Back Office Operations
Back Office Operations – VSAT Process
Document Name:
Back office Operations – VSAT Process
Document ID:
PR-BO-VS
Prepared by:
Rajesh V V & Arati A K
Reviewed by:
Sumantra Sen
Approved by
Rajen Padukone & A M Thimmiya
Intended Recipient(s):
Back Office Personnel, Field Staff, LC Personnel
Document Objective:
To outline the process of VSAT installation for Learning Centers to
provide students an interactive distance learning solution using
VSAT technology.
Instructions:
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Please detach the document from your mail, save it and print out a copy for ready reference
Upon receipt of future revisions/updates, please ignore the earlier versions
Please do not change the contents of the document. Please email MUL Back Office for any
suggestions or proposals
Process Owner:
Signature
Raghavendra Bhat/ Rajesh V V
Manipal Universal Learning
Manipal Towers
14, Airport Road
Bangalore - 560008
Disclaimer
This document is for the exclusive use of MUL. Any use of this document other than the intended
use shall be deemed illegal. In case you have accidental access to this document please inform the
team mentioned above and shred this document.
VSAT Process
Version 1.0
Revision History
Version
Release Date
Prepared by
1.0.
29/05/2006
Arati / Rajesh VV
29/05/2006
PR-BO-VS
Comments
New release
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VSAT Process
Version 1.0
Table of Contents
1.
Abbreviations ............................................................................................................................... 4
2.
Flow Chart.................................................................................................................................... 5
3.
Application & Installation process ............................................................................................. 6
4.
Equipment Operating Specifications ......................................................................................... 7
5.
VSAT Helpdesk............................................................................................................................ 8
6.
Maintenance Support Provided by Vendor ............................................................................ 10
7.
Payouts to Vendor ..................................................................................................................... 10
8.
Use of VSAT ............................................................................................................................... 10
9.
Tracking the use of VSAT by Learning Centers .................................................................... 11
10.
Ownership issues in the event a center is declared shut .................................................... 11
11.
Exception ................................................................................................................................ 11
12.
Annexure ................................................................................................................................ 12
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VSAT Process
Version 1.0
1. Abbreviations
MUL
LC
HD
PC
UPS
LAN
AMC
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Manipal Universal Learning
Learning Center
Helpdesk
Personal Computer
Uninterrupted Power Supply
Local Area Network
Annual Maintenance Contract
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VSAT Process
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2. Flow Chart
MUL identifies a Learning
Center
Territory Manager to inspect
site and complete the
“Center Inspection Form”
Center meets
specification?
No
Yes
No further actions to be
taken on signing agreement
MUL to sign an agreement
with LC & pay necessary
application fees
Road Permit to be
furnished along
with site readiness
form if required
Vendor Engineer to carry out
site inspection and furnish
the Site Readiness form
Center meets
prerequisites?
No
Yes
LC to be given a deadline to
meet the requirements
VSAT requisition form to be
sent to the VSAT Manager
VSAT Manager to raise a
purchase order for the
equipment
Center meets
prerequisites?
Yes
No
LC agreement to be revoked
VSAT equipment to be
installed within the stipulated
time of 3 weeks
3 weeks from the
time of receipt of
site readiness form
& RP
Vendor to install the Train
Net software & VSAT to be
commissioned
Vendor to prepare
installation certificate
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VSAT Process
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3. Application & Installation process
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MUL will provide every Learning Center (LC) with a VSAT to provide students with an
interactive distance learning facility
The Territory Manager will inspect the site on the aspects given below and furnish a Center
Inspection Form (Annexure 8) providing details of the inspection carried out
On completion of the inspection if the center meets the necessary specification an Agreement
will be signed with MU which will delineate all the terms and conditions with regards to the
VSAT installation, commissioning, operations and ownership issues in the event of the
agreement is revoked. (Annexure 1)
In case of any road permit (Sales Tax requirement) required for transportation of the VSAT
equipment to the site, the TM/ VSAT Manager will inform the LC to procure the same and
send it to the VSAT Manager. Please refer Annexure 11 for details regarding road permits
The LC will have to fulfill the following prerequisites to obtain approval for installation of
the VSAT
o Availability of suitable space on the roof top/Ground for antenna installation. A
minimum flat surface area of 12’ x 12’ should be available to install the antenna.
o Clear look angle towards satellite (no obstruction of trees, buildings, high-tension
electrical wires, etc. in the look angle towards the satellite).
o Proper / safe access (staircase / lift / iron ladder with proper railings) to the rooftop /
terrace for lifting the antenna, etc. and also to undertake maintenance activities at a
later date.
o Distance between antenna and Indoor equipment should not be more than 90 feet.
o Land lord permission for installing the VSAT on the rooftop / terrace is available.
o Stable uninterrupted power supply to indoor equipment: A UPS (minimum
requirement will be 1kva for BIT equipments) having three nos. of 5 amp sockets
which will be within 2’distance from the indoor equipment of BIT. (Earth to neutral
voltage should be less than 2 V).
o Earth pit for earthing antenna (copper plate earthing is essential) (earthing resistance
should be less than 3 ohms).
o Availability of Electrician During installation for earthing and conducting of IFL
cable
o Availability of a dust free, air-conditioned room for housing the indoor equipment of
the BIT.
o Availability of PC with LAN card for testing
o Availability of Telephone with STD near BIT indoor equipment during installation
o Availability of Temporary power points near antenna during installation
On receiving the payment and completion of the Site Readiness inspection the TM will send
a VSAT Requisition Form (Annexure 9) to the VSAT Manager for installation of VSAT in
the site
The Vendor Engineer will survey the site to ensure all the above prerequisites are met
A site readiness form (Annexure 2) will be updated based on their observations during the
survey
This has to be approved by the VSAT Manager and subsequently the VSAT Manager will
raise a purchase order which will be approved by the CFO
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VSAT Process
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In case required site readiness prerequisites are not met the LC will be given a deadline to
meet the specified requirements failing which the LC agreement will be revoked
The turnaround time for installation of the VSAT will be 21 days after the receipt of Road
Permit and site readiness form (for procurement of new equipment)
After the installation of VSAT the vendor will install the Train- Net software following
which the VSAT will be commissioned.
At least 2 persons from the LC will be trained on the Train- net software. Names of the
persons will be provided to the VSAT Manager.
After completion of the installation the vendor will prepare an Installation certificate
(Annexure 3) which will be retained by the vendor and a copy will be sent to MUL. These
certificates should be made readily available by the vendor as and when required by MUL
4. Equipment Operating Specifications
The operating specification of the equipment is as given below
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Indoor Equipment
o Operation Voltage: 150 – 240 V AC regulated power, through Online UPS
o Operating temperature up to 45 degrees centigrade
o Relative humidity: up to 90% non condensing
o Environment: Dust free, AC environment preferable
o E-N voltage: Less than 2V, power supply to the equipment to be provided with
dedicated earth pit.
Outdoor Equipment
o Operating temperature: up to 50 degrees centigrade
o Relative humidity: up to 98%
Operating conditions that need to be taken care of
o Ensure that the indoor equipment operates a regulated UPS
o Ensure that the indoor equipment operates in a cool and dust free environment
o Ensure that the power supply is earthed
o Ensure that the VSAT equipment is earthed to a dedicated earth pit
o Ensure the earth pits are properly maintained on a weekly basis
o Ensure that the earth-neutral voltage is less than 2V.
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VSAT Process
Version 1.0
5. VSAT Helpdesk
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In case the LC is facing any technical issues with the VSAT they will contact the Manipal
Studio Helpdesk at Manipal via email or telephone (details of which are given below) and log
a complaint.
 Email ID
– manipalstudio@manipalu.com
 Telephone # – 0820 2571907
 The HD will log the complaint and open a ticket and provide the ticket number to the
LC and determine nature of the issue as per the table given below. The format of the
log sheet in given in Annexure 6
 A email giving details of the issue will also be sent to the VSAT Manager and
Manager - Quality Assurance of MUL by the HD
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The deadline to resolve the issues will be based on the nature of the issue as given below:
Nature of issues
Software issues
Site related issues
Responsibility
Resolution Time
‘A’ Class Cities*
Other Cities
MUL Studio/ VSAT hub
3 hours
3 hours
Vendor
4 hours
12 hours
* ‘A’ class cities include Bangalore, New Delhi, Chennai, Mumbai, Kolkata and Hyderabad
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The helpdesk personnel will follow-up on the status of the complaint as per the deadlines to
ensure the issue has been resolved and close the ticket
In case the vendor fails to resolve the issue within the stipulate deadline, the helpdesk will
escalate the issue to the MUL VSAT Manager who will follow-up with the vendor to resolve
the issue
If the issue still remains unresolved by the vendor the VSAT Manager will escalate the issue
to the Head of IT.
The above resolution time for each issue is subject to increase in case of weekends and
holidays
The Helpdesk services is presently available from 9 am to 6 pm from Monday to Saturday
Please refer the flow chart below illustrating the above mentioned process
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VSAT Process
Version 1.0
LC faces issues with the VSAT
LC contacts the Helpdesk (HD) to log
complaint
HD logs the complaint and opens ticket
and and issues a ticket number
Issue to be resolved
by MU or Vendor?
MU
Vendor
MU to resolve within the stipulated
time
Escalate issue to Vendor
HD to close ticket
HD to document details of
escalation
Vendor to give deadline for
resolving the issue based on the
nature of the issue
HD to follow-up on deadline
Issue Resolved?
No
Yes
HD to close ticket
Escalate to VSAT Manager
VSAT Manager to review case
status with Vendor and set new
deadline
Review case closure status as
per deadline
Open
Escalate to the next level
Closed
Inform HD to close ticket
Vendor to resolve & close issue
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VSAT Process
Version 1.0
6. Maintenance Support Provided by Vendor
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The vendor will be responsible to carry out all the routine maintenance of the sites as per the
agreement After undertaking maintenance work the vendor prepares the Service Call Sheet
(Annexure 4) which will comprise of details pertaining to the date, nature of call, observation
of engineer, customer remarks, confirmation from center if case is chargeable.
When the LC logs complaints with the helpdesk, the vendor will also be responsible to take
the necessary measures to resolve the issue within the stipulated time as defined in the
process in Section 5 of this document
MUL will sign the AMC (Annexure 5) with the vendor and pay the necessary charges for the
same
The vendor shall define the issues that are applicable under the AMC and issues that will be
chargeable.
Certificates of all the preventive maintenance work that have been carried out with the
acknowledgement of the LC coordinator shall be maintained by the vendor and submitted to
MU as and when required
7. Payouts to Vendor
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Maintenance Cost
o The maintenance cost will be as follows:
 The equipment will be under warranty for a year from the date of
commissioning
 Subsequently MU will sign an AMC with the vendor and decide the amount
payable which may change from time to time. This amount will be paid my
MUL
 An annual recurring charge towards bandwidth (Satellite & terrestrial) is also
payable by MUL.
8. Use of VSAT
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Please refer Annexure 7 for the VSAT User guide that gives detailed instructions on the use
of the VSAT facility
Multiplexing: Multiplexing is a feature that allows an LC to access multiple studios
conducting VSAT lectures from a single desktop. The process for the same is outlined in
Annexure 12 given below
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VSAT Process
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9. Tracking the use of VSAT by Learning Centers
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The Academics team will be provided usage reports on a monthly basis so as to understand
the usage of VSAT by each LC.
In case the LC has technical difficulties with accessing the VSAT, the LC Head or an
authorized center personnel will report the same to the VSAT helpdesk as per the process
outlined in Section 3
The vendor will generate a report that would give an account of the number of hours each
learning center has used the VSAT on a daily basis
A report on the VSAT usage will be sent to the Academics team and Business Head every
fortnight to track the use of the VSAT by the LCs
Lest the LC has technical issues with the VSAT, the Territory Manager will report the issue
to the Helpdesk and the issue will be resolved as per the process defined in Section 3 of this
document
10. Ownership issues in the event a center is declared shut
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In case of termination of contract with any Learning Center the possession of the VSAT
equipment will be transferred to MUL as per the signed agreement
MU also has the right to relocate/ shift the VSAT to any other LC in the event the agreement
is terminated.
After the termination of the agreement Manipal U will issue a Shifting Letter (Annexure 10)
to the vendor requesting for shifting of the VSAT equipment.
In case the LC denies possessing the equipment or return of equipment, the Senior
Management will take necessary action
11. Exception
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LCs in the following categories are not required to install VSAT. As and when the policy is
changed they will be included in the other appropriate category.
o AHS Centers.
o Hotel Mgmt Centers.
o Alliance Centers.
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VSAT Process
Version 1.0
12. Annexure
Number
Description
Annexure 1
Agreement
Annexure 2
Site Readiness Form
Annexure 3
Installation Certificate
Annexure 4
Service Call Sheet
Annexure 5
Annual Maintenance Contract
Annexure 6
VSAT Helpdesk Log
Annexure 7
VSAT User Manual
Annexure 8
Center Inspection Form
Annexure 9
VSAT Requisition Form
Annexure 10
Sample Shifting Letter
Annexure 11
Road Permit details
Annexure 12
Multiplexing Guidelines
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Document Format/ Sample
C:\Documents and
Settings\arati\My Documents\Process Documentation\A
C:\Documents and
Settings\arati\My Documents\Process Documentation\A
Only Hard Copy Available
C:\Documents and
Settings\arati\My Documents\VSAT\VSAT Helpdesk Log
C:\Documents and
Settings\arati\My Documents\VSAT\TrainNet Client Conf
C:\Documents and
Settings\arati\My Documents\Process Documentation\A
C:\Documents and
Settings\arati\My Documents\Process Documentation\A
C:\Documents and
Settings\arati\My Documents\Process Documentation\A
C:\Documents and
Settings\sumantra\Desktop\ROADPERMIT-REQUIREMEN
PR-BO-VS
C:\Documents and
Settings\arati\My Documents\Process Documentation\A
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