Global Product Support - GPS

Beginners Guide

Mat Leaver
 High Level Support Concept
Pre DR5 Commercial Deployments

Customer Post DR5

& Post In Service
AR
Wireless Product
TSC Issues

Welcome Center
AR
Issues

** GPS **
Follow Up
AR

R&D
Outage

ER
Outage
Outage escalated within TEC if
Management needed
Customer
Pre DR5 FUTs

Pre DR5
Issues

Product
Issues TI&S
ARs

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GPS(TEC) Structure
Investigation
Who : GPS Level 3 Engineer
Objective :
Manage communication
towards CoE / customer
Check issue characterization
and trace completeness
CUSTOMER / CoE
Lab reproduction
Issue investigation
AR Resolve config issues
Identify if possible
workaround
Known issue filtering
Define SW component
impacted
Return fix plan to CoE /
customer
Verified Patch & Maintenance Loads
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Code Fix
Who : GPS Level 4 Engineer
Objective :
Performs and reviews code fix
Deliver fixes to GPS CE for
CR / MR product validation.
Pass issue in to main product
stream for fixes in next
release.
Patch
GPS Project
Management and
Customer Primes
Who : GPS CE Engineer
Objective :
Verify and deliver emergency
patches released by GPS Level
4.
Produce quarterly roll up
maintenance load for all
patches for all customers.
Sync with BSR test for test
improvement focus (i.e. how
do we catch it next time).
All Rights Reserved Alcatel-Lucent 2006, #####
GPS Scope
Note: NEs such as the Brick already have
GPS Support Coverage Scope a level 4 support team in place, so in
these cases GPS will focus more around
level 3 support and CE.

Operators Network

PSTN
IuCS MSC
BVG
IPC
IuCS + IuPS
BSG
BPG Router
FEMTO
IuPS SGSN GGSN
Brick
Internet

RADIUS FMS HLR

Vital AAA
IuCS + IuPS PDN
FEMTO

NTP BVG = BSR Voice Gateway

BPG = BSR Packet Gateway
BSG = BSR Signaling Gateway
IPC = IuCS Protocol Converter
FMS = Femto Management System

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So what is GPS?

GPS is not a new name for DFS it is an entirely different structure

borrowing from DFS, DCS, SAE, development and test.
GPS will provide engineers with a wide range of opportunities to move arround and
develop new skills.
Hotline will not be covered by Femto GPS. UTRAN GPS already have an
emergency recovery team who have already agreed to take on the hotline
function for Femto too.

Travel is expected to be very rare (if at all) given we can now attach a
GPS Femto to any customers network and use their core network to
reproduce issues.

Femto GPS is split between Swindon and Nanjing and will support up to 10
field trials and all commercial soft launches planned around the world.
For UTRAN GPS this is an entire organisation consisting of over 130
engineers covering all issues post GA.

5 | Presentation Title | Month 2006 All Rights Reserved Alcatel-Lucent 2006, #####