Supplier support

1. Why are they so important to us

2. What do they do?
Vodafone provide all of the WAN for London Midlands, Southern Railway, Go-
Ahead and Southeastern [not currently do not support GoVia Thameslink at the
moment, but we will in the future]. They do cover WAN for the Bus companies
and will be updated in the future.
Vodafone Tickets
Vodafone are proactively monitoring WAN on the sites they cover for Southern,
Southeastern, Group and London Midlands [When we take them on]. They send
email Alerts for connectivity issues/ intermittent issues and slow performance
issues.
What is WAN:
A Wide Area Network (WAN) is a network that covers a broad area
Many wide area networks span long distances via telephone lines, fiber optic
cables, or satellite links.
*Smaller sites that use the Vodaphone network will have a DSL connection but
the bigger sites will have much more complex networking that will be involved

3. SOOO..??
Why is this so important?
If a site loses WAN they have no network
No retail and loss of money
Dangerous as trains are coming into a station who are
not prepared
Vodafone proactively email ITsuppliers for all issues
Updates
New Logged calls
Closures

4. What can we do at first line
support?
• Vodafone want us to do as much troubleshooting as we can.
• A Basic visual check [Kit Check] of the router – via ringing the site
and asking for a visial check [normally in the Coms cupboard in the
retail office]
• Check to make sure the router is powered on and showing a power
light on it
• Check to make sure the lights for the ports, WLAN and power light
are present and not showing any signs of issues such as flashing
lights
• For Network Slowness issues Vodafone will require a Default
Gateway IPV4 address and the IPV4 address of the affected Item(s)
on the network

5. Minimum data set from the GAG Wan Master list
and from the visual kit check and site managers

6. How to get the site details to contact them?
Use the Area Contact List

7. How do we log them
Queue Manager + nights mostly will be involved with daily
monitoring
1. Monitor the Itsuppliers mail box
2. It will create a New Logged incident to Service Now – all others i.e
updates/planned outages stay in IT suppliers mailbox for us to check!!
3. New logged calls [logged under Vodafone]: Check site via the GAG Master
Inventory – it will help you define the company and site code
4. Ping site via the IP on the GAG Master Inventory
5. Contact site via the AREA Contact list and start the Visual checks [Kit check]
and confirm opening times/who available for a Vodafone engineer
6. Ring Vodafone with all your gathered information.
7. Keep call open..wait for updates from Itsuppliers mailbox and ring contact
on site to confirm closure.

8. Facts
If a site a P1 please follow the P1 process
We will keep SOU/SER/GAG vodafone incidents in our
queue
All the WAN/contact list documents are on the share
There are high priority – so when Queue
managing/nights these are to worry about the
most….

9. And lastly
The process still needs refined ..so you may see
update emails being sent to Service now and
creating a ticket… just find the original and add
the notes and follow - then let me know so I can
tell Vodafone they emailing the wrong address
Thanks Guys