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C & W Optus Network Operations Presentation Ray Badnall Director, Network Operations

C & W Optus Network Operations Presentation Ray Badnall Director, Network Operations. Page 1. History. Customer service not met as per SLA. AARNet requires live updates to network faults. AARNet seeks IP expertise when reporting faults.

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C & W Optus Network Operations Presentation Ray Badnall Director, Network Operations

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  1. C & W Optus Network OperationsPresentationRay BadnallDirector, Network Operations Page 1

  2. History • Customer service not met as per SLA. • AARNet requires live updates to network faults. • AARNet seeks IP expertise when reporting faults. • Multiple work groups at CWO does not provide sufficient customer focus. • High volume of faults. • Lack of end-to-end technical accountability. Page 2

  3. Less Successful • Billing Data Collectors • Ping Boxes – inconsistencies in CWO and AARNet reporting, • ATM reporting • International capacity issues. Page 3

  4. Successes Service Desk • Implementation of an IP specific Service Desk in June 1999. • Initially coverage was 09:00-17:00 week days. • Extended to 24 x7 in September 1999. • 24 x 7 E-mail support via a dropbox. • Service assurance of 30 minutes response emails to ONOPS. Page 4

  5. Successes Service Desk Cont. • Quality e-mail content. • Weekly DIAS reports. • Pro-active emails to ONOPS & HUBCONTACTS on engineering changes. • One Point Of Contact for all AARNet faults. Page 5

  6. Successes Network Applications Centre • New escalation procedures for AARNet RNO's. • Pro-active notification of IP network issues through the IP Service desk. • Weekly surveillance e-mail to HUBCONTACTS on the status of PVC's. • Provision of Network DIAS and AARNet reports. Page 6

  7. Successes Network Applications Centre Cont. • Filters emailed through to affected RNO when in a Denial of Service (DoS) attack. • Implementation of DoS operational defences. • IP staff in the NAC has doubled since the last QuestNet. • Regular teleconferences with the AARNet technical team. • Introduction of CWO Technical Account Manager to facilitate support for AARNet Page 7

  8. Future • The IP Service Desk are also looking to provide a web site which enables IP customers to log and track faults. • Currently the Service Desk are going through an IP Technologies training program. • DNS review with AARNet members and CWO Engineering and Operational groups. • Ongoing Denial of Service meetings to implement more secure network. Page 8

  9. Future • Network Management and Service Desk systems are being continually upgraded. • NAC expected to be relocated to the new IP Centre site at Mascot before Xmas 2000. Page 9

  10. Summary • From an Operations perspective Cable & Wireless Optus has changed significantly over the past 12 months and are now delivering excellent service to the AARNet community. • Over the next 12 months, AARNet can expect not just “more of the same” but an even higher focus on the AARNet business and excellent customer service. • Thank You.

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