SRV MONITORING

Budapest, Hungary.

SRV Monitoring Overview

SRV MONITORING

SRV Monitoring was founded in 2012 to provide quality Network, Data centre ansservice centric monitoring to Telecom and Broadcast operators & providers, international companies with multinational WAN networks and DataCenteroperators.

We provide cost effective NOC & Call center solutions to our customers with a focus on quality customer service, relying on European trained network engineers with a European mindset to quality of service and communication.

We provide our own suite of software to monitor our customers’ networks and track all events through ITIL processes and tools. Our customer can log in at any time and have real-time information on the state of their network.

We provide our customers with a language specific service when another language besides English is necessary(we offer support in English and German but we can also provide services to our customers in other European languages such as French, Dutch or others as needed.)

SRV MONITORING

SRV offers full management capabilities for supported technologies Fault detection (Reactive monitoring)Fault resolution (troubleshooting)Performance & Capacity data (Pro-active monitoring)Network & MSP Workforce OrchestrationChange and Configuration Management of the Network – Change Governance.KPI measurement and reporting against SLAs

With one common management environment we can:Monitor network and service status and identify alarms using a single alarm viewTrack all outages for network performance reporting and to identify common problems across networks

NOC has full management capabilities for supported technologies Fault detection (Reactive monitoring)Fault resolution (troubleshooting)Performance & Capacity data (Pro-active monitoring)Network & MSP Workforce Orchestration

SRV MONITORING

SRV Monitoring provides the following services:IP Network monitoring (KPI based 24x7 NOC surveillance)Broadcast Network monitoring (KPI based 24x7 NOC surveillance)Data Center monitoring (KPI based 24x7 NOC surveillance)Mobile Network monitoring (KPI based 24x7 NOC surveillance)Transmission Network monitoring (KPI based 24x7 NOC surveillance)IP Network support (Troubleshooting and network architecture services)Data Center support (Application & OS support, DR support)Transmission Network support (Troubleshooting and NMS support)Technical Call Center (24x7 language specific call center for existing customers)

Our focus is on delivering quality services, defined by SLAs with our customers and measured by quantifiable KPIs.We can offer dedicated, ring-fenced, teams for our customers or as sharedresources for smaller environments.

8:00am-4:30pm10pm-8:30am 4:00pm-10:30pm

Shift Lead

Event Management Event Management Event Management

Service Desk Service DeskService Desk

Shift Lead Shift Lead

Incident Management Incident Management Incident Management

Problem Management

Change ManagementService Asset & Config Management

Technical Support Tasks:• Network Configuration• 2nd Level Incident Management• 2nd Level Problem Management

Technical Support(IP/Voice/Broadband)

Technical Support(IP/Voice/Broadband)

Technical Support(IP/Voice/Broadband)

SLA Management

NOC Shift tasks:• Service Desk (for CC calls for B2B Customers)• Event Mgmt (Surveillance/Monitoring)• Incident Mgmt (Troubleshooting with Focus on up time)

Coordinates Change in the network and with services

Track all assets in the network and changes to them

Ensure all contractual SLA’s are met or exceeded to clients.

Troubleshooting with focus on Root Cause Analysis (RCA) and permanent fixes

SRV NOC FUNCTIONS

SRV MONITORING

Broadcast Specific Management capability• Satellite uplink and downlink• Video encoding and decoding• Multiplexing• Encryption and Conditional Access management• Terrestrial connectivity (domestic & international)• Equipment hosting• Independent supply of satellite space segment• Aggregation & switching of Occasional Use• contribution feeds• Content management

Anything that is measureable is manageable – from your Editorial offices to remote outside plant.

SRV MONITORING

Why are we offering our support from Budapest, Hungary:Access to quality support within the same time-zoneEuropean university trained network engineersCustomer service with a European mindsetEuropean language supportAffordable offering to our customersFlexible services based on our customers’ needsOperating from within the European Union

We have a tight cooperation with the best technical university in Budapest, allowing us to recruit the best and brightest and ensuring that their training isinline with our customers’ needs.

CUSTOMER EXPERIENCE MANAGEMENT (CEM)

By identifying how network level problems actually effect Customers we can help clients drive better customer experience. This can be in the form of better network performance by spending available investment on items which will see direct gains (such as capacity for a congested area) but even learn how to improve communication with clients when there is a problem. Rather than focus on KPI’s or even KQI’s we’ll look at Customer Experience Indicators

CEM – OUR APPROACH

Using different data sources available we work with clients to provide Real time analysis and historical reporting using our suite of analytics tools SRV:• Network Performance Data• Network Alarms• CRM and ticketing data• Social Media Feeds (Twitter/Facebook)• External Data Sources• Service Decompositions

SRV MONITORING

Q & A

Thank you for your time.