H49020

Help Desk Manual

Overview & Processes

Rev A. 04/12

Hughes Network Systems Knowledge Base Team 11717 Exploration Lane Germantown, MD 20876 301-428-5500

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Help Desk Manual H49020 (10/12)

Table of Contents
Table of Contents ...............................................................................................................................2 Reference ..........................................................................................................................................3 Hughes Prioprietary Notice ................................................................................................................4 I. General Information ...................................................................................................................6

Scope and Purpose.................................................................................................................................... 6 Hughes Operations Organization .............................................................................................................. 6 II. Customer Support ......................................................................................................................8 Hughes Customer Service Help Desk ........................................................................................................ 8 Reporting Problems to the Hughes Customer Service Help Desk via the Internet................................... 8 Escalating Customer Support Issues ......................................................................................................... 9 Contacting the Help Desk by Phone ................................................................................................... 10 III. National NOC Operations.......................................................................................................... 12 Monthly Maintenance Windows, Emergency, and Miniwindow Maintenance Notifications On HughesMaintained NOC...................................................................................................................................... 12 MaintenanceWindow Notification.......................................................................................................... 13 Change Type Definitions ......................................................................................................................... 13 Emergency and Non-Emergency Change Requests ................................................................................ 13 IV. Change Policy ........................................................................................................................... 16 7-Day window REQUEST Requirement ............................................................................................... 16 10-Day Maintenance windows REQUEST ........................................................................................... 16 National NOC escalation policies ............................................................................................................ 17 V. Installation Support and Escalation Procedures ......................................................................... 19 Escalation Contacts Normal Hughes Office Hours (m-f, 8:00 am to 5:00 pm, EST) ............................. 19 Escalations During Off Hours .................................................................................................................. 20 Escalation Contacts OFF Hours (m-f, 5:00 pm to 8:00 am, EST and weekends) .............................. 20 Installation Escalation Description .......................................................................................................... 21 Moves, Adds, Changes (MAC) and Rollout Escalations ...................................................................... 21 Field Service Handoff to Install ............................................................................................................... 22 Field Service Escalation Procedure ..................................................................................................... 23 VI. Reporting ................................................................................................................................. 29 Monthly Reports to the Customer (For Enterprise Customers Only) ..................................................... 29 Monthly Availability Analysis % in Bar Chart Format.......................................................................... 29 Outage Analysis Detail Report ............................................................................................................ 29 Remote Outage Analysis ..................................................................................................................... 30 Trouble Tickets .................................................................................................................................... 30 Master Site List Summary ................................................................................................................... 30 Master Site List ................................................................................................................................... 30 Newly Commissioned Sites List........................................................................................................... 30 Customer Remote Service Performance Summary ............................................................................ 30 Remote Maintenance Field Service Metrics ....................................................................................... 31

Help Desk Manual H49020 (10/12)

Reference
Tables Table 1 - Hughes Managed Operations Help Desk Contacts ...................................................................... 10 Table 2 - Escalation Contacts ...................................................................................................................... 17 Table 3 - Escalation Contacts - Normal Hughes Office Hours .................................................................... 19 Table 4 - Regional Installation Managers ................................................................................................... 20 Table 5 - Installation Management Contact Numbers................................................................................ 20

Figures Figure 2 - Field Engineer Support................................................................................................................ 23 Figure 3 - Remote Escalation Flowchart ..................................................................................................... 24 Figure 4- Repair Time Flowchart ................................................................................................................. 25 Figure 5 - Chronic Site Flowchart ................................................................................................................ 26 Figure 6 - Regional Map .............................................................................................................................. 21 Figure 1 - Hot Hand-Off Process Change Policy for Hughes Maintenance NOC ........................................ 27

Help Desk Manual H49020 (10/12)

Hughes Prioprietary Notice

PROPRIETARY NOTICE

All rights reserved. This publication and its contents are proprietary to Hughes Network Systems, LLC. No part of this publication may be reproduced in any form or by any means without the written permission of Hughes Network Systems, LLC, 11717 Exploration Lane, Germantown, Maryland 20876. HUGHES, HughesNet, IPoS, SPACEWAY, AIReach, Broadband Unbound, and Connect to the future are trademarks of Hughes Network Systems, LLC. All other trademarks are the property of their respective owners.

Copyright 2008, 2011 Hughes Network Systems, LLC

General Information

General Information

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I.

General Information

Scope and Purpose

Hughes Network Systems, LLC (Hughes) Customer Service provides their customers with the Customer Help Desk Manual, which describes the service and support structure available through Hughes. The Customer Help Desk Manual provides your help desk with a quick reference tool that allows your help desk to respond quickly to requests from your end users.

Hughes Operations Organization

Hughes Operations Organization continues to improve consistently every year, especially with its operations and notification procedures. The Operations organization was created by Hughes to provide a centralized organization available during normal business and off-hours. The Operations group improves the Hughes response and eliminates any unnecessary phone calls. In an effort to provide more effective service, the Hughes Operations group is available during off-hours including weekday nights and weekends. The Enterprise Support Center (ESC) at 800-788-6000 is the first point of contact in the case of a remote reset, network outage, or any activity necessary for escalations. ESC verifies Tier 1 troubleshooting that has been completed, and then depending on transport, ESC attempt a resolution. For terrestrial support, ESC will reach out to the NAP. ESC will then update the ticket accordingly. Suspected network outages can be reported to the ESC. Upon confirmation of a network issue the call is warm-transferred to the National NOC. The National NOC evaluates the reported outage and performs initial problem investigation and repairs as appropriate. If required, the National NOC escalates issues in accordance with the procedures contained in Section 5. The notification procedure remains the same during off-hours. Updates are passed along to the affected customer and the Program Manager as available. The Operations Duty Manager is the first escalation point of contact. If the Duty Manager is not available, the NNOC supervisor or AVP of Network Operations is advised of the situation. In all cases, it is the policy of the Hughes Operations group that all events that affect normal operations are reported and monitored throughout the Operations Management group until resolved. Escalations for critical and noncritical problems are reported in accordance with the procedures contained in Section 2.0.

General Information

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Customer Support

Customer Support

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Help Desk Manual H49020 (10/12)

II.

Customer Support

Hughes Customer Service Help Desk

The Enterprise Support Center (ESC) is the centralized technical help desk operation for Hughes Technical Support. Technical assistance is available 24 hours a day, 7 days a week. We recommend that remote problems/status updates be reported/viewed via a Web access page, the Customer Gateway at customergateway.hns.com (see Section 1.3). The Hughes Customer Service Help Desk handles reports of all remote site problems; trouble tickets, field service dispatches, Web page issues, and network issues. If the situation warrants, the Hughes Customer Service Help Desk will escalate a problem to the next technical level for resolution. The Hughes Customer Service Help Desks efforts are concentrated on diagnosing and resolving remote problems. Reports of network issues are evaluated and escalated to the National Network Operations Center (NOC) for problem isolation and resolution. The National NOC is responsible for network troubleshooting, database changes, and providing remote installation support, as required.

Reporting Problems to the Hughes Customer Service Help Desk via the Internet
The Hughes Customer Service Help Desk supports a Web-based support application that allows the user to report and track a remote issue or remote failure from initial report through final resolution. Questions regarding the operation of the Web support page or requests for access to the web-based support application are obtained by contacting the Program Manager with the name, title, e-mail address, and telephone number of each individual user. Once the logins have been created, any additional login requests can be submitted by the customer from the login screen on the Customer Gateway. Note: Remote trouble reports received via the Customer Gateway are processed in exactly the same manner as phone calls. When reporting a problem for a remote site via the Customer Gateway, note that fields in red are mandatory fields that require data entry. The Web page is used to confirm site addresses and site contact information. The site address and site contact information can be updated via the Customer Gateway. Maintaining up-to-date site information ensures that prompt service is provided. Hughes ticket numbers are automatically displayed on the Customer Gateway following the processing of the ticket by the ESC technician. Online documentation on the use and features of the Customer Gateway are accessed by selecting Documents and Technical Info from the main menu option, then select Reports by Category and then select Customer Gateway training. Customer Support Page 8

Help Desk Manual H49020 (10/12)

Escalating Customer Support Issues

If you are escalating an issue regarding a single ticket, use the following procedure Log into the Customer Gateway Open up the ticket that you have an issue with Navigate to the Notes section. Add a note with Note type Customer Escalation.

This will create an escalation to the Call center management team and supervisor and the issue will be responded to within 30 minutes. If you are escalating an issue regarding an interaction with an agent, use the following procedure Log into the Customer Gateway Click on the menu option Customer Gateway Feedback Add a feedback of type ESC Feedback This will create an escalation to the Call center management team and supervisor and the issue will be responded to within 30 minutes.

Customer Support

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Contacting the Help Desk by Phone

Hughes Managed Operations Title Enterprise Customers VAR Customers Customer Specific Contact Name Telephone 1800-788-6000 1-866-889-3234 Use customer specific Help Desk number Sindhu Rajan Demetric Anamateros Dilbag Johal 301-428-5912 301-428-5695 Contact Hughes Customer Service Help Desk Contact Hughes Customer Service Help Desk

Sr Director, Enterprise Support Services Assistant Vice President, Customer Service Vice President, Program Managers

Senior Vice President, Hughes Network Services

Dave Zatloukal

Table 1 - Hughes Managed Operations Help Desk Contacts

Customer Support

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National NOC Operations

National NOC Operations

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III.

National NOC Operations

Monthly Maintenance Windows, Emergency, and Miniwindow Maintenance Notifications On Hughes-Maintained NOC
In order to sustain the level of service your network requires, Hughes performs prearranged inspections on the National NOC facility earth stations once a month. The monthly inspection is conducted on the second Sunday of the month unless it falls on or is followed by a holiday. During these standard service windows, Hughes performs a variety of tasks ranging from troubleshooting, replacing hardware, or upgrading software. Outages may occur for a few minutes at a time, depending on the task performed. Windows to correct emergency situations are scheduled at any time. The customer is notified in advance when possible. Note: The Maintenance Inspection Window schedule is posted on the Customer Gateway, customergateway.hns.com. Access to the Customer Gateway is provided by submitting a request to the assigned Program Manager with the following information:

Name Phone number E-mail address Company Position

Emergency maintenance windows are maintenance windows that are not prescheduled. The emergency maintenance windows are conducted to effect repairs. The customer is notified prior to the emergency maintenance window. Monthly Maintenance Windows are conducted as follows:

The National NOC is provided a maintenance window each month in which to perform system maintenance. These maintenance windows are conducted according to the published schedule, a copy of which is found on the Customer Gateway. In addition, the following rules/standards are followed:

Thirty to forty-five days prior to any scheduled software upgrade or new release of software, the assigned Network Engineer works with the customer(s) to allow them to test the features of the software upgrade. All maintenance to the RFT antennas, power upgrades, or calibration is performed during a maintenance window. If it is not possible to schedule this work during a maintenance window, it is scheduled at a date and time to have minimum impact on the customers belonging to the affected network group. (This is referred to as a miniwindow.) Change requests, other than Configuration Change Requests (CCRs) are submitted to the Program Manager via a Change Request form.

National NOC Operations

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Help Desk Manual H49020 (10/12)

Due to the nature of Configuration Change Requests, they are typically not subject to maintenance window standards. For more information regarding CCR requests and implementation, refer to Section 4.3.1 of this manual. Configuration changes in the National NOC are treated as changes and proceed according to standard maintenance window/change procedures and guidelines. Notifications regarding activities taking place during the maintenance window are sent to the e-mail address recorded in the customers information file at Hughes. In addition, a ticket is posted on the Customer Gateway when a notification is sent. Amplifying information may be available via the Web site. When the maintenance window is completed (closed), a notification is sent and the ticket posted on the Customer Gateway.

MaintenanceWindow Notification
Customer(s) will be advised of the following:

At least seven days in advance of a maintenance window. Prior to the start and at the completion of the maintenance window Seven days in advance of a mini-release. Thirty days in advance of a general release. Hughes will notify customers of a planned interruption in service at least 24 hours prior to the planned outage.

Change Type Definitions

Emergency: Changes to resolve an event that has caused or could cause interruptions of service is implemented as soon as possible. Non-Emergency: Changes required to improve performance or correct minor issues are implemented in the next regularly-scheduled maintenance window. This includes scheduled upgrades.

Emergency and Non-Emergency Change Requests

Emergency change requests are submitted when it is determined that an event has or could possibly cause an interruption of service. These change requests are subject to the standard change control process as implemented for an emergency situation. This means that the duration of the review and approval process (but not the process itself) is abbreviated to meet the needs of the situation.

National NOC Operations

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Help Desk Manual H49020 (10/12)

Non-emergency change requests are received during the normal monthly cycle for maintenance window activities. Some changes may require up to five months of advance planning. The Program Manager and Network Engineer will lead these planning and testing activities.

National NOC Operations

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Change Policy

Change Policy

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IV.

Change Policy

Configuration changes allow customers to meet their needs as their network continues to grow. Customers individual remote and remote port configurations are stored in the Hughes databases. Some changes, such as adding a new remote, are totally transparent to users and can be made at any time by the operators. Other changes, such as changing the protocol supported on a gateway can interrupt the traffic of all users on the gateway. These changes are normally made during a miniwindow or Maintenance Window after scheduling the event with the affected customer(s). There are changes, such as adding new inroutes to a network, that can cause all remotes to reset and download new code. These changes are scheduled with the customer(s) well in advance and are implemented during the monthly Maintenance Window. All changes require Change Control Board review and approval. 7-Day window REQUEST Requirement Changes that affect traffic require approval from Hughes Operations management and appropriate Hughes engineering representatives (inroute usage, IP Gateway resets, sizing changes, etc.). These are scheduled after receipt of the request, if and only if the changes will not impact other National NOC operational traffic, i.e., the requested changes only impact the requesters network. 10-Day Maintenance windows REQUEST Changes that affect more than 5% of a customers remote sites or more than one customer have at least 10 days notice prior to the Maintenance Window. This includes, but is not limited to IPGW resets, software changes, new releases, etc. Configuration Change Requests (CCR) Configuration changes are requested through the Customer Gateway. The user can select the Configuration Change option under the Remote Case Management option, identify the site the change is to be performed on, and then describe the requested change. Note: All configuration changes should be submitted at least 24 hours prior to the requested time and date of the change. The National NOC Manager schedules all changes. Change Request Fee Once a site is operational on the National NOC and a change is requested and implemented, a site fee is levied by the Program Manager, in accordance with contract provisions and is billed with the National NOC services invoice.

Change Policy

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Help Desk Manual H49020 (10/12)

National NOC escalation policies

The National NOC escalation policies provide a communication path for Hughes Customer Service and Operations to solve network problems. In the event that traffic is not interrupted and the customer agrees on the status, a National NOC noncritical problem notification procedure is followed. However, if traffic is interrupted and/or there is a disagreement on the status, the National NOC critical problem notification procedure is followed. Please remember the following steps:

In the event of a problem, affected customers are notified immediately. When a problem is observed or reported, a Network Management ticket is opened and subsequent status entries displayed on the Customer Gateway under the Network Management menu option when available. Hughes provides customers with status reports. Verbal updates are provided for critical outages and through the Program Manager when multiple customers are involved. Status entries are also displayed on the Customer Gateway under the Network Management menu option. The ticket through the Customer gateway is updated later and made visible when approved. On the next business day, the details of an outage are investigated and a post mortem (for network outages only) prepared. This post mortem is submitted to the Program Manager for review and approval. Once the Program Manager releases the post mortem, it is provided to the customer and posted to the outage ticket in a form viewable by the customer on the Customer Gateway. Critical problems that cannot be resolved within 15 minutes are escalated. Escalation policies can be used for network or remote service problems the customer is experiencing. All requests for escalations related to network or remote issues are submitted to the Hughes Customer Service Help Desk. The Hughes Customer Service Help Desk escalates the request through all appropriate channels.

Table 2 - Escalation Contacts ESCALATION CONTACTS Hughes Managed OPERATIONS Title Sr. Director, National NOC Operations Senior Vice President Contact Name Theresa Ganal Telephone Contact Hughes Customer Service Help Desk

Bob Buschman

Contact Hughes Customer Service Help Desk

Change Policy

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Installation Support , Field Support and Escalation Procedures

Installation Support , Field Support and Escalation Procedures

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V.

Installation Support and Escalation Procedures

If installation information is required or an issue requires escalation during Hughes office hours (Monday through Friday, 8:00 am to 5:00 pm, EST) please follow the contact chain noted below: 1. For initial rollout or noncritical post rollout (MAC) installation activity information, first check the Customer Gateway for the required information. 2. For information needed on a specific site that is time critical, contact the Hughes Order Administrator assigned to your account. This person acts as a central point of contact for installation issues. 3. If the Hughes Order Administrator is unavailable, escalate to the OAD, Hughes Order Administrator Director. The contact numbers are listed below. 4. If the OAD is unavailable, please contact the EID, Enterprise Installation Director. The contact information is provided below. 5. If unable to resolve the issue by following steps 1 through 4, please contact the Senior Director of Implementation Services. The contact numbers are provided below.

Escalation Contacts Normal Hughes Office Hours (m-f, 8:00 am to 5:00 pm, EST)
The name and contact number of your assigned OA is provided by your Hughes Program Manager. You may also contact the OAD at anytime. Table 3 - Escalation Contacts - Normal Hughes Office Hours Title Order Administration Director, OAD Enterprise Installation Director, EID Senior Director, Implementation Services Name Greg Fronda Ray Van Meter Andrea Dudrow Office 301-601-2660 858-452-4749 301-428-5779 Cell 301-536-1336 858-663-8426 301-674-0361

Installation Support , Field Support and Escalation Procedures

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Help Desk Manual H49020 (10/12)

Escalations During Off Hours

If critical installation information is required or an issue requires escalation when Hughes offices are closed (5:00 pm to 8:00 am, EST and weekends), please follow the contact chain noted below: 1. For initial rollout or noncritical post rollout (MAC) installation activity information, first check the Customer Gateway for the required information. 2. Contact the regional IM, Hughes Installation Manager, for the region where the site is located. The regional map and contact numbers are provided below. 3. If you are unable to contact the Regional IM, try contacting any of the other IMs or contact the Enterprise Installation Director (EID). Contact information is provided below. 4. If you are unable to contact the EID, please escalate to the OAD, Hughes Order Administrator Director. The contact numbers are listed below. 5. If you are unable to resolve your issue by following steps 1 through 4 above, please contact the Senior Director of Implementation Services. The contact number is provided below.

Escalation Contacts OFF Hours (m-f, 5:00 pm to 8:00 am, EST and weekends) 1. The Regional Installation Manager for the region in which the site is located (see following map and contact numbers).

Table 4 - Regional Installation Managers Regional Manager W01 E01 C01 Last Maybaum Cronk Griffee Bob Meghan First Scott Office # 858-452-4623 301-601-2675 301-428-5957 Cell # 760-250-1442 301-252-2384 813-389-1379

2. Installation Management Contact Numbers:

Table 5 - Installation Management Contact Numbers Installation Management Enterprise Installation Director Order Administration Director Senior Installation Director Last Van Meter Ray Fronda Dudrow Greg Andrea First Office # 858-452-4749 301-601-2660 301-428-5779 Cell # 858-663-8426 301-536-1336 301-674-0361

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Help Desk Manual H49020 (10/12)

Figure 1 - Regional Map

Installation Escalation Description

Moves, Adds, Changes (MAC) and Rollout Escalations Customer has a nontechnical issue, relating to the installation or the installation process. The problem is NOT technical in nature, involves NO technical troubleshooting to identify and resolve equipment failures, system performance, or network problems. Call relates to:

The sites installation schedule. Installer performance, behavior, or appearance. The quality and or aesthetics of the install. Damage, the caller believes, was caused by the installer.

Customer shall utilize their assigned Order Administrator or the escalation paths in Installation and Escalation Procedure section. Installation Support , Field Support and Escalation Procedures Page 21

Help Desk Manual H49020 (10/12)

Field Service Handoff to Install

In some cases, a Hughes Field Service Technician (World Wide Technical Services) cannot perform the required repairs and asks that a Hughes installer assist or perform the required repairs. Examples are reinstallation, dish moves, dish upgrades, and complex cable runs. The on-site Field Service Technician determines that the repair requires tools or equipment not normally carried by the repair technician, or the scope of the repair is beyond that normally performed by a repair technician (ie. Mac Activity, Re-Install needed due to site work or damage). This situation is usually documented via a Problem Site Report (PSR) with photos that are provided to the Hughes Tech Support Engineer who then works with the Installation Services team to provide final resolution. When received, the Installation Services team issues an order that is visible via the Customer Gateway and schedules appropriate installation resources to effect repairs. Questions related to installation and repair activity in the Customer Gateway can be directed to the assigned order administrator. At the point of confirmed hand-off to the install team, the initial dispatch ticket is closed with an entry under the fix description of the hand-off to install.

Installation Support , Field Support and Escalation Procedures

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Help Desk Manual H49020 (10/12) Field Service Escalation Procedure

Hughes Internal Escalation

Figure 2 - Field Engineer Support

Installation Support , Field Support and Escalation Procedures

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Help Desk Manual H49020 (10/12)

ARRIVE TIME IS FSE ONSITE? HAS 30 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES IS FSE ONSITE?

NO

NOTE: HAS 75 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES HAS 105 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES INFORMS THE HUGHES DISPATCH SUPERVISOR ANY TIME THE CSE WAS ONSITE BUT DID NOT REPORT IN

NO

NO

CONTACT THE H.E.A.T. TEAM FOR MISSED ETA

CONTACT THE H.E.A.T. TEAM FOR ESCALATION TO DM FOR MISSED ETA) IS FIELD SERVICE ENGINEER (FSE) ONSITE ?

CALL THE HUGHES WWTS MANAGER

IS FSE ONSITE ?

HAS 120 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES

NO

NO

HAS 60 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES HAS 90 MINUTES ELAPSED BETWEEN ETA & ONSITE NOTIFICATION ? YES CONTACT THE H.E.A.T. TEAM FOR ESCALATION TO ASM FOR MISSED ETA

CALL THE RESPONSIBLE HUGHES FIELD SERVICE Director of OPERATIONS NO

CONTACT THE H.E.A.T. TEAM FOR ESCALATION TO DoS FOR MISSED ETA

G-29179 V 04/04/07

Figure 3 - Remote Escalation Flowchart

Installation Support , Field Support and Escalation Procedures

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Help Desk Manual H49020 (10/12)

REPAIR TIME

REPAIR TIME SHOULD AVERAGE < = 3 HOURS

If no progress is made: FSE CONTACTS TECH SUPPORT ENGINEER AT 2 HOURS OF BEING ONSITE HAS 6 HOURS OF ONSITE TIME ELAPSED ? NO

YES

HAS 4 HOURS OF ONSITE TIME ELAPSED ?

NO

CALL RESPONSIBLE HUGHES FIELD SERVICE OPERATIONS MANAGER

YES

YES

CALL RESPONSIBLE HUGHES FIELD ENGINEER SUPPORT

A DETERMINATION IS MADE WHETHER TO DISPATCH A HUGHES FIELD ENGINEER TO THE SITE TO ASSIST THE FSE & TSE

G-29181 V 04/04/07

Figure 4- Repair Time Flowchart

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Help Desk Manual H49020 (10/12)

CHRONIC SITE 3rd OR MORE CALL

For same issue: A CHRONIC SITE IS DEFINED AS: 3 OR MORE SERVICE CALLS WITHIN 30 DAYS OR 2 OR MORE IN 7 DAYS

NOTIFY CALL RECEIVER OF CHRONIC STATUS WHEN PLACING SERVICE CALL

RELAY ALL PERTINENT DATA FROM PREVIOUS CALLS

NOTIFY THE RESPONSIBLE HUGHES FIELD ENGINEER

THE HUGHES FIELD ENGINEER WILL MONITOR ACTIVITIES OF THE CALL AND DIRECT ACTIONS OF THE FSE & TSE

THE CALL IS MONITORED TO COMPLETION. INTERNAL HUGHES ESCALATION(S) TAKES PLACE AS REQUIRED

Field Tech performs Chronic check list

G-29180 V 04/04/07

Figure 5 - Chronic Site Flowchart

Installation Support , Field Support and Escalation Procedures

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Help Desk Manual H49020 (10/12)

Dispatch opened and processed to Field Service Provider

PSR submission and Hot Hand-Off process

FSR contacts site and confirms arrival

Definitions: FSR = Field Service Representative (field tech) Qualxserv TSE = Qualxserv Tech Support Engineer Hughes TSE = Hughes Tech Support Engineer

Troubleshooting of issue and service restoral

Duration of events: Site hard down = same day actions thru hand-off to Installation team for expedited Repair Order assignment

Was transport operation service able to be restored? Yes

No

FSR Escalation to Qualxserv TSE for assistance

Is site hard down?

No

Qualxserv Tech Support reviews PSR from FSR and if approved submits to Hughes TSE

Yes Phone call from Qualxserv TSE to Hughes TSE for assistance (no voicemail to be left)

Verification / sign-off source contacted

Hughes TSE reviews PSR and advises Qualxserv TSE of next steps

Was service restored No Full operation verified Yes Hughes TSE contacts Regional Install Mgr for expedited order to be issued in Vantive No

No Yes

Qualxserv to continue to work site? Yes

Additional instructions provided by Hughes TSE

Expedited FSO issued to Installers for repairs to be implemented

Hughes TSE advises Qaulxserv TSE to close their call

Dispatch ticket closed with repair actions taken or note of hand-off completed back to Hughes Install

Figure 6 - Hot Hand-Off Process Change Policy for Hughes Maintenance NOC

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Reporting

Reporting

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VI.

Reporting

Monthly Reports to the Customer (For Enterprise Customers Only)

Monthly customer reports provide detailed information and analysis regarding aspects of your VSAT network and its performance. Each month a report package will be posted to the Customer Gateway consisting of:
Report Monthly availability analysis % in bar chart format Outage analysis detail report Remote outage analysis percentage report Master site list summary Master site list report Newly commissioned sites list Customer remote service performance summary Remote maintenance field services metrics Customer Installs National Network X X X X X X X X X X X X Dedicated

This report package, which is compiled from Hughes in-house database, is posted within the first 10 days of each month. The following paragraphs contain a detailed description of the monthly report components. Monthly Availability Analysis % in Bar Chart Format This report is a bar graph that shows a sliding 12-month breakdown of the hub, remote, and network availability (weighted mean average). A line of data at the bottom of the columns shows the number of active sites recorded in the CRM database. Note: Count discrepancies should be reported to the assigned Program Manager. Outage Analysis Detail Report This report contains trouble ticket breakdown with Case ID, Site ID, Reported Problem, Resolution Code, Resolution Description, Covered Hours, Elapsed Hours, Outage Time, % of Service Lost, Non Available Hours, Date Resolved and Date Opened. The outage analysis detail and outage analysis percentage report from the Hughes Ticket System database allows you to view the breakdown by problem, date and time the trouble ticket was opened, date and time it was closed, site number, who the problem was assigned to, and the covered and elapsed hours. Outage analysis by site lists each site that had an outage during the reporting month. Reporting Page 29

Help Desk Manual H49020 (10/12) Remote Outage Analysis This analysis includes a breakdown of the trouble tickets for the reporting month, by cause, in the form of a color pie chart. In addition to the total number of sites in your network, the MTTR for both clock and actual outage period are provided at the bottom of the page Trouble Tickets Actual trouble tickets from Hughes CRM Ticket System database are available through the Customer Gateway. Tickets can be selected for viewing on the Case Search screen using such selections as date ranges and case status. Categories of tickets can be selected for viewing or printing from the Problem Status screen. The various categories include Open, Hold, Pending, Closed, or (All). Any of the categories can be selected with a specific date range specified. Any ticket that can be viewed can be printed using the Print Frame capability under the File Selection. Master Site List Summary This summary provides a count of the total number of sites broken down by Active Sites, Inactive Sites, Not Yet Commissioned Sites, Decommissioned Sites, Decommissions in Progress, Installations in Progress, and the Total # of Sites. This report is produced at the beginning of the month as well as mid-month to accommodate customer billing cycles. Master Site List This list contains a listing of all customer-commissioned sites to date. This information comes from data gathered by Hughes CRM Ticket System database. This list is sorted by site ID number and includes the following fields: Site ID, Site Status, location name, Site address, City, State, ZIP code, Primary contact name, Primary phone number, Date created, Adapter model, NOC, Commission date, and Decommission date. This report is produced at the beginning of the month as well as mid-month to accommodate customer billing cycles. Newly Commissioned Sites List This list shows all the sites that were commissioned during the reporting month. The information, which is gathered through Hughes database, lists the site ID number and includes the following fields: location name, site address, city, state, contact name and phone number, commission date, type of unit installed, and the National NOC facility on which the site is supported. Customer Remote Service Performance Summary This summary lists the total number of commissioned sites to date, total number of decommissioned sites to date, total number of active sites at the end of the reporting month, total available hours (for remote network), total non-available hours (for remote network), Mean-time between maintenance activity (remote network), remote availability without rain fade, percent of tickets requiring remote dispatches, and percent of tickets not requiring dispatch. In addition, the report includes a table that displays a breakdown of the trouble tickets for the reporting month by cause area, total count by cause area, % of cause of breakdown by area, hours of outage by area, and the average outage time by breakdown area.

Reporting

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Help Desk Manual H49020 (10/12) Remote Maintenance Field Service Metrics These metrics contain the Number of Sites, Contract Calls, Monthly Contract Call Rate, First Call Fixed, % of First Call Completion, Dispatches Meeting Response Time, Dispatches Meeting Restore Time, Average Response Time (Hrs), % of Response Time Within Target, Average Restoral Time (Hrs), % of Restoral time within Target, Calls Open > 24 hrs, Calls Open > 48 hrs, % of Calls Open > 24 Hrs, and % of Calls Open > 48 Hrs.

Reporting

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