Telco-grade support for open-source based Evolved VAS Solutions - Irek Nowak, pro-IDS. Building telco-grade 24x7 support for complex open-source and third-party based solutions. Presented at TADSummit, 15-16 nov, Lisbon in Stream 5: Case Studies in Telecom App Development Part 2. Start-ups, enterprises and telcos are using telecom app development to build new lines of business and improve their existing operations. Though it may not have the sizzle of disruption or digital transformation; its where the bulk of the money us being made. This session will be a series of case studies on the practical application and business benefits of telecom app development.

1. OpenSource Support
for telco eVAS
Irek Nowak – CEO @ProIDS

2. About Me
Irek Nowak
 10 years experience in AT&T and Lucent Technologies
 Then 8 years in Nokia, heading regional support
team for external 3rd party-based complex solutions
 CEO @ ProIDS
More:
https://www.linkedin.com/in/ireneusznowak

3. New beginning of Telco support
I saw a film yesterday…
www.pro-ids.com 4

4. New beginning of Telco support
 And tried to communicate
with every country they
landed…
Separatelly
www.pro-ids.com 5
Polish title: „New beginning”
Isn’t it something like having to
support complex Open source
systems?

5. Current OpenSource support situation
www.pro-ids.com 6
Replace
this
with
Convenience,
Mobility & Savings
this
Prod1, Vendor 1
Prod2, Vendor 2
SLA2
SLA1
Prod3, Vendor 3
SLA3
Prod4, Vendor 4
SLA4
 Most SLAs – Best effort
 Separate contracts and conditions for contributing
 Many different support channels and interactions

6. OpenSource Support for Operators
www.pro-ids.com 7
• Best-effort mostly
• Or expensive, when bought one by
one
Lack of telco-grade
SLA
Every Vendor cares for own product
only
No E2E Support
Even when 2 issues above solved – still
a lot of pain for the operatorLack of SLA
Uniformity
We help to address common
communication providers’ challenges in Support
Choose E2E
Solution
Support
Uniform SLA
Choose SLA
you want
Differences covered the
Support Partner
One Support Partner
responsible for the whole
support handling
One Partner responsible
for contacting &
contracting Open Sources
Solutions

7. eVAS Support Model
www.pro-ids.com 8
Customer
End-to-EndSupport
3rd Parties (TQ, TR, EME)
Open LB Data Base OS Services…
Local Customer Support
Tickets initiation
On-site support
Emergency Call Center
Call-out rota 24x7
HW Support
TQ/TR Flow EME Flow
Main Support Team
- TQ / TR
- 3rd party management
Software bug fixing
Software validation
Non Production
Env Support
24x7 Emergency
Remote Rota
Tier 2
Tier 1
Solution Support
SW Support
Tier 3
3rd parties
Tier 3
OSS Middleware
Development Env
Support

8. Support Partner advantages
Support Partner provides holistic support for
heterogeneous, open-source solutions in end-to-
end mode, giving our Customers many
advantages:
 End-to-end solutions’ support & responsibility
 Single point of contact = efficiency – one party knows
the whole solution
 Telco-grade SLA for Open Source-based solutions:
 Composing a cost-efficient Telco system consisting of multiple
open source components is NOW possible
 3rd party SW validation
www.pro-ids.com 9

9. Support SLA
10
Emergency 24x7
Technical Query
Trouble
Resolution
8x5
Major / P1
Medium / P2
Minor / P3
Priority Actions
initial response
TTR
initial response
workaround
final correction
initial response
workaround
final correction
initial response
workaround
final correction
Request
confirmation
Answer
Telco Gold
15 min
4 hrs
1 hr
3 wd
4 weeks
1 hr
1 week
2 months
8 hrs
n/a
4 months
4 hrs
3 wd
OpenSource
Progress Update
every hour
None
1 hr
None
None
1 day
None
None
None
None
None
None
None

10. Applications / Services Validation
Service Validation is a separate service which can bring value to the Customer; It
validates the services developed by 3rd parties
The output is the service developed according to agreed standards, independent
of who is the developer (the same quality measures, tools, metrics, KPIs and SCE)
Then Support Partner can take-over the service to the support, being one single
support vendor for the whole system (Solution Support)
Service Validation consists of two separate phases:
Code Validation – checking the quality of the code (tools)
Service Performance Validation – automatic load and stress tests
Each phase concludes with the report indicating KPIs met/breached and
Improvement areas
11www.pro-ids.com

11. Applications / Services Validation
12www.pro-ids.com
Service
Design
Service
Development
Service
Build
Service
Testing
Service
Deployment
Developers
Service
Lifecycle
Project
Production
Deployment &
Integration test
Service
Build
Automatic
Service
Testing
Design
Develo
p-
ment
Build
Unit
testing
Automatic
Developer Test
Design
Develo
p-
ment
Build
Unit
testing
Automatic
Developer Test
Design
Develo
p-
ment
Build
Unit
testing
Automatic
Developer Test
Service
Deployment
(lab)
Integration testing
(lab)
Service
Deployment
(production)
Code Quality
Performance
Validation
Service
Validation
Operator / 3rd party
Partner Validation Center

12. ProIDS Sp. z o.o.
ul. Tagore 1/74
02-647 Warszawa, Polska
Phone: +48-22-299-1476
info@pro-ids.com
www.pro-ids.com
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