OneNet NOC Subscriber Impact Guidelines

Subscriber impact is a subjective scale of measure used to quantify the current impact of a problem or maintenance on the subscriber’s operations, performance and usability. Set in conjunction with the subscriber, it may change as the ticket progresses and is used for ticket escalation. Subscriber impact seeks to answer, “How high of a priority is the problem/maintenance to the subscriber?”

By default, unless otherwise stated by the subscriber, all subscriber-initiated or reported trouble(s) will be set by default to an “elevated” or three-day turn-around status.

1-CRITICAL

A problem or issue for which the subscriber needs immediate, undivided attention from NOC staff until resolved. The subscriber is expected to be available immediately to commit full-time resources until the situation is resolved. The NOC uses this by default when the network is monitored to have an outage of a non-redundant core network element.

2-HIGH

A problem or issue for which the subscriber needs resolution within one business day. The subscriber is expected to commit resources to resolve the situation between the hours of 7 a.m. and 7 p.m.. The NOC uses this by default when the network is monitored to have an outage of a redundant core network element.

3-ELEVATED

A problem or issue for which the subscriber does not need immediate resolution, but needs NOC attention within three business days. The subscriber is expected to be available to provide information or assistance when available during normal business hours. The NOC uses this by default when a subscriber connection or session is monitored to have a problem or outage. This is also used by default for maintenance that is both NOC initiated and subscriber impacting.

4-NORMAL

No impact to the subscriber’s operations, performance and usability. Non-urgent subscriber service requests. Routine installation/provisioning tickets, non-subscriber impacting maintenance and subscriber-initiated maintenance.