The challenge of coordinating service disruption resolution efficiently
It’s no cliché when we say that time is of the essence during telecom network service disruptions. The pressure is always on to restore service fast, regardless of whether the disruption involves planned maintenance work or the dreaded incident, such as construction work cutting through cables or a short-circuit in a POP.
By their very nature, network service disruptions are stressful situations. Things can quickly turn into unmanageable chaos without reliable insight into the impact or an efficient way of communicating with everyone involved.
Challenge: Managing the impact of service disruptions
Whenever network service is disrupted, either because of planned work or an incident, estimating the impact and knowing who to inform is ‘mission critical.’ And yet, at the same time, actually getting that information is a devil of a challenge without a system that can automatically deliver a fast and reliable impact analysis.
Understandably, this is one of the major challenges fiber telco network owners tell us they face on a regular basis with disjointed (legacy) systems requiring too much manual work for potentially incomplete and inaccurate results. Not surprising then, that this is one of the most frequently asked questions during our software demos.
The solution?
The Gridsz SERVICE module offers a fully automated and comprehensive impact analysis. Quickly and reliably.
Even if it’s a POP with 20.000 channels, when a disruption is reported, the system determines which connections, active or not active, and under which ISP will be affected. It can make this information live in real time so that ISPs can also follow the status updates. The time this can save everyone involved is enormous.
SERVICE not only generates an automatic analysis, but it can also send automated emails to your ISPs and contractors to inform them of the situation and exactly which of their addresses might be affected. Addresses are specified for each ISP individually, so that each gets exactly the information that is relevant to them. They can quickly inform their end customers of the (potential) service disruption, without delay.
It can also send status updates so that everyone is immediately informed once the service is active again. And in the meantime, the real-time status is always visible in the system, thereby reducing the need to handle calls or refresh websites, and boosting customer satisfaction at the same time.
Challenge: Coordinating planned work communications
For many of the network owners we speak to during our software demonstrations, coordinating planned work with various partners and getting timely follow-up information is a challenge. One of the most frequently asked questions is whether Gridsz can facilitate this.
The solution?
Our SERVICE module not only creates an automatic impact analysis of any planned work and informs ISPs and contractors, but it can also track all progress to provide real-time information and status updates.
The information sent out includes all the details your ISPs and contractors need to know about the disruption and the work to be performed. It tells them precisely which component will be affected on which dates, for example. As contractors then upload their files to the system, the status is updated immediately and related updates are sent out automatically.
All of this information is fully configurable with detailed rules, so that you remain in control of who gets what information and when, as well as having a continuously up-to-date overview of everything that is happening in your network. SERVICE keeps you both in charge and informed!
