By Ivan Cabral Fernandes Jr*
Since the Covid-19 pandemic forced people to isolate themselves in their homes – where they started to work, attend online classes and meet friends and family virtually – the availability of high quality communication services has become a mandatory requirement. At the same time, it is a challenge for operators and Internet Service Providers (ISPs) who need to guarantee this availability in a scenario of decentralized and dispersed access. In this architecture, it is not possible to rely on the traditional network redunancy that is used to meet the needs of large buildings and corporate environments.
In this new framework, service providers need alternative procedures to ensure the quality, reliability and, consequently, the best experience for their customers. In the case of an optical network, this involves everything from assessing the quality of the installed fiber, monitoring the network in real time, remote support by a team of qualified professionals and even the availability of equipment and spare parts as replacements during repairs.
These are specific features that, together, guarantee a high quality network, but also require investments (sometimes heavy) that most ISPs in the country are unable to maintain. Access to skilled and properly trained labor still represents a difficulty in the Brazilian telecommunications market, especially in the more remote regions. This is one of the reasons that many ISPs – and even some telecom operators – are attracted to outsourcing high value added services, which can increase the value of the operation, or business.
This is the case, for example, of fiber optic characterization service, which requires highly qualified professionals in addition to state-of-the-art test equipment for measuring and evaluating the quality of the fiber. Based on the measurement data, specialized professionals are able to identify possible points of attenuation, dispersion or degradation that could compromise the quality of the transmission. Knowing the quality of the transmission medium is important when designing the network, as it allows, among other things, investment in the appropriate amplifier for the infrastructure. If the optical fiber is old and has degraded characteristics, a high power amplifier will be needed to deliver quality data transmission. On the other hand, if the failure is concentrated in a specific stretch of the network – which can be detected accurately using the appropriate instruments – replacing the optical fiber in that stretch can solve the problem and avoid the need to invest in a more powerful, and therefore more expensive, amplifier.
The use of state-of-the-art equipment and tools is also essential in monitoring the external network, enabling the early issuance of warnings about possible failures that could lead to interruption of data transmission. External network supervision and monitoring service adds great value to the quality of services supplied by providers to their customers (end users), since it can minimize or even avoid interruption in communications and, thus, guarantee high network availability.
Many of these tools are included in the set of services offered by a network operations center – NOC. These network monitoring and remote support services, available 24×7, are provided by specialized technicians in an advanced environment, with features such as dual-feed fiber optic systems, fire protection systems, Uniterruptible Power Supply (UPS) and generators to ensure uninterrupted operation in case of power failure. All of this with the flexibiliy of defining service level agreements (SLAs) suited to the needs, requirements – and investment capacity – of each provider.
Another service with high added value is the Spare Part as a Service (SPaaS), which consists of the delivery of spare equipment in the event of a failure that requires repairs. With this service, the network continues to function while the repair is carried out, without the provider having to invest in amplifiers, transponders and other spare equipment, which represent an investemnet in fixed capital.
The services offered are broad and varied, allowing the service provider to deliver quality and availability and a better experience to it’s customers, anywhere in the country, with an investment compatible with its resources. Customers are increasingly demanding and offering the best service experience is a good way to gain their satisfaction and loyalty.
*Ivan Cabral Fernandes Jr is Head of Premium Services Sales at Padtec, a global provider of state-of-the-art optical transmission solutions.