Color Key:
Good The configuration item (ONT, OLT, or resort) has 0 incidents, tickets, or events. This configuration item is all good.
Disabled The configuration item (ONT, OLT, or resort) is currently disabled. This may be due to it is not in production.
Maintenance There is a planned maintenance in progress.
Critical 50% or more ONTs within a single resort have an incident.
Major Two or more ONTs within a single resort have an incident caused by the same root cause and less than 50% of the ONTs within a single resort have an incident.
Minor One ONT within a single resort has an incident.
Informational A network device may be unavailable but there is no customer impact.

Configuration Files:
  • Equipment - This is an Excel document, which shows the connection from the MDF to the AP and all of the equipment in between. It is maintained by AT&T NOC.
  • MAC Table - This is an Excel document, which shows the learned MACs according to the ONT. It is maintained by us.
  • DRD - This is an Adobe pdf, which shows the original design. It was created by AT&T.
  • common ONTs - This is a HTML file, which shows the descriptions for the common area ONTs. It is maintained by us.
  • Configurator - This is an Excel document, which shows the original configuration of the ONTs. It was created by Disney.

Definitions:
  • Availability - Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is usually calculated as a percentage. This calculation is often based on Agreed Service Time and Downtime. In our implementation, it is the number of ONTs up and running divided by the number of ONTs configured.
  • Business Hours - the part of the day when a business is usually open. Operations is 24/7/365. However, not all incidents or departments are 24/7/365.
    • Symphony Business Hours
      • Monday through Friday, 9 am to 5 pm ET, except holidays
  • Configuration Item (CI) - Any Component that needs to be managed in order to deliver a Service. Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management. CIs are under the control of Change Management. CIs typically include IT Services, hardware, software, buildings, people and formal documentation such as Process documentation and SLAs.
  • Customer Experience (CX) - The product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual's experience during all points of contact matches the individual's expectations.
  • Holiday - A day fixed by law or custom on which ordinary business is suspended in commemoration of some event or in honor of some person.
    • Symphony Holidays
      • New Year's Day
      • Memorial Day
      • Independence Day
      • Labor Day
      • Thanksgiving Day
      • Day After Thanksgiving Day
      • Christmas Eve
      • Christmas Day
  • Reliability - A measure of how long a Configuration Item or service can perform its agreed Function without interruption. Usually measured as MTBF or MTBSI. The term Reliability can also be used to state how likely it is that a Process, Function, etc., will deliver its required outputs. In our implementation, it is availability while ignoring any scheduled changes. For example, if there was a scheduled change that was properly communicated to the the customer, then the reliability percentage would be higher than the availability percentage.
  • Severity Code - A simple code assigned to Incidents, Problems and Changes, indicating their underlying complexity and their impact on resources. Used in conjunction with Business Impact and Business Urgency, it is one of the factors for allocating priorities.
    In our implementation, the agreement between AT&T and Disney:
    • Severity Level 1 incidents - A critical outage where the entire Wi-Fi network, or shared application (used concurrently by multiple users), for which the Wi-Fi network provides connectivity or a shared system at a Site for which the Wi-Fi network provides connectivity is down, or service is degraded for more than 50% of end-user devices using the Wi-Fi network at Site. Examples of degraded service include, but not limited to, the following: Wi-Fi connection speeds are less than 50% of the minimum rate cap when available bandwidth remains unused; end user devices cannot connect to the network although WAPs appear to be online; an entire band (2.4 Ghz or 5 GHz) is not available; DHCP is unavailable.
    • Severity Level 2 incidents - A major service outage where the Wi-Fi network for an entire building or floor is down or degraded, but the incident is not a Severity Level 1. Examples of degraded service include, but not limited to, the following: Wi-Fi connection speeds are less than 50% of the minimum rate cap when available bandwidth remains unused; end user devices cannot connect to the network although WAPs appear to be online; an entire band (2.4 Ghz or 5 GHz) is not available; DHCP is unavailable.
    • Severity Level 3 incidents - A minor service outage where there is limited impact to the business at the Site or where only a single end user or single device is down or degraded. Examples of degraded service include, but not limited to, the following: Wi-Fi connection speeds are less than 50% of the minimum rate cap when available bandwidth remains unused; end user devices cannot connect to the network although WAPs appear to be online; an entire band (2.4 Ghz or 5 GHz) is not available; DHCP is unavailable.
  • Service Level Agreement (SLA) - An Agreement between a service provider and a customer. The SLA describes the service, documents Service Level Targets, and specifies the responsibilities of the service provider and the customer. A single SLA may cover multiple services or multiple customers.
    In our implementation, the agreement between Symphony and AT&T:
    • Severity Level 1 incidents, provide acknowledgement/acceptance within 30 minutes.
    • Severity Level 2 incidents, provide acknowledgement/acceptance within 120 minutes.
    • Severity Level 3 incidents, provide acknowledgement/acceptance within 480 business minutes.
    In our implementation, the agreement between AT&T and Disney:
    • Severity Level 1 incidents, generate trouble ticket within 15 minutes.
    • Severity Level 2 incidents, generate trouble ticket within 30 minutes.
    • Severity Level 3 incidents, see SLO.
  • Service Level Objective (SLO)
    In our implementation, the agreement between AT&T and Disney:
    • Severity Level 3 incidents, Time to Restore within 24 hours.

Known Error Database:
  • Temporary Solution (xlxs)

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