An outage with one owner
In telecom a fault is measured in minutes, not in working days. We take on monitoring, the work at sites and the coordination between suppliers, so an outage has one owner instead of three parties pointing at each other.
The clock runs from the first moment
Here the question is not whether it gets fixed, but how many minutes it took and who took the first minute.
In telecom availability is the product. That changes the unit of measurement: where elsewhere a fault is resolved “today”, here it is about minutes, and about who knew what at which moment. A ticket sitting half an hour with the wrong party is not a delay in handling but part of the outage itself.
The hard part is rarely the technology. The hard part is that more than one party is usually involved: an equipment supplier, somebody for the connection, somebody for the site. As long as nobody owns the ticket as a whole, the first twenty minutes go into working out who picks it up. That is the time you do not want to lose.
One owner, even with several parties
We take that role on. One place where the ticket arrives, one party that holds it until it is closed, and written agreements about who resolves which part. We do not fix what the equipment supplier delivers under their own contract; we do make sure it reaches them, that somebody chases it, and that you are not the one tying three parties together.
Monitoring that reports itself
An outage you first hear about from a customer is an outage that was noticed too late. We set monitoring up so the alert comes from the system, with a threshold that suits what the component does, and with a route that works around the clock rather than only in office hours. Sites where nobody works sit in the same monitoring as the rest.
What the regulation asks
Telecom falls under NIS2 as a highly critical sector. That means documented risk management, a duty to report serious incidents and demonstrable attention to the security of your supply chain. That responsibility sits with your organisation; we make sure what we manage supports that accountability. Our own processes are covered by ISO 9001, ISO/IEC 27001, ISO 14001 and Kiwa NEN 4400-1.
What we handle in telecom
You choose what you need. It all sits under one contract, one report and one point of contact.
- One place for every ticketEven with several suppliers involved: one entrance, one owner, and on paper who resolves which part.
- Monitoring that reports itselfAn alert that comes from the system rather than from a customer, with thresholds per component and a route that works at night.
- Work at the siteHands where the equipment stands, including sites where nobody works, with a record of what was done.
- Response times in minutesPriorities and response times that suit a sector where downtime counts in minutes, recorded per service in the SLA.
- Coordination between suppliersWe hold the ticket until it is closed, even when the part that failed belongs to somebody else’s contract.
- Reporting that adds upVolumes, lead times and recurring causes per site or per service, usable in your own accountability.
How we take over a telecom environment
In this order, because here a gap in cover during the transition is downtime straight away.
Following the tickets
A week watching what comes in shows which faults return, where the time leaks away and who is currently waiting on it.
Mapping the chain
Which parties deliver which part, where the handovers sit and which sites belong to it. That picture decides where the first gain is.
Setting priorities and routes
What is critical, what response time belongs to it and how the route runs outside office hours. That goes into an SLA in plain language, with 24/7 cover where it is needed.
Steering on what we measure
The reporting shows which causes keep coming back. Those figures exist to remove them, not only to count them.
The services that come up most here
These building blocks come up most often in telecom.
Looking further
Recognise the picture but work in another industry? Have a look at the other sectors.
Questions we get about this
The ones that come up most, answered briefly.
Who owns an incident when several parties are involved?
We do, if you agree it that way. The hard part in telecoms is rarely the technology but that there is an equipment supplier, a party for the connection and somebody for the site. As long as nobody owns the incident as a whole, the elapsed time becomes the sum of everyone’s waiting.
How quickly do you respond?
We set that per priority rather than as a single number. If work has stopped or money is being lost now, the first response is within fifteen minutes, at any hour. The rest sits in the same table, so you know where you stand in advance.
Do you measure what happened as well?
Yes, and in this sector that is the point. Not only whether something was resolved, but how many minutes it took, who took the first minute and where it sat waiting. Those figures go into the monthly report and lead to improvements, not to more tickets.
Tell us where the first twenty minutes go now
Name the services that cannot go down, the parties involved and the sites that belong to them. We build the monitoring, the route and the cover around those.