Customer Service Management (CSM) and Direct TL1 Monitoring (DTM)

Overview

Real-Time Data and Maneuverability

Performance savvy service providers will log-onto Verizon's Customer Service Management (CSM) tool for its network viewing, reporting and traffic rerouting capabilities for Dedicated SONET Rings (DSRs) and IntelliLight Optical Transport Service (IOTS). Verizon's CSM software affords real help and control for your customers' DSR and IOTS networks by providing real-time detail to maximize operational characteristics for efficiency.

An alternate option for your customers to receive real-time network information about their DSR or IOTS network is through Verizon's Direct TL1 Monitoring (DTM) service. DTM allows a customer to query and receive network status information and alarms in a raw TL1 (Transaction Language 1) transmission. Your customer can use this information to create their own unique reporting tools.

Verizon lets you honor customer preferences by offering these three CSM service levels for DSR:

Network View Only -- Customers view healthy elements/links in green, and alarmed elements/links in yellow or red via a graphical user interface (GUI) . The GUI displays Links that have rerouting capability in blue. Circuit-level data is available on drill-down menus.
Network View and Reports -- Customers can access inventory, performance and quality of service reports in addition to graphical network views.
Network View, Reports and Reconfiguration -- The ability to reroute capacity to stabilize traffic loads, and switch traffic to a back-up location or around an equipment failure is added to the View and Reports service level.

The CSM service level for IOTS provides:

Network View and Reports -- Customers can access inventory, performance and quality of service reports in addition to graphical network views.

Given that multiple locations and new applications are driving the need for greater bandwidth, Verizon's CSM and DTM for DSR and IOTS are viable solutions for giving your customers the capabilities needed to maintain a network that flexes as their requirements change and technologies evolve.

How It Works

CSM:

At Verizon, faults and events are reported to CSM through its interface with our various Element Management Systems. CSM separates the data by customer partition.

Your customers simply access CSM using a pre-defined protocol over the Internet. Verizon-managed digital certificates, transmission encryption and passwords protect the data.

DTM:

Similar to CSM, alarms, faults, and events are reported to the DTM platform through its interface with our various Element Management Systems. Your customers access this data over a dedicated private line connected from their centers to Verizon's designated DTM sites.

Benefits

CSM and DTM support special access, unidirectional OC-3, OC-12, OC-48 and OC192 DSR and IOTS circuits.
Verizon provides around-the-clock network monitoring through our dedicated CSM Center for help when customers need it.
A fully redundant network with inherent SONET survivability protection means unsurpassed reliability.
Real-time network monitoring, reconfiguration capabilities and report generation allow dynamic network insight and performance management.
A user guide is available online for easy access.
Customers can get a head start on using CSM with Verizon's training, available at an additional cost.

Applications

Recommend CSM or DTM for your IDSR customers who want to track real-time critical network information such as maintenance alarms.
Offer CSM or DTM to customers who wish to generate standard or customized performance monitoring data.
CSM or DTM is ideal for managing ring capacity.
Suggest CSM for disaster recovery.

It's Your Move!

Verizon collects the network stats that empower customers to get the most from their investment. So, add CSM and DTM for DSR and IOTS to your portfolio and help your revenue grow.

CSM

Description

Customer Service Management (CSM) is a product that provides Dedicated SONET Ring (DSR) and IntelliLight Optical Transport Service (IOTS) customers with a software tool with features that enhance their networks. The tool provides customers with real time information about the operational status of their DSR and IOTS networks. In addition, CSM gives them increased control over the routing of the capacity they have purchased.

Direct Transaction Language 1 (TL1) Monitoring Optional Feature provides a customer with near real-time information about the operational status of its DSR network over a TL1 connection. A TL1 connection is a machine-to-machine communication language protocol. The connection allows a customer to monitor its DSR network via a limited set of executable TL1 commands in order to query alarm and performance criteria. Access is over a dedicated private line ordered separately from Verizon.

The CSM and DTM network is fully redundant and meets Verizon’s security standards through a series of firewalls and password levels. All data transmitted across the network is encrypted to insure that the customer’s and Verizon’s data is secure.

Availability

Effective as of May 31, 2007, Verizon is grandfathering the Customer Service Management (CSM) and Direct TL1 Monitoring (DTM) service in its FCC Tariff Nos. 1, 11, 14 and 16 (Tariffs). Last year, Verizon received forbearance from certain common carrier regulation for several packet-switched broadband services, as well as non-TDM-based optical networking, optical hubbing, and optical transmission services (Forbearance). In accordance with this Forbearance relief, Verizon will now offer a service comparable to CSM & DTM under a private carriage arrangement.

Following the grandfathering of CSM & DTM in the Tariffs, if you wish to place any new orders for CSM & DTM, you will need to enter into a private carriage arrangement with Verizon for a comparable service. Subject to certain terms and conditions, you may make certain changes to your existing CSM & DTM under the Tariffs. For a full description of all permitted changes, if any, please refer to the Tariffs.

Learn more about Forbearance or contact your Account Manager for details.

Pricing

Rate Structure:

Note: reconfigurable circuits (identified with an E in the 4^th char position of the service code) incur an additional port charge for the reserved port at the “pre-plan” location.

Terms & Conditions:

UNI-Direction DSR (dedicated rings), special Access only.
New Rings & New Circuits only.
All Reconfigurable Circuits must be “On Ring” (i.e. circuits originate & terminate on Ring “Premises” Nodes)
Reconfigurable Circuits must be Non-Channelized circuits only, no asymmetrical circuits.
“One to One” Pre-plan mapping only.
Not available on OC12/3 rings.
Termination liability – minimum 12 months service.
CSM feature co-terminus with ring term.
CSM is not available on rings with CPE nodes.

CSM-1: This charge is a monthly recurring charge for the SL-1 (View) Feature. The charge is per ring and is generated by the service order for the new IDSR. This charge requires a USOC for each term period offered (3, 5, or 7 year).

CSM-2: This charge is a monthly recurring charge for the SL-2 (View Report) Feature. The charge is per ring and is generated by the service order for the new IDSR. This charge requires a USOC for each term period offered (3, 5, or 7 year).

CSM-3: This charge is a monthly recurring charge for the SL-3 (View Report Reconfiguration) Feature. The charge is per ring and is generated by the service order for the new IDSR. This charge requires a USOC for each term period offered (3, 5, or 7 year).

CSM-4: Non-recurring charge for CSM set-up. This fee will cover the setup of a single customer partition in the CSM database, establish access & permission levels for 1 to 6 users. This charge is generated by the CSM center when the set-up occurs. This charge maps to a single USOC.

CSM-5: This element covers 2 charges. When a customer requests an additional partition a non-recurring charge is generated for the CSM center to establish the additional customer partition (beyond the partition covered in CSM-4). When a customer requests a change in the CSM feature change ( SL-1 > SL-2, SL-1 > SL-3, SL-2 > SL-3 and reverse combinations) a charge is generated via the service order process. These charges map to a single USOC.

CSM-6: Non-recurring charge to establish access & permission levels for an additional 1 to 6 users (beyond the users covered in CSM-4). This charge is generated by the CSM center when the additional users are added. This charge maps to a single USOC.

CSM-7: Non-recurring charge to install CSM with new IDSR. This charge is per node and is generated by the service order. This charge maps to a single USOC.

CSM-8: Non-recurring charge to add or delete a node to/on an existing IDSR. This charge is per node and is generated by the service order when the additional nodes are added or deleted. This charge maps to a single USOC.

CSM-9: Non-recurring charge for ICB consultation and/or support provided by Verizon. This charge is per 30-minute increment and is generated by the CSM center when the service is provided. This charge maps to a single USOC.

CSM-10: Non-recurring charge for a Reconfiguration performed by Verizon. This charge is for each 1-way reconfiguration. (E.g., a reconfiguration from primary to pre-plan would result in a charge. Switching the circuit back from the pre-plan to the primary would result in a second charge). The charge is generated by the CSM center when each one-way reconfiguration is performed. This charge maps to a single USOC.

Pricing:

There are two classes of prices; recurring and non-recurring. The recurring charges are for the service levels associated with the ring. The non-recurring charges are for establishing the data base partition(s), creating user logins / permission levels, and building the network in the database. Please contact your Verizon Account Manager for pricing.

Features

The features available for CSM on DSR are Network View, Network Reports, and Network Reconfiguration. CSM for IOTS provides Network View and Reports.

CSM SL-1: Network View Only
CSM SL-2: Network View and Network Reports
CSM SL-3: Network View, Network Reports and Reconfiguration.

The Network View (CSM SL-1) service level provides the customer with the capability to view their IDSRs to determine the health of their network. The graphical user interface (GUI) shows healthy elements/links as green and alarmed elements/links as red or yellow. The customer can drill-down to obtain circuit level information on the links or elements.

Network reporting capability (CSM SL-2) is added to the Network View capability provided under SL-1. The reports provide inventory, performance, and availability reports in the addition to the view capability detailed above.

The highest-level service offering (CSM SL-3) adds network reconfiguration to the View and Reports service levels. Customers that purchase the Reconfiguration capability will be able to switch a primary circuit to a pre-defined back up location. This allows the customer to re-route traffic from a primary location to a back up location to facilitate traffic re-directs and/or customer equipment failures.

DTM provides the network data in a TL1 format over a dedicated private line connection.

What are the benefits of CSM and DTM?

Survivability - protection inherent with SONET ring service
7 X 24 X 365 Network Monitoring via CSM Center
Real-time Network Viewing
Standardized and/or Customized Reporting (Service Levels 2 and 3 only)
Network Reconfiguration capabilities for disaster recovery and/or shifting data traffic loads (Service Level 3 only)
End-user Guide via CD-ROM is included
End-user Training course is available for an additional cost
Allows Host Customers to reconfigure the on-ring component of their circuits that are ordered from the Service User under a Shared Billing Arrangement.

Applications

Verizon's DSR and IOTS customers can examine real-time, critical network information, such as maintenance alarms. Additionally, customers can generate standard and/or customized reports, which provide performance-monitoring data. Finally, customers can manage their ring capacity and develop disaster recovery plans by rearranging pre-planned circuit connections via CSM. CSM and DTM provide Verizon's customers with insight into their SONET ring, so that they can make informed decisions on how to best manage their data transmission.

With multiple locations and new applications diving greater bandwidth requirements, Verizon’s customers are searching for insight on how to maximize their data networks. By tracking historical data transmissions and providing real-time network views, CSM and DTM provide our customers with the knowledge to maintain an agile data network, which will flex with changing needs and evolving technologies

Detailed Information

How is the Customer Service Management (CSM) and Direct TL1 Monitoring (DTM) provided?

CSM will interface with the Network Elements (NEs) via Verizon’s approved Element Management Systems (EMSs). CSM will communicate through these EMSs to obtain all network information from both OSSs and EMS, as well as convey reconfiguration changes to the network.

Verizon will utilize a dedicated CSM Center (located in Charleston, WV) to manage CSM enabled rings. Customers can continue with their normal contact at the PCCs if they have trouble and the PCC will refer all CSM and DTM enabled rings to the CSM Center. Or, the customer may call the CSM Center direct.

CSM System Functionality

CSM and DTM functionality is accomplished via the normal entry of data in other OSSs and from network provisioning. Orders will be entered and processed through standard Verizon Operations Support Systems, and the information will be captured by CSM. . Faults and events will be reported to CSM and DTM through its interface with the various Element Management Systems. For CSM, these will be separated by CSM into the affected customer partitions and reported to the appropriate customers. For DTM, this information is retrieved by the customer sending a TL1 query over a dedicated private line and DTM responding in TL1 data. CSM and DTM faults and performance events will be reported to the CSM system administrator at the CSM center as specified during setup of the CSM or DTM configuration.

Utilizing a predefined protocol via the Internet, CSM will provide a customer access connection from a manager/management application at the customer site to a CSM Agent interface at a Verizon location. CSM will provide access security as well as complete isolation among customer partitions and sub-partitions.