Technology and Infrastructure Presentation Members of Team Sevelus

Technology and Infrastructure Presentation Members of Team: Sevelus Nakashole Ino Iyambo Constance Bastiaans Facilitator: Sevelus Nakashole Windhoek, 23 April 2015

Content Introduction and Overview Presentation 1. Presentation – Network Aspects 2. Presentation – Services Aspects 3. Presentation – Operational Aspects Page 1 UBUNTUNET-PROPOSAL-V 003. PPT 0.

0. Introduction and Overview Presentation TELECOM NAMIBIA THE DRIVERS OF VALUE § Namibia’s national telecommunications operator, § Established in terms of the Post and Telecommunication Companies Establishment Act, 17 of 1992 § Wholly Government owned. § Run as commercial entity

0. Introduction and Overview Presentation TELECOM NAMIBIA’S PORTFOLIO OUTLOOK 3 G 4 G LTE Voice § TN to play along the fully ICT value chain § Playing in both GSM and fixed MOBILE SERVICES

0. Introduction and Overview Presentation VALUE PROPOSITION § FULLY FLEDGED ICT VALUE CHAIN § STATE-OF-THE-ART INFRUSTRUCTURE § 24/7 NOC § TIER 2 CARRIER - reliable and affordable

Content Presentation – Network Aspects Page 5 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT 1.

1. Network Aspects NATIONAL FIBRE NETWORK Comments n Combination of terrestrial and OPG n Terrestrial: underground and overhead n OPG – On Power utility route n Multiple route and reach all our neighboring countries

1. Network Aspects NATIONAL DWDM NETWORK Comments n Run on terrestrial and OPG n Multiple 10 Gbps express route n Border to border high speed connectivity n Interconnect with neighboring countries n Carries both SDH, MPLS and Ethernet.

1. Network Aspects NATIONAL SDH NETWORK Comments n Run on terrestrial and DWDM n Serve lower bandwidth requirement. n Carries national customers, voices, Data, access network MPLS, Ethernet etc. n Interconnect neighboring countries

1. Network Aspects NATIONAL MOBILE COVERAGE Comments n Voice n SMS n Data (3 G/4 GLTE) n Roaming services both on voice and data

1. Network Aspects INTERNATIONAL NETWORK Comments n Submarine cable based n MPLS, SDH, IP transit. n Cover both regional and Global

1. Network Aspects INTERNATIONAL SDH NETWORK Comments n End-to-End managed SDH, Ethernet and IP Services to n London n Frankfurt n Cape Town n Johannesburg n Lusaka * n Traffic to Europe on four Submarine cables n Five independent routes from Namibia to South Africa (WACS, Telkom SA, Neotel) n Two independent routes from Namibia to Lusaka (Zesco/Zamtel) *Through partners, still no fully implemented as planned

1. Network Aspects INTERNATIONAL MPLS NETWORK Comments n Submarine cable based n Run on SDH network. n Carries MPLS, Ethernet etc. n IP Upstream to multiple providers in South Africa and Europe

1. Network Aspects Controlled Secure Access, Conditioned power, Hardware and Platform redundancy POP Layout of International POP’s Comments Delivery of IP Upstream International POP‘s are located in Telehouses in controlled environments n Johannesburg New. Telco n Cape Town Terraco n n Frankfurt Kleyerstrasse n Delivery of TDM Services London Telehouse West n Delivery of Ethernet and MPLS VPN Lusaka* Zesco Comesa Platform redundancy n n n SDH nodes P-PE-nodes/Border routers Managed end-to-end services n SDH Transport n IP/MPLS services n Ethernet over MPLS * Lusaka POP upgrade planned Page 13 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT n

1. Technical Aspects Actual Status of Telecom Namibia’s Tier 2 Carrier Program Tier 2 Carrier Positioning – Actual Status n Establishment of a fault-tolerant, high availability IP/MPLS Backbone spanning Zambia, South Africa and Europe n n Core network is made up of 10 GE links throughout Namibia using OTN Technology Fast Service Delivery of TDM and IP Services with end-to-end Management n n Zambia* n South Africa and n n Inside Namibia Europe Redundant Submarine Cables on the East and West Coast n Own Landing Station in Namibia for WACS Capacity n Stable Relationship with Tier 1 Providers in Europe and with Regional Carriers. n Connected to all neightbouring countries (SA, Botswana, Angola, Zambia and soon Zimbabwe) Future Possibilities n Expansion of Telecom Namibia’s footprint regionally (through partnerships) and internationally on demand n Additional Landing Stations in Namibia in preparation for ACE or other Cables

Content Presentation – Services Aspects- Page 15 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT 2.

2. Services Aspects Telecom Namibia’s Product and Service Portfolio Service Description Co-location services available throughout Namibia and international POP‘s TDM Transport Available from E 1 to STM 16 between all International POP‘s and qualified locations in Namibia. (Region includes lower bandwidth (64 -2048)kbps) IP Upstream (Transit) Telecom Namibia can offer IP Upstream in Lusaka, Katima Mulilo, Johannesburg, Cape Town, London, Frankfurt and Windhoek MPLS / VPN Telecom Namibia can offer MPLS VPN Services throughout Namibia and in Lusaka, Johannesburg, Cape Town, London and Frankfurt Global VPN Connectivity Telecom Namibia can realise global VPN connectivity with strategic partners. Hand over of traffic happens in London, Frankfurt, Johannesburg, Cape Town and Lusaka Ethernet Transport can be delivered throughout Namibia and in Lusaka, Johannesburg, Cape Town, London and Frankfurt. Service offering is realised via IP / MPLS Mobile Services Mobile services can be delivered throughout Namibia i. e. Data, Voice, Roaming Page 16 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT Service Type

2. Services Aspects Business Continuity and Disaster Recovery Telecom Namibia Network Platforms are built highly redundant and with diversity on all Layers. Co-Location can be offered in Namibia at different Locations. Remarks Fibre and Co-Location Fibre rings are established across the country. Co-Location can be offered at many different locations which can be connected with redundant routes. Sub Marine Cable Telecom Namibia is present on WACS and SAT 3 on the West Coast and on SEACOM and EASSy on the East Coast of Africa. Some through partnership SDH Transport / Ethernet Transport Telecom Namibia can offer unprotected and protected SDH and Ethernet Transport between all locations which are part of the Telecom Namibia Platform MPLS / VPN Resilient MPLS core. Link and Platform redundancy Third Party Transmission Telecom Namibia has established carrier diversity in South Africa, Europe and Zambia to rely not only on one partner in foreign regions. IP Upstream Telecom Namibia operates Network Interconnections with at least four Upstream Provider at each Upstream POP in South Africa and Europe Page 17 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT Service Type

1. Services Aspects Telecom Namibia’s Vendor Strategy supports TN to deliver carrier grade services. Technology Vendor OTN Platform DWDM Corriant. TNI Platform SDH Ericsson IP/MPLS Backbone IP CISCO / Juniper Page 18 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT Platform

2. Services Aspects Page 19 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT Our customers and partners.

Content Presentation – Operational Aspects Page 20 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT 3.

3. Operational Aspects Telecom Namibia’s Proposed Operational Model for Africonnect Telecom Namibia Operational Model Comments Key Account Manager n n n Key Account Management overall customer responsibility Relationship architect Service Management n n CUSTOMER Reports on service KPIs n n Manage work flow of all service requests Escalation NOC Page 21 Ticket Handling n NOC Real Time Monitoring n Service Management n Fault isolation and Rectification TIER 2 -PLATFORM-PRESENTATION-V 008. PPT n

3. Operational Aspects Telecom Namibia NOC Telecom Namibia’s NOC is the heart of Operations. Objectives n Coordinate professional and timely resolution of network troubles. n Central Point for Service and Network Operation n Manage network changes and moves to minimize disruption. n Scope Proactive Monitoring of critical network components to detect failures and degraded performance. n Provide timely, consistent and meaningful communications regarding the availability of network services Hub for operational Information l l Top Management l n SLA / Wholesales Customer / Customer Care Center Third Parties (supplier/vendors/external provider) Professional End-to-End Operation l l Problem Management l Involvement in Facility and Access Management l n Incident Management Involvement in Release and Configuration Management Function as Quality Watchdog: l Continuously regarding changes l Continuously regarding configuration / releases

3. Operational Aspects Telecom Namibia’s NOC Setup Telecom Namibia NOC is accountable for International Business. Real Time Monitoring and Ticket System are in use. Telecom Namibia NOC Setup Comments n 24/7 Operations n First Level Support n n Ticket creation n assign Priority n Troubleshooting and rectification n Updates Second Level n n n More experienced engineers Issues escalated from 1 st Level Third Level n n Developers and Quality assurance engineers n Page 23 team who has designed the product Vendor/suppliers TIER 2 -PLATFORM-PRESENTATION-V 008. PPT n Real Time Monitoring

3. Operational Aspects Ticket Priorities Priority REMARKS PRIORITY 1 There is a critical impact to business operations such as Network “down”. PRIORITY 2 Operation of an existing network is severely degraded, or significant aspects of business operation are negatively affected PRIORITY 3 PRIORITY 4 Operational performance of the network is impaired, but most business operations remain functional. Information or assistance requested with product capabilities, installation, or basic configuration. There is little or no effect on your business operations.

3. Operational Aspects Telecom Namibia’s Processes Telecom Namibia has introduced a Ticket Flow. The Ticket Flow shows how all tickets are treated from beginning to the end. Telecom Namibia Ticket Flow n Tickets are opened for incidents, problems and events by 1 st Level Support n Ticket content is validated by 1 st Level Support n Ticket is assigned to a queue to work on 1 st Level Support n Experts work on Ticket 2 nd Level Support n Agents keep information updated and inform customer – 1 st Level Support n Status “Resolved” achieved when 2 nd Level Support has finalised work n Customer is informed and asked for validation by 1 st Level Support n 1 st Level Support close ticket after confirmation from customer 2. A Priority is assigned to each and every incident. 3. The first response to the customer / partner support, is sent within 1 Hour for premium support and 4 Hours for basic support. 4. By default every incident is first being handled by the 1 st Level support. 5. If 1 st Level support Team is not able to resolve the incident in 1 business day, the very next day ticket is escalated to Level 2 Team. 6. Incase it’s a Priority 2 or higher, it is directly escalated to Level 2 Team Page 25 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT 1. As soon as an incident is reported a ticket is generated and the customer / partner are informed about the ticket number. Comments

3. Operational Aspects Telecom Namibia’s Processes Telecom Namibia has defined a Escalation Process for Time to Respond. Telecom Namibia Escalation Process Comments n If Time to Respond is violated, the Escalation Process starts. n 1 st Escalation is managed by the Supervisor of 1 st Level Support n 2 nd Escalation is managed by the Head of NOC n Service Manager is involved in escalation process n Page 26 Time to Respond is defined as the time when the customer gets an qualified answer by the NOC In Escalation Step 3, Chief Operation Officer is involved TIER 2 -PLATFORM-PRESENTATION-V 008. PPT n

3. Operational Aspects Telecom Namibia’s Processes Telecom Namibia has defined a Escalation Process for Time to Repair. Telecom Namibia Escalation Process Comments n If Time to Repair is violated, the Escalation Process starts. n 1 st Escalation is managed by the Supervisor of 2 nd Level Support n 2 nd Escalation is managed by the Head of NOC n Service Manager is involved in escalation process n Page 27 Time to Repair is defined as the time when the service is restored and the ticket reach the status resolved. In Escalation Step 3, Chief Operation Officer is involved TIER 2 -PLATFORM-PRESENTATION-V 008. PPT n

3. Operational Aspects Telecom Namibia’s Processes Telecom Namibia has defined a Change Management Process to organise changes in the Network. Telecom Namibia Change Process Comments n Changes are done in a defined Change Window n To proceed a change request has to be applied n Change is improved by a Change Manager in the NOC n Change is announced to customer and relevant people in TN n Change is executed to a committed time n Change is monitored by the NOC n Page 28 Changes are proceeded in a structured way Change is done only after successful proof that services are not effected TIER 2 -PLATFORM-PRESENTATION-V 008. PPT n

3. Operational Aspects Contacting NOC +264 61 201 2666 Comments n Currently only by phone and email. n Portal Access – on the cards. noc@telecom. na Following information handy to NOC n 1. Your Name: n 2. Your Organization Name n 3. Your Email ID n 4. Your Phone Number n 5. Circuit ID Page 29 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT n

Content Presentation – Commercial Aspects Sevelus Nakashole KEY ACCOUNT MANAGER: Wholesale and International TEL: +264 85 141 2251 E-mail: nakashs@telecom. na Page 30 TIER 2 -PLATFORM-PRESENTATION-V 008. PPT 4.