10.1 Introduction
The purchased system will reside in the TELCO PROV CO network for several years to come. It is therefore important to have a picture on the future capability of the tendered system and possible future impact on TELCO PROV CO's network and business.
The Bidder is requested to provide any other information on the future of the tendered system that may be of importance to TELCO PROV CO that is not explicitly requested for below.
10.2 General
10.2.1 The tendered system shall be designed that new functions and services can easily be integrated into the existing configurations with a minimum of changes and disturbance of service.
10.2.2 Introduction of new functionality shall be introduced as software changes. Changes to the hardware shall be minimized.
10.2.3 The tendered system shall be designed that future ETSI, 3GPP, OMA or other defined services and functionality will reuse the platform and functions in the tendered system.
10.3 Product Roadmap
10.3.1 The Bidder shall provide a roadmap for the planned product evolution of the tendered system including the following information: - Description of upgrade (change/new function) - Reason for upgrade -
Planned data/time of upgrade - Network element impacted - Nature of upgrade -hardware/software
10.3.2 The Bidder shall provide a roadmap for planned implementation and adaptation of new ETSI/3GPP/OMA defined services and functions that affect the tendered system.
10.4 QoS
10.4.1 The Bidder shall state the features that it will implement in the current and future releases of the platform to support QOS.
10.4.2 The Bidder shall introduce TELCO PROV CO to Content Providers whenever possible.
10.4.3 The Bidder shall state what sort of marketing assistance can be provided to assist TELCO PROV CO with development of the SMS business.
11 Support
11.1 The Bidder must agree to provide support free of charge during the warranty period
11.2 The Bidder shall be responsible to provide full support to TELCO PROV CO maintenance staff in maintaining the system such as software updates for faults found in the system, fault clearing due to design errors, etc. without any charges to be incurred by TELCO PROV CO.
11.3 Hardware maintenance must also be included in the offered support. The hardware can be sourced by TELCO PROV CO but the support agreement with the Hardware Vendor will be managed by the Bidder 11.4 During the warranty period of the system (both hardware and
software), The Bidder shall establish a central point of contact to provide primary 24x7 on-call assistance to address troubles reported by TELCO PROV CO and to initiate corrective actions once a reported trouble is diagnosed as a problem.
11.5 The Bidder shall quote the yearly charges for the provision of expert assistance in maintaining the system, in hardware and software after it has been accepted by TELCO PROV CO and warranty has expired.
11.6 Faults or issues shall be organised into three classes of severity: Critical, Major and Minor. TELCO PROV CO shall reserve the right to define the severity of the problem
11.7 Definitions are as follows
Categor
y Description Service Availability
required
Penalty
Critical Affecting service (partially or
completely) Affecting billing Affecting maintenance 99.99% To be finalised by TELCO PROV CO mgmt during meeting with the Bidder
Major Affecting administration, O&M To be
finalised by TELCO PROV CO mgmt during meeting with the Bidder To be finalised by TELCO PROV CO mgmt during meeting with the Bidder
Minor Affecting other aspects of the system To be
finalised by TELCO PROV CO mgmt during meeting with the Bidder To be finalised by TELCO PROV CO mgmt during meeting with the Bidder
11.8 Service availability will be calculated monthly based on the number of days of the month (28, 29, 30 or 31)
11.9 The Bidder shall provide the problem reporting procedure and the complete root cause analysis (RCA) of the problem
11.10 RCA for critical issues shall be made available 3 days after resolution. Preliminary RCA to be made available 24 hours after resolution
11.11 RCA for major issues shall be made available 5 days after resolution. Preliminary RCA to be made available 24 hours after resolution
11.12 RCA for minor issues shall be made available 10 days after resolution. Preliminary RCA to be made available 24 hours after resolution
11.13 Availability calculations are the following
Based on the statistics, call/SMS distribution is the following (not counting the weekends)
- SMS during busy hours: 83.44% - SMS during non busy hours: 16.56%
- There are 5.04 times more SMS per hour in the peak period compared to the non peak period
- 1 hour during the peak period is equivalent to 5 hours in the off- peak period
Peak hours are from 0800 until 2200
Since 1 hour during peak period is equal to 5 hours in the off-peak period, let’s consider the 10 hours during off peak period as 10/5 = 2 hours only. Meaning that the total hours per day is 14+2 hours = 16 hours. In a month (30 days), there will be 16 x 30 = 480 hours.
Outage scenario 1: 1 hour during peak period
Outage = 1 hour
Availability = 480 – 1 = 479 hours
Availability percentage = 479/480 = 99.79%
Outage scenario 2: 1 hour during off-peak period
Outage = 1 => divided by 5 => 0.2 hour Availability = 480 – 0.2 = 479.8
Availability percentage = 479.8/480 = 99.95%
Outage scenario 3: 0.5 hour during peak and 0.5 hour during off- peak period
Outage = 0.5 + 0.5/5 = 0.6 Availability = 480 – 0.6 = 479.4
Availability percentage = 479.4/480 = 99.87%
11.14 Procedures shall be valid during and after the guarantee period. Procedures shall include the response time and the time committed to rectify issues with all sub-systems of the system based on the assigned priority and severity ratings of the issues. Procedures shall also include escalation procedures to higher management if the reported problem is not resolved within the agreed and committed time frame.
11.15 The Bidder should provide 24 x 7 days hardware and software support for O&M support personnel in the event of service affecting outage/faults.
11.16 The Bidder should provide a scheme/methodology on how software patches are to be applied to the operating system, database and application
11.17 The methodology should contain details pertaining to how the patches are made available to the system till the complete application of the patch.
11.18 The Bidder should notify the O&M support personnel of all critical/emergency patches that needs to be applied to the system as soon as possible