Installation Certification Program. Deployment of the ETM System

Transcription

1 Installation Certification Program for Deployment of the ETM System March 2010 Prepared by: SecureLogix San Pedro Ave., Suite (210) (210) (Fax)

2 TABLE OF CONTENTS 1.0 OVERVIEW VENDOR IDENTIFICATION TRAINING & CERTIFICATION PROCESS INSTALLATION ENVIRONMENT DEFINITIONS CERTIFICATION LEVELS AND PRE-REQUISITES MINIMUM INSTALLATION CREW CONFIGURATION CERTIFICATION PROCESS

3 1.0 Overview This document is used to describe the process to train and certify individuals on the installation of the ETM System. 1.1 Vendor Identification The SecureLogix (SLC) Product Training Department has prepared this publication and is responsible for its content and updates. The primary contacts for questions concerning this document are: Management and Administration Jane Byrne Product Training Manager Voice: (210) ext 939 Fax: (210) Technical Ted Broa Manager, Customer Support Voice: (210) x918 Support: (877) Fax: (210)

4 2.0 Training & Certification Process The following section describes the training and certification process for ETM System installations. 2.1 Installation Environment Definitions ETM System installations will be characterized as belonging to one of two primary environments, ENV1 and ENV2. The SLC Systems Engineer and the Project Manager will determine this categorization during the sales process. The installation environment category determines the type of Installation Technician required for the project. The environments are defined as: ENV1 Environment 1. PBX environment in which T-1/PRI connectivity is principally achieved via RJ-48C modular and DB15 serial connections into customer premise Channel Service Units or smart jacks and analog connectivity is principally achieved via 110, 66, and / or bix blocks. ENV2 Environment 2. Class 5 End Office switch environment in which T-1/PRI connectivity is principally achieved via DSX-1 cross connect frames or analog connectivity is principally achieved via high-density wire wrap cross connect modules. 2.2 Certification Levels and Pre-requisites ETM Systems Engineer. The candidate must have a minimum of three years systems administration experience or a formal certification such as MCSE or Sun Solaris System Administrator. The candidate must have a minimum of one-year experience in convergent, switched voice/computer applications such as voice messaging, call accounting, call center, or IP telephony. A certified ETM SYSTEMS ENGINEER is required for all installations where server is on-site. For example, an SE will not be required for a TWSA where equipment is being installed, out-of-boxed, and server resides at SecureLogix or another NOC. IT1 Installation Technician 1. The candidate must have a minimum of three years experience in the installation or expansion of customer premise Private Branch Exchange (PBX) level switches (e.g. Meridian, Definity, or equivalent), or a minimum of three years experience installing switched voice transmission systems in a central office environment if the candidate can demonstrate knowledge of PRI and T-1 CAS signaling concepts. The candidate must have at least one-year experience managing other technicians in the 4

5 aforementioned tasks. The candidate must be experienced and certified to install horizontal and vertical distribution cabling into a customer premise environment. The partner must provide evidence of their candidate s certification by Nortel, Butler Telecom, Bell Operating Company, or other certifying authority, in customer premise environments. The candidate must be proficient using standard telecommunications tools and test equipment. A certified IT1 is required for all ENV1 installations. IT2 Installation Technician 2. The candidate must meet or exceed the requirements of the IT1, plus have a minimum of three years experience installing or expanding carrier class switches (e.g., DMS-100, 5ESS, or equivalent) in a central or end office environment. The candidate must be experienced and certified to perform horizontal and vertical distribution cabling in a central or end office environment. The partner must provide evidence of their candidate s certification by Nortel, Butler Telecom, Bell Operating Company, or other certifying authority, in central or end office DSX-1 cross connect environment. A certified IT2 is required for all ENV2 installations. 2.3 Minimum Installation Crew Configuration All installations require a certified ETM Systems Engineer and certified IT to meet the specific requirements of an installation (e.g., an ENV2 installation requires a certified ETM Systems Engineer and a certified IT2). It is important to note that a single individual may hold both certifications allowing an alliance member the flexibility to engage in a one-person installation, where practical. The ETM Systems Engineer will serve as the installation team chief and will retain overall responsibility for a successful ETM System installation. The ETM Systems Engineer must be capable of troubleshooting issues and determine whether it is a configuration, physical wiring, software or network related issue; and then must correct, or facilitate the correction, the problem to a customer s satisfaction. The IT is responsible to the ETM Systems Engineer for the physical installation of the ETM System and integration to a customer s Telecom and network infrastructures. The IT will perform work according to SecureLogix, industry standards, and customer requirements. 2.4 Certification Process The SLC training and certification process for installing ETM Systems includes verifying pre-requisites, formal classroom training, on-the-job training, and a certification check ride. 5

6 Classroom Training at SecureLogix. SLC offers a three-day, formal ETM System Operations / Administration and a four-day ETM System Integrator Course at our San Antonio training facility. The Op/Admin course can also be taught at the partner s facility using our mobile training kit. The courses do not attempt to teach basic Telecom concepts or skills, rather they cover SLC best practices for operating, administering, and installing the entire suite of ETM System products. On-the-Job Training (OJT). After completing the ETM System Integrator Course, a candidate is entered into a formal on-the-job training (OJT) program supervised by a certified ETM Systems Engineer. The OJT program follows the ETM System Job Qualification Standard, which is a training record of all the skills and knowledge items necessary to become a certified ETM Systems Engineer. The Training Department within SLC Program Management group is responsible for creating, reviewing, and maintaining training records when individuals are entered into the program. Certification Policy. While there is no minimum number of OJT installations necessary to complete the certification program, the IT1 and IT2 candidates are allowed a maximum of four (4) OJT installations and one (1) certification check ride. ETM SE candidates are allowed five OJT installations and one certification check ride. If the candidate cannot achieve certification within those limits, SLC will review their progress and make a determination as to whether the candidate will be allowed to remain in the program. SLC reserves the right to disqualify any candidate at any time during the OJT training period for failure to progress. Certification Check Ride. Only SecureLogix can formally certify a candidate to perform ETM System installations. When a certified ETM Systems Engineer has signed off all knowledge and performance tasks in the ETM System Integrator Qualification Standard, the candidate is ready for a formal certification check ride. The trainer will coordinate with the Program Management Group to schedule the certification check ride. A SecureLogix certified Systems Engineer reviews the training record as well as observe and evaluate the candidate in the performance of an actual ETM System installation. Technical Support. While on site, the ETM Systems Engineer may contact SLC Customer Support directly if they require technical assistance. 6

7 Partners are advised to be aware of Customer Support hours of 7-7 CT (M-F). Documentation Required. Since SLC Customer Support will be responsible for the system after the installation partner has completed the install, accurate documentation of the as-built configuration must be captured and returned to SLC. All of these documents must be completed properly before invoices for services can be processed for payment. Details regarding each document, its purpose and submission timelines are as follows: Installation Verification checklist. A checklist to verify the system is functioning properly. This is the primary vehicle by which SLC Customer Support determines if the system was installed properly. Submit with the system documentation within 14 days of installation. Appliance Configuration Details. Either in a form of a spreadsheet or through a series of system output files, the objective is to capture all technical configuration settings of the installed system. Submit with the system documentation within 14 days of installation. Product Receipt Form. A SecureLogix form to verify the serial numbers/mac addresses of the equipment actually installed at the customer location and the number of spans licensed. It includes a signature block for the customer to indicate acceptance of the system and document the start date of the Customer Care agreement. Submit with the system documentation within 14 days of installation. ETM, TeleWatch Secure, TWSA, We See Your Voice, SecureLogix,, the ETM Emblem, the SecureLogix Emblem and the SecureLogix Diamond Emblem are trademarks and/or service marks or registered trademarks and/or service marks of in the U.S.A. and other countries. All other trademarks mentioned herein are believed to be trademarks of their respective owners. Copyright All Rights Reserved. SecureLogix technologies are protected by one or more of the following patents: US 6,249,575 B1, US 6,320,948 B1, US 6,687,353 B1, US 6,700,964 B1, US 6,718,024 B1, US 6,735,291 B1, US 6,760,420 B2, US 6,760,421 B2, US 6,879,671 B1, US 7,133,511 B2, US 7,231,027 B2, US 6,226,372 B1, US 7,440,558 B2, and CA 2,354,149. U.S. and Foreign Patents Pending. 7