Services Solution Description - Libyan Arab Railways - GSM-R - v1

Libyan Railroads
GSM-R Network Tender

Document
Services 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

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1. Introduction
Customer 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.


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2. Services Solution Overview

We 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


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3. Project Plan
An 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
Provision of Infrastructure
Provisioning of access to Customer premises
Delivery of equipment and materials on site
Notification that site is ready for Start of

Installation (SOI)
Announcement of Start of Installation (SOI) on

Customer s site
Unpacked from crates and packages on site
Prepare equipment and materials needed for

installation on-site.
Installation of network element (NE) for five sites
Check quality of installation
Record deviations from approved plans
Revise plans using actual installation
Announcement of Ready for Commissioning

R
Table 1: Installation Share of Responsibility


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Commissioning Share of
Responsibility
Nokia Siemens
Networks
Verify quality of installation through visual

inspection
Check hardware settings and power supply

connections
Power "on" of network element (NE)
Installation of SW and basic configuration of

network element (NE)
Check quality of network element (NE)
Connection of network element (NE) with

Management System
Inventory update made from the Quality check
Customer
Inform Customer Ready for Acceptance RFA

R
milestone
Table 2: Commissioning Share of Responsibility
Acceptance Share of Responsibility
Nokia Siemens
Networks
Prerequisites to perform acceptance tests
Customer
R
Planning of tasks to be performed
Agreement on test scope and priorities
Provisioning of access to Customer premises
Designation of skilled Customer personnel
Provisioning of necessary acceptance

documentation (ATMN)
Revision and approval of acceptance manual

ATMN
Execution of acceptance test
Evaluation of test reports with Customer
Correction of detected errors
Issuance of provisional acceptance certificate

A
(PAC)
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 Customers 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.


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Project
Manager
Technical
Manager
Access
Engineer
Core Network
Engineer
OSS Engineer
BCS Engineer
TI Project
Engineer
Cost and
Progress
Manager
Contract
Manager
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 Customers 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:


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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, Customerspecific 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 Customers environment. We perform this
support service in accordance with supplied Acceptance Test Manuals (ATMNs).


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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.


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4. Care Software Support Services

The GSM-R Networks 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 Customers 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)
Expert Support (SW Update Installation)
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 Customers 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
Initiation of a trouble ticket, assigning a priority level.
Delivery of instructions and templates for gathering

information.
Collection and report of all error symptoms available and

necessary for further analysis.
Evaluation of the trouble ticket, priority check.
Request of additional symptoms if necessary.


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Customer
10
Provision of a first response within the First Response Time.
Case analysis based on error symptoms, if necessary

verification on test systems.
Installation of correction or corrective measures.
Verification of the statement and/or the correction.
Ticket closure confirms correction, response not later than

one week after delivery of correction/solution.
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
Provision of the necessary information for analysis (e.g.

affected systems/technology)
Provision of a first response within the Initial Response Time
Analysis and request for additional information, if necessary
Provision of a full answer/solution within the defined answer

time
Ticket closure confirms acceptance of the answer/solution
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.


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Response Time
The Response Time being offered to Customers regarding the products sold by Nokia Siemens
Networks is as follows:
Service
Category Action
Major fault
Prio1
Medium
fault Prio2
Trouble Resolution
Minor fault
Prio3
Urgent
Request
Technical Query
General
request
Response Time
Initial response
Workaround
Final Correction
2h
3wd
6weeks
Initial response
2h
Workaround
2weeks
Final Correction
3months / next SCV
Initial response
Workaround
1wd
n/a
6months / future
SCV
8h
1week
2wd
2weeks
wd = working days
Final Correction
Initial response
Answer
Initial response
Answer
Table 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 occurred
The 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.


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Emergency Remote Support Share of Responsibility
Nokia
Customer
Siemens
Networks
Perform 2nd line troubleshooting and correction attempts following

the incident management process of network operations.
Initiative call via a defined emergency phone number.
Provision of information: Customer name, contract number, affected
system/technology, person to be contacted, description of the
situation incl. start time of the fault.
Provision of service engineers on duty 24 hours a day, 365 days a
year.
R
R
A
Return call within the initial response time by service support staff.
Continuous remote support of Customers personnel, until operation

is restored.
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.
Confirmation of system restoration and closure of ticket.
Table 7: Emergency Remote Support Share of Responsibility
Response time
Emergency Remote Support
Critical
Action
Response Time
Initial Response
Restoration
15min
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 Customers 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
Nokia Siemens
Networks
Fault report and emergency troubleshooting request to

designated Nokia Siemens Networks contact centre.
The Nokia Siemens Networks local support team will
co-ordinate the work orders and call out the
responsible staff as necessary.
Dispatch of local technical expert to site concerned as
necessary.
Co-operation with higher support tiers during fault
diagnostics.


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Customer
R
R
R
R
13
Fault analysis and determination of the cause of the

fault, propose corrective action.
Decide about and perform corrective action.
Documentation of fault analysis.
Initiation of required follow-up activities.
Closure of emergency case
R
A
R
R
Table 9: Emergency Callout Share of Responsibility
4.3
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 3 rd 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
Nokia Siemens
Networks
Initiation of a trouble ticket
Customer
R
Collection and report of all error symptoms available and

necessary for further analysis.
Escalation towards 3rd party for case handling.
Management of the escalated case.
3rd party license and royalty reporting to Nokia Siemens

Networks (if applicable).
Provision of a solution or answer.
3rd party equipment installed base maintenance.
Deliver 3rd party software updates and technical notes

via Nokia Siemens Networks standard process.
Installation of software updates.
Ticket closure confirms correction, response not later

than one week after delivery of correction/solution.
Service management (performance, reporting).

R
Table 10: Third Party Equipment Support Share of Responsibility
4.4
Expert Support


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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 Customers 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
Nokia Siemens
Networks
Customer
Provide verification test plan
Provide resource plan for testing
Provide information about network status to Nokia Siemens

Networks within agreed time limits
Provide the test environment
Provide customer-specific measurement equipment for testing
Installation of needed tools and the SW version for testing
Prepare the test reports
Prepare the agreed list with the relevant test steps
Ensure verification test execution with reporting
Provide follow up for discovered faults during testing
Provide acceptance of tested version
Table 11: Software Update Verification Testing Share of Responsibility
4.5


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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.


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5. Care Hardware Services

Hardware Services provide high quality repair and advanced spare part logistics services to assist
Customers 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 (FRUs), 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 FRUs and
consequently reduces the number of defective FRUs 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 FRUs 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 Point
Stop 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
Confirmation: receipt of order. Customer will receive the
relevant Return Material Authorization Number (RMA),
respectively a reference ID if not already received upfront.
Identification and removal of defective FRU on site
Attaching the Failure Report no. label to the outside of the

respective faulty FRUs box
Attaching the order and dispatch note and Failure Report to the
defective FRU
Packing and courier of defective FRU to Nokia Siemens

Networks Delivery Point
Visual check with reference to reparability. Eliminate irreparable

FRUs from the repair process at an early stage
Notification of irreparable FRUs


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Order of replacement FRUs for irreparable FRUs on own

costs if the warranty period has expired. It will be invoiced
separately with the value of a new spare part
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
Handover of the repaired/replaced FRU (form, fit function) to an

express courier and send it to the agreed Delivery Point
Customs clearance of repaired/replaced FRU.
Installation of a fully functional FRU on site.
Storage of the repaired/replaced FRU in Customer's own store.
Supporting processes
Definition of the FRUs supported by Repair service. Only
FRUs that are included in the respective Appendix 2 (Positive
List) are subject to the process described for Repair and
Return.
Definition of the Delivery Point(s).
R
R
Definition of the Customer Delivery Point
Ownership of any first level spare parts as required facilitating

the first line maintenance activity
Declaration Ready for Service (RFS).

In average this notice is given 2 (two) weeks after Care
Agreement signature
Provisioning of a repair statistic report on a regular basis
Inventory management
Stocking of Customer owned FRUs at Customer's own stores.
The stocking must be in accordance with the guidelines for
handling [electrostatic sensitive devices (ESD)]
List of installed base: provision of a quarterly update
Table 12: Repair and Return Share of Responsibility
5.2
Spare Part Supply


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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

Order and delivery process
Request for spare parts: individual purchase order by fax, email or internet address
Addresses and contacts ref. Appendix 4 (Points of Contact)
Order confirmation: receipt of order
Delivery of the ordered spare part unit to the agreed Customer
Delivery Point
Custom clearance of spare part unit
Storage of the spare part in Customers own store
Supporting process
Definition of the spare parts =supply agreement or any
deviation to that (if applicable) based on supply agreement;
always 100%
Definition of Integration Level of Parts sold as Spare (e.g.
individual button vs. complete keyboard)
Definition of Customer Delivery Point
Nokia Siemens
Networks
Customer
R
R
R
R
R
Table 13: Spare Part Supply Share of Responsibility


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6. Training
We 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.
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


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


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7. Conclusion
Our Services organization forms the worlds 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.


SWF50788
22
8. Glossary
Definitions
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
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


SWF50788
23

Services Solution Description - Libyan Arab Railways - GSM-R - v1

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Libyan Railroads

GSM-R Network Tender

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

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

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

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

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

Advanced Software Maintenance Emergency Support..................................12

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

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

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

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

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

Copyright 2009 Nokia Siemens Networks.

Services Solution Description - Version 1.0

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

Copyright 2009 Nokia Siemens Networks.

Services Solution Description - Version 1.0

2. Services Solution Overview

High Level Network Design

Network Implementation Services

Software Care Support Services (For Two Years)

Software Maintenance (Technical Query, Trouble Resolution and Software Updates)

Hardware Care Support Services (For Two Years)

Repair & Return

Instructor Led Learning

Copyright 2009 Nokia Siemens Networks.

Services Solution Description - Version 1.0

Scope of work for Network Implementation services

Scope of Work for Network Implementation Services

Installation Share of Responsibility

Provision of installation plan

Provisioning of access to Customer premises

Delivery of equipment and materials on site

Notification that site is ready for Start of

Announcement of Start of Installation (SOI) on

Unpacked from crates and packages on site

Prepare equipment and materials needed for

Installation of network element (NE) for five sites

Check quality of installation

Record deviations from approved plans

Revise plans using actual installation

Announcement of Ready for Commissioning

Copyright 2009 Nokia Siemens Networks.

Services Solution Description - Version 1.0

Verify quality of installation through visual

Check hardware settings and power supply

Power "on" of network element (NE)

Installation of SW and basic configuration of

Check quality of network element (NE)

Connection of network element (NE) with

Inventory update made from the Quality check

Inform Customer Ready for Acceptance RFA

Acceptance Share of Responsibility

Prerequisites to perform acceptance tests

Planning of tasks to be performed

Agreement on test scope and priorities

Provisioning of access to Customer premises

Designation of skilled Customer personnel

Provisioning of necessary acceptance

Revision and approval of acceptance manual

Execution of acceptance test

Evaluation of test reports with Customer