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Technology and Infrastructure Presentation
Members of Team:
Sevelus Nakashole
Ino Iyambo
Constance Bastiaans
Facilitator: Sevelus Nakashole
Windhoek, 23 April 2015
0.
Introduction and Overview Presentation
1.
Presentation – Network Aspects
2.
Presentation – Services Aspects
3.
Presentation – Operational Aspects
Page 1
UBUNTUNET-PROPOSAL-V003.PPT
Content
0. Introduction and Overview Presentation
TELECOM NAMIBIA
THE DRIVERS OF VALUE
 Namibia’s national telecommunications operator,
 Established in terms of the Post and Telecommunication Companies Establishment Act, 17
of 1992
 Wholly Government owned.
 Run as commercial entity
0. Introduction and Overview Presentation
TELECOM NAMIBIA’S PORTFOLIO
OUTLOOK
3G
4G
LTE
Voice


TN to play along the fully ICT value chain
Playing in both GSM and fixed
MOBILE
SERVICES
0. Introduction and Overview Presentation
VALUE PROPOSITION

FULLY FLEDGED ICT VALUE CHAIN

STATE-OF-THE-ART INFRUSTRUCTURE

24/7 NOC

TIER 2 CARRIER - reliable and affordable
Content
Presentation – Network Aspects
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1.
1. Network Aspects
NATIONAL FIBRE NETWORK
Comments

Combination of terrestrial
and OPG

Terrestrial: underground
and overhead

OPG – On Power utility
route

Multiple route and reach
all our neighboring
countries
1. Network Aspects
NATIONAL DWDM NETWORK
Comments

Run on terrestrial and
OPG

Multiple 10 Gbps express
route

Border to border high
speed connectivity

Interconnect with
neighboring countries

Carries both SDH, MPLS
and Ethernet.
1. Network Aspects
NATIONAL SDH NETWORK
Comments

Run on terrestrial and
DWDM

Serve lower bandwidth
requirement.

Carries national
customers, voices,
Data, access network
MPLS, Ethernet etc.

Interconnect
neighboring countries
1. Network Aspects
NATIONAL MOBILE COVERAGE
Comments

Voice

SMS

Data (3G/4GLTE)

Roaming services both
on voice and data
1. Network Aspects
INTERNATIONAL NETWORK
Comments

Submarine cable based

MPLS, SDH, IP transit.

Cover both regional
and Global
1. Network Aspects
INTERNATIONAL SDH NETWORK
Comments

End-to-End managed SDH,
Ethernet and IP Services to

London

Frankfurt

Cape Town

Johannesburg

Lusaka *

Traffic to Europe on four
Submarine cables

Five independent routes from
Namibia to South Africa (WACS,
Telkom SA, Neotel)

Two independent routes from
Namibia to Lusaka (Zesco/Zamtel)
*Through partners, still no fully
implemented as planned
1. Network Aspects
INTERNATIONAL MPLS NETWORK
Comments

Submarine cable based

Run on SDH network.

Carries MPLS, Ethernet
etc.

IP Upstream to multiple
providers in South
Africa and Europe
1. Network Aspects
Controlled Secure Access, Conditioned power, Hardware and Platform redundancy
POP Layout of International POP’s
Comments

Delivery of IP Upstream
Delivery of Ethernet
and MPLS VPN
Delivery of
TDM Services

SDH
International POP‘s are located in
Telehouses in controlled
environments

London  Telehouse West

Frankfurt  Kleyerstrasse

Johannesburg  NewTelco

Cape Town  Terraco

Lusaka*  Zesco Comesa
Platform redundancy

SDH nodes

P-PE-nodes/Border routers
Telecom
Namibia
Network
XDH01-3255
P01-9006
BOR01
PE01-9006
MCE
BWM

Managed end-to-end services
SDH
MCE01
BGP
XDH02-3255
PE02-9006
P02-9006
BWM

SDH Transport

IP/MPLS services

Ethernet over MPLS
BOR02
* Lusaka POP upgrade planned
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BGP
1. Technical Aspects
Actual Status of Telecom Namibia’s Tier 2 Carrier Program
Tier 2 Carrier Positioning – Actual Status

Establishment of a fault-tolerant, high availability IP/MPLS Backbone spanning Zambia, South Africa and
Europe



Core network is made up of 10GE links throughout Namibia using OTN Technology
Fast Service Delivery of TDM and IP Services with end-to-end Management

Inside Namibia

Zambia*

South Africa and

Europe
Redundant Submarine Cables on the East and West Coast

Own Landing Station in Namibia for WACS Capacity

Stable Relationship with Tier 1 Providers in Europe and with Regional Carriers.

Connected to all neightbouring countries (SA, Botswana, Angola, Zambia and soon Zimbabwe)
Future Possibilities

Expansion of Telecom Namibia’s footprint regionally (through partnerships) and internationally on
demand

Additional Landing Stations in Namibia in preparation for ACE or other Cables
Content
Presentation – Services Aspects-
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2.
2. Services Aspects
Service Type
Service Description
Co-location
Co-location services available throughout Namibia and international POP‘s
TDM Transport
Available from E1 to STM16 between all International POP‘s and qualified
locations in Namibia. (Region includes lower bandwidth (64-2048)kbps)
IP Upstream
(Transit)
Telecom Namibia can offer IP Upstream in Lusaka, Katima Mulilo, Johannesburg,
Cape Town, London, Frankfurt and Windhoek
MPLS / VPN
Telecom Namibia can offer MPLS VPN Services throughout Namibia and in
Lusaka, Johannesburg, Cape Town, London and Frankfurt
Global VPN
Connectivity
Telecom Namibia can realise global VPN connectivity with strategic partners. Hand
over of traffic happens in London, Frankfurt, Johannesburg, Cape Town and
Lusaka
Ethernet Transport
Ethernet Transport can be delivered throughout Namibia and in Lusaka,
Johannesburg, Cape Town, London and Frankfurt. Service offering is realised via
IP / MPLS
Mobile Services
Mobile services can be delivered throughout Namibia i.e. Data, Voice, Roaming
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Telecom Namibia’s Product and Service Portfolio
2. Services Aspects
Business Continuity and Disaster Recovery
Service Type
Remarks
Fibre and Co-Location
Fibre rings are established across the country. Co-Location can be offered at
many different locations which can be connected with redundant routes.
Sub Marine Cable
Telecom Namibia is present on WACS and SAT3 on the West Coast and on
SEACOM and EASSy on the East Coast of Africa. Some through partnership
SDH Transport /
Ethernet Transport
Telecom Namibia can offer unprotected and protected SDH and Ethernet
Transport between all locations which are part of the Telecom Namibia Platform
MPLS / VPN
Resilient MPLS core. Link and Platform redundancy
Third Party
Transmission
Telecom Namibia has established carrier diversity in South Africa, Europe and
Zambia to rely not only on one partner in foreign regions.
IP Upstream
Telecom Namibia operates Network Interconnections with at least four Upstream
Provider at each Upstream POP in South Africa and Europe
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Telecom Namibia Network Platforms are built highly redundant and with diversity on all
Layers. Co-Location can be offered in Namibia at different Locations.
1. Services Aspects
Telecom Namibia’s Vendor Strategy
Platform
Technology
Vendor
OTN Platform
DWDM
Corriant.
TNI Platform
SDH
Ericsson
IP/MPLS Backbone
IP
CISCO / Juniper
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Vendor Strategy supports TN to deliver carrier grade services.
2. Services Aspects
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Our customers and partners.
Content
Presentation – Operational Aspects
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TIER2-PLATFORM-PRESENTATION-V008.PPT
3.
3. Operational Aspects
Telecom Namibia’s Proposed Operational Model for Africonnect
Telecom Namibia Operational Model
Comments

Key Account
Management

CUSTOMER
Service
Management
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NOC
Key Account Manager

overall customer
responsibility

Relationship architect
Service Management

Manage work flow of all
service requests

Reports on service KPIs

Escalation
NOC

Real Time Monitoring

Ticket Handling

Fault isolation and
Rectification
TIER2-PLATFORM-PRESENTATION-V008.PPT

3. Operational Aspects
Telecom Namibia NOC
Telecom Namibia’s NOC is the heart of Operations.
Objectives

Coordinate professional and timely resolution of network
troubles.

Manage network changes and moves to minimize
disruption.

Proactive Monitoring of critical network components to
detect failures and degraded performance.

Provide timely, consistent and meaningful
communications regarding the availability of network
services
Scope
Central Point for Service and Network Operation



Hub for operational Information

SLA / Wholesales Customer / Customer Care Center

Top Management

Third Parties (supplier/vendors/external provider)
Professional End-to-End Operation

Incident Management

Problem Management

Involvement in Facility and Access Management

Involvement in Release and Configuration
Management
Function as Quality Watchdog:

Continuously regarding changes

Continuously regarding configuration / releases
3. Operational Aspects
Telecom Namibia’s NOC Setup
Telecom Namibia NOC is accountable for International Business. Real Time Monitoring
and Ticket System are in use.
Telecom Namibia NOC Setup
Comments

24/7 Operations

First Level Support
Transport
First Level
Support
Customer
NOC
Incident Management
Problem Management
Change Management
Categorisation and
Validation
Coordination of Tasks
Second Level
Support
Detailed Analysis of
Incidents
Update Incident Status
Categorisation of Third
Level Activities

Real Time Monitoring

Ticket creation

assign Priority

Troubleshooting and
rectification

Updates
ACCESS
Third Level
Support
Service/
Control
DEPI
Vendors
Supplier

IT
Security

Second Level

More experienced engineers

Issues escalated from 1st Level
Third Level

team who has designed the
product

Developers and Quality
assurance engineers

Vendor/suppliers
Field Service
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Telecom Namibia NOC
3. Operational Aspects
Ticket Priorities
Priority
REMARKS
PRIORITY 1
There is a critical impact to business operations such as
Network “down”.
PRIORITY 2
Operation of an existing network is severely degraded, or
significant aspects of business operation are negatively
affected
PRIORITY 3
Operational performance of the network is impaired, but most
business operations remain functional.
PRIORITY 4
Information or assistance requested with product capabilities,
installation, or basic configuration. There is little or no effect on
your business operations.
3. Operational Aspects
Telecom Namibia’s Processes
Telecom Namibia has introduced a Ticket Flow. The Ticket Flow shows how all tickets are
treated from beginning to the end.
Telecom Namibia Ticket Flow

Tickets are opened for incidents,
problems and events by 1st Level
Support

Ticket content is validated by 1st
Level Support

Ticket is assigned to a queue to
work on 1st Level Support

Experts work on Ticket 2nd Level
Support

Agents keep information updated
and inform customer – 1st Level
Support

Status “Resolved” achieved when
2nd Level Support has finalised
work

Customer is informed and asked for
validation by 1st Level Support

1st Level Support close ticket after
confirmation from customer
2. A Priority is assigned to each and every incident.
3. The first response to the customer / partner support, is sent
within 1 Hour for premium support and 4 Hours for basic
support.
4. By default every incident is first being handled by the 1st
Level support.
5. If 1st Level support Team is not able to resolve the incident
in 1 business day, the very next day ticket is escalated to
Level 2 Team.
6. Incase it’s a Priority 2 or higher, it is directly escalated to
Level 2 Team
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1. As soon as an incident is reported a ticket is generated and
the customer / partner are informed about the ticket
number.
Comments
3. Operational Aspects
Telecom Namibia’s Processes
Telecom Namibia has defined a Escalation Process for Time to Respond.
Telecom Namibia Escalation Process
Escalation Phase 3
Escalation Phase 2
Escalation Phase 1
Escalation Phase 1
Start
Response
Given ?
NO
Time to Respond is defined as the
time when the customer gets an
qualified answer by the NOC

If Time to Respond is violated, the
Escalation Process starts.

1st Escalation is managed by the
Supervisor of 1st Level Support

2nd Escalation is managed by the
Head of NOC

Service Manager is involved in
escalation process

In Escalation Step 3, Chief
Operation Officer is involved
Escalation Phase 2
Start
Response
Given ?
NO
Escalation Phase 3
Start
YES
NO
YES
Response
Given ?
YES
Page 26

YES
End of Escalation
YES
End of Escalation
YES
End of Escalation
Service Manager
involved
Service Manager
involved
Service Manager
involved
Manager First
Level Support
involved
Manager NOC
involved
Manager
Operation involved
TIER2-PLATFORM-PRESENTATION-V008.PPT
Response Time
Comments
3. Operational Aspects
Telecom Namibia’s Processes
Telecom Namibia has defined a Escalation Process for Time to Repair.
Telecom Namibia Escalation Process

Time to Repair is defined as the
time when the service is restored
and the ticket reach the status
resolved.

If Time to Repair is violated, the
Escalation Process starts.

1st Escalation is managed by the
Supervisor of 2nd Level Support

2nd Escalation is managed by the
Head of NOC

Service Manager is involved in
escalation process

In Escalation Step 3, Chief
Operation Officer is involved
TIER2-PLATFORM-PRESENTATION-V008.PPT
Page 27
Comments
3. Operational Aspects
Telecom Namibia’s Processes
Telecom Namibia has defined a Change Management Process to organise changes in the
Network.
Telecom Namibia Change Process
Change Request
Change
Approved
NO
YES

Changes are proceeded in a
structured way

Changes are done in a defined
Change Window

To proceed a change request has
to be applied

Change is improved by a Change
Manager in the NOC

Change is announced to customer
and relevant people in TN

Change is executed to a committed
time

Change is monitored by the NOC

Change is done only after
successful proof that services are
not effected
Change Scheduled inside Maintenance Window
YES
Change announced to effected Customers
YES
Maintenance Window
Change executed by technical experts
01:00
am
05:00
am
Change
Successfull?
NO
Technical Experts establish original configuration
YES
Technical Experts finalize Change
YES
YES
NOC monitors inolved systems and services (24 hour after Change) – Change End
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Comments
3. Operational Aspects
Contacting NOC
Contacting NOC
+264 61 201 2666
Comments

Currently only by phone and email.

Portal Access – on the cards.

Following information handy to NOC

1. Your Name:

2. Your Organization Name

3. Your Email ID

4. Your Phone Number

5. Circuit ID
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[email protected]
Content
Presentation – Commercial Aspects
Sevelus Nakashole
KEY ACCOUNT MANAGER:
Wholesale and International
TEL: +264 85 141 2251
E-mail: [email protected]
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4.