ETM® System Installation Certification Program

SecureLogix Corporation

Installation Certification Program

For

Deployment of the ETM® Platform

V2.0


July 2003

PROPRIETARY INFORMATION NOTICE / FREEDOM OF INFORMATION ACT (FOIA) NOTICE

THIS DOCUMENT CONTAINS TRADE SECRETS AND/OR PROPRIETARY, COMMERCIAL, OR FINANCIAL INFORMATION NOT GENERALLY AVAILABLE TO THE PUBLIC. IT IS CONSIDERED PRIVILEGED AND PROPRIETARY TO SECURELOGIX CORPORATION, AND IS SUBMITTED IN CONFIDENCE WITH THE UNDERSTANDING THAT ITS CONTENTS ARE SPECIFICALLY EXEMPTED FROM DISCLOSURE, AND SHALL NOT BE DISCLOSED BY THE RECIPIENT [WHETHER IT BE GOVERNMENT (FEDERAL, STATE, LOCAL, OR FOREIGN), PRIVATE INDUSTRY, OR NON-PROFIT ORGANIZATION], AND SHALL NOT BE DUPLICATED, USED, OR DISCLOSED IN WHOLE OR IN PART FOR ANY PURPOSE OTHER THAN TO EVALUATE THIS PROPOSAL, WITHOUT THE EXPRESS WRITTEN CONSENT OF SECURELOGIX CORPORATION OF SAN ANTONIO, TEXAS.


Prepared by:

Channel Management Group

13750 San Pedro Ave., Suite 230

San Antonio, Texas 78232

(210) 402-9669

(210) 402-6996 (Fax)

1

Program Management Group
SecureLogix Corporation
San Antonio, Texas / ETM, the ETM Emblem, TeleWall, TeleSweep Secure, TeleAudit, TeleView, TeleVPN, TeleIDS, TeleBridge, TeleWatch Secure, TWSA, SecureProfile, SecureSystem, SecureLogix, SecureLogix Corporation, and the SecureLogix Diamond Emblem are trademarks or registered trademarks of SecureLogix Corporation in the U.S.A. and other countries. All other trademarks mentioned herein are believed to be trademarks of their respective owners.
 Copyright 2002 SecureLogix Corporation. All Rights Reserved.
U.S. Patents No. US 6,249,575 B1, and US 6,320,948 B1. U.S. and Foreign Patents Pending.

ETM® System Installation Certification Program

TABLE OF CONTENTS

1.0Overview

1.1Vendor Identification

1.2Notice of PROPRIETARY INFORMATION

1.3Timeliness and Accuracy of Information

2.0Training & Certification Process

2.1Installation Environment Definitions

2.2Certification Levels and Pre-requisites

2.3Minimum Installation Crew Configuration

2.4Acceptance into ETM® System Installation Certification Program

2.5Certification Process

2.6Integration and Checkout

2.7Knowledge Dissemination

3.0Sub-Contracting Installations

3.1General Requirements

3.2Sub-Contracting Process

4.0Prime Contracting Installation Process

4.1Certifications

4.2Documentation and Customer Care

5.0Appendix A – Software, Tools and Test Equipment

5.1Minimum Required Software

5.2Minimum Required Tools and Test Equipment

1.0Overview

The SecureLogix Corporation (SLC) recognizes the need to standardize and document all critical processes. This document is used to describe the process to train and certify individuals on the installation of ETM® Systems. It is the second iteration of this document and outlines programs and processes that have matured over a four year time period.

1.1Vendor Identification

The SLC Channel Management Group, in close coordination with the Program Management Group, has prepared this publication and is responsible for its content and updates. The primary contacts for questions concerning this document are:

MANAGEMENTTECHNICALBUSINESS

Bob HuffmanJames RolfesTravis Hardegree

Director, Channel SalesChannel Sales EngineerChannel AE

SecureLogix CorporationAlliance Member CoordinatorSecureLogix Corporation

Voice: (210) 402-9669Voice: (210) 402-9669Voice: (210) 402-9669

Fax: (210) 402-6996Fax: (210) 402-6996Fax: (210) 402-6996

1.2Notice of PROPRIETARY INFORMATION

This document in its entirety contains proprietary data which shall not be disclosed by the recipient, except with the express written consent of SecureLogix Corporation, and must be handled in accordance with the FOIA notice set forth and herein incorporated on the title page of this document.

1.3Timeliness and Accuracy of Information

This document describes processes and procedures in use by SLC. Every effort has been made to insure the information contained herein is accurate at the time of publication. SLC reserves the right to change processes at any time prior to formal acceptance of a services agreement or contract.

2.0Training & Certification Process

The following section describes the training and certification process for ETM System installations.

2.1Installation Environment Definitions

ETM System installations will be characterized as belonging to one of two primary environments, ENV1 and ENV2. The SLC Systems Engineer will determine this categorization during the formal site survey. The installation environment category determines the type of Installation Technician required for the project. The environments are defined as:

ENV1 – Environment 1. PBX environment in which T-1/PRI connectivity is principally achieved via RJ-48C modular and DB15 serial connections into customer premise Channel Service Units or smart jacks and analog connectivity is principally achieved via 110, 66 and / or Bix blocks.

ENV2 – Environment 2. Class 5 End Office switch environment in which T-1/PRI connectivity is principally achieved via DSX-1 cross connect frames or analog connectivity is principally achieved via high-density wire wrap cross connect modules.

2.2Certification Levels and Pre-requisites

ETM – Systems Engineer (SE). The candidate must have a minimum of three years systems administration experience or a formal certification such as MCSE or Sun Solaris System Administrator. The candidate must have a minimum of one-year experience in convergent, switched voice/computer applications such as voice messaging, call accounting, call center, or IP telephony. A certified ETM SYSTEMS ENGINEER is required for all installations where server is on-site. For example, an SE will not be required for a TWSA where equipment is being installed, “out-of-boxed,” and server resides at SecureLogix.

IT1 – Installation Technician 1. The candidate must have a minimum of three years experience in the installation or expansion of customer premise Private Branch Exchange (PBX) level switches (e.g. Meridian, Definity or equivalent), or a minimum of three years experience installing switched voice transmission systems in a central office environment if the candidate can demonstrate knowledge of PRI and T-1 CAS signaling concepts. The candidate must have at least one-year experience managing other technicians in the aforementioned tasks. The candidate must be experienced and certified to install horizontal and vertical distribution cabling into a customer premise environment. The Alliance Member must provide evidence of their candidate’s certification by Nortel, Butler Telecom, Bell Operating Company, or other certifying authority. The candidate must be proficient using standard telecommunications tools and test equipment. A certified IT1 is required for all ENV1 installations.

IT2 – Installation Technician 2. The candidate must meet or exceed the requirements of the IT1, plus have a minimum of three years experience installing or expanding carrier class switches (e.g., DMS-100, 5ESS or equivalent) in a central or end office environment. The candidate must be experienced and certified to perform horizontal and vertical distribution cabling in a central or end office environment. The Alliance Member must provide evidence of their candidate’s certification by Nortel, Butler Telecom, Bell Operating Company, or other certifying authority, in central or end office DSX-1 cross connect environment. A certified IT2 is required for all ENV2 installations.

2.3Minimum Installation Crew Configuration

All installations require a certified ETM Systems Engineer and certified IT to meet the specific requirements of an installation (e.g. an ENV2 installation requires a certified ETM Systems Engineer and a certified IT2). It is important to note that a single individual may hold both certifications allowing an alliance member the flexibility to engage in a one-person installation, where practical.

The ETM Systems Engineer will serve as the installation team chief and will retain overall responsibility for a successful ETM System installation.

The ETM Systems Engineer must be capable of troubleshooting issues and determine whether it is a configuration, physical wiring, software or network related issue; and then must correct, or facilitate the correction, the problem to a customer’s satisfaction.

The IT is responsible to the ETM Systems Engineer for the physical installation of the ETM System and integration to a customer’s Telecom and network infrastructures. The IT will perform work according to SecureLogix, industry standards, and customer requirements.

2.4Acceptance into ETM® System Installation Certification Program

SLC screens potential Alliance Members on a number of levels to determine whether their individual candidates meet the selection criteria, outlined in section 2.2, for consideration into the ETM System Installation Certification program.

Alliance Members. Potential members are evaluated by the SLC Channel Account Team to determine whether a Alliance Member’s business model and core competencies are synergistic with the SecureLogix ETM System installation core competencies. Comparable core competencies include, but are not limited to:

 A complete understanding of cabling and standard installation practices for telecommunication services.

 Practical experience at actual physical cable installations that meet or exceed industry and practicing standards.

 Practical experience at installing telecommunications and networking equipment.

 Thorough understanding and practical experience with telephone switching systems, telecommunication transmission systems, network engineering, and emerging IP telephony technology.

 Practical experience at installing Windows, UNIX, and Oracle server/workstation environments.

 Excellent customer interaction skills and ability to manage customer relations while on site

It is important to note that SLC Project Management is the primary stakeholder when considering potential members to enter the training and certification program. Project Management in coordination with the Channel Systems Engineer determines how many individuals, regardless of a member’s status with SecureLogix, are required to meet current and forecasted installation workloads.

Entry into the program constitutes a major investment (i.e. time and money) on behalf of both the member and SLC. It is imperative that installation workloads provide both the opportunity to rapidly evaluate a candidate and then keep him or her current as a certified SE, IT1 or IT2.

Individual IT Candidate. An SLC Channel Systems Engineer evaluates a potential candidate to verify he or she possesses the telecom certifications and experience to successfully perform a physical installation of an ETM Systems.

The member will provide candidate resumes, proof of telecom certifications, and customer references. Potential candidates may undergo a personal interview with a certified SecureLogix Systems Engineer or Sr. Field Engineer.

If accepted into the program, the IT candidate is scheduled to attend the ETM System Operator / Administrator course (this a prerequisite course and must be taken prior to attending the ETM System Integrator course) and the ETM System Integrator course. Both courses are mandatory for an IT candidate. Upon successful completion of the ETM System Integrator course, the candidate will be issued their access credentials to the SLC Alliance Member Web Page.

Members/Alliance Member_toolkit.htm

IT candidates are issued a Certification Number to coincide with the level of certification obtained through SecureLogix, and formally entered into the on-the-job training (OJT) program.

Individual ETM® Systems Engineer Candidate. An SLC Channel Systems Engineer evaluates ETM Systems Engineer candidate’s system administration certifications and determines whether a candidate possesses the experience required to enter in the ETM SE training program. The member will provide candidate resumes, evidence of certification, and recent customer references. The candidate may also undergo a personal interview with a SLC certified ETM Systems Engineer.

If accepted into the program, the ETM Systems Engineer candidate is scheduled to attend the ETM System Operator / Administrator course (this a prerequisite course and must be taken prior to attending the ETM System Integrator course) and the ETM System Integrator course. Both courses are mandatory for ETM Systems Engineer candidates. Upon successful completion of the ETM System Integrator course, the candidate will be issued their access credentials to the SLC Alliance Member Web Page.

Members/Alliance Member_toolkit.htm

ETM SE candidates are issued a Certification Number to coincide with the level of certification obtained through SecureLogix, and formally entered into the on-the-job training (OJT) program.

2.5Certification Process

The SLC training and certification process for installing ETM Systems includes verifying existing certifications, formal classroom training, on-the-job training, actual installation certification, and a comprehensive program of continuing education and re-certification.

Classroom Training at SecureLogix. SLC offers a five-day, formal ETM Operations / Administration and System Integrator Course at our San Antonio training facility. The courses do not cover basic telecommunications skills. The courses do cover SLC best practices for operating, administering, and installing the entire suite of ETM products. It is important to note that during the screening process, each candidate is evaluated to determine that he or she possesses basic telecommunications skills to enter the program.

On-the-Job Training (OJT). After completing the ETM System Integrator Course, a candidate is entered into a formal on-the-job training (OJT) program supervised by a certified ETM Systems Engineer. The OJT program follows the ETM Job Qualification Standard, which is a training record of all the skills and knowledge items necessary to become a certified ETM Systems Engineer.

The Training Department within SLC Program Management group is responsible for creating and maintaining training records when individuals are entered into the program. In coordination with the SLC Field Engineer, Channel System Engineer, and the training department, training records are reviewed after each OJT installation, or monthly to determine a trainee’s progress in the program.

Certification Policy. The IT1 and IT2 candidates are allowed a maximum of four OJT installations and one certification check ride. ETM SE candidates are allowed a maximum of five OJT installations and one certification check ride.

SLC will pay 80% of the Alliance Members labor rate plus meals, hotels and incidentals during the OJT training period. SecureLogix invests approximately $85,000 to fully train and qualify a member installer. This includes the cost of our evaluator, formal training, and all OJT installations and certification check rides.

SLC will not pay for any additional training should a trainee fail to certify. SLC reserves the right to disqualify any candidate at any time during the OJT training period for failure to progress. Should the member request that a trainee be allowed to continue in the Alliance Member Certification program it will be at the discretion of SLC Channel Management and Program Management groups. If approved, members are responsible for all expenses to include paying SLC for any additional OJT installations and certification check rides.

A certified ETM Systems Engineer or certified member will coordinate with SLC Program Management to schedule a certification check ride when the a candidate has successfully mastered the knowledge and performance tasks outlined in the Qualification Standard. There is no minimum number of OJT installations necessary to complete the certification program.

An IT1 or IT2 candidate will perform all tasks equivalent to a certified ETM Systems Engineer such as acting as the leader for the entire OJT installation to include installation planning, coordination and execution of assigned tasks. A certified ETM Systems Engineer provides training and oversight of the installation and makes on the spot training recommendations to the candidate to ensure a successful ETM installation.

Certification Check Ride. Only SecureLogix can formally certify a candidate to perform ETM system installations. When a certified ETM Systems Engineer has signed off all knowledge and performance tasks in the ETM System Integrator Qualification Standard, the candidate is ready for a formal certification check ride. The trainer will coordinate with the Program Management Group to schedule the certification check ride. A SecureLogix certified Systems Engineer reviews the training record as well as observe and evaluate the candidate in the performance of an actual ETM installation.

Continuing Education & Certification. As new versions of the ETM System are released, additional training or re-certification may be required to keep the installation teams current. SLC will provide the training and certifications as listed below. All are the responsibility of channel management.

NOTE: IT1, IT2 and SE are required to conduct at least one live installation per quarter to remain current. Should this not be possible, remedial training may be required at the members expense.

  • Major Release. Some major releases of ETM software (e.g. 2.1 to 3.0) may require ETM Systems Engineers to re-certify. Training and certification for those releases will essentially follow formal classroom training with SLC supervised OJT and a check ride. For all other releases, SLC will make training materials available to train installation Alliance Members on the new version and its effect on installation, checkout, testing and documentation. Those training materials may include version review material and a test to demonstrate mastery of the material. SLC will contact the installation Alliance Member POC and notify them of upcoming versions and of the schedule for the refresher training.
  • Minor Release. For minor releases (e.g. 3.02 to 3.1) SLC will provide materials adequate to describe the changes to functions and procedures. Those training materials may include version review material and a test to demonstrate mastery of the material. SLC will contact the installation Alliance Member POC and notify them of upcoming versions and of the schedule for the refresher training.
  • Maintenance Release. Maintenance releases (e.g. 3.02 to 3.03) will normally only require SLC to provide materials and technical bulletins to keep installation Alliance Members current.

2.6Integration and Checkout

Rigorous testing of the installed system is a critical step to the successful deployment of an ETM system. The installation Alliance Member must successfully prove through test and demonstration that the installation has been properly completed. There are two main areas of testing.

- Installation Verification Checklist. This is a checklist of functions that the ETM Systems Engineer/IT1/IT2 completes to prove that the system is installed.

- Site Verification Test. This is a functional demonstration ran by the ETM Systems Engineer/IT1/IT2 for the customer to prove that all of the major system functions are working properly. Each test case has an objective, requirements to be tested, the steps to complete, and a place for the ETM Systems Engineer and the customer to initial and document completion.

Technical Support. While on site, the ETM Systems Engineer/IT1/IT2 may contact SLC Customer Support directly if they require technical assistance. Members are advised to be aware of Customer Support hours of 8-5 CT (M-F) when calling and to coordinate requests for after-hours support through the SLC Project Manager.

Documentation Required. Since SLC Customer Support will be responsible for the system after the installation Alliance Member has completed the install, accurate documentation of the as-built configuration must be captured and returned to SLC. All of these documents must be completed properly before invoices for services can be processed for payment. SLC also provides a Product Receipt form to record the serial numbers and MAC addresses of the equipment actually installed in the customer’s racks along with an acceptance statement for the customer to sign. Details regarding each document, its purpose and submission timelines are as follows: