Service Management

For VTLWaveNet, service management and quality is an important area of the overall service, with VTLWaveNet committed to providing a high standard of ongoing support.

Network monitoring and support

• 24x7 (365 days) monitoring and support
• Proactive monitoring to ensure you are notified if an incident occurs
• Site alarms reported to NOC
• Remote access to any site managed from the NOC
• Back-up NOC in London for disaster recovery with all management systems duplicated
• 24x7 (365 days) technical support for troubleshooting and problem resolution
• Configuration Management
• Fault Management System

Service Management

• The Customer Service team is available 8:30-19:00 (UK time) Monday to Friday
• Customers may also agree direct access to the NOC at all times so they will immediately have contact with a person who has a real time view on the status of the network.
• All customers appointed with a single point of contact (Service Manager) who will be there to proactively follow-up on customer enquiries and issues and also provide regular reviews of service performance.
• Technical Support calls are handled 24x7 (365 days).
• Service availability guarantees backed up by SLA’s and penalties (typical 99.99% for protected services on the core network)
• Any customer/ network incident is logged through the trouble ticketing system
• In case of customer downtime, customer is updated every 30 minutes
• Planned Works notifications sent 10 days prior to the work
• Planned works are always scheduled during non-working hours

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