THIS SUPPORT SERVICES SOP HAS BEEN PREPARED SOLELY FOR THE USE OF ZONG AND EXCELERON

COMMUNICATIONS PVT LTD AND DETAILS WITHIN SHOULD BE CONSIDERED CONFIDENTIAL

Exceleron Communications (Pvt). Limited
Page | 1


EXCELERON COMMUNICATIONS PVT LTD
Support Services SOP
For

Call-Based Auto Notification System

Prepared for

ZONG (Pvt) Limited

Date: 12
nd
Nov, 2013
Version: 1.0


THIS SUPPORT SERVICES SOP HAS BEEN PREPARED SOLELY FOR THE USE OF ZONG AND EXCELERON
COMMUNICATIONS PVT LTD AND DETAILS WITHIN SHOULD BE CONSIDERED CONFIDENTIAL

Exceleron Communications (Pvt). Limited
Page | 2
Support Services SOP

This standard operating procedures (SOP) document describes Monitoring, Initial
Troubleshooting, Service Requests, Escalation and Resolution Strategy of Auto Call Notification
System.

Monitoring and Initial Troubleshooting
Status of Interface b/w XC and Inspur
Log-in to Auto Call Notification systems dashboard using NOC account
http://172.20.91.252/mnm/msmlogin.aspx.
Look for Last Alarm Received in summary and its corresponding values in Val and Severity
headings.

Green ------Normal
Yellow------Minor Severity (15 minutes since no Alarm Received)
Orange------Major Severity (30 minutes since no Alarm Received)
Red------Critical Severity (60 minutes since no Alarm Received)
If status is not Green (Normal), raise a support request with XC support team mentioning
severity level.
Real Time Alarm status can also be checked from Alarms view window. Click on Alarms view
and click Search without any filtering options. Once the alarms are visible, sort all active
alarms from Streamer Capture Time in Descending order. When the alarms are sorted in
descending order, check the streamer capture time for the first entry row. Its value should
match with the Last Alarm Received showing in dashboard summary page.
Note: Do not restart any services without engaging XC support team
THIS SUPPORT SERVICES SOP HAS BEEN PREPARED SOLELY FOR THE USE OF ZONG AND EXCELERON
COMMUNICATIONS PVT LTD AND DETAILS WITHIN SHOULD BE CONSIDERED CONFIDENTIAL

Exceleron Communications (Pvt). Limited
Page | 3
Call Escalation Status.
Log-in to Auto Call Notification systems dashboard using NOC account
http://172.20.91.252/mnm/msmlogin.aspx.
Look for Last Call Made in summary and its corresponding values in Val and Severity headings.

Green ------Normal
Yellow------Minor Severity (15 minutes since no call made)
Orange------Major Severity (30 minutes since no call made)
Red------Critical Severity (60 minutes since no call made)
If status is not Green (Normal), raise a support request with XC support team mentioning
severity level.
Note: Do not restart any services without engaging XC support team
System Running Status
Login to web link http://172.20.91.252/mnm/msmlogin.aspx

If web link is not accessible:
Check if ping to server 172.20.91.252 is working fine without timeout.

If Ping is not successful then looks for:
1. Cable/Link connectivity issues.
2. System might have shutdown

Restore Cable/Connectivity Issues:
Once the ping is successful after restoring Cable/Connectivity Issues but web link
http://172.20.91.252/mnm/msmlogin.aspx is still not accessible, raise a support request with
XC support team.

If Ping is not successful after checking and confirming Cable/Connectivity status, then system
might have shut down due to power issues.

Restart the system manually. Ping server 172.20.91.252 to confirm connectivity is fine now.
Login to web link http://172.20.91.252/mnm/msmlogin.aspx
THIS SUPPORT SERVICES SOP HAS BEEN PREPARED SOLELY FOR THE USE OF ZONG AND EXCELERON
COMMUNICATIONS PVT LTD AND DETAILS WITHIN SHOULD BE CONSIDERED CONFIDENTIAL

Exceleron Communications (Pvt). Limited
Page | 4
Once the login is successful, raise a support request with XC support team mentioning severity
level.

Service Request, Escalation & Resolution Strategy:

Support Type Availability
Corrective
Maintenance
Preventive
Maintenance
Software
Upgrades
Patches
Basic (Remotely) 8x5 Y Y Y Y

Please follow below guidelines for reporting the issue to Exceleron Communications.
Mail to: customer.support@exceleron-communications.com with following basic details:
Date-Time of fault occurrence:
Problem description:
Status:
Problem identified by:
Remarks:

- XC Engineer will respond to any corrective maintenance request within 30 minutes.
- XC will provide on-site support engineer within 2 business days if the issue cannot be
resolved remotely.
- XC will provide support during planned maintenance activities with prior notification if
outage is expected for XC system

Expected resolution time can be decided based on the type of fault.

If no mail response is received within 30 minutes from XC customer support for corrective
maintenance. Call/email below mentioned persons.
1
st
level Escalation:
Adil Ghaffar: Contact Detail: 03214381628 (adilghaffar@exceleron-communications.com)
Saad khan: Contact Detail: 03224117383 (saad.khan@exceleron-communications.com)

2
nd
level Escalation:

Asim Rajput: Contact Detail: 03334381829 (asim.raj@exceleron-communications.com)