OpenSource Support for telco eVASIrek Nowak – CEO @ProIDS

About Me

Irek Nowak

10 years experience in AT&T and Lucent Technologies Then 8 years in Nokia, heading regional support

team for external 3rd party-based complex solutions CEO @ ProIDS

More:

https://www.linkedin.com/in/ireneusznowak

New beginning of Telco support

I saw a film yesterday…

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New beginning of Telco support

And tried to communicatewith every country theylanded…

Separatelly

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Polish title: „New beginning”

Isn’t it something like having to support complex Open source systems?

Current OpenSource support situation

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Replace

this

with

Convenience, Mobility & Savings

this

Prod1, Vendor 1

Prod2, Vendor 2

SLA2

SLA1

Prod3, Vendor 3

SLA3

Prod4, Vendor 4

SLA4

Most SLAs – Best effort

Separate contracts and conditions for contributing

Many different support channels and interactions

OpenSource Support for Operators

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• Best-effort mostly

• Or expensive, when bought one by one

Lack of telco-gradeSLA

Every Vendor cares for own productonly

No E2E Support

Even when 2 issues above solved – stilla lot of pain for the operatorLack of SLA

Uniformity

We help to address common communication providers’ challenges in Support

Choose E2E Solution Support

Uniform SLA

Choose SLA you want

Differences covered the Support Partner

One Support Partner responsible for the wholesupport handling

One Partner responsiblefor contacting & contracting Open Sources

Solutions

eVAS Support Model

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Customer

End

-to

-En

d S

up

po

rt

3rd Parties (TQ, TR, EME)

Open LB Data Base OS Services…

Local Customer SupportTickets initiationOn-site support

Emergency Call Center

Call-out rota 24x7HW Support

TQ/TR Flow EME Flow

Main Support Team- TQ / TR- 3rd party management

Software bug fixingSoftware validation

Non ProductionEnv Support 24x7 Emergency

Remote Rota

Tier 2

Tier 1

Solution Support

SW Support

Tier 3

3rd parties

Tier 3OSS Middleware

Development EnvSupport

Support Partner advantages

Support Partner provides holistic support for heterogeneous, open-source solutions in end-to-end mode, giving our Customers many advantages:

End-to-end solutions’ support & responsibility

Single point of contact = efficiency – one party knows the whole solution

Telco-grade SLA for Open Source-based solutions: Composing a cost-efficient Telco system consisting of multiple

open source components is NOW possible

3rd party SW validationwww.pro-ids.com 9

Support SLA

10

Emergency 24x7

Technical Query

Trouble

Resolution

8x5

Major / P1

Medium / P2

Minor / P3

Priority Actions

initial response

TTR

initial response

workaround

final correction

initial response

workaround

final correction

initial response

workaround

final correction

Request

confirmation

Answer

Telco Gold

15 min

4 hrs

1 hr

3 wd

4 weeks

1 hr

1 week

2 months

8 hrs

n/a

4 months

4 hrs

3 wd

OpenSource

Progress Update

every hour

None

1 hr

None

None

1 day

None

None

None

None

None

None

None

Applications / Services Validation

Service Validation is a separate service which can bring value to the Customer; It

validates the services developed by 3rd parties

The output is the service developed according to agreed standards, independent

of who is the developer (the same quality measures, tools, metrics, KPIs and SCE)

Then Support Partner can take-over the service to the support, being one single

support vendor for the whole system (Solution Support)

Service Validation consists of two separate phases:

Code Validation – checking the quality of the code (tools)Service Performance Validation – automatic load and stress tests

Each phase concludes with the report indicating KPIs met/breached and

Improvement areas

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Applications / Services Validation

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ServiceDesign

Service Development

Service Build

Service Testing

Service Deployment

Developers

Service

Lifecycle

Project

Production

Deployment &

Integration test

Service Build

Automatic Service Testing

DesignDevelo

p-ment

BuildUnit

testingAutomatic

Developer Test

DesignDevelo

p-ment

BuildUnit

testingAutomatic

Developer Test

DesignDevelo

p-ment

BuildUnit

testingAutomatic

Developer Test

Service Deployment

(lab)

Integration testing(lab)

Service Deployment(production)

Code QualityPerformance

ValidationService

Validation

Operator / 3rd party

Partner Validation Center

ProIDS Sp. z o.o.ul. Tagore 1/74

02-647 Warszawa, PolskaPhone: +48-22-299-1476

info@pro-ids.com

www.pro-ids.com

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