Services

Maintenance and troubleshooting for complex telecommunication networks require well trained and highly experienced employees, round-the-clock deployment seven days a week (24 x 7) and an extensive network of service support centers. Complete documentation of all the processes from fault logging to fault clearance with an electronic trouble ticket system for permanently monitoring and improving service quality and cost-optimized spare parts administration and planning are further essential factors for keeping agreed on-site reaction times below two hours worldwide.

We distinguish between the following support levels:

• First Line Maintenance (FLM):
  FLM is the on-site repair of a system by replacing hardware or by provisioning activities under the supervision of an NOC (Network Operation Center) or second-line engineer. In most cases, repair & return handling of defective parts is part of FLM activities.
  
  To guarantee the international availability of FLM services for our customers beyond our service regions we operate with selected FLM partners worldwide. In this case, we guarantee quality control from the control central in Vienna.
   
• Second Line Maintenance (SLM):
  SLM is remote troubleshooting for a network with the aid of an authorized log-in and the appropriate element management software. For complex faults that need on-site attention by FLM engineers, these engineers work under the supervision of our SLM engineers.
  
  In special cases, for example for extended night-time coverage outside NOC working hours, we can install active alarming tools for our customers. These filter the customers' network management systems directly for predefined alarm classes and automatically alert our engineers (without going through the customers' NOC). The engineers can therefore deal with the faults immediately even outside NOC working hours.
   
• Third Line Maintenance (TLM):
  Some faults cannot be eliminated by replacing hardware or by reconfiguring the software but are located directly in the system software. In special cases it is therefore necessary either to contact the manufacturers directly or, if the software was developed in-house, request a patch from the design department of KCC-SyS. These processes are also handled by our SLM engineers.
   
• Management of the spare parts store:
  On behalf of their owners, we store the spare parts and provide advice on updating them. We also ensure that the spare parts are properly distributed among the service support centers so that the contractually agreed on-site response and repair times can be met.
   

Here is a graphic representation of our concept: