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ADISAM Operations Center

 

ADISAM Telecom has implemented a 24 hours by 7 days a week Network Operations Center in Bucharest – ADISAM Operations Center. ADISAM operates and controls its national network through AOC. In addition, AOC provides complete engineering, management and technical assistance for full-time and occasional-use video, Internet, data and voice applications.

ADISAM provides a service that is:

  - Effective: meets customer needs
  - Reliable: delivers on time, every time
  - Dependable: all service needs satisfied
  - Excellent: from the customer perspective

 
ADISAM Operations Center (AOC) services:
  • Customer help on-line
  • Customer technical support
  • Project engineering
  • Program management
  • Quality Assurance

Customer help on-line service consists of:

  • Respond to customer calls

  • Register the complaints by priorities

  • Draw up daily report concerning the working status of the customer sites

Technical support service consists of:

  • Emergency calls – immediate response by person on duty

  • Non-emergency calls – 8 hours response. For these calls:

  • Ensure a strict evidence until they are solved
  • Call-back during the same day
  • Contact the persons on duty on the ADISAM regional branches and prepare the possible intervention

  • Field operations:

  • Try to solve the problem directly from AOC guiding by phone the right person from the site that demands the intervention
  • Prepare the modules which do not respond on testing and need to be replaced; at the same time is noticed the person who is in charge to ship them for repairs

Project engineering service includes:

  • Network design and system sizing

  • Network interfaces and protocols

Program management service includes:

  • Co-ordinate activities at AOC

  • Manage contracts

    • new customer
    • system enhancements
    • system expansion
    • system upgrades after the customer requirement or the ADISAM experts recommendation

  • monitor customer satisfaction:

    • management visits
    • satisfaction questionnaires

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