Zamil has strong expertise in day to day management and running of telecom sites enabling its customers achieve their SLAs with their customers.

Our approach

• Proactively monitor and manage the problem & change
• Work with customers to understand issues & requirements to respond to requests for new services
• Monitor, manage, and report Service Levels Achievements in a timely manner
• Bring the advantage of cross pollination to the customer
  

Our Focus

• Ensure positive customer satisfaction by delivering to expectations
• Drive and manage service quality for improving service delivery processes
• Deliver on service commitments
• Provide account leadership and participate in Change Control Board
• Drive, coordinate and participate in crisis management

A representative set of activities under our Managed Services offering is as follows:

• Implementation of Standard Operating Procedures for O&M
• Implementing comprehensive test schedules for all equipments
• Putting together all data recording formats e.g. opening of appropriate registers for logs, test schedules performance and fault recordings
• Provide all the tools and equipments required during the agreement
• Repair and maintenance of hardware including spare parts (unless wherever specifically excluded) for all the hardware/items being supplied under the agreement
• Routine maintenance of all assets like DG Sets, Shelters, Towers, Air-conditioners, Power-plant, Batteries, SMPS, BTS, Microwave equipment etc on a continuous basis at all sites
• 24 x 7 x 365 operations

Besides providing end to end O & M services, Zamil also offers specialized services such as Fuel Management, especially for remote location sites and rocky terrains etc.

Helpdesk

We set up a 24 x 7 helpdesk for the customers to submit complaints by calling the contact centre. Alternatively, the contact center also checks on the alarms received at TOC and based on the severity, sends an alert to the appropriate personnel either through SMS alert or email or phone calls.

Governance and Performance Measurement

The agreement is governed through the following mechanisms:

• Weekly reviews and monthly management reviews
• Steering committee meetings
• Agreed definitions of Service Level Agreements and their measurement method