

• Currently the Service Desk are going through an IP Technologies training program.

• DNS review with AARNet members and CWO Engineering and Operational groups.

• Ongoing Denial of Service meetings to implement more secure network.

Page 8

Future

• Network Management and Service Desk systems are being continually upgraded.

• NAC expected to be relocated to the new IP Centre site at Mascot before Xmas 2000.

Page 9

Summary

• From an Operations perspective Cable & Wireless Optus has changed significantly over the past 12 months and are now delivering excellent service to the AARNet community.

• Over the next 12 months, AARNet can expect not just “more of the same” but an even higher focus on the AARNet business and excellent customer service.

• Thank You.