Proposed Service Level Agreement

for Warranty services

for SWO

TABLE OF CONTENTS

Index of photos, figures and tables

1.Introduction

1.1.Maintenance Service philosophy

2.Network Management

2.1.SWO Service Organization: TIER-0

2.1.1.Network Surveillance and Management

2.2.INTRACOM Service Organization: TIER-1

2.2.1.End-User Support

3.Network Maintenance

3.1.INTRACOM Service Organization: TIER-2

3.1.1.Preventive Maintenance

3.1.2.Corrective Maintenance

3.1.3.Faulty Modules and Spare Part Handling

3.1.4.Technical Help Desk

4.SELEX Centralized Service

4.1.SELEX In-Factory Service Organization (TIER-3)

4.1.1.Technical Remote Support - Help Desk Service

4.1.2.Technical Remote Support - Telephone Support

4.1.3.Repair & Return

4.1.4.Hardware Repair Procedure

4.1.5.Software Maintenance

4.1.6.Software Maintenance Releases Installation Services

4.1.7.Technical Audit

4.1.8.Service Review Meetings

5.PROVISIONING MATERIALS

5.1.TEST INSTRUMENTS AND DIAGNOSTIC TOOLS

Index of photos, figures and tables

Table 11 - share of responsibilities between SWO, INTRACOM and SELEX

Table 51 - Standard maintenance Instruments

Table 52 - Programming & Maintenance Station

Table 53 - Cross reference among the Maintenance Tools and the TETRA Equipment

Warranty services

1.Introduction

The scope of this document is to describe our proposal for Warranty Service relevant to the offered TETRA Digital Mobile Communication System for Syrian Wireless Organization (herein called also SWO, CUSTOMER or END USER).

The proposed after-sale service foresees a Service Level Agreement (SLA) between SELEX Communications / INTRACOM Telecom (herein called also INTRACOM) and the Syrian Wireless Organization – SWO.

The purpose of this SLA is to define the activities, the arrangements and the deliverables related to the system support.

The SLA defines and lists the deliverables to be provided by the parties involved in fulfilling the requirements of the agreement.

Detailed information on the proposed SLA is reported in the following paragraphs of this document.

The maintenance service proposal described in this document is a preliminary proposal based on the BUYER & CUSTOMER requirements and on SELEX previous experience in this field.

However, please note that SELEX is available to discuss and to agree with the BUYER & CUSTOMER any other solutions in order to fully meet its maintenance service requirements.

1.1.Maintenance Service philosophy

The TETRA NETWORK maintenance service is based on an efficient work sharing between SWO (END USER), SELEX and INTRACOM.

The after-sale service scheme is structured in 4 (four) responsibility levels, (“TIER”):

  • TIER-0: SWO Service Organization responsibility.
  • TIER-1: INTRACOM Service Organization responsibility.
  • TIER-2: INTRACOM Service Organization responsibility.
  • TIER-3: SELEX In-Factory (Italy) Service Organization responsibility.

The following Table shows the share of responsibilities.

Table 11 - share of responsibilities between SWO, INTRACOM and SELEX

Levels of Responsibilities
Service Category / Responsibilities / Services
Network Management / TIER-0
SWO / Network Surveillance and Management
TIER-1
INTRACOM / End User Support
Network Maintenance / TIER-2
INTRACOM / Network Maintenance
Faulty Modules and Spare Part Handling
Technical Help Desk
Centralized Services / TIER-3
SELEX
In-Factory (Italy)
Organization / Technical Remote Support
Repair and Return
Software Maintenance
Software Releases Installation
Technical Audit
Service Level Agreement Review Meeting

2.Network Management

2.1.SWO Service Organization: TIER-0

In the following paragraphs each service, directly under END USER responsibility, will be detailed with a list of major tasks that should be carried out to prevent and manage the Tetra System and its possible faults.

2.1.1.Network Surveillance and Management

In details the TETRA Network Surveillance and Management activities can be resumed in the following tasks:

  1. Network Monitoring and Fault Management.
  • Monitoring the Network by verifying via NMS (Network Management System) console the correct state of the equipment, checking the alarm status and executing diagnostic routines.
  • Collecting all the required problem documentation and data, for example error codes, log files and steps to simulate the problem.
  • Real-time activity for network recovery.
  • Mobilization of Network maintenance for the corrective maintenance interventions.
  1. Configuration Management.
  • Usages of the NMS facilities to create, modify, activate, and remove all the network elements.
  • Perform periodic back-up to safeguard all programs, data and removable storage media.
  • Accounts administration.
  1. Subscriber management:
  • Use of NMS facilities in order to perform all required operations aimed to subscriber management (i.e. create – modify – display – activate, etc).

2.2.INTRACOM Service Organization: TIER-1

2.2.1.End-User Support

This activity consists of supporting the End-User for the proper operational use of the TETRA System functionalities (i.e. Radio Usage, Dispatcher Usage, NMS Usage and Provisioning GUI Usage).

This objective is pursued establishing a centralized structure representing a key focal point for the management of the following areas:

  1. Assist the TETRA NETWORK end-users in their daily operations.
  2. Promptly receive notice from end-users whether a fault occurs.
  3. Try to solve remotely end-users reported fault notice.
  4. Escalate to NMS operator any end-user reported fault notice that can not be solved.

3.Network Maintenance

3.1.INTRACOM Service Organization: TIER-2

The INTRACOM Service Organization maintenance technicians will perform the maintenance activities, preventive and corrective, according with the maintenance policies and procedures provided by SELEX.

These activities are finalized to keep the TETRA Network in optimal operating condition.

In case a field activity is required, the maintenance engineer is dispatched according to the operational procedures established between Tier-0 and Tier-2.

The delivery of the in field services mainly depends from the availability of spare parts, managed by the Maintenance Responsible (TIER-2 - Faulty Modules & Spare part handling).

3.1.1.Preventive Maintenance

It consists in a set of activities should be performed to avoid that a part consumption will cause a system failure.

All the Preventive Maintenance actions are planned (frequency and duration are very well known) and are classified as:

  1. Inspections, cleanings, consumable material replacement (twice in a year).
  2. Periodic check of TETRA NETWORK parameters and restore, where necessary, to the initial values.
  3. Periodic parameter analysis and functional test to verify TETRA NETWORK performances or detect failure process while it’s still in progress.
  4. Changes to an application to prevent a problem before it occurs (software preventive maintenance).

The preventive maintenance is minimal scheduled on six months base.

3.1.2.Corrective Maintenance

The purpose of this service is to resolve the HW faults by dispatching a field engineer in case that the fault is discovered and a HW replacement is required.

The Network Administrator activates the corrective maintenance, in the event that an alarm appears in the NetworkControlCenter and the problem cannot be solved through the NMS (Network Management System).

It consists in the activities having the purpose to rectify a malfunctioning and restore the full TETRA NETWORK functionality by troubleshooting and removing the causes of the failure.

All the Corrective Maintenance actions are not planned; failures are randomly, frequency and duration are not known.

The corrective maintenance activities are classified as:

  1. Troubleshooting.
  2. Failure localization.
  3. Failure isolation.
  4. Replacement (hardware corrective maintenance).
  5. Installation of a software patch/release to fix a bug/defect (software corrective maintenance).

Network malfunctions and failures are noticed via the network monitoring consoles and via the END USER notifications.

A telecommunication technicians team will be available 24h a day to be mobilized and reach the site of the fault to replace the faulted HW module.

3.1.3.Faulty Modules and Spare Part Handling

The response time of the maintenance activities are depending on the availability of spare parts. This kind of service is basically applied to the Infrastructure equipment with the aim to constitute a local spare stock suitable to satisfy the on field activity.

To guarantee the efficiency of the operation and the needed response time, the spare parts shall be made easily available for Field Maintenance Teams.

3.1.4.Technical Help Desk

The Help Desk Service is the channel used to exchange information between SWO organization and INTRACOM organization.

The Help Desk Service provides the necessary assistance to SWO in order to solve any request that may occur during the daily operation of the Network. It represents the first step on Escalation procedure.

4.SELEX Centralized Service

4.1.SELEX In-Factory Service Organization (TIER-3)

SELEX provides directly a number of support services in order to assist INTRACOM and SWO during the Warranty period in TETRA NETWORK management.

SELEX has the responsibility for the hardware as well as the software delivered products that involves the technical authority for the repair of modules and the debugging of software source codes.

4.1.1.Technical Remote Support - Help Desk Service

The Help Desk Service is the channel used to exchange information between INTRACOM organization and SELEX organization and/or directly between SWO organization and SELEX organization.

The Help Desk Service provides the necessary assistance to INTRACOM and directly to SWO in order to solve any non-urgent request that may occur during the daily operation of the Network.

It is also to be intended as the logistic channel used in order to:

  • Activate SELEX whenever the Remote Telephone Support service is required in order to troubleshoot a problem occurred in the Network
  • Advise SELEX Hardware Repair center about modules that need to be repaired.

The Technical Help desk Operators speaks English language.

The operators provide the Help Desk service during Italian business time, and 24h service for emergency situations.

The Help Desk service can be remotely activated using the following methods:

  1. By phone, dialing the Help Desk reference number
  2. By e-mail, writing directly to the Help Desk e-mail reference address;
  3. By Fax, using the Help Desk reference number.

4.1.2.Technical Remote Support - Telephone Support

The Remote Telephone Support is the service with the expertise engineers that supports the Help Desk service in order to give all technical clarifications and information necessary to manage each specific query up to its solution and clearance.

Moreover the Remote Telephone Support will support SWO and INTRACOM organizations in order to troubleshoot problems during any anomalous situation signaled and not recovered through standard TIER-0/1/2 management and maintenance services and procedures.

In this case a further investigation is performed through the following steps:

a)On the basis of the received information, some further indications are given to INTRACOM engineers in order to perform an in-depth troubleshooting procedure, to apply temporary workaround solution, to collect logs or to perform additional tests on the network.

b)A remote connection with the network may be activated in order to verify the configuration, the applications status, the service status and in order to gather the necessary information directly from the system.

4.1.3.Repair & Return

The Hardware repair service consists of a set of activities aimed to correct any hardware fault related to both Network Infrastructure modules and Radio Terminals. The repair operations are performed at SELEX premises within a Repair Centre except for third party equipment where repair activities will be performed at third party premises.

The Repair and Return service consists in all the activities necessary to evaluate, to repair and to check the correct functioning of the just repaired item.

The repair service Turn-Around-Time (TAT) is established in 40 (forty) working days upon receipt of written SWO notice or 30 (thirty) working days from the receiving date of the faulty part, to SELEX repair centre under Ex Work clause (IncoTerms 2000). The Transportation & Custom clearance costs are on charge of the Customer.

If a faulty item can’t be repaired within the TAT, a new or a reconditioned good as new part will be delivered to the END USER.

During the Warranty Period the repair service will not include any direct, incidental or consequential damage of network elements caused by circumstances for which SELEX is not responsible. The warranty doesn’t apply also to consumable parts of Terminals (Batteries, Antennas and Microphones).

The faulty parts will be exchanged as part of this contract unless one of the below conditions apply:

  • Damage from fire
  • Damage from vandalism or theft
  • Damage from war or acts of terrorism
  • Damage from equipment modification done without SELEX permission
  • Damage from software code modification done without SELEX permission or using an unauthorized software.
  • Any equipment with local repair attempts are considered not covered

If the above conditions prevail for a faulty part, SELEX will fix the part and will be subject for an extra charge, which will be invoiced to SWO.

4.1.4.Hardware Repair Procedure

The requests for repairing shall be made by END USER filling a specific Failure Unit Repair (FUR) form for each faulty module. All FURs shall be sent to the Help Desk Service for the necessary logging of request into the Help Desk database.

The Help Desk Service will return to END USER organization an unique repair consignment number (called RMA – Return Material Authorization) that will formalize the necessity to repair a faulty modules. All modules delivered to SELEX premises (in Italy) for repairing services must have an associated RMA number otherwise they will be rejected.

The repair process starts when the faulty unit arrives to the SELEX Repair center (in Italy). SELEX organization shall deliver each faulty part together with the related FUR module including the following information:

-RMA number provided by the Help Desk

-CUSTOMER Name

-Address

-Contact Name

-Part Number

-Serial Number

-Brief description of the problem

All the material delivered to SELEX premises (in Italy) for repairing must be packed in a suitable box with any special consignment labels/markings attached. All the faulty modules received by SELEX will be repaired whenever possible.

In case the repair will not be technically feasible or in case the repair time will not comply with the agreed terms or conditions, SELEX will replace the hardware module with an equivalent one. In this case SELEX will ensure that configuration control will be maintained and the item/s supplied will be fully compliant in terms of form, fit and functions.

After completion of activities the SELEX Repair staff will update the fault report with a description of all corrective action carried out on the specific module.

4.1.5.Software Maintenance

This service has the purpose to ensure the resolution of software problems with a specific software maintenance release. Software maintenance releases are supplied in order to correct reported, agreed and known software faults affecting the network service.

The SW maintenance process is articulate through the following steps:

  1. Identify the software malfunction.
  2. In-house analysis and reproduction.
  3. Recovery plan for corrective release.
  4. Software installation.

Whenever a software defect is detected or suspected, INTRACOM organization will create a fault report in order to inform the SELEX Help Desk about the defect.

At the time the defect will be described to the Help Desk, INTRACOM organization will propose a level of severity to be associated to the defect.

SELEX will start investigations about the supposed software defect by performing in-house tests. Work-around may be suggested to INTRACOM in order to avoid any degrade of service within the network.

After conclusion of software defect analysis, SELEX will provide SWO and INTRACOM organization with a final and qualified statement related to the original fault report with evidence of the planned corrective actions.

The defect resolution time will be based on the level of severity agreed between the parties and, for defects with lower severity, will be agreed during periodical service review meetings.

The general philosophy is to issue a software corrective package in which a set of bug fixes have been developed and made available. The aim is to reduce the impact of the installation phases optimizing the rollout process of corrective packages.

Each corrective package will include the permanent solution for a specific set of SW defects and the relevant installation guide.

4.1.6.Software Maintenance Releases Installation Services

When a SW infrastructure maintenance release is available by the SELEX, TIER-3 takes into account the installation operations in the TETRA Network.

Each Infrastructure software corrective package will be installed at network infrastructure level by SELEX engineer depending on the nature of the package and on the network element involved.

During the installation a Technical Audit session on Network status will be carried out.

Software installation service does not include the Terminals software upgrades (hand portable, vehicular, fixed station). This operation is demanded to the TIER-1 and TIER-2 (INTRACOM).

4.1.7.Technical Audit

The Technical Audit Service provides, through specific on site technical audit sessions, a comprehensive Network Analysis aimed to the assessment of the Network behavior, to the collection of significant data from the network and to the analysis of collected data through dedicated reports.

In order to facilitate each technical audit session, INTRACOM and END USER will be requested to:

  • Provide all necessary resources and support in order to allow SELEX personnel to perform the due activities (i.e. access to sites, logistic support, office facilities)
  • Make available to SELEX staff all necessary available documents relevant to the system
  • Provide entry visas to SELEX personnel who will carry out the service.

SELEX guarantee 2 (Two) Technical Audit session per year even thought software upgrade is not needed. The duration of each session is established in 1 (one) week time.

Other Technical Audit Sessions after the Warranty period will be mutually agreed between SELEX and END USER.