2015
Global Services
Reference Guide
LIFECYCLE SERVICES
ARRIS Global Services • www.arris.com/services
With over 850 technical professionals in over 40 countries, ARRIS Global Services helps service provid-ers grow their business by getting to market faster, reducing operating expenses, streamlining operations and ensuring high service availability. We specialize in data and video networks and applications, IP and HFC infrastructure, and the consumer experience. We provide lifecycle services to help operators plan, design, implement and operate their networks and business processes. Our customers choose us to maximize the ROI on their network investments, get to market faster with new services while limiting the risk of operational challenges, to outsource critical aspects of their business operations and to define and integrate complex, vendor neutral solutions.
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FOCUS AREAS
Without limiting what we can and are available to do, these are the areas where we are focusing our resources. Each focus area draws on our broad menu of Service Capabilities to provide solutions to operators in a particular area of their business evolution.
Technical Services - Intensely focused expertise for rapid resolution of technical issues with our products and their operation. Factory-quality repairs with response times tailored to the operators requirements. Robust documentation and training offered in a variety of formats.
Network Design & Deployment Services - Help design, implement and optimize new technologies and decommission and recapture value from replaced technologies.
Solution Design, Test, Deployment - System design, multivendor integration and testing, scaling and lifecycle management of complex, multivendor solutions for advertising, nDVR, CDN, CPE/UI validation and multi-screen enablement.
Strategic Outsourcing - Managing and performing a functional activity or business process (typically non-strategic) that would normally be executed by operator in-house personnel. Onshore and offshore capabilities.
Wi-Fi - Designing and deploying Wi-Fi in a broad range of settings -from hospitality to large-scale metro Wi-Fi networks, including development of solutions associated with network access and policy control.
SERVICES CAPABILITIES
ARRIS Global Services • www.arris.com/services
We draw on a wide array of service capabilities to deliver projects on time and in budget.
Configuration – Developing site-specific configuration of network elements for new installations.
Custom Software – Developing custom functionality to meet specific operator market requirements.
Day 2 Services – Services and knowledge that helps opera-tors proactively manage and optimize their networks. Decommissioning – Managing the removal of network ele-ments from service and eventual disposition of those assets – whether repurposed, remarketed or recycled.
Documentation – Publishing clear, concise and accurate materials to support the deployment, maintenance and day-to-day use of network elements and solutions.
Installation – Physical installation of network elements and systems.
ISP Design – Designing or redesigning the inside plant to add service offerings and/or additional clients to a service area.
Densification – Improving utilization of existing space and power infrastructure with high density “PODs” that are custom Planned and designed, built Off-site, Delivered and integrated.
Knowledge Services – Providing classroom, remote or on-site training to equip personnel to deploy, maintain and operate network elements and solutions. Technical publications.
Logistics – Managing materials flow and logistics to worksites, including ordering, stocking, kitting, delivery, and reverse logistics.
Network Audit – Surveying and auditing of all network elements including strand walkout, RF as-builts, fiber route and enclosure audit, address audit and collection.
Network Documentation –Documentation of Network Audit findings.
Network Optimization – Analyzing and developing rec-ommendations and applying changes to device and network configurations for cost-effective performance improvement. Network Planning – Detailed engineering of network solutions for voice, video, data and wireless, optimized for seamless deployment.
SERVICES CAPABILITIES
Operational Consulting – Assessing current operations and developing recommendations to improve cost and performance of key business processes.
Operational Playbooks - Developing a single, multi-ven-dor “go to” resource for the operations and maintenance of all plant equipment in a system, to system specifications. OSP Design – Designing or redesigning the outside plant to add service offerings and/or additional clients to a service area.
Program Management – Managing and controlling project constraints to ensure project plans are implemented within scope, schedule and budget.
Solution Design, Development, and Integration – Turnkey design, development, deployment and integration of multi-vendor solutions to meet market/service require-ments.
Solution Lifecycle Management – Managing and exe-cuting the regular maintenance, upgrades, optimization, and reconfiguration of a network solution from inception to end-of-life.
Strategic Outsourcing – (Managed Services) Managing and performing a functional activity or business process (typically non-strategic) that would normally be executed by operator in-house personnel.
Technical Consulting – Developing a strategy and plans to migrate network infrastructure to support long term techni-cal innovations.
Technical Support – Providing the right level of techni-cal expertise to resolve any issues that arise with ARRIS solutions. Providing factory-level repairs and repair-related services like kitting and upgrades.
Turn Up and Test – Powering-up and verifying the configu-ration of newly deployed network elements and systems. Interoperability and Validation Lab Services – Testing and procedure development for new technology in a con-trolled environment on an operator-specific configuration. Wi-Fi Design and Deployment – Design, engineering, network integration, construction management, quality assurance and acceptance testing of Wi-Fi networks
PROFESSIONAL
SERVICES EXPERIENCE
ARRIS Global Services • www.arris.com/services
Over 7,000+ Professional Services
engagements including:
• 50+ operational playbooks
• 50+ partners for integration and
service delivery
• 150+ Systems Integration
engagements
• 200+ service offerings
• 6,000+ edge data and video devices
deployed
• 7500+ Wi-Fi Access Points designed
• 175,000+ pieces of equipment
decommissioned
• 1,000,000+ hours of staff
augmentation
• 3,000,000+ miles of HFC plant
designed
DAY 2 SERVICES
After deploying ARRIS products, Day 2 Services enhance our World Class technical support and add additional value by providing services and knowledge to help operators proactively manage and optimize their network. These services include:
Performance Improvement Programs - The Baseline service provides for the routine maintenance and fine tuning of deployed systems. The Advanced service, with Service Analytics, assesses the health and performance of the system and provides recommendations for optimization of the product in the network.
Mentoring Programs -With two levels of involvement, these services are intended to help develop key
contributors - Mentees - in the operator organization by matching them with product category expert Mentors for an extended period of time.
Staff Augmentation Services - Allows the operator to complement his workforce with tailored expertise in areas like wiring, headend/hub maintenance, DC power-ing, CER/CMTS troubleshooting and advanced support, Wi-Fi engineering, ad insertion, CCAP architecture and specific ARRIS platform expertise for Optronics, HFC, Edge QAM, SDV/VOD, DAC/STB, video processing, video compression and ad insertion.
Engineering Assistance - Provides remote engineer-ing support for services over and above the operator’s standard support agreement, to assist the operator with design, configuration and other operational challenges. Multiplatform Automated Backup System - Provides automation, reliability and security advantages over existing, tape-based backup methods for DAC and other systems.
TECHNICAL SERVICES
CONTRACTS
ARRIS Global Services • www.arris.com/support
ARRIS offers intensely focused expertise for rapid resolution of technical issues with ARRIS products and their operation in the network. Our commitment to service excellence is built on a heritage of providing carrier-grade (“five 9’s”) products and service delivery. Technical support is provided by committed and highly trained professionals with years of experience, backed up by state of the art local support centers, test labs and deep access to product engineering and design resources.
Support Contracts Include: • 24/7 multi-tier support
• Help available when needed.
• Direct access to engineers and developers for deep technical support when required. • Customer portal access:
• Request assistance • View existing cases • Review prior cases
• Access extensive knowledge base of trouble-shooting and operational topics
• Software updates
• Bug fixes pushed out as soon as available • Software upgrades
• Ensure timely implementation of the latest software improvements for optimal network performance
• Clear escalation path for critical issue visibility • Various repair options available
TECHNICAL SERVICES
CONTRACTS
Support Contracts Available: • Support:
• Standard Support Agreement, includes: • 24/7 support
• Customer portal access • Software updates • Software upgrades • Repair:
• Next Business Day Ship (NBDS)
• After opening an RMA with ARRIS a functionally equivalent unit is shipped by the next business day. Upon receipt the defective unit is returned to ARRIS. • Extended Warranty
• After opening an RMA with ARRIS a functionally equivalent unit is shipped within 30 days (US & Canada) or 45 days (international) of receipt of the
defective unit.
• Other repair service levels available – e.g. next day delivery, 10 day delivery, 4 hour replacement (in available markets).
KNOWLEDGE SERVICES
ARRIS Global Services • www.arris.com/training
We focus on the knowledge needed to get the job done right. Our content developers and trainers work side-by-side with product development staff during the software lifecycle to acquire an in-depth knowledge of the ARRIS software and systems. We communicate the intricacies of the software with business owners and operators, and thereby enable them to realize the value of their investment in ARRIS products.
Documentation
ARRIS products include many of the following resources: • Getting started guides and product overviews • Deployment, installation, and configuration guides • User guides, operator guides, and online help • Administrative guides, integration guides, and
database documentation
• eBooks, web help, and hosted implementations • Translation and cloud delivery
ARRIS also has the capability and understanding to cus-tomize documentation to a particular implementation or create custom documents for integrations.
Technical Training
The Knowledge Services team offers comprehensive training for all ARRIS products and services.
Instructor-led courses incorporate lecture, hands-on, presentation by PowerPoint or HTML, printed course material, and open discussion; typically in a classroom/ lab atmosphere. Remote access to ARRIS lab equipment from the training location provides opportunity for hands on configuration and troubleshooting.
Curriculum includes all applications, which ensures that students are proficient using the tools and applications they will use in their everyday job duties. Instructor-led courses can be held at an ARRIS facility, or on site, whichever is most convenient.
KNOWLEDGE SERVICES
Web-based courses are available on our learning system, ARRIS Academy at academy.arris.com.
Web-based courses are economical and enable learners to take training anytime and anywhere.
We partner with our customers to prepare their workforce to use ARRIS products successfully to meet their business goals.
• Web-based • Instructor-led • Onsite
• Scripted, customer self-help videos for consumers • Remote Labs
• Mobile Learning • Virtual Instructor-led
ARRIS also has the capability and understanding to customize training to a particular implementation or create custom documents for integrations.
Internationalization
ARRIS Knowledge Services can internationalize training materials to fit most language needs.
Certification
The ARRIS Certified DOCSIS CMTS Operator certification enables service providers to ensure the currency of knowledge of their staff on essential DOSCIS technology as it relates to ARRIS CMTS operation. By earning an ARRIS certification, operators and technicians can enhance and demonstrate their knowledge in technology and product capability and operation.
