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           Support Section



Professional Services Division     

Our Professional Services organization is specialized in the deployment of complete, customized solutions for highly complex projects; they are highly experienced in installing, managing, monitoring and repairing some of the most sophisticated networks in the world.

Technical Support Services group ensures smooth operation; minimize downtime and freeing customers to focus on their core tasks. TeleTech provides 24x7 helpdesk coverage to receive customer complaints and service interruptions.

Through our specialized team, we provide comprehensive portfolio of instructor-led and technology-based courses in addition to on-the-job training.

Our Professional Services team and Technical Support are setting the standard in the market.

Activities involve the following:
1. Project Management
2. Survey, Site Acquisition & Site preparation
3. Demand Analysis Network Planning
4. Network Engineering
5. Implementation
6. Technical Support Services
7. Call Center

Project Management
• Administration of contracts to ensure all targets are met and project components
   are fulfilled.
• Generate office layout
• Tracking performance
• Superior Planning, Scheduling and Execution from the concept phase to project
   close out
• Ensure customer satisfaction is maintained
• Obtain Provisional Acceptance Certificate
• Obtain Final Acceptance Certificate
• Generate final project report.
• Contract Administration

• Initial map study of demand areas to identify preliminary cell counts and service
• Identify each area morphology and any special area characteristics
• Identify candidate buildings in the area within a search ring (TE building, tall
   buildings, existing towers, ..etc)
• Inside plant survey of candidate buildings in terms of floor space, accessibility,
   suitable structure, ..etc
• Record coordinates of candidate buildings and towers
• Produce Network Solution Map which contains borders of the area to be served,
   area demand and demand distribution.

Demand Analysis and RF Network Planning
The Network Planning (NP) Process consists the following:
• Data collection and survey.
• Classify service areas in terms of isolated and connected areas
• Data analysis, network access solution preparation and planning drawing.
• Distinguish different morphology classification within service areas
• Identify engineering requirement of each area according to equipment capacities
• Use field survey results of each demand area to optimize the locations of Base

Network Engineering
• Detailed equipment engineering based on RF planning output
• Detailed auxiliary and site requirement engineering based on survey
• Adjust services and program management requirement based on RF planning

Providing In-Country basic and advanced training for different market technologies,
like wireless, switching, IP-based systems, optical transmission

Implementation includes installation, powering up, testing, commissioning, conduct customer acceptance of all telecommunication/ data networks equipment and products such as switching, wireless, data, outside plant, fiber and transmission…etc, as well as all the auxiliaries (i.e. raise floors, MDF wiring blocks and hardware frame installation, HVAC, power plant and diesel installation.

Install telecommunications equipment and its related auxiliary equipment

Site Preparations and Acceptance
Coordinate & follow up the site preparation activities till the site declares ready for installation.

Verify the site readiness in term of, power sources, grounding, ventilation & lighting, equipment racks, and cable racks & ducts…etc. and accept the site.

Prepare the office floor layout in CADD format (using the ISP survey output), for the MDF floor, power equipment floor, and the equipment floor in which the telecommunication equipment cabinet racks are positioned according to the office engineering rules.

Telecommunication Network
Install telecommunication/data networks equipment included in the project. (e.g. 5ESS, VCDX, Any-media, data core & access, transmission equipment, and base stations,….etc ) according to the office data manual (ODM).
Review and update the As-Built upon the completion of the job in site.

Auxiliary Equipment Installation.
Install all auxiliary equipment included in the project (e.g. AC/DC power plant, diesel generator, HVAC, MDF, fire alarms, accessories…etc).
Review and update the As-Built upon the completion of the job in the site.


Testing, Commissioning & Customer Acceptance
Performing the following activities for both telecommunication/data network & auxiliary equipment:

a. Power on Self-Test:
Stand alone configuration & testing interoperability tests with other vendor’s equipment

b. Integration Tests.
Conduct Provisional Acceptance Tests with the customer and obtaining customer approval for Provisional/Final Acceptance Certificate.

c. Customer Training
Perform an on-the-job training for engineers from the customer on the installed equipment.

Technical Support & Maintenance
TeleTech provides the following Technical Support tasks:
Remote Support
• During the contract period, TeleTech provides 24x7 help-desk coverage to receive
   customer complaints for service interruptions.
• Customer technical support provide Tier 2 support for any telecommunication/data
• Identify existing software fixes related to the customer load, order software
   updates on regular basis and deliver those software updates to the customer.
• Solve operational problems, hardware problem, network associated troubles,
   database and configuration problems.

On Site Support
• Perform first and second line of maintenance.
• Perform Preventive maintenance.
• Trouble shoot Hardware and software problems.
• Repair faulty hardware and Return.
• Customer O&M on job training.

Call Center
The Call Center is responsible for:
• Call receipt and handling on a 7 day a week, 24 hour a day basis.
• Service entitlement screening. Call center will entitle the operator’s request by
   validating the callers’ operator reference number, site identification number and
   equipment identification (if relevant).
• Creating the Assistance Request (AR) and allocating a unique reference number to
   each Assistance Request.
• Each time the Operator contacts the Call Center with reference to an already
   logged assistance request, this AR reference number must be quoted.
• Contacting and transferring the assistance request to the appropriate support
   organization who will take responsibility for providing the required service element
   to the Operator:
    o The Technical Assistance Center to provide remote technical support.
    o The Call Center of the Logistic Service Provider to provide spare part
        replacement to the operator site.
• As soon as the Operator accepts that a specific AR has been satisfied, the
   appropriate support organization will notify the Regional Call Center that that AR
   may be closed; confirmation of the closure being provided to the Operator.


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