ARRISGLOBALSERVICES REFERENCEGUIDE EnablingGigabitServices TransformingNetworks StreamliningOperations EnhancingUserExperience ReducingRisk
LIFECYCLESERVICES 1 PROFESSIONALSERVICESEXPERIENCE 2 SERVICEFOCUSAREAS 4 TECHNOLOGYFOCUSAREAS 5 SERVICECAPABILITIES 6 DAY 2 DAY2SERVICES 12 TECHNICALSERVICESCONTRACTS 14 GLOBALKNOWLEDGESERVICES 16
LIFECYCLESERVICES Withover1100technicalprofessionalsinover40 countries,arrisglobalserviceshelpsserviceproviders grow theirbusinessbygetingtomarketfaster,reducing operatingexpenses,streamliningoperationsandensuring highserviceavailability.wespecializeindataandvideo networksandapplications,ip,wi-fi,fiberandhfcinfra- structure,andtheconsumerexperience.weprovide lifecycleservicestohelpoperatorsplan,design,implement andoperatetheirnetworksandbusinessprocesses. OurcustomerschooseustomaximizetheROIontheir networkinvestments,gettomarketfasterwithnew serviceswhilelimitingtheriskofoperationalchalenges, tooutsourcecriticalaspectsoftheirbusinessoperations andtodefineandintegratecomplex,vendorneutral solutions. OPERATE PLAN DESIGN IMPLEME NT 1
PROFESSIONALSERVICES GLOBALEXPERIENCE Over7,000professionalservicesengagementsforcableoperators,telcoproviders,video programmingproviders,overthetop(ott)operatorsandinternetserviceproviders, including: 4.8milionkilometersoutsideplantdesigned 2milion+subscribershostedforadvertisingmerchandisingforover3years 1milion+hoursofstaffaugmentation(past4-5years) 870,000+subscribershostedforvideoservices(over10yearsfor200operators) 600,000+piecesofequipmentdecommissioned 40,000+kilometersoffibertestedandmadeready 2 27,000+coaxandfibersurveyscompleted(since2013)
20,000+coaxandfiberdesignscompleted(since2013) 9,000+Wi-FiAccessPointsdesigned 6,500+edgedataandvideodevicesinstaled&configured 3,000+celtowerbackhaulprojectsexecuted 370+Backbone,MetroandPeeringfiberroutesdesignedanddocumented 300+SystemsIntegrationengagements 220+globaldatacenter,colocation/carierhotelfacilitiesmadeready 200+serviceofferings 100+partnersforintegrationandworldwideservicedelivery 50+operationalplaybookswithover600proceduresfor14differentvendors 3
SERVICEFOCUSAREAS ARRISdrawsonourbroadmenuofServiceCapabilitiestoprovidesolutionstoservice providersinafocusedareaoftheirbusinessevolution. System Integration System design,multivendorintegrationandtesting,scalingandlifecycle managementofcomplex,multivendorsolutionsforadvertising,ndvr,cdn,cpe/uivalidationand multi-screenenablement. ManagedServices Managingand/orperformingafunctionalactivityorbusinessprocessthat wouldnormalybeexecutedbyoperatorin-housepersonnel.rangesfrom simplestaffaugmentation tomanagedoperationstostrategicoutsourcing.leveragesonshoreandoffshorecapabilities. NetworkDesign&Deployment Servicestohelpdesignimplementandoptimizenew technologies anddecommissionandrecapturevaluefrom replacedtechnologies. TechnicalServices Intenselyfocusedexpertiseforrapidresolutionoftechnicalissueswithour productsandtheiroperation.factory-qualityrepairswithresponsetimestailoredtotheoperators requirements.robustdocumentationandtrainingofferedinavarietyofformats. ServiceProviderWi-Fi CompleteWi-Fisolutions(hardware,softwareandservices)fornew vert- 4icalmarketsaswelaslarge-scalemetronetworks.Thesesolutionscreateasimplifieduserexperience andintegrateseamlesslyintotheoperator send-to-enddeliverynetwork.
TECHNOLOGYFOCUSAREAS ARRIS sexpertiseisnottiedtoonetechnology.from ourrootsincabletelevision,digital videoandcariergradetelephonytotoday sglobalipnetworks,wehavetheexperienceand resourcestotackleyournetworkchalenges,regardlessofarchitecture. HFC Servicestoassisttraditionalcableoperatorswithdaytodayoperations,technologymigration (e.g.docsis3.1andccap),new solutiondevelopment,integrationandimplementation. IPVideo ARRIShelpsserviceprovidersovercomedeploymentchalengesandrealizethepromise ofiptvbyinstalingandintegratingcentralandregionalvideoheadendsandupgradingexisting headendstodeliverhigh-qualityiptvservicestotheirsubscribers. Fiber Turn-keyservicesrelatedtothenew build,growthandmaintenanceofshorthaul,longhaul, metroandcorefiberopticnetworkinfrastructure. Wi-Fi Design,deployment,integrationandoperationsservicestosupportnew andexpandingwi-fi capabilitiesregardlessofdeviceoraccessnetworktechnology. 5
SERVICECAPABILITIES Wedraw onawidearayofservicecapabilitiestodeliverprojectsontimeandinbudget. Configuration Developingthesite-specificconfigurationofnetworkelementsfornew instalations. Custom Software Developingcustom functionalityforbackofficeorenduserexperiencestomeet specificoperatormarketrequirements.capabilitiesinclude:apps,processautomation,workflows, AnalyticsandAdapters.Includesalprogramminglanguagesandutilizesonandoffshoreresources foroptimum deliveryandcost. Day2Services Servicesandknowledgethathelpsoperatorsproactivelymanageandoptimize theirnetworks. DecommissioningandReverseLogistics Managingtheturndown,removalandtransportof equipment,spaceandpowerwithaneyetowardstechnologyrefresh,redeployment,remarketingor recycling. Densification Improvingutilizationofexistingspaceandpowerinfrastructurewithhighdensity PODs thatarecustom PlannedanddesignedbuiltOff-site,Deliveredandintegrated. Design Designingorredesigningtheinsideandoutsideplanttoaddserviceofferingsand/or 6additionalclientsandverticalstoaservicearea.IncludesfacilitydocumentationandGISDocument- ationinbentleycomm s,spatial,lodedata,autocadandotherprograms.
DOCSIS3.1Transition Servicestohelpcableoperatorsprepareforandmanagethecomplete transitiontodocsis3.1,includingreadinessaudits/networkhealthchecks,labsupportand IntegrationTesting,Playbooksandongoingmentoringandtraining. FiberAnalysis&Characterization End-to-endfibertestingandcharacterization.Remediation anddocumentationoflong-haulandmetrofiberandleasedwaves. FiberNetworkDocumentation Worldclassdesign,auditanddocumentationofaboveand below groundnetworkinfrastructuresystemsusingindustrystandardgeospatialsystemsandother telecom operationsmanagementtools. Hosting HostingandmanagingsolutionsandapplicationsinanARRISdatacenter,savingservice providersvaluablerealestateandresourcestaffing. Instalation Turnkeyequipmentinstalationandmanagementincludingalassociatedcable infrastructureandrackplacement. InteroperabilityandValidationLabServices Testingandproceduredevelopmentfornew technologyinacontroledenvironmentonanoperator-specificconfiguration. www.arris.com/services 7
SERVICECAPABILITIES-continued InventoryManagement EquipmentandmaterialsmanagementinsecureARRISfacilitiesfor networkupgradesandnew buildswithtechnicalservicestoenabletheconfiguration,testandturnup ofnetworkelementsintherightplaceattherighttime. KnowledgeServices Providingclassroom,remoteoron-sitetrainingtoequippersonneltodeploy, maintainandoperatenetworkelementsandsolutions.publishingclear,conciseandaccuratematerials tosupportthedeployment,maintenanceandday-to-dayuseofnetworkelementsandsolutions. Logistics Managingmaterialsflow andlogisticstoworksites,includingordering,stocking,kiting, delivery,andreverselogisticsstaffingschedulingandcompliancewithlocalregulations(permiting). ManagedOperations ProvidingaBuild,Operate,TransferorHostingmodelwhereaproductor solutionisdeployedorhostedandarrismanagesitsoperation. NetworkAssessment Evaluatingthereadinessofyourcurentnetworkinfrastructuretosupport whatyouareplanningtointroduce,andidentifyingareasofdeficiencyornoncompliance.provides detailedrecommendationsforimprovingyournetworkenvironmentandplannedsystems,network technologies,and/orservicesandforincreasingoperationsenvironmentmaturity. 8
NetworkAudit Totalnetworkauditingprogramstoproperlycapturealequipment,fiberroutes, enclosures,addresses,routingtopology,floorplans,capacityforecasts,space,power,coolingandother designfacets.firststepofanassessment. NetworkDeliveryManagement Managingsiteandnetworkreadinessandacceptanceofthird partycariers,colocationprovidersandothervendorsincludingracks,space,power,capacityand otherinfrastructurerequirements. NetworkDocumentation DocumentationofNetworkAuditfindings. NetworkOptimization Analyzinganddevelopingrecommendationsandapplyingchangestodevice andnetworkconfigurationsforcost-effectiveperformanceimprovement.includesanalysisofnetwork utilizationandrecommendationsfor,andmanagementof,expansionandconsolidationprojects. NetworkPlanning Detailedengineeringofnetworksolutionsforvoice,video,dataandwireless, optimizedforseamlessdeployment. OperationalConsulting Assessingcurentoperations,includingBusinessProcessAnalysis(BPA) anddevelopingrecommendationstoimprovecostandperformanceofkeybusinessprocesses. www.arris.com/services 9
SERVICECAPABILITIES-continued OperationalPlaybooks Developingasingle,multi-vendor goto resourcefortheoperations andmaintenanceofalplantequipmentinasystem,tosystem specifications. Program/ProjectManagement Managingandcontrolingprojectconstraintstoensureproject plansareimplementedwithinscope,scheduleandbudget. SolutionLifecycleManagement Managingandexecutingtheregularmaintenance,upgrades, optimization,andreconfigurationofanetworksolutionfrom inceptiontoend-of-life. Solution/SystemsIntegration Turnkeydesign,development,deploymentandintegrationof complex,multi-vendorsolutionstomeetmarket/servicerequirementsincludingclouddvr,multiscreen videodelivery,advertising,cdn,andcpe/uivalidation. Staff Augmentation Providingexperiencedstafftoaddresscapacityorexpertisegapsinaservice provider soperation.typicalysmalnumbersofstaffforayearorshorterperiodoftime. StrategicOutsourcing Managingandperformingacompletebusinessfunctionforaserviceproviderinordertofreeupresourcesformorestrategicactivities.PotentialyinvolvestakingoncustomeresourcesasARRISemployees.Examplesincludetakingoveracustomercalcenteroralnetworkcapacityplanninganddesign.Typicalymuchlargerheadcountsareinvolvedforanindefinitetimeperiod.
TechnicalConsulting Developinglongterm strategiesandimplementationplansfortransforming thecapacityandservicesofferedthroughoperatorhfc,fiber,ip,ottandwi-finetworks. TechnicalServices Providingtherightleveloftechnicalexpertisetoresolveanyissuesthatarise witharrissolutions.providingfactory-levelrepairsandrepair-relatedserviceslikekitingandupgrades. TurnUpandTest Powering-up,performingacceptancetests,loadsystemsconfigurationfornewly deployednetworkelementsandsystems. Upgrades Planningandexecutingtechnologyupgrades,suchasDOCSIS3.1andCCAP,toexisting networkssuchasdocsis3.1andccapwithminimalsubscriberimpact. Wi-FiDesignandDeployment Design,engineering,networkintegration,constructionmanagement, qualityassuranceandacceptancetestingofwi-finetworks. www.arris.com/services
DAY 2 DAY2SERVICES AfterdeployingARRISproducts,Day2ServicesenhanceourWorldClasstechnicalsupportand addadditionalvaluebyprovidingservicesandknowledgetohelpoperatorsproactivelymanage andoptimizetheirnetwork.theseservicesinclude: AutomatedReporting Youneedsolid,dependableinformationtomakecriticalbusinessdecisions. TheARRISperformancereportingsolutionprovidesmanagementreportsthathelpyouassessservices, ascertainfirmwarelevels,detectpiracyandcountdevicesforbudgetingandplanningpurposes al onaschedulethatsuitsyourbusinessneeds. EngineeringAssistance Ourexpertsprovideremoteengineeringsupportforservicesoverand aboveyourstandardsupportagreementtoassistwithdesign,configurationandotheroperational chalenges. MentoringPrograms Withtwolevelsofinvolvement,theseservicesareintendedtohelpdevelop keycontributors-mentees-intheoperatororganizationbymatchingthem withproductcategory expertmentorsforanextendedperiodoftime. Multiplatform AutomatedBackupSystem Providesautomation,reliability,laborsavingsand securityadvantagesoverexisting,tape-basedbackupmethodsfordacandothersystems.
PerformanceImprovementPrograms TheBaselineserviceprovidesfortheroutinemaintenance andfinetuningofdeployedsystems.theadvancedservice,withserviceanalytics,assessesthehealth andperformanceofthesystem andprovidesrecommendationsforoptimizationoftheproductinthe network. Staff AugmentationServices Alowstheoperatortocomplementhisworkforcewithtailored expertiseinareaslikeprogram management,wiring,headend/hubmaintenance,hfcdesign,docsis, DCpowering,Wi-Fiengineering,adinsertion,CCAParchitecture,fiberanalysisandcharacterization, videoprocessingandvideocompression. www.arris.com/services/arris-day-2-services
TECHNICALSERVICES CONTRACTS ARRISoffersintenselyfocusedexpertiseforrapidresolutionoftechnicalissueswithARRIS productsandtheiroperationinthenetwork.ourcommitmenttoserviceexcelenceisbuilt onaheritageofprovidingcarier-grade( five9 s )productsandservicedelivery.technical supportisprovidedbyhighlytrainedsupportprofessionalswithyearsofexperience,backed bystate-of-the-artlocalsupportcenters,labsandfastaccesstoproductengineeringand designresources.replacementpartsareprovidedontime,everytime! ContractsAvailable TechnicalSupportandSoftware 24/7/365phonesupportforcriticalissues Opencasesviaphone,e-mailorintheAskARRISportal UseAskARRISto: Opennon-criticalcases Review casestatus Useknowledgebaseoftroubleshootingandoperationaltopics
Downloadavailablesoftwareupdatesandupgrades ManagementandTechnicalescalationpaths Supportengineersco-locatedwithdesignteamstoassurefastproblem escalationand resolution Receivefieldbuletins GetStayingConnected,theARRIStechnicalservicesnewsleter AdvancedHardwareReplacement Optionsavailablefrom Next-Business-Day-DeliverytoExtendedWaranty(30-days from receiptofdefective) OpenanRMAandafunctionalyequivalentunitisshippedfordeliverytoyoursite withinyourcontractwindow www.arris.com/support +12153232345(Worldwide)or+18889444357(N.America)
GLOBALKNOWLEDGE SERVICES Turningyourusersintoexperts.AtARRISwerealy,realyknow how althisworks.youcan too.withourtrainingandtechnicalcontent,youcanequipyourpeoplewithin-depthknowledgetoincreasethevalueofyoursoftwareandsystems.ourcontentdevelopersandtrainers worksidebysidewithdevelopmentstafftopassthisacquiredknowledgealongtoyou. StandardandCustom Documentation EveryARRISproductcomescompletewithtechnicaldocumentation.ARRIScontentdeveloperswrite forabroadrangeofusersandusecases focusedontasksforcustomersrunningaprofitablebusiness. Weusethelatesttoolspairedwithappropriatedeliverymethods. Wecandesignanddevelopcustom contentincolaborationwithyourteamstofurtherreflectbusiness processesandcustom workflowsviatraditionaloutput,onlineportals,trainingcontent,orwebdocumentlibraries.ifyouhaveamulti-lingualorinternationalstaff,arrisknowledgeservicescantranslate trainingmaterialstofitmostlanguageneeds. TechnicalTraining ARRISTraininghelpsyouaccelerateandimproveemployeeproductivitywithworld-classtrainingmethodologies.WithclassesdesignedtocomplementARRISproductsandtechnology,alongwithastaff
whosedepthofexperiencecanbeappliedtocustomerclasses.instructor-ledcoursesincorporatelecture, hands-on,presentationbypowerpointorhtml,printedcoursematerial,andopendiscussion;typicaly inaclassroom/labatmosphere.remoteaccesstoarrislabequipmentfrom thetraininglocationprovidesopportunityforhandsonconfigurationandtroubleshooting.thesecoursescanbeheldatan ARRISfacility,oronsite,whicheverismostconvenient. Forflexibilityandcostsavingsinmind,wealsoofferonlinecoursesandvirtualtrainingviaouronline learningportal,arrisacademy.arrisacademyletsyoutaketrainingwhereveryouare,wheneveryou needit.we vealsohadgreatsuccessintailoringclasseswithacombinationofinstructorledonsite, virtual,andweb-basedtraining. GetCertified! Learnfrom adocsisleader.thearrisdocsiscmtsoperatorcertificationhelpsensureyourstaffis uptospeedonessentialdoscistechnologyasitrelatestoarriscmtsoperation,furtherensuringyour returnoninvestment.certificationidentifiesanindividualassomeonewhocanmakethemostofcable operatorinvestmentsinarriscmtsproducts.certificationcanhelpanindividualearnamore prominentpositionwithanorganization. www.arris.com/training
CORPORATEHEADQUARTERS 3871Lake elddrive Suwanee,GA30024 Phone:678-473-2000 Fax:678-473-8470 ARRISEnterprises,Inc.2016Alrightsreserved.Nopartofthispublicationmaybereproducedinanyform orbyanymeansorusedto makeanyderivativework(suchastranslation,transformation,oradaptation)withoutwritenpermissionfrom ARRISEnterprises,Inc. ( ARRIS ).ARRISreservestherighttorevisethispublicationandtomakechangesincontentfrom timetotimewithoutobligationon thepartofarristoprovidenotificationofsuchrevisionorchange.arrisandthearrislogoarealregisteredtrademarksofarris Enterprises,Inc.Othertrademarksandtradenamesmaybeusedinthisdocumenttorefertoeithertheentitiesclaimingthemarksand thenamesoftheirproducts.arrisdisclaimsproprietaryinterestinthemarksandnamesofothers.note:specificationsaresubjectto changewithoutnotice.