services solution description_libyan arab railways_gsm-r_v1

Libyan Railroads GSM-R Network Tender DocumentServices Solution Description

Table of content

1. Introduction..................................................................................................3

2. Services Solution Overview........................................................................4

3. Project Plan...................................................................................................5

3.1 Scope of Work for Network Implementation Services..........................................5

3.2 Project Management................................................................................................6

3.3 Deployment Strategy...............................................................................................7

3.3.1 Network Design.................................................................................................................... 8

3.3.2 Installation & Commissioning.............................................................................................8

3.3.3 System Integration...............................................................................................................8

3.3.4 Acceptance........................................................................................................................... 8

3.4 Project Implementation Plan...................................................................................9

4. Care Software Support Services...............................................................10

4.1 Software Maintenance...........................................................................................10

4.2 Advanced Software Maintenance – Emergency Support...................................12

4.3 Third Party Service Management.........................................................................14

4.4 Expert Support.......................................................................................................14

4.5 Care Service Management....................................................................................16

5. Care Hardware Services............................................................................17

5.1 Repair and Return..................................................................................................17

5.2 Spare Part Supply..................................................................................................19

6. Training.......................................................................................................20

7. Conclusion..................................................................................................21

8. Glossary.......................................................................................................22

Copyright 2009 Nokia Siemens Networks.All rights reserved.

Services Solution Description - Version 1.0 SWF50788 2

1. IntroductionCustomer is establishing its GSM-R network in the five Libyan tracks. Nokia Siemens Networks thanks Customer for presenting this opportunity. We have created a customized services proposal to solve the challenges proposed in this tender. This document provides a description of the Network Design, Implementation and Support services offered to Customer. All services have been tailored to meet your needs, and thereby fulfill the requirements put forth in the RFP.

Before proceeding further, we would like to highlight our prior experience and expertise for deploying GSM-R Network. Nokia Siemens Networks are first in the lab with GSM-R technology; with commercial projects in 14 countries to credit, we are also first in the field. Covering tens of thousands of track kilometers, countless tunnels and untold trains, Nokia Siemens Networks GSM-R networks serve railways in Europe, the Middle East, and Asia. Our track record in GSM-R projects is unrivalled.

In order to secure Customer as a long term business partner, Nokia Siemens Networks would like to inform you of our previous experience in deploying GSM-R networks for various service providers round the world with similar backgrounds.

Figure 1: Reference of previous GSM-R Network Deployment in China.



2. Services Solution OverviewWe propose a complete services solution that not only caters to your Network Design and Implementation needs, but also includes post launch maintenance services to ensure high network availability. The solution comprises the services required to successfully deliver the GSM-R network. The high level overview of services being provided is as follows:

Network Design

High Level Network Design Detailed Network Design

Network Implementation Services

Project Management Customer Logistics (IncoTerm CIF, Tipoli Port) Telecom Implementation (Installation ,Commissioning, Integration and Acceptance)

Software Care Support Services (For Two Years)

Software Maintenance (Technical Query, Trouble Resolution and Software Updates) Advanced Software Maintenance ( Emergency Remote Support and Emergency Call out) Third Party Service Management Expert Support (SW Update Installation) Care Service Management

Hardware Care Support Services (For Two Years)

Repair & Return Spare Part Supply

Training

Instructor Led Learning On Job Training Train the Trainer

We are deploying the first five sites completely for the customer, including planning, installation, commissioning, integration and interoperability tests and acceptance. The other sites will be deployed by the Customer with the support of Nokia Siemens Networks’ skilled engineers. The post-deployement care services have Hardware and Software Care Support with a Customer specified two year warranty . The trainings have been optimized with the possibility of On Job Training given with Classroom training.

The details of the services are mentioned in the following paragraphs



3. Project PlanAn elaborate project plan has been created for Customer and it articulates the following –

Scope of work for Network Implementation services Nokia Siemens Networks approach to project management Deployment strategy Resource Plan Project Implementation Plan

3.1 Scope of Work for Network Implementation Services

We are a strong believer of open communication. This document aims to clarify the worksplit and share of responsibility regarding the services offered to Customer. Please find the share of responsibility for five sites being deployed by Nokia Siemens Networks tabulated below –

Installation Share of Responsibility Nokia Siemens Networks

Customer

Provision of installation plan R

Provision of Infrastructure R

Provisioning of access to Customer premises R

Delivery of equipment and materials on site R

Notification that site is ready for Start of Installation (SOI)

R

Announcement of Start of Installation (SOI) on Customer ’s site

R

Unpacked from crates and packages on site R

Prepare equipment and materials needed for installation on-site.

R

Installation of network element (NE) for five sites R

Check quality of installation R

Record deviations from approved plans R

Revise plans using actual installation R

Announcement of Ready for Commissioning R

Table 1: Installation Share of Responsibility

Commissioning Share of Responsibility

Nokia Siemens Networks

Customer



Verify quality of installation through visual inspection

R

Check hardware settings and power supply connections

R

Power "on" of network element (NE) R

Installation of SW and basic configuration of network element (NE)

R

Check quality of network element (NE) R

Connection of network element (NE) with Management System

R

Inventory update made from the Quality check R

Inform Customer Ready for Acceptance RFA milestone

R

Table 2: Commissioning Share of Responsibility

Acceptance Share of Responsibility Nokia Siemens Networks

Customer

Prerequisites to perform acceptance tests R

Planning of tasks to be performed R

Agreement on test scope and priorities R R

Provisioning of access to Customer premises R

Designation of skilled Customer personnel R

Provisioning of necessary acceptance documentation (ATMN)

R

Revision and approval of acceptance manual ATMN

A R

Execution of acceptance test R R

Evaluation of test reports with Customer R R

Correction of detected errors R

Issuance of provisional acceptance certificate (PAC)

A R

Table 3: Acceptance Share of Responsibility

The share of responsibility mentioned above is only for the five sites being deployed by Nokia Siemens Networks. The installation, commissioning, integration and acceptance of rest of the sites is the responsibility of the Customer with the support from our skilled engineers available onsite.

3.2 Project Management

The aim of our Project Management Service is to meet all contractual commitments and thereby possibly exceed Customer’s expectations. The service covers all phases from project preparation and execution to the care phase and closure of the project. The solution allows Customer to achieve deployment on time and according to specification. A Project Management team will be established to manage the competing demands for scope, time, cost, risk and quality. The setup and management of the project, including resources, facilities, processes, and tools will be handled by us.



Figure 2: Project Management for deployment of GSM-R Network

Some of the activities that will be carried out by our Project Management service are elucidated below:-

Planning, scheduling and ordering of site works - Site work management is carried out according to the project master schedule, and includes the mobilization of all the necessary field resources. Any deviations or potential risks are reported immediately to the project/regional manager.

Site handover and acceptance coordination - This includes the interface with Customer and coordinating site handover meetings, information and document transfers. It covers both the handover of the site from Customer to Nokia Siemens Networks (ready for implementation) and the handover from Nokia Siemens Networks to the site.

Roll-out progress management - We use advanced project management tools to manage roll-out progress. Roll-out management uploading milestone information and data quality monitoring ensures timely execution.

Site documentation management – We utilize advanced tools and processes for the management of site documentation. This provides the Customer with a clear structure and online access to the complete site documentation.

Project reporting and meetings - The project team will facilitate bi-weekly project meetings with the Customer as mentioned in the RFP, where the project progress, quality, risks, changes and so on are reported to the Customer.

This team ensures the proper and timely deployment of the Customer Network for the first five sites and continues to assist the Customer for the deployment of the rest of the sites.

3.3 Deployment Strategy

The deployment strategy has been tailored to Customer’s Roll-out requirements. The initial phase involves network design documentation for all the sites, which will be followed by installation & commissioning, acceptance and system integration of the five sites.It will then be continued with onsite and remote support to the Customer for deploying the rest of the sites.

3.3.1 Network Design

This service module represents a comprehensive solution for improving the deployment of radio networks. Network Design for the Customer will last for a period of six months and it consists of three major parts:



Project Manager

Cost and Progress Manager

Contract Manager

Technical Manager

Access Engineer

Core Network Engineer

OSS Engineer BCS EngineerTI Project Engineer

Network assessment and analysis supported by survey and test activities High Level Network design Detailed Level Network design

The first part typically takes place either ahead of placing the order or even in an earlier phase.The key point for complex projects is an analysis and design workshop where experts from the Customer will discuss all related topics with our experts in order to ensure detailed clarification and a common understanding about all topics. Network assessment may be supported by a survey.

During the second part experts from Nokia Siemens Networks prepare an optimal frame work for the initial network design for the Customer covering all requirements and agreements from the assessment phase. This includes finalizing of the hardware and software definition, all the documentation and project management, and project specific advisory and guidelines as well. Delimiters concerning network size and growth will be defined too.

The detailed planning then covers all the work necessary to set the project in place as required by the Customer. This covers detailed planning for all equipment, network topology, capacity design, final configuration and parameters for all equipment. The result of this activity is the Customer site and network documentation are ready for final acceptance.

In case additional hardware or software will be required for measurement, analysis or design tools the project manager will ensure their availability. The project manager will also be responsible for timely delivery of results. The project manager represents the main interface between Nokia Siemens Networks and Customer .

The detailed description of the Network Design Services given to the Customer is attached in annexure 1.

3.3.2 Installation & Commissioning

Specially trained personnel install all equipment delivered to Customer. Installation takes place when the results of installation planning are available and construction works(responsibility of Customer) are completed. An installation supervisor verifies, via a construction works/implementation handover meeting, that the site is ready for installation when construction works are completed. The equipment is installed according to approved, site-specific documents, national codes, Customer-specific requirements and in accordance to the procedures mentioned in our installation manuals

3.3.3 System Integration

During the network integration, we ensures that the site is fully operational and ready for commercial use as part of the system. We configure the interconnections between the network elements and customize network element parameters according to project-specific documents and our integration manuals.Inter-working of network elements, as well as the functionality of alarms and recovery systems on a network level, is overseen and tested. Nokia Siemens Networks prepares an integration test report, which includes all the test results for each test executed.

3.3.4 Acceptance

Acceptance support service assists Customer in verifying contracted communication equipment regard to quantity, quality, features and interoperability in Customer’s environment. We perform this support service in accordance with supplied Acceptance Test Manuals (ATMN’s).



3.4 Project Implementation Plan

The following snapshot gives an overview of the various phases in the deployment of the GSM-R Network and the duration for each phase completion.

The total estimated project duration is 783 days which is further split into:

Delivery Phase: 108 days Implementation Phase: 599 days

Figure 3: Gantt Chart showing the Project Implementaion Plan

The detailed List of Assumptions for this offer and the Project Implementation Plan are attached with this document as Annexure 2 and Annexure 3.



4. Care Software Support ServicesThe GSM-R Network’s availability and performance is very crucial as its failure is directly connected to massive life damage or economical loss. One major prerequisite is a fast and competent technical support service provider. We offer to be a global partner, who will support you throughout the life cycle of the deployed network elements.

This section details the tailor-made maintenance solution designed meet the Customer’s needs.We are providing a two year warranty as requested by the Customer, followed by a complete support for another two years. The following Care Support Services are detailed in this section –

Software Maintenance (Technical Query, Trouble Resolution and Software Updates) Advanced Software Maintenance ( Emergency Remote Support and Emergency Call out) Third Party Service Management Expert Support (SW Update Installation) Care Service Management

4.1 Software Maintenance

Software Maintenance is a service product providing backup remote support for carriers looking for reactive assistance for maintenance. The service is mandatory for all software products and is the basis for highest availability of Customer‘s network by providing answers to technical questions, handling suspected software defects and delivering software corrections and updates.

Software Maintenance includes:

Trouble Resolution: This service provides Customer with the opportunity to raise software problems (real or suspected) with our support team. The problem will be solved within an agreed response time. Trouble Resolution service is available during the working hours of 09:00 – 18:00 local time during working days.

This service includes the following deliverables

Confirmation of the support case submission Process milestone notifications Access to technical expertise and trouble analysis techniques in English language Trouble progress reports to the point where a solution is delivered Backup support by Nokia Siemens Networks and its partners’ research and development groups Provision of a workaround if applicable.

Trouble Resolution Share of Responsibility Nokia Siemens Networks

Customer

Initiation of a trouble ticket, assigning a priority level. R

Delivery of instructions and templates for gathering information.

R

Collection and report of all error symptoms available and necessary for further analysis.

A R

Evaluation of the trouble ticket, priority check. R

Request of additional symptoms if necessary. R

Provision of a first response within the First Response Time. R



Case analysis based on error symptoms, if necessary verification on test systems.

R

Installation of correction or corrective measures. R

Verification of the statement and/or the correction. R

Ticket closure confirms correction, response not later than one week after delivery of correction/solution.

R

Table 4: Trouble Resolution Share of Responsibility.

Technical Query: The service provides Customer the opportunity to raise technical questions regarding the operation and maintenance of supplied network elements. A clarification and qualified answer to each question will be provided within an agreed response time. Technical Query service is available during the working hours of 09:00 – 18:00 local time during working days

The deliverables of this service are –

Access to technical and system expertise in English language Single point of contact designated until the final answer is accepted Regular status updates on the progress of the query until final answer

Technical Query Share of Responsibility Nokia Siemens Networks

Customer

Initiation of the ticket, assigning a priority level R

Provision of the necessary information for analysis (e.g. affected systems/technology)

R

Provision of a first response within the Initial Response Time

R

Analysis and request for additional information, if necessary R

Provision of a full answer/solution within the defined answer time

R

Ticket closure confirms acceptance of the answer/solution R

Table 5: Technical Query Share of Responsibility

Software Updates: This service provides Customer with access to all the Software Update Packages to address software faults identified either by Customer or any of our other projects. We recommend Customer to install all updates as soon as they have been delivered to ensure network element stability.

The following deliverables fall under the scope of this service

Provision of final solution/fault correction Regular Standard and priority software update deliveries according to the software update

roadmap, available online or via a delivery media Before release to Customer , the software update deliveries are tested on Nokia Siemens

Networks test-beds. Release documentation of software update deliver describing all improvements, minor

enhancements, fault corrections and installation procedures in electronic format.

Response Time



The Response Time being offered to Customer’s regarding the products sold by Nokia Siemens Networks is as follows:

Service Category Action Response Time

Trouble Resolution

Major fault Prio1

Initial response 2h

Workaround 3wdFinal Correction 6weeks

Medium fault Prio2

Initial response 2h

Workaround 2weeks

Final Correction 3months / next SCV

Minor fault Prio3

Initial response 1wdWorkaround n/a

Final Correction6months / future SCV

Technical Query

Urgent Request

Initial response 8h

Answer 1weekGeneral request

Initial response 2wdAnswer 2weeks

wd = working daysTable 6: Response time for Software Maintenance

Initial response for Trouble Resolution Service and Technical Query Service is provided during office hours only. Nokia Siemens Networks commits to provide services within the response time at least for ninety 90 % of all cases within a one years period. Confidence level for workaround delivery is 20% without Nokia Siemens Networks local presence or remote access capabilities.

4.2 Advanced Software Maintenance – Emergency Support

Advanced Software Maintenance is an expansion of the service scope and deliverables of the Software Maintenance Service. Advanced Software Maintenance delivers a fast response in critical situations and dedicated resources for online or local trouble shooting activities. Our local (in-country) support service organization is in general required for onsite services.

Emergency Remote Support: The service provides Customer with prompt access to Nokia Siemens Networks’ technical support organization, 24 hours a day, 7 days a week. The target is bringing network elements back into operation if critical service affecting faults have occurredThe deliverables of this service are enlisted below –

Nokia Siemens Networks’ experts are available to remotely support 24 hours, 365 days a year Provision of an initial response within the defined response time Delivery of advice or a workaround which enables service restoration within the agreed

restoration time Customer personnel and management involved are kept informed and updated regularly until the

Emergency is resolved. A final Emergency report will be provided by Nokia Siemens Networks. Submission of Software defects to the fault management process.

Emergency Remote Support Share of Responsibility Nokia Siemens

Customer



NetworksPerform 2nd line troubleshooting and correction attempts following the incident management process of network operations.

R

Initiative call via a defined emergency phone number. RProvision of information: Customer name, contract number, affected system/technology, person to be contacted, description of the situation incl. start time of the fault.

A R

Provision of service engineers on duty 24 hours a day, 365 days a year.

R

Return call within the initial response time by service support staff. R

Continuous remote support of Customer’s personnel, until operation is restored.

R A

Transfer of the emergency trouble ticket to trouble resolution service, if the restoration of system operation does not provide a definitive solution of the emergency incident.

R

Confirmation of system restoration and closure of ticket. R

Table 7: Emergency Remote Support Share of Responsibility

Response time Action Response Time

Emergency Remote Support CriticalInitial Response 15min

Restoration 8h

Table 8: Response Time for Emergency Remote Support

Emergency Call Out: This is an expansion to the scope of Emergency Remote Support. Our experts will support Customer’s engineers onsite for emergency trouble shooting. Availability is 24 hours / 7 days a week. The deliverables for this service are

Availability of Nokia Siemens Networks experts 24 hours / 365 days Onsite emergency according to Nokia Siemens Networks’ emergency procedures Historical log of maintenance activities performed under this service Required follow-up activities will be initiated

Emergency Call Out Share of Responsibility


Customer

Fault report and emergency troubleshooting request to designated Nokia Siemens Networks’ contact centre.

R

The Nokia Siemens Networks’ local support team will co-ordinate the work orders and call out the responsible staff as necessary.

R

Dispatch of local technical expert to site concerned as necessary.

R

Co-operation with higher support tiers during fault diagnostics.

R

Fault analysis and determination of the cause of the fault, propose corrective action.

R

Decide about and perform corrective action. A R



Documentation of fault analysis. RInitiation of required follow-up activities. RClosure of emergency case R

Table 9: Emergency Callout Share of Responsibility

4.3 Third Party Service Management

Nokia Siemens Networks third party service management comprises third party equipment support.

3rd party Equipment Support: This service module ensures the planning, set-up, operative management and continual review and improvement of the Care services related to 3rd party products and solutions sold to Customer by Nokia Siemens Networks.

The deliverables for this service include

Nokia Siemens Networks Care services for 3rd party equipment.

Contract management of 3rd party equipment Nokia Siemens Networks. Planning and set-up of Nokia Siemens Networks Care services. Single point of contact for reporting, reviewing and escalating. Relevant Service Quality Reporting (SQR) utilizing the collected performance data. Escalation of service requests to higher level 3rd party support when necessary. Support from 3rd party as required for the end to end provisioning of Nokia Siemens Networks

Software Maintenance Services.

Share of Responsibility for Third Party Equipment Support


Customer

Initiation of a trouble ticket R

Collection and report of all error symptoms available and necessary for further analysis.

R

Escalation towards 3rd party for case handling. A R

Management of the escalated case. R

3rd party license and royalty reporting to Nokia Siemens Networks (if applicable).

R

Provision of a solution or answer. R

3rd party equipment installed base maintenance. R A

Deliver 3rd party software updates and technical notes via Nokia Siemens Networks’ standard process.

R

Installation of software updates. R

Ticket closure confirms correction, response not later than one week after delivery of correction/solution.

R

Service management (performance, reporting). R

Table 10: Third Party Equipment Support Share of Responsibility

4.4 Expert Support

The Expert Support service is an on-demand service to cater to Customer need of advanced and customized support. The Expert Support service delivers the appropriate level of technical expertise,



tools, processes and management to support Customer’s operation & maintenance activities during this business-critical and limited period.

New software updates and upgrades increase network reliability and availability, which in turn increase revenue and end-user satisfaction. It is therefore necessary to keep up to date and ahead of the competition when it comes to software change management. Software Change Management Service consists of six service modules for ensuring the operational efficiency of the operator.

Expert Support includes:

Software Update Verification Testing: is offered to Customer requiring performing tests of new software updates (corrections or change deliveries) before being rolled out on the live network. It is intended as a project that stands on its own, and it contains the following steps: planning testing activities following the software change technical proposal, and execution jointly with Customer.

Deliverables of this service are enlisted below

Test plan with time schedule for the testing execution Definition of the test environment (Definition of prerequisite requirement of hardware, firmware

and software) Procedure for fault handling, reporting and tracking Verification test with agreed list of tests steps Agreed test procedure Test check list with results Regular test reports The fault reports with fixed estimated delivery date if applicable Participants list of the verification test Software level/version of tested network element including software update level/version List of the network environment used for testing Test tools and software versions Approved test checklist completed

Software Update Verification Testing Share of Responsibility


Customer

Provide verification test plan R A

Provide resource plan for testing R R

Provide information about network status to Nokia Siemens Networks within agreed time limits

A R

Provide the test environment R A

Provide customer-specific measurement equipment for testing A R

Installation of needed tools and the SW version for testing R A

Prepare the test reports R

Prepare the agreed list with the relevant test steps R A

Ensure verification test execution with reporting R A

Provide follow up for discovered faults during testing R A

Provide acceptance of tested version A R

Table 11: Software Update Verification Testing Share of Responsibility

4.5 Care Service Management

Care Service Management is a cornerstone of Nokia Siemens Networks Care services delivery. It ensures effective planning, set-up, operative management, and continual review and improvement of Nokia Siemens Networks Care services related to our products and solutions offered to Customer.



The Nokia Siemens Networks Care Program Manager is responsible for all aspects of Care Service Management and works in partnership with Customer to meet the agreed service objectives. Customer is provided with a single interface for Care Service Management matters from Nokia Siemens Networks. The following deliverables form part of this service –

Planning and set-up of Nokia Siemens Networks Care Services. Single point of contact for reports, review and escalation. Operative management of Nokia Siemens Networks’ Care services Service Quality Reporting (SQR) from the collected performance measures.

Annexure 4 describes in further detail the complete scope, deliverables and benefits for the services listed above.



5. Care Hardware ServicesHardware Services provide high quality repair and advanced spare part logistics services to assist Customer’s maintenance activities. High quality repair services ensure that the equipment is maintained in peak performance with maximum reliability and compliance with technical specifications. Advanced spare part logistics services help Customer improve maintenance productivity and rectification times while reducing their CAPEX and OPEX expenditure.

5.1 Repair and Return

Defective Field Replaceable Units (FRU’s), which are sent to Nokia Siemens Networks, will be repaired/replaced according to latest technology standards and quality – taking into account the repair improvement advice given by R&D. A final factory test assures high quality of the repaired FRU’s and consequently reduces the number of defective FRU’s which lowers operational effort for spare part handling. Repair statistic reports will be created on monthly basis. In case the defective item can not be repaired a replacement FRU (form, fit, function) can be shipped instead upon mutual agreement. The repaired FRU will be returned to Customer when the repair process has been completed.

The Turnaround Time (TAT) for ordered FRU’s is 30 daysand the spares provided in the Positive List are attached as Annexure 5.

The TAT-statistic shall be based on the following timer:

Start time: Receipt date of a defective FRU at the agreed Nokia Siemens Networks Delivery PointStop time: Arrival date of the functional FRU at the agreed Customer Delivery Point.The deliverables of this service are –

The repair or replacement of the defective FRU The return transportation of a fully functional FRU to the predefined Customer Delivery Point Nokia Siemens Networks will regularly report to Customer metrics on the performance of this

service. The warranty period for repaired or replaced FRUs (covering parts and workmanship) will either

be six months or the residual initial Equipment warranty period, whatever is longer. The repair warranty begins from date of arrival at the Customer Delivery Point

Repair and Return Share of Responsibility Nokia Siemens Network

Customer

Order and delivery process

Request for repair: individual order by fax, e-mail or internet address (addresses and contacts ref. Appendix 4 (Points of Contact)) including Failure Report with all needed information

R

Confirmation: receipt of order. Customer will receive the relevant Return Material Authorization Number (RMA), respectively a reference ID – if not already received upfront.

R

Identification and removal of defective FRU on site R

Attaching the Failure Report no. label to the outside of the respective faulty FRU’s box

R

Attaching the order and dispatch note and Failure Report to the defective FRU

R

Packing and courier of defective FRU to Nokia Siemens Networks Delivery Point

R

Visual check with reference to reparability. Eliminate irreparable FRUs from the repair process at an early stage

R

Notification of irreparable FRU’s R



Order of replacement FRU’s for irreparable FRU’s on own costs if the warranty period has expired. It will be invoiced separately with the value of a new spare part

R

Repair of defective FRU incl. necessary modifications according to the latest compatible status depending on the version number of the network element to which they belong. Modifications may not affect the operation of the total system

R

Handover of the repaired/replaced FRU (form, fit function) to an express courier and send it to the agreed Delivery Point

R

Customs clearance of repaired/replaced FRU. R

Installation of a fully functional FRU on site. R

Storage of the repaired/replaced FRU in Customer's own store. R

Supporting processesDefinition of the FRU’s supported by Repair service. Only FRU’s that are included in the respective Appendix 2 (Positive List) are subject to the process described for Repair and Return.

R

Definition of the Delivery Point(s). R

Definition of the Customer Delivery Point R

Ownership of any first level spare parts as required facilitating the first line maintenance activity

R

Declaration Ready for Service (RFS).

RIn average this notice is given 2 (two) weeks after Care Agreement signature

Provisioning of a repair statistic report on a regular basis R

Inventory management

Stocking of Customer owned FRU’s at Customer's own stores. The stocking must be in accordance with the guidelines for handling [electrostatic sensitive devices (ESD)]

R

List of installed base: provision of a quarterly update R

Table 12: Repair and Return Share of Responsibility

5.2 Spare Part Supply



Spare Part Supply Service provides the delivery based on Customer purchase order for spare parts which are vital for a fault free system in an easy process. In principle Spare Part Supply Service comprises the build up of initial spare part stocks and extension of spare part stocks.

The deliverables of this service are enlisted below –

Spare Part Supply Service provides the delivery of all spare parts, covered by the Positive List attached as an annexure.

Lead Time is defined in the Positive List per item in accordance to the defined Incoterms 2000. The warranty period for spare parts (covering parts and workmanship) is 12 (twelve) months from

date of arrival at the Delivery Point

Spare Part Supply Share of Responsibility Nokia Siemens Networks

Customer

Order and delivery processRequest for spare parts: individual purchase order by fax, e-mail or internet address RAddresses and contacts ref. Appendix 4 (Points of Contact)Order confirmation: receipt of order RDelivery of the ordered spare part unit to the agreed Customer Delivery Point

R

Custom clearance of spare part unit RStorage of the spare part in Customer’s own store RSupporting process Definition of the spare parts =supply agreement or any deviation to that (if applicable) based on supply agreement; always 100% RDefinition of Integration Level of Parts sold as Spare (e.g. individual button vs. complete keyboard)Definition of Customer Delivery Point R

Table 13: Spare Part Supply Share of Responsibility



6. TrainingWe believe qualification is the key to success, which is why we have created a Customer specific training schedule to fullfill your requirements. The basic scheme for training of the Customer personnel is graphically depicted below.

1 © Nokia Siemens Networks Competence Development Services

specific courses Design group

Mandatory classroom trainings for

Installation, O&M, Design, Troubleshooting and Trainers groups

Participating in On Job Training

OJT activitiesSelected persons can

participate in Train the Trainer TtT activities

Non technical Skills Development

Trainer Competence Evaluation

Trainer Support

Documentation Right-to-use

specific courses O&M group

specific courses Installation

group

specific courses Troubleshooting

group

All courses for other groups

Trainers group

Participating in On Job Training

Certification

(skills & Qualifications assessments)

Figure 4: Training Course Distribution

An appropriate combination of Classroom training, On Job training activities and Train the trainer have been included to transfer complete expertise to Customer personnel and then assess their skills and qualifications to provide cerfication. We also provide a one day Seminary course as requested in the RFP for refreshing the trained personnel on any updates in the equipment deployed.

Classroom Training Courses are divided into:

Basic BTS, eBCS and @Railways courses. Specific Courses for Installation Specific Courses for O&M and troubleshooting Specific Courses for planning

These courses are for Customer selected Engineers and Trainers.

OnJob Training Activities:

Nokia Siemens Networks’ Competence Development Services offers the On Job Training service to develop competences of selected group of employees or collaborators who need to be responsible for equipment installations.

Train the Trainer includes :

Non technical Skill development Trainer Competence evaluation Trainer support Documentation right-to-use



Our training modules are targeted at specific personnel. The details regarding each of the aforementioned courses is attached in Annexure 6 and Annexure 7.



7. ConclusionOur Services organization forms the world’s largest services network and employs richly experienced personnel. We have carefully analyzed your needs before creating our solution. We wish to work with Customer to create and implement solutions that will enable you to seize new business opportunities with reduced risks, win more revenue, and boost your operational efficiency.

Nokia Siemens Networks can be relied upon as a secure partner to ensure smooth deployment within a mutually agreed time schedule. We follow up network deployment with a world class support structure bringing a core focus on high availability of your network elements. We have carefully assorted this services proposal such that it is in accordance with the strategy of Customer.



8. GlossaryDefinitions

Feature A specified software and/or Hardware functionality performing pre-determined tasks in accordance with product specifications.

Patch / SW patch

A patch is a small piece of software designed to fix problems with a SOFTWARE. Patches can be provided or applied as single patches or as patch packages (ref SOFTWARE UPDATE)

Software All computer programs, e.g. in object code form

Software license Software license: unitary chargeable item of the Software release. Software license fee must be paid to Nokia Siemens Networks to be allowed and to be able to use the Software release.

Software Update

The correction of an error in the software in order to ensure its functionality. Software updates can be provided as maintenance releases, patches or patch packages. A software update does not include additional functionality beside the correction of errors in the object code. However, if the software update brings new features to the Software release, Customer may have to purchase additional software licenses to benefit from these features

Software Upgrade (Software Release)

Software upgrade (software release): major version of the software which is regularly issued by Nokia Siemens Networks for a given network element; as an example, CX4.1, CX5 and CX6 are three software releases which have been successively issued for Nokia Siemens Networks base transceiver station. Nokia Siemens Networks Software releases are subject to a licensing policy, i.e. that the Customer must pay Software licenses to be allowed and be able to benefit from the features offered by the software release.

Abbreviations

R Responsible

A Assistance

GCC Global Care Centre

HW Hardware

MV Multi vendor

n/a not available

OEM Original Equipment Manufacturer

RAS Remote Access Solution

R&D Research and Development

SCV Standard Correction Version

SLA Service Level Agreement

SW Software

wd Working Days



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