Emergency Case Handling
Guidance document
Not replacing official tool / process documentation
V1.3 Sep 2010
Soc Classification level
1
© Nokia Siemens Networks
Presentation / Author / Date
What is emergency
Dictionary definition:
A situation such as a natural or man-made disaster requiring urgent assistance.
Contractual definition:
An emergency case commences if a service, major system capacity, billing or
maintenance capabilities is severely affected by a technical problem and requires
immediate corrective action.
• Rarely happening situations to individuals
– More attention, structure and speed needed
• All communication via phone, other means documenting and clarifying
• Not all customer emergencies are “product” emergencies
– Need to solve as well, management involvement
• Getting higher attention with not real emergency MAY not be done
– All parties, customer, CIT and supporting functions need to work until solution
found
• Immediate recovery as target
Soc Classification level
2
© Nokia Siemens Networks
Presentation / Author / Date
How to avoid emergencies
• Most often emergency caused by change, if change known
recovery faster (KT-methodology)
– Change planning and agreeing/communicating with customer and other
team working on NW
• Plan before starting any execution
• Execute with agreed plan
• Plan recovery and use it when needed
• Educate customer to do similarly
Soc Classification level
3
© Nokia Siemens Networks
Presentation / Author / Date
How to handle emergencies
• Preparations and practicing
– Recovery speed as slow as slowest link
• Readiness to receive emergency request
– Clarifying what’s not working (KT-methodology)
• Taking responsibility
– Showing ownership from beginning
• Emotionally critical situation
– Empathy and clear actions
• Speed of recovery
– Systematical troubleshooting
• Escalations when needed
– Clear communication internally and toward customer
Soc Classification level
4
© Nokia Siemens Networks
Presentation / Author / Date
Escalation
• Escalate immediately in case of outage
• Management escalation in case of outage immediately and
in case troubleshooting not progressing
• Escalation means seeking additional support, not transferring
responsibility
– Ownership of incident stays at customer interface
– Escalation not stopping activities at customer interface
– For customer interface incident is individual/unique, but supporting
functions might have multiple incidents at same time
– Be clear on impact, something not working not enough
• Outage notification SMS is not escalation, but mandatory
and critical information sharing method
Soc Classification level
5
© Nokia Siemens Networks
Presentation / Author / Date
Care Program Manager readiness
• Customer knowing technical and management escalation points
•
•
•
•
•
•
•
– Contact information shared
– Backup contacts and methods (roaming/competitor SIM) agreed
Care Team knowing agreed ways of working
– Internal and customer communication
Support contracts, for 3rd party products, in place
– Care Team knowing escalation points
Remote Access available
Access to sites in case needed
– Agreed and communicated methods to get access
Outage notification SMS funtional
Self evaluation readiness check list, not exhaustive
Are we ready ?
Soc Classification level
6
© Nokia Siemens Networks
Presentation / Author / Date
Engineer on duty readiness
• Availability is not readiness
•
•
•
•
•
•
– Be ready to take action
Responsibilities known
– Call back within agreed time
Technical competencies
– Customer environment knowledge
Tools, SW and HW
– Availability and knowledge of usage
Escalation guidelines and timings known
– Strictly follow agreed timelines
– Clear communication and documentation internally and towards customer
Process and tools knowledge
– Access to ticket handling tool
Be ready !
Soc Classification level
7
© Nokia Siemens Networks
Presentation / Author / Date
Handling emergency
– High level Process, Tools and People
Input
customer
emergency
request
Receive
customer
emergency
call
Trouble
Escalate
shooting
Provide
Solution
Output
solved
Emergency
Request &
Report
Communication
Tools
Resources
Action records, Emergency notice SMS, SON
CIT Emergency Duty engineer
CaPM,
Resource Manager
Regional Rota manager
PL Engineers/Duty Manager
Process
Open emergency case, During emergency trouble
shooting, Close emergency case
Soc Classification level
8
© Nokia Siemens Networks
Presentation / Author / Date
Emergency Process
- Open Emergency Case, quick evaluation
Emergency call from
customer directly or
via contact center
Escalate to next level
Next level call back
Initiate RAS process
if necessary
Outage notification
SMS if NE outage
Initiate technical
escalation
Contact Country/MEA
duty manager
Initiate management
escalation
Within 30min, but
immediately in case
Outage
Call CPM to brief
the case and
customer contact
information
Escalate to 3rd party
Within 30min, but
immediately in case
Outage
Global emergency
call back
Request on-site
support if necessary
Action by CaPM (can be fully
or partially delegated to Duty
Mgr
Action by next level/3rd
party support
Action by Duty engineer
 Key words to customer: “NSN has taken immediate actions on your request”
 Key words to next level: “We need your support, but continuing our activities as well”
Soc Classification level
9
© Nokia Siemens Networks
Presentation / Author / Date
Emergency Process
- Emergency trouble shooting, recovery in shortest possible time
Trouble shooting with
next level/3rd party
support, record each
action, log each
command timelines
Verify the case and
collect information by
asking QUICK
QUESTIONS
Duty engineer via
RAS or on site or
customer NW Mgmt
Center which one is
faster
Set up “CHAT”
channel with next
level engineer
Get approval from
customer /CaPM if
any trouble shooting
action needing NW
downtime.
Set up RAS for next
level engineer, apply
for suitable
passwords
CaPM on site or
customer NW Mgmt
center
Initiate management
escalation if needed
Risk Analysis
before actions,
constant
communication
with next level
Deliver
solution to
customer, or
implement
the solution
by ourselves
Update the
progress
every 2
hours to
CaPM by
SMS
Coordinate any customer support actions and NSN
support actions. Make sure duty engineers are able to
focus on technical trouble shooting. Communicate! Be
in charge !
Update the progress
to NSN
management by
SMS
Update progress to
customer by call and
SMS
Action by CaPM (can be fully
or partially delegated to Duty
Mgr)
Action by Duty engineer
CaPM words to duty engineer “ Don't be nervous, just do as we practiced, focus on trouble shooting, I am here, as
CaPM, will handle communication and be in charge on decisions / requests to customer”
Action by Duty engineer
 CaPM to customer : describe the case and impact accurately, cool down customer, control the situation. Be in
charge!
Soc Classification level
10
© Nokia Siemens Networks
Presentation / Author / Date
Emergency Process
- Escalate, ensure internal communication
Communication, open
conference bridge
immediately update
calls in every
30minutes
Communication and
information sharing,
just one agreed
troubleshooting
action on-going
RAS in use
Risk Analysis
together with PL,
inform CaPM
Record and
share all
actions
Internal management
escalation in case no
progress
Technical escalation
outage immediately
and max 30min,
Internal management
escalation max 2h, to
CaPM or Duty Mgr
Outage internal
management
escalation
immediately, to
CaPM or Duty Mgr
https://sharenetims.inside.nokiasiemensne
tworks.com/livelink/livelink/
Open/381181882
https://sharenetims.inside.nokiasiemensn
etworks.com/livelink/liveli
nk/Open/381181882
Updates internally
and toward customer
Risk analysis shared
and agreed with
customer mgmt
Agreeing with next
level support duty
mgmt next steps
Allow recovery
actions as agreed
Action by CaPM (can be fully
or partially delegated to Duty
Mgr)
Action by Duty engineer
One action on-going, if multiple, all parties have to be informed
Involve management to customer communication and internal decision making. Just one leader at time !
Soc Classification level
11
© Nokia Siemens Networks
Presentation / Author / Date
Emergency Process
- Close Emergency case, communication for clarity
Confirm with
customer the
solution works
Close case to Tier3
and remind Tier3 for
root cause if the
cause is unclear
Close RAS
Prepare
Emergency
report
Reviewed
by CaPM
Send close SMS to
CaPM
Deliver report to
Send close SMS to
NSN management
by SMS
Close the case to
customer
management by call
and SMS
customer
Appreciate customer
related support
person by call &
SMS
Send action records
to CaPM (Store and
share)
Organize case study
within the group,
involve
<Customer>er group
engineers if it is
necessary
Case study report,
future improvement
suggestions to
internal team and
customer (Store and
share)
Action by CaPM (can be fully
or partially delegated to Duty
Mgr)
Action by Duty engineer
Close emergency case is more than “get confirmation from customer”, it is a process that includes Deliver
Emergency report to show NSN’s performance and value. Standard template shall be used!
 RCA shall be ready within 10days after Emergency, RCA report is updated in this kink:
https://inside.nokiasiemensnetworks.com/GLOBAL/COMPANY/ORGANIZATION/GS/GBL/CARE/CARELOB/CareSo
ftwareServicesOperations/PerformanceAndQualityMgt/PerformanceAndServiceQualityManagement/Pages/CareSWS
Reporting.aspx
 It is a mandatory to have case study for EACH emergency case!
Soc Classification level
12
© Nokia Siemens Networks
Presentation / Author / Date
Real-Time Actions
RESOLVE Actions
Customer calls EME #
Call Center attends to call
EME case created
Rota engineer contacted
RESOLVE ref#
Rota engineer: Responds
Initial
Response
TCP Initial Response
System Outage:
Partial /Full
TA/TCP/ CM
Troubleshooting starts
•Call Out
On-site
support
Troubleshooting progress
•System Outage
SONS
•Partial/
Full
Outage
Procedure
Troubleshooting progress
Phone
SYKES
EME ME
Procedure
BUTS
Rota
engineer
Resolution
delivered
•Technical escalation BUTS
Troubleshooting progress
•System restored
Troubleshooting ends
EME M-SSO Manager Start ME
Escalation Manager update ME
System
Restored
(TA-TCP)
RCA
provided
•Solution provided
EME Management
escalation
Create follow
up case (TA)
Emergency report to Customer
Case Closed (CM) – Backdate Milestones TA/TCP/CM ;
Perform Outage handling TA L3/TCP/ CM ; Perform ME Escalation Manager (GCC)
Soc Classification level
13
© Nokia Siemens Networks
Presentation / Author / Date
To be agreed: Escalation Procedure with <Customer>
Respective Customer Interface
<Customer> respective
affiliate is interface
<Customer> HQ is
interface
<Customer> respective
Counterpart
Contact
Regional (Geographic)
GCT / CBT (Business)
Escalatio
n Levels
To be filled by customer
Head of Region
CO (Executive Board
Member)
Level 3
To be filled by customer
To be filled by customer
Regional Care Head
Regional Service Head
Head of Subregion
-CT head
-Head of Services Subregion
-SWS Operations Regional
Manager
-Subregion Care Head
-SWS Operations Subregion
Manager
MEA Region Head
MEA Service Region Head
-GCT / CBT Head
-GCT / CBTService Head
-GCT / CBT Care Head
Care Program Manager
T0 = time of opening an emergency ticket
CaPM initiates an SMS through SONS to 1st level escalation parties
*SLA is crossed after 4 hours from logging the case
Soc Classification level
14
© Nokia Siemens Networks
Presentation / Author / Date
Level 2
Level 1
Time
Interval
Remarks
2 Hours*
IF greater
than 2
hours
without
resolveme
nt escalate
to next
level
3 Hours
IF greater
than 3
hours
without
resolveme
nt escalate
to next
level
T0
Excel based reminder
Have to be in every persons PC participating to emergency
case handling
Local practices and contacts to be documented inside excel
All actions recorded with timing and description
Soc Classification level
15
© Nokia Siemens Networks
Presentation / Author / Date