Case Study

©2008 Tata Communications, Ltd. All Rights Reserved

 Agenda

Agenda

Introduction Tata Communications

Company’s Strength & Policies

Client Description

Problem Statement

Available Solutions

Conclusion & Suggestions

 About Tata Communications

 Tata Communications is a leading global provider of a new world of communications.

With a leadership position in emerging markets, Tata Communications leverages its
advanced solutions capabilities and domain expertise across its global and pan-India
network to deliver managed solutions to multi-national enterprises, service providers and
Indian consumers.

 The Tata Global Network includes one of the most advanced and largest submarine
cable networks, a Tier-1 IP network, with connectivity to more than 200 countries across
400 Pops, and nearly 1 million square feet of data center and collocation space
worldwide.

 Tata Communications' depth and breadth of reach in emerging markets includes

leadership in Indian enterprise data services, leadership in global international voice, and
strategic investments in operators in South Africa (Neotel), Sri Lanka (Tata
Communications Lanka Limited), Nepal (United Telecom Limited), and subject to
approval by the Chinese government, China (China Enterprise Communications)
 Basic Process

Service Delivery

Customer Program Project

Customer Sales
Service Manager Manager

Operations

Service Assurance and

Support
Corporate
Customer Operations
Helpdesk

Account Service
Manager Management
 Service Delivery and Support Workflow –
Overview of Teams
Service Delivery Service Assurance

Product/ Sales Enterprise Call Centre

Commercial Engineering
Manager
Service Operations Center
Sales

Program
Customer Network Operations
Center
Billing
Management

Service Management

Access, Feasibility

Sales Ownership
Traffic NOC / SOC
Management CS Ownership

Ops Ownership
 Customer Support Activities

Pre- Contract Post Contract –One Time

On Going
Suppor
Commi- Main- t
Design Size Deliver
ssion tain

Post Contract Stage - On Going Activities:

Major Activities from TATA Communications along with the customer

* 24* 7 Support Team
* Network Monitoring and Management
- Traffic Analysis
- Capacity Planning
- Network Performance
- Managing Planned and Unplanned Outages.
* Change Management
* Periodic Reviews
 Strength & Policies

Strength:
It is One of the Top 10 Ranking industry in Telecommunication.
 Annual Turnover is approx more than 2000 crores.
 It is the only company having 10 submarine cables.
 Number of Customers more than 7000+ & Total number of circuits is 15000+
 Types of Services Provided:
ILL
VPN
NPLC,IPLC,TDM,VCIPLC
VOIP
Web Hosting & Collocation Etc.
All services are both Managed & Un-managed.
Policies:
 Transparency
 Trust
 Effective & efficient Solution
 Assured Services
 Customer Satisfaction
 Client Description

• Client History

It is US based IT Industry, dealing with software design & development Client

Having 1 VPN circuits of Bandwidth 2 MBPS.
Also Having 1 STDILL Circuit of 1 MBPS
Both these circuits are at the same location.
Total Revenue is 33+lakh

• Client Overall Feedback about TATA

Customer is very much satisfied with services & support provided by TCL.
Circuit monitoring, Quick support in any issues, timely RCA & RFO provided by
team is also highly appreciated by customer
Prior notification for any planned event(Maintainance,Upgradation,service
Improvement Activities) is also appreciated.
 Present Connectivity

 Customer is having VPN and STDILL links at Goa .

 Customer has following setup with which he accesses his ERP application

1.Goa -----> Tata MPLS -----> Pune ----->other MPLS-- US(ERP server).

2.Goa------> Tata Internet Cloud---- US(ERP server).

 On internet link he used to browse some applications. He kept this link as redundant so
that if VPN goes down he can connect US end server through ILL.
 Existing setup-First European

Backbone to Mumbai
DS3 45 mbps DS3 45 mbps
to Mumbai to Mumbai

TCL TCL
Router1 Router2

STDILL VPN
2048kbps 2048kbps

Panaji MC4L

VPN
First European 2
Panaji Panaji-Verna STM4 Verna Verna MAN ring
MC16 ring MC4L First European
STDILL
 Problem Statement

• Both these link are connected to the same ring.

• Both these links are on the same PE.
If ring collapses his both circuits will be down at the same time.
Customer had asked for redundancy while putting the order and he is demanding for the
same. Getting very slow response from Sales to resolve the same. Since last six months.
No one is providing the solutions as it was the major challenge.
• Customer was very disappointed with the service and support as he was faced 4 major
outages in two months.
• Customer was not supporting for any activity or audit.
 Solutions

•Redundancy in Local loop

Presently both these circuits are connected in same ring .In order to provide the
redundancy in local loop, we can spilt one ring into two and shifted one of the circuit
in another new ring. Chances of ring collapsing occur only when there is dual fiber
cut or there is power issue in customer nodes. In case if one ring collapes,one link will
get down and other will remain working.

• Redundancy at PE Router:
Presently both these links are connected at Panaji Pop on same router .In order to
provide a redundancy at router level, We can shift one of the link to another PE router
available at Panaji Pop.
In this case if any issue persist in one of the router, One link will get down and the
other link will not affect.
 Proposed Setup- Redundancy in Local loop

and PE router

Backbone to Mumbai
DS3 45 mbps DS3 45 mbps
to Mumbai to Mumbai

TCL TCL
Router1 Router2

VPN
STDILL
2048kbps
2048kbps Commercial will not
involved

Panaji MC4L BSO

STDILL
Verna MAN ring First European1

Panaji Panaji-Verna STM4 Verna

MC16 ring MC4L
Verna MAN ring First European 2
VPN
Also with respect to changing the last mile, other BSO available in this area is TTML.For
changing the same some commercial will involved .

TTML last mile will be on copper & copper related issues can seriously affect the performance
of the link. Also TTML copper team is not providing support during night times.

Moreover changing last mile will provide a different route till Panaji Pop only, further on from
Panaji the backbone is on BIL media & if there is dual fiber cut in any BIL rings then whole
goa will be isolated.
 Proposed Setup- Redundancy in
Local loop with other BSO

Backbone to Mumbai
DS3 45 mbps DS3 45 mbps
to Mumbai to Mumbai

TCL TCL
Router1 Router2

VPN
STDILL
2048kbps
2048kbps
Commercial
involved

Panaji MC4L

STDILL
TTML
BSO
First European1

Panaji
MC16
BSO VBL MAN First European 2
VPN
 Conclusion and Suggestion

• We are able to provide the redundancy in dual local loop and PE router
• We had achieved the solution to this challenge.
• Customer is happy and satisfied with the service and solutions provided to him.
• Also we have retained customer to terminate the service and opt for other ISP.In addition
he has booked a new order of SILL worth 1.4 Lakh
• To avoid customer’s dissatisfaction, we have to understand customer concern and take it
seriously keeping in mind his business loss no matter it may be of less priority case. There
should be a proper analysis of problem and timely update to the customer with possible
solution.Transperency should be maintain whether we can provide the solution or not.
Assurance and timely response to customer is the key factor to successful service
management.
 Prepared by : Praful Bhagat
Supported by : Naresh Sakhardande

THANKYOU

©2008 Tata Communications, Ltd. All Rights Reserved