Offer IPT KTA 2009-2010 Ver 2-7 (1) Javascript:void (0)

Transmission Knowledge
Transfer
Agreement for
Year 2009-2010
Between
Telecom Egypt
- Hereinafter referred to as "TE" -
And
Nokia Siemens Networks

- Hereinafter referred to as "NSN" -
IPT KTP 2009-2010 1 of 66 Version 1- 07

Table of Contents:
Part I ............................................................................................ 4
1 Basic Contents .............................................................................. 4
1.1 Introduction
1.2 Concept
1.3 Scope of Work
1.4 Requirements & pre-requisites for the Technical Knowledge
Transfer Agreement
1.5 Services not included
1.6 Agreement duration
1.7 Offer Validity
Part II .......................................................................................... 9
Module 1:
Education
On Job training
Training on Technology
This will be considered per geographical area depending on the
technology existence. (Estimated 50 engineer)
Module 2:
Operation support & network Support
Experts to cover the network complexity.
Module 3:
Fault Management
TSC solution expansion to cover tickets
Spare Management
Manage existing spares / Spare evaluation per area
Module 4:
Network Optimization

Traffic routing / redesign for 8 Network.
Module 5:
SW Life Extender Service
Module 6:
Knowledge Transfer through a Shared Intranet
Module 7:
Knowledge Transfer through local enabling measures.
Knowledge Transfer through Technology Updates.
Part III ....................................................................................... 61
1 Commercial Conditions
2. Payment Conditions:
3. Effective Date of the Contract (E.D.C.):
4. Execution Time:
5. Validity Time:
6. General Conditions:
ANNEX 1: Supported Products/Equipments .................................... 64
ANNEX 2: Contacts........................................................................ 65

Part I
1 Basic Contents
1.1 Introduction
Looking to the situation of Telecom Egypt’s Transmission network, we

realized the fact that Telecom Egypt has more than 150 sites in Cairo, 200
sites in Long Distance and 260 stations for mother villages within a very
wide and complicated network structure, which contains more than 2500
Network elements. This was our encouraging motive to define this
agreement in order to ensure a high standard of network quality.

1.2 Concept
Our Concept is built on modular base which is described in the

following points:
1. Module 1:
• Education
• On Job training
• Training on Technology
This will be considered per geographical area depending on the
technology existence. (Estimated 50 engineer)
2. Module 2:
• Operation support & network Support
• Experts to cover the network complexity, O&M procedures
development and documentation.
3. Module 3:
• Fault Management
• TSC solution expansion to cover tickets
• Spare Management
• Manage existing spares / Spare evaluation per area
4. Module 4:
• Network Optimization
• Traffic routing / redesign for 8 Network.
5. Module 5:
• SW Life Extender Service
6. Module 6:
• Knowledge Transfer through a Shared Intranet
7. Module 7:
• Knowledge Transfer through local enabling measures.
• Knowledge Transfer through Technology Updates.

1.3 Scope of Agreement:
• The agreement covers legacy SDH as well as hiT70xx related

technical requirements and supports (Please refer to Annex 1 for
detailed supported product description) in order to enable TE in the
O&M and customer TAC activities.
• This agreement supports the longing of Telecom Egypt by
innovative tailored knowledge Transfer from the supplier to TE
facilitating first class operation and network safeguarding.
• Transfers of technical know how, through all possible media and for
all required technical cases covered by this agreement.
• Training programs on focus products for a selected amount of TE
O&M engineers, which will provide them the necessary expertise to
operate and maintain any installed SDH legacy as well as hiT70xx
and management system (TNMS).
• Support TE in all O&M related technical queries and fault clearance
processes based on backup agreements with Nokia Siemens
Networks headquarter.
• Support TE in solving unexpected emergency cases or by restoring
the network as fast as possible.
• Enhancing TE´s network performance by providing the SW updates
and if applicable FW modifications.
• The agreement as a whole is aiming at improving/developing
customer relationship.
Detailed contents to be agreed mutually (NSN & TE) before the

conduction of any local enabling sessions/workshops.
1.4 Requirements & pre-requisites for the Technical

Knowledge Transfer Agreement:
To enable the supplier to fulfill his responsibilities here enclosed,

the following pre-requisites and requirements should always be
taken into consideration:
Proposed "Knowledge Transfer Agreement" will be materialized in

an effective contract between TE and NSN.

All contact and addresses of TE, NSN responsible persons shall be
part of this agreement.
Offered knowledge transfer is restricted to Nokia Siemens
Networks-Customer information handout policy, e.g. development-
oriented information cannot be transferred and is not subject of
this agreement.
Each individual request for information & knowledge transfer shall

be routed from TE through NSN’s Project Manager.
TE and NSN shall appoint responsible operational managers for

each region as a single point of contact for any coordination issues.
NSN in cooperation with Nokia Siemens Networks GCC will provide

sufficient support and required information & know-how about
handling any technical query.
The aim behind this agreement is not to perform maintenance

tasks by the supplier but to transfer knowledge to enable and
develop TE O&M personnel qualification as well as customer
relation improvement.
Technical solutions provided by the supplier are exclusively based

on field reports, statements of implemented SW/FW and latest
update on exchange level from TE as well as availability of required
functional spares and SW backup’s.
During the course of the contract TE management might have new

requirements related to training; consequently TE preserved its
right to modify this agreement on mutual understanding for any
foreseen amendment. Any additional costs related to such changes
shall be borne by TE.
1.5 Services not included:
The services shall not comprise any services or supplies, which are
required as a result of or in connection with one or more of the
following:
Power Supply Systems and Complimentary Equipment (Air

Condition units, diesel Engines, UPS, Batteries, etc...).

Any usage of the Nokia Siemens Networks Remote Service Platform
is out of the scope of this contract and should be handled
separately.
Products that are declared as End of Life (EoL i.e. Phased out)
Damages of the Products or Systems caused by a third party or TE.
Operation and handling of the System deviating from the operation

and handling manuals provided by the supplier for the System.
Failures to maintain prescribed environmental conditions or

external electrical parameters.
Damages caused by any components of the TE network

infrastructure.
Needs of replacing consumable items as well as HW and SW.
Spare parts (not existing at NSN) or SW backup’s required for

emergency clearance.
An event related to Force Majeure.
1.6 Agreement duration:
This agreement shall commence after the closure of the existing O&M
agreement 15/2005/42
1.7 Offer Validity:

This offered proposal is valid until July 30th 2009.

Part II
Module 1
(Education, Technology Training and On Job Training)
1.1 Introduction
Enable and advance the performance of Telecom Egypt O&M

engineers in transmission related technical task’s, which might not be
performed currently.
Transfer of technical knowledge and information through all possible

Medias and for all required technical cases covered in this program.
Guided enabling program for selected amount of Telecom Egypt O&M

personnel, which shall provide enough experience in order to utilize
the gained knowledge in the “field”.
Value added Telecom Egypt O&M performance as a result of applying

knowledge transfer from the supplier.
The contracted training is designed and harmonized according to

Telecom Egypt’s O&M personnel needs and existing equipments.
All Trainees will be selected after performing a prequalification test to

choose the engineers who will benefit most from the training abroad
and will be able to transfer their knowledge to the rest of Telecom
Egypt’s engineers and technicians who didn’t join the training.
1.2 Scope of Work
The scope of the module implementation will be based on 3 parts starting with
the entry examination to evaluate the candidates and assure the best output
calipers for TE.

Training for hiT equipment group
Training for TNMS group
Entry exam
All expenses related such as (Visa issuance, Flight tickets, insurance
within Europe, Daily allowance of 160 Euro, transportation from and to
the airport in Germany)
1.3 Training Program
1.3.1 Equipment Group
Duration Number of
Course Code Course Name
(days) participant
hiT 7070 / hiT 7050
SURPASS hiT 7070,7050 O&M; General

FT5232-00S 3 32
Topics
SURPASS hiT 7070,7050 OAM; SDH and
FT5233-00S Equipment Core Functionalities Advanced 3 32
Topics
SURPASS hiT 7070,7050 OAM; EoS P2P
FT5234-00S 2 32
Advanced Topics
SURPASS hiT 70 series OAM;
FT5236-00S 2 32
Synchronization Advanced Topics
SXA
Wideband Synchronous Cross-connect
FT5332-00S system : SXA Series 3 - Operation & 7 32
Maintenance
TNMS
TNMS-Core/CDM Operation and
FT9212-01A Administration for Next Generation SDH 5 32
networks

1.3.2 TNMS Group
Duration Number of
Course Code Course Name
(days) participant
HiT 7070/HiT 7050
SURPASS hiT 7070,7050 O&M; General
FT5232-00S 3 16
Topics
SURPASS hiT 7070,7050 OAM; SDH and
FT5233-00S Equipment Core Functionalities Advanced 3 16
Topics
TNMS
TNMS-Core/CDM Operation and
FT9212-01A Administration for Next Generation SDH 5 16
networks
FT9219-00S TNMS-Core Installation and Commissioning 2 16
DCN planning / Routers
FT1102-00S Next Generation Optical Network 5 16
FT1802-00S DCN in Next Generation SDH Networks 4 16

Module 2:
(Operation support & network Support including

Experts to cover the network complexity. (3 Experts) in
addition to O&M procedures development and
documentation)
2.1 Introduction
The operation support is divided in 2 parts, first the O&M procedure development
which contains the O&M procedure documentation development in addition to
the O&M procedure mentoring.
Second will be the Field Maintenance which includes Field Maintenance

Management, Preventive Mgt. in addition to Corrective Mgt.
On the other hand and regarding the Service overview managed by the
expert support for handling O&M activities a Competent Support for day-to-
day network operations is expected within the following:
• O&M Procedure Development Support

• Network Operations Center Support
• Field Maintenance Support
• Practical workshops and mentoring on operation of Nokia Siemens
Networks delivered telecommunications equipment
2.2 Scope of Work
2.2.1 O&M Procedure Development Support:
2.2.1.1 O&M procedure documentation development
– Checking existing O&M procedure documentation and

work instructions
– Proposing changes to existing O&M procedure
documents based on verified best practices for
Nokia Siemens Networks system

– Proposing new O&M procedures if some
key O&M procedures are found to be missing
– TE is responsible for implementing the developed procedures
and training their personnel
2.2.3 Share of Responsibilities:
Nokia Siemens Networks will provide:
• Agreed resources within specified lead time

• Nokia Siemens Networks personnel with personal tools (i.e. mobile
phone, laptop computer)
• Nokia Siemens Networks personnel with own specific debugging
tools, if so agreed.
• NSN will provide fully equipped service cars
TE will:
• Give Nokia Siemens Network personnel unlimited access to all

locations at all times 24 hours 7 days a week.
• Supply Nokia Siemens Networks personnel with spare parts and
consumables as required
• Be responsible for normal operation and maintenance of system
• Provide premises for Nokia Siemens Networks personnel
• Provide Nokia Siemens Networks personnel with tools required to
perform specified tasks. (PDH/SDH analyzer, Power meter/ Power
generator, Test cords etc….)
• Arrange appropriate remote connection in case of remote
operations support
2.2.4 Operations Support Summary
Operations Support Service will be customized for TE requirements, taking

specific needs, system scope, size and location into consideration.
Operations Support Service provides TE with:
• Practical on-the-job mentoring and knowledge transfer for TE’s

O&M organization.

Introduction
.
Furthermore, the Nokia Siemens Networks Network Operations Service

may be complemented by design and engineering related services such
as network design and optimization services. In order to put the network
operation service and possible scope extensions into the appropriate
delivery model it is mandatory to complete service offering with the
operations transition service.
The Nokia Siemens Networks Network Operations Service can be easily

adjusted to reflect Telecom Egypt’s specific situation and requirements in
terms of scope and service level agreement as well as other operational
aspects.
Service summary
Nokia Siemens Networks Network Operations Service is designed for
operators who want to purchase part or all of the technical network
operations as a managed service. Nokia Siemens Networks Network
Operations Service is delivered against a clear Service Level Agreement
(SLA), which ensures a high quality of the delivered service and
facilitates proper governance for both Nokia Siemens Networks and
Telecom Egypt. In addition, this service enables Telecom Egypt to
accurately plan network operations OPEX.
The Nokia Siemens Networks Service comprises:
Network Operation Center Services (NOC):

• NOC Management
• Configuration Management
• Performance Management
• Security Management
• OSS Administration
The services are delivered to create visibility of network and service

availability and operations process performance and shall facilitate the
joint governance.

The Nokia Siemens Networks approach to network operations and
infrastructure management has:
• Management of network and infrastructure elements, performance

and trouble management
Service management and the management of the network are provided

by the Nokia Siemens Networks Network Operations Service, while the
management of infrastructure is provided by complementary service
offerings.
Network Operations Center
NOC Management
The NOC Management is responsible for all NOC business processes,
NOC planning and NOC personnel related issues. NOC Management
activities include:
y NOC planning, steering and monitor all aspects of the NOC activities.
y Definition , installation and management of the NOC organisation and

NOC staffing; delegation and empowerment of sub NOC managers and
team members
y Primary official representative of the NOC to the customer and to

partners
y Continuous monitoring and Escalation of critical NOC situation to the

appropriate boards.

Configuration Management
The configuration management function comprises two main parts. The
first part is the planned works management. While the monitoring
function manages all reactive activities arising from alarms or customer
complaints, planned works management manages all activities which are
to be scheduled. This includes the management of work orders related
to:
Configuration and provisioning management for all network

operations and infrastructure management functions
Planned corrective maintenance for the NOC operations
functions.
Preventive maintenance for the NOC operations functions.
The planned works management function typically receives work orders

from the design, planning and engineering functions. The network
operations side must properly approve these work orders to ensure
network integrity and an analysis of any operational impact. Planned
works management must coordinate the approval process, with the
actual analysis being done by the configuration and provisioning
management function.
The activities include the analysis of work order dependencies, the

impact on end-user services and network functionality and thus the
proper definition of suitable timeslots for work order execution,
considering agreed service windows.
Furthermore, this function includes the assignment of work orders to

field maintenance, security operations and infrastructure management,
as well as the coordination of work orders with interdependency between
those functions

The second part entails the configuration and provisioning management
functions. They manage and coordinate the changes in the configuration
of services and the network, logical provision of additional capacity and
functionality (provisioning of individual equipment elements, such as
CPE, TRX, Channel Cards, etc.), checks the consistency of the
configuration and maintains the up to date information. Configuration
management includes configuration and activation of services (end-user
services) from the Network Operations Center. Advanced trouble
management provides support by preparing and implementing more
advanced changes.
Configuration and provisioning management includes the following

continuous activities:
• Scheduling and managing the implementation of changes in network

configuration according to the change requests approved by Telecom
Egypt, this may imply:
o Single parameter changes

o Mass parameter changes
o Software upgrades and updates.
• Maintaining network configuration information in the NOC databases

and diagrams so that the data corresponds to the physical network.
The relevant configuration information and documentation (including
configuration files in downloadable format) must be provided initially
by the network design and optimization as well as the roll-out
function, no matter whether this is within Telecom Egypt’s or Nokia
Siemens Networks’ responsibility (via another service offering).
• Provisioning management of the system and feature parameters and

creating associated views to the OSS, as well as updating of all
related configuration documents.
• Supporting the optimization of the network with remote

implementation of logical configuration changes in co-operation with
network optimization.

• Logical provisioning of additional capacity and functionality
(provisioning of individual equipment elements or related
configurations, such as subscriber lines, CPE, TRX, Channel Cards,
etc.), including liaison with field maintenance and other service
function for the physical provisioning activities.
• Configuration management for subscriber activation and related

parameter settings and their changes.
• SIM card provisioning (applicable to the operator environment)
Change projects for major configuration changes, such as changes in

numbering plan, frequency plan, or large scale re-homing activities can
also be mutually agreed for inclusion in the service scope.
The configuration and provisioning management function co-operates

with the network implementation organization according to the planned
roll-out and integration of the network. All planned network changes
shall be managed under the control of a change request process. The
change request process and interfaces shall be agreed between Telecom
Egypt and Nokia Siemens Networks. By default, the process will contain:
• Change procedures for single parameter changes (for example

adjacency changes), mass parameter changes.
• The change procedure defines who will initiate, prepare, decide,

approve, implement and accept the changes – in practice the
preparation and implementation of changes is defined in the SOR.
Performance management
Performance management includes analyzing and reporting the quality of
end-user services as well as network performance and availability. The
main activities include:
• Collection of service quality and network performance data from the
OSS
• Generating basic quality, performance and traffic statistics and
reports
• Monitoring the long-term development of service quality and the
network’s performance
• Analysis of quality and performance degradation

Quality and performance management maintains service quality and
network performance information and liaises with Telecom Egypt’s
organization regarding technical questions about the quality,
performance and availability of the network. Furthermore, quality and
performance management interfaces to advanced trouble management
and network planning and optimization for rectification of quality and
performance degradation, depending on the identified cause.
Should there be a need to modify standard reporting capabilities of the

OSS, the modifications are offered by Nokia Siemens Networks as a
separate development.
Security Management
Security Management is responsible for the day-to-day management of
security related to the operation and the access to OSS systems and
Network Elements as well as Site / Infrastructure security.
• Security Monitoring: Monitoring of the proper operation of the

security mechanisms and systems as well as vulnerability checks.
• Incident Management: Recovery of security services. Support for
fraud investigation.
• Infrastructure Security: Monitor / Recomended of premises access
rights, escort services.
• Security Administration: Provision of security reports and
management summaries
System administration
System administration is responsible for the day-to-day administration of

information systems and databases for network operation and
maintenance. These activities include OSS and operating system
administration tasks and user management, including authorization of
users of network operation and maintenance systems.
System administration consists of the following activities:
1. Operate and maintain the OSS system:

• File system, OSS server system (i.e. Unix, NT or PC and all related
hardware and software), and OSS IT infrastructure

• Run appropriate back-ups on file systems, servers etc. in
accordance with agreed routines and system manuals.
• Approve, control and accept any OSS upgrades or updates
• Maintain and regularly control the ability and reliability of the OSS
to detect and show network malfunctions.
2. User management
• User authorization and authentication
• Access management and control
Share of responsibility
Nokia Siemens Networks would be responsible for:

• Processes and resources to deliver Nokia Siemens Networks
Network Operations Services according to agreed SLA
• Frequent reporting on network availability and quality
• Nokia Siemens Networks engineers with personal tools (for

example mobile phone, laptop computer)
• Nokia Siemens Networks engineers with supplier’s own

specific debugging tools, if so agreed
For an optimal Nokia Siemens Networks Network Operations Service

Delivery it is essential that Telecom Egypt provides the Nokia Siemens
Networks operation and maintenance team with:
• OSS, related equipment and the functionalities as specified
by Nokia Siemens Networks
• Trouble ticket system
• Workplaces and office facilities for the O&M team, except

the field maintenance team
• 24 hour, 365 days a year access for all sites and facilities

• Free access to the data network documentation necessary to
perform the tasks under the Nokia Siemens Networks
Network Operations Service
• Disaster recovery plans need to be defined
• Appropriate remote access to the network
• Support agreement (hardware and software).
In addition it is also essential that the following tools, equipment and

spares are made available. These can either be provided by Telecom
Egypt or Nokia Siemens Networks can, if required, include these in the
scope of the service:
• Operational and field maintenance tools and equipment
• Sufficient availability of spare parts for fault management

activities. Please refer to Nokia Siemens Networks Hardware
Care Services for details.
• Availability of sufficient CPEs of the right types in locations

that enable the SLAs to be fulfilled. If CPE-related logistics
and management services are also required by the operator,
please refer to Nokia Siemens Networks Hardware Care
Services
Nokia Siemens Networks will provide a detailed list of the equipment and
tools required for the Nokia Siemens Networks Network Operation
Service. The tools and equipment provided by Nokia Siemens Networks
for its O&M team include laptops, mobile phones, and field maintenance
tools.
Nokia Siemens Networks is currently operating other vendors’ network

equipment as part of existing operations services agreements. Where
Nokia Siemens Networks is fully responsible for operating other vendor’s
equipment, special measures protect business critical information of
other equipment vendors. This business critical information includes, but
is not limited to, software and equipment roadmaps, equipment
performance, equipment pricing, as well as fault events, fault resolution
and fault resolution history. Nokia Siemens Networks is willing to drive
open discussions with other equipment vendors to arrive at a mutually
agreeable co-operation model.

In addition to the Nokia Siemens Networks Network Operations Service,
we offer hardware services (spare part management, repair, logistics and
warehousing, spares) for both Nokia Siemens Networks and 3rd party
equipment. Network and capacity evaluation management services are
offered by Nokia Siemens Networks Consulting and Systems Integration
from the Nokia Siemens Networks Optimization and Assurance Service
portfolio.
The responsibilities of Telecom Egypt and Nokia Siemens Networks will
be described in detail in the Share of Responsibility (SOR).
Definitions
LAN Local Area Network

OSS Operations Support System
GNSC Global Network Solution Center
NOC Network Operations Center
SLM Second Line Maintenance
SOR Share of Responsibility
SLA Service Level Agreement
KPI Key Performance Indicator
Working Day Standard working day (also called office hours) on

weekdays (i.e. excluding weekends and public
holidays)
Trouble tbd

Module 3:
(Fault Management, TSC solution expansion to
cover tickets, manage existing spares/Spare
evaluation per area)
Overview:
No doubt that customer support nowadays is one of the most important

issues in any sphere of business. Excellent and intuitive support is a sign
of quality of service. Any time the customer needs to address an issue, he
will definitely turn to customer support for help on resolutions. Technical
Knowledge and Responsiveness to customers is the only way to show that
you have competent and professional service.
We are aiming to provide Telecom Egypt with an excellent tool to leverage

relationship between Telecom Egypt and their corporate clients.
Technical Support Center Solution is aiming at a powerful and easy-to-use

support process that allows:
Full control of company relations with corporate clients
Handle productively interactions between company and their clients.
Responding to the urgency nature of this service
Providing the corporate clients with personalized attention!
We are providing a turnkey Web based Support Center Solution that

provides:
- Full Management of support requests
- Manage Departments (Categories)
- Manage Permissions
- Requests forwarded to relevant department
- Multilevel viewing of support requests
- Multilevel support panels
- Premade Replies
- Escalation rules
- Integrated Knowledge Base system
- Accept attachments

Benefits:
Your Business Needs How Support Center Solves them?
Our Management system will

automatically converts incoming tickets
We have hundreds of support requests
to the support team based on
coming on daily and I don't have a
occupancy of the resource as well as
system which can automatically assign
the tickets in hand. The Management
them to my Support Team.
system can assign automatically to
specific Support Groups & Technicians.
I receive many requests in a day from

customers for their ticket status. I have Our system will allow customers to
hundreds of articles in my knowledge view status of tickets and search
base. How do I make it available for knowledge base for answers online.
my customers?
I want to manage my thousands of Keep your assets updates in our spare

inventory assets from a single central pool section
location.
I want to keep a tab on my support

team on their resolution times and I The system will allow easy reporting of
need to generate reports on their productivity, trends, …etc
performance to enhance my customer
experience.

How does it work??
The Technical Support Center Solution allows to seamlessly integrating all

technical support requests created via web by all TE’s contracted
customers with a simple and easy to use methods. The solution is a multi
level web based portal that allows easy management, organize and
archive all requests and it will allow also viewing status and history online.

Features:
Support incident management:

Ticket Routing
Ticket Creation
Ticket history
Knowledge Base
Notification by email
E-Meeting Live Chat system
Contact Management
Documentation
Reporting:
a. Building up database with failures, faults and traffic tables

b. Process evaluation and optimization
c. Monthly Reporting to TE and NSN management
d. Recording of selected performance
• Mobile Access to Field Engineers
• Reporting overdue incidents by SMS
Spare Pool:
• Fault incident recording
• Equipment Assets
• Inventory Control:
• Preventive Maintenance Management:
• Track location and serial number of spare parts and relate
them to contracts
Spare pool is per region and each region should have its
own interface to manage

Module 4:
(Network Optimization, Traffic routing and

redesign for 8 Networks)
General Service Procedure

The Optimization and Assurance life-cycle of Nokia Siemens Networks consists of
4 different phases indicated in Figure 1:
• Measure
• Analyze
• Optimize
• Implement
The respective activities during these phases are indicated on a high level in the
following Figure:
Optimisation and Assurance - General
• Change • Collect
• Update • Trace
• Fix Measure
• Test
• Add • Count
• Remove • Read
• Verify • Investigate
Implement
Analyse
• Visualize
• Evaluate • Derive
• Solve • Compare
• Prioritize • Correct
• Proceed Optimize • Discover
• Recommend • Determine
• Reengineer • Consider
Figure 1. Optimization and Assurance Life-Cycle
For SDH Analysis and Optimization the Implementation phase is

usually executed by the operator own staff. Thus this phase is out of
scope of this document.

Goal and Benefit
The goal of the SDH Analysis and Optimization Service is to pro actively enhance
functionality of the network and its respective network management systems in
three areas: reliability, efficiency and flexibility. The scope and the benefit of
these areas are the following:
Reliability
Reliability of the network is a key functionality to meet SLAs towards customers.
Three areas will be analyzed
• Resilience
Traffic Protection within the network will be checked (SNCP,
MSP, BSHR, etc.). HW redundancy and TNMS network
management redundancy will be analyzed. Goal is to ensure the
required resilience for Customer.
• Security
Mainly security settings of TNMS are checked. Goal is to use
ensure the required security level of Customer.
Efficiency
Efficiency covers in general two aspects, efficient management of the network

and efficient usage of the network resources:
• Path Provisioning
Efficient usage of the network resources will be analyzed, for
example the respective usage of VC4-Highways will be checked.
Goal is to free resources for additional path provisioning.
• Alarm reduction
an important measure to enhance network management
efficiency is to reduce the number of alarm displayed in TNMS,
only the real relevant alarms should be displayed. Goal is to
identify unnecessary alarms and to suppress them.
• Over resilience
typically there are parts of the network which are overprotected
due to the combination of different protection mechanisms.
Goal is to identify these cases and to free the resources.

• Network cleanup:
Within several networks Cross Connection (CCs) of former paths
remains in the network and block resources for the creation of
additional connections. Goal is to identify and remove these
CCs.
• HW/SW Consistency check:

Different HW/SW versions in a network may cause inefficiency
within the network. Goal of this part is to identify and align
respective versions where possible.
• Parameter adjustment
several parameters of TNMS-Core and Network Elements have
to be correlated to reach a higher efficiency. Goal is to adjust
these values to enhance efficiency.
Flexibility
Precondition for traffic growth in the network is the availability of respective

bandwidth and switching capacity in the network. Goal of this area is to identify
bottlenecks in TE network and provide recommendation for
augmentation/migration.
In addition to these topics TE specific pain points may be addressed, following
indications like violated SLAs towards TE or specific problems indicated in the
Event Logs of TNMS-Core.

SDH A&O - Measure
The goal of this phase is to collect all necessary information to perform the SDH
analysis and optimization.
4.1 Activities
The main activity of this phase is data collection. Available planning and
configuration data and information provided by TNMS will be used to
generate the data base for further activities.
In general the following information are required:
Item Description TE Nokia

Siemens
Networks
Network plan and Network Management architecture S a
(s) Supply, (a) accept
4.1.1 Measure Reliability

The following table contains the required information:

Siemens
Networks
Resilience requirements of TE S a
Backup concept and configuration S a
Deployed resilience mechanism and configuration S a
Security Settings and firewall configuration S a

4.1.2 Measure Efficiency

Siemens
Networks
Path provisioning guidelines of TE s a
Typical SLA requirements s a
List of created paths and services and their respective s a
routings
Bandwidth consumption of used infrastructure s a
HW and SW version list for each HW: s a
• NEs
• TNMS Server/Net-Server/Clients
4.1.3 Measure Flexibility


Siemens
Networks
Expected traffic growth of TE s a
4.2 Duration
To be defined
4.3 Deliverables
The collected data of this phase will be considered in the Analysis phase.
There are no dedicated deliverables of these phases.

4.4 Split of responsibility
The split of responsibility is already indicated in the tables above. For several
data TNMS-Core itself can be used to extract data, for example by using the
remote inventory list information. Nokia Siemens networks will provide
checklists and instructions to TE for some data to enhance efficiency of data
exchange. For some aspects the most efficient way to extract data is a joint
usage of TNMS-Core between experts from TE and Nokia Siemens
Networks.

SDH A&O - Analyze
The goal of the analysis phase is to identify problems, measures to resolve and
possible corrections concerning the areas defined in chapter 2. Some
recommendations may already be given for a later implementation. For some of
the identified problems it might be necessary to execute an addition optimization
phase to provide profound recommendations.
4.5 Activities
Mismatches between planning or guidelines and realization shall be
identified.
4.5.4 Analyze Reliability

The following list gives an overview of the checks, which will be executed by
Nokia Siemens Networks:
• Check standby concept for network management

• verify backup concept and check usability of available backup data
• Check interplay of available protection mechanisms in the network
SNCP, MSP. BSHR, etc; are the respective timing parameters for
these technologies adjusted to ensure proper functionality?
• Verify resilience requirements of TE.
• Check security settings:
o Check Password security
o Access rights to network areas correctly set?
o All accounts still valid?
o Check remote login possibilities
o Check antivirus and firewall configuration
o Check recommended windows patch version
4.5.5 Analyze Efficiency

The following list gives an overview of the data checks, which will be
executed by Nokia Siemens Networks:
• Verify realization of path provisioning scheme of TE

• Check efficiency of resource usage:
o Highways used where necessary?
o Drop & continue helpful?,
o Efficient usage of available switching matrices (VC12/VC4)?
o LCAS, used concatenation, GFP used?
• Verify alarm suppression mechanisms, especially at TE boundary of
unused ports

• Check traffic resilience mechanisms on different layers, for example
BSHR combined with e2e SNCP or MSP combined with e2e SNCP
• Check network for blocked resources:
o unused Cross Connections
o equipment disabled
o alignment with configurations done with element management
system
o Any loop backs configured and not removed?
o Performance counter activated, but not used?
• Check TNMS HW, processor and respective memory consumption,
any mismatch with dimensioning rules?
• Check NE HW and SW versions, all versions still supported by
respective TNMS version. Any versions which should be updated
according to technical support guidelines?
• Check parameter, for example retry counter of TNMS, time out
values, etc.
• Perform database sanity check. If required a backup of the database
can be checked offline to identify
• Check time zones and NTP configuration
4.5.6 Analyze Flexibility

To ensure further growth potential within TE network it is necessary to
identify already existing or potential bottlenecks within the network:
The following list gives an overview of the checks, which will be executed by
Nokia Siemens Networks:
• Identify usage of network elements and available resources.

• Indication of foreseeable bottlenecks
4.6 Duration
To be defined.
4.7 Deliverables and Acceptance

The deliverables are reports for the respective sub chapters. They will
include a documentation of the status and a list of identified problems. For
several problems (like wrong configurations or simple faults) a list of
recommended changes will already be included. Some other topics might
require an additional optimization. Usually the enhancement of bandwidth
usage requires a detailed optimization, also considering the required effort of
changing an existing network.

4.8 Split of responsibility
All the analysis tasks are done by Nokia Siemens Networks. If additional
information is required, TE shall provide the data.

SDH A&O - Optimize
Depending on the problems identified before it might be necessary to start a
detailed optimization. Usually the efficiency enhancement of resource usage
requires dedicated optimization activities. This may also require the usage of
certain planning tools.
The detailed tasks of the optimization phase can only be given after finishing the
analysis phase.
Example:
• During the analysis phase it was identified that VC4 server trails
are only filled up to 30%. Analysis recommendation would be to
reconfigure a certain number of paths. The definition of the
new optimized path trails and the respective usage of VC4/VC12
connections would be part of the optimization.
• The network architecture and load results of several TNMS net

server has shown significant load differences. Recommendation
would be to rearrange the NE distribution. Result of the
optimization would be an optimized distribution of the NEs to
each Net server.

Module 5:
(SW Life Extender Service)
Introduction
Nokia Siemens Networks Care offers a full range of maintenance
services to suit the needs of your network. Offering world wide service
delivery through highly skilled engineers, Nokia Siemens Networks
Care is designed to perform in the best and most cost-effective way
possible. This ensures that we can overcome the critical situations
facing your network, solve solution and equipment problems, answer
your technical questions and address the unique needs of each
operator’s network. We achieve this through providing preventive and
corrective maintenance services for your products and solutions and
by helping you keep your platforms ready to launch new services in
the shortest possible time.
Benefits at a glance:
Professionally maintained products and solutions ensure your

networks have high availability to keep your customers satisfied, bring
new services to market fast and protect and increase your business’
revenues.
Support to manage the risks of complex products, solutions and

complete networks.
Protect your customer base with a high quality, highly available

network.
Via cost effective operational Life Extender delivery chain Customers

can keep the network running, when rolling out new NSN network
solutions.
The service described in this document is part of the Nokia Siemens

Networks Care portfolio.

Service introduction and benefits
Service introduction
This SW Life Extender Care Service is designed to safeguard the
network investment with proper incident management and issue
resolution. The SW Life Extender services provide the basis for a
competitive and reliable network by keeping network equipment in
good operating conditions while preparing for Network renewal. It
allows increased stability of the network and reduces risk of Operator’s
business during the necessary additional time needed before Network
replacement is completed.
This service provides TE with extended SWS support for products no

longer sellable (EOL) and out of regular support.
NSN commits to support and maintain and repair products for

extended period.
Our service organization provides technical support via proven service

processes and a delivery structure well-adapted to specific
telecommunication markets.
Benefits of Life Extender Services for SWM

The Nokia Siemens Networks SWS Life Extender Service delivers
professional support, ensuring network availability, reducing end-user
churn and giving protection against revenue losses due to network
downtime.
The key deliverable of the Nokia Siemens Networks SWS Life Extender
Service is technical expertise and guidance for resolving critical
network faults and technical queries. This support from Nokia Siemens
Networks improves the efficiency of the Customer’s network
operations.
The right focus on SWS Life Extender allows the TE to achieve the
highest possible network usability and availability, quality and
compatibility in increasingly complex networks and reductions in the
operational costs of the network.

Service Scope, Content and Deliverables
Depending on product group and respective phase of life cycle and
other parameters either one or both of the below SWS Life Extender
(LE) Service Product variants is available.
LE B (excluding SW update support)
SWS Life Extender services consist of three different service

modules
Service Module LE B
1. Emergency support X
2. Trouble resolution X
3. Technical query X
The default support language and access technical expertise including

documentations is in English.
Relationship with other services

The SWS Life Extender service is delivered by the Nokia Siemens
Networks global service delivery network.
Respective HWS Life Extender Service is complementing SWS Life

Extender and can be made available - if feasible - combined in one
single Care Agreement.

Emergency Support
Overview
This service offers the fastest possible restoration of the Customer’s
end-user services or network equipment in emergency situations
where part or all of the network element’s functionalities are not
available. The service is available 24 hours, 365 days a year through
global GCC Network. The service also includes Customer management
communication and escalations if needed.
Service and process description

Emergency support is designed to handle acute and serious incidents
relating to the operation of the network or severe impairment to
system availability, which may affect the services to the end-users and
thus the revenue.
In the event of an emergency, the support will be called for via the
defined emergency contact number. Nokia Siemens Networks will
capture the emergency support request and manage the restoration
activities. The restoration work is carried out by Nokia Siemens
Networks emergency support experts.
Nokia Siemens Networks experts will handle the investigation and

troubleshooting activities as well as the solution. The management
escalation and communication activities are started if the length or
effect of the incident exceeds agreed thresholds. The management
escalations are used to provide sufficient resources to the incident and
to ensure that communication inside both organizations is controlled.
Deliverables
Nokia Siemens Networks Emergency Support experts are available 24
hours 365 days a year.
Very fast reaction: Nokia Siemens Networks answers emergency

requests within the defined period of time.
Provision of resolution and service restoration.

All TE personnel and management involved are kept informed and
updated regularly until the emergency is resolved.
A final emergency report will be provided by Nokia Siemens Networks.
Share of responsibilities
Share of responsibilities: Emergency Support
Issue Nokia TE
Siemens
Networks
Initiative call via a defined emergency R
phone number
Provision of information: Customer name, A R

contract number, affected
system/technology, person to be contacted,
description of the situation incl. start time of
the fault
Provision of service engineers on duty 24 R

hours a day, 365 days a year (within the
global GCC network)
Return call within the initial response time R

by service support staff
Continuous remote support of TE's R A

personnel, until operation is restored
Transfer of the emergency trouble ticket to R

trouble resolution service, if the restoration
of system operation does not provide a
definitive solution of the emergency incident
Confirmation of system restoration and R

closure of ticket
R: Responsible, A: Assistance

Trouble Resolution
Overview
The Nokia Siemens Networks Trouble Resolution Service handles TE
reported technical problems and malfunctions during the operation of
the Nokia Siemens Networks network. The service provides a contact
point for submitting the details of the identified or suspected defect,
assignment of the technical support expert for the case, investigation,
troubleshooting and documentation of the problem, regular updates
on progress of the trouble investigation and the delivery of the
workaround (if available for product) within the agreed response and
resolution times.

If a software defect is identified or suspected, the TE contacts the
Nokia Siemens Networks, which will start the trouble resolution
process within the Nokia Siemens Networks support structure.
A trouble ticket will be opened and a technical priority will be assigned

according to the severity of the trouble. A Nokia Siemens Networks
technical support expert will be assigned to investigate the problem
and liaise with the TE throughout the duration of investigations and
the resolving process.
The Customer will provide all details, including all necessary

symptoms, information and system configurations. The problem
description will be analyzed and evaluated and the problem situation
reproduced and verified in a test environment if necessary.
The Customer will receive regular updates on progress of the

investigation. Nokia Siemens Networks will provide an interim
workaround for priority 1 and 2 cases.
Corrective measure will be made available within the agreed response

and resolution times.
Nokia Siemens Networks strongly recommends that the Customer

implement the resolution as soon as possible. The associated trouble

ticket will be closed along with the acceptance of the Customer of the
resolution provided.
Nokia Siemens Networks technical support is available during normal

working hours. Outside these hours, trouble reports may be passed to
Nokia Siemens Networks via e-channel, e-mail or CRM tool access.
Deliverables
Confirmation of the support case submission
Process milestone notifications
Access to technical expertise and trouble analysis techniques in

English
Technical Priority Guidelines (if available for product)
Trouble progress reports up to final resolution
Provisioning of a technical solution for the problem
Standard summary and performance reports
Share of responsibilities: Trouble Resolution Service
Issue (indicative order of tasks) Nokia TE

Siemens
Networks
Initiation of a trouble ticket, assigning a R
priority level
Delivery of instructions and templates for R

information gathering
Collection and report of all error symptoms A R

available and necessary for further analysis
Evaluation of the trouble ticket, priority R

check

Request of additional symptoms if necessary R
Provision of a first response within the First R

Response Time
Case analysis based on error symptoms, if R

necessary verification on test systems
Provision of a solution, fault correction or R

answer within workaround/correction Time.
Installation of correction or corrective R

measures
Verification of the statement and/or the R

correction
Ticket closure confirms correction, response R

not later than one week after delivery of
correction/solution

Technical Query
Overview
The Nokia Siemens Networks Technical Query Service provides
answers and assistance for technical and operational queries
regarding daily network operations and maintenance. Queries are
handled by technical experts and they provide qualified responses
within the agreed response time.

The Customer’s technical staff may create operational or technical
queries about Nokia Siemens Networks network equipment and
systems via e-channel, fax, e-mail or phone to Nokia Siemens
Networks’ global GCC Network.
A central technical support teams will analyze and evaluate the query
and provide a qualified response in writing, within the defined time
frame according to the priority of the query.
On receiving the response, the Customer will check the reply and
confirm to Nokia Siemens Networks technical support if the case can
be closed.
A Nokia Siemens Networks technical expert will be appointed as the

designated point of contact throughout the process until a final
answer is accepted. The Customer will be kept informed regularly
about the status of the query.
Deliverables
Access to technical and system expertise in English.
Single point of contact designated until the final answer is accepted.
Regular status updates on the progress of the query until final answer.

Share of responsibilities: Technical Query Service
Issue Nokia TE
Siemens
Networks
Initiation of the ticket, assigning a priority R
level
Provision of the necessary information for R

analysis (e.g. affected systems/technology)
Provision of a first response within the R

Initial Response Time
Analysis and request for additional R

information, if necessary
Provision of a full answer/solution within the R

defined Answer time
Ticket closure confirms acceptance of the R

answer/solution
Available service levels

This chapter gives a summary of the available SLA option and the
guidelines on the case types and case criticalities.

Available SLA option
The available Life Extender SLA option is documented in the table
below.
Service Category Time Service Level

module
LE B
Emergency Critical Initial response 15 min
Restoration 1 work day
Trouble Major fault P1 Initial response 8h

Resolution Workaround * 2 weeks
Support Final Correction n.a.
Medium fault P2 Initial response 1 week
Workaround * 8 weeks
Final Correction n.a.
Minor fault P3 Initial response two weeks
Workaround * n.a.
Final Correction n.a.
Technical Urgent request Initial response 5 wd
Query Service Answer 4 weeks
General request Initial response 10 wd
Answer 6 weeks

Explanations:
Initial response
The initial response is sent by a service engineer after receiving the
case. The content includes the contact partner, case identification
details, determination of priority and possibly requirements for
additional information.
Restoration
Restoration means to put a system back into operation, so that the
service is available again. This could be done e.g. via rebooting the
system, restoring the database…If a hardware fault was the reason,
the information to change the defect module will be given. Restoration
does not necessarily mean to solve root cause of the problem but it
means to restore traffic lost.
Workaround
A workaround is an action to manage the failure situation and
minimize the effect. A workaround may include an operational advice.
Workaround is searched with best efforts and may need restoration to
earlier configuration in the NW
Final correction
Delivery of a solution to the Customer reported problem. The final
correction must be available for the Customer via the agreed media.
Confidence level
Nokia Siemens Networks commits to have target to provide services
for at least ninety percent of all cases within response times.
Exceptions
Time to collect additional or missing error symptoms are excluded
from final correction time if initial information is not adequate to
investigate the issue.

Definitions of case types
Emergency case
Emergency case stands for the highest fault priority (critical). There is
only one priority defined for the emergency service:
Conditions that severely affect service, capacity/traffic and

maintenance capabilities and require immediate corrective action. For
example:
A loss of service that is comparable to the total loss of

effective functional capability of an entire switching or
transport system.
A reduction in capacity or traffic handling capability such

that expected loads cannot be handled.
Trouble resolution
Handles suspected or identified defects. The case criticalities are
described in the next chapter.
Technical query
Handles technical queries, operational problems regarding daily
network operations and maintenance. Nokia Siemens Networks
defines two priorities for the technical queries.
Urgent requests are related to important operational problems or

tasks and require immediate attention by the vendor.
General requests are, for example, questions on documentation,

procedures and concepts.

Definitions of case criticalities for trouble resolution
Major fault P1
Conditions that seriously affect system operation, maintenance and
administration and require immediate attention as viewed by the
Customer following discussion with the supplier. For example:
Reduction in any capacity/traffic measurement function.
Any loss of functional visibility and/or diagnostic capability.
Short outages equivalent to system or subsystem outages
Repeated degradation of DS1 or higher rate spans or connections.
Prevention of access for routine administrative activity.
Degradation of access for maintenance or recovery operations.
Degradation of the system’s ability to provide any required critical or

major trouble notification.
Any significant increase in product related customer trouble reports.
Medium fault P2
Conditions that seriously affect system operation, maintenance and
administration, and require attention as viewed by the Customer
following discussion with the supplier. The urgency is less than in
critical situations because of a lesser immediate or impending effect
on system performance, customers and the customer’s operation and
revenue. For example:
Less significant failure of the deliverables such as processor restarts

with no traffic impact.
Some adverse impact on the network or a relevant subsystem of the

network that affects call processing, traffic handling or subscriber
service in some manner.
Serious inefficiency of O&M functionality.

Minor fault P3
Conditions that do not significantly impair the functioning of the
system and do not significantly affect service to customers. These
problems do not affect traffic.
Note: Engineering complaints are classified as minor unless otherwise

negotiated between the customer and supplier.
Local On Site Support

Nokia Siemens Networks commits to assign skillful team of engineers for the
Local On Site Support and their main tasks include the following:
• On Site troubleshooting
• Emergency call out
• On site maintenance
The service availability will be three hours from entering (3 hrs + Transportation
time) for only the critical cases (e.g. traffic outage). The on site support service
is based on a condition that Telecom Egypt will provide the needed spare parts
on site.

Prerequisites and Assumptions
General requirements
Nokia Siemens Networks shall be allowed full and free access to sites.
The customer shall appoint a system manager and supply Nokia

Siemens Networks with his or her name, address and telephone
number. This system manager will be responsible for the job co-
ordination with Nokia Siemens Networks personnel and will ensure
that a representative of the customer is on the premises during
delivery of services.
The customer maintains a professionally trained on-site operations

team which serves as the interface to Nokia Siemens Networks
technical support. This interface enables central and regional service
organizations to fulfill their obligations under the terms and conditions
of the Nokia Siemens Networks Care Agreement.
The terms and conditions of the Nokia Siemens Networks Care

Agreement apply to this service.
Availability of e-channel
The service provides access to the latest Nokia Siemens Networks
technical information, advanced web-based tools. It forms a subset of
services delivered via an extranet channel. The service is available to
the customer 24 hours a day, 7 days a week through the Nokia
Siemens Networks extranet.
The language used in the e-channel is English. Nokia Siemens

Networks strongly recommends using the e-channel to guarantee the
performance of Nokia Siemens Networks Care services.

Availability of Nokia Siemens Networks RAS
In general the customer is responsible to deliver the data and
symptoms necessary to work on Emergency, Trouble Resolution and
Technical Query cases. The time for gathering additional information
is not included in the stated response time tables.
To ensure the shortest possible times Nokia Siemens Networks

strongly recommends to its customers that secure and controlled
remote access be provided to relevant network elements as available.
Service specific requirements / supported product lines

The service product is available for all Nokia Siemens Networks
products and solutions as agreed in the provided List of Material or
Nokia Siemens Networks Care Agreement.
Hardware Services are not included and need to be agreed separately.
The linkage to other service products is described in Chapter 2.3 and

in the relevant sub-chapters of the service modules.
Tools and test equipment

Necessary tools and test equipment must be agreed separately.
Valid contract
Customers will need a valid contract to get access to any Nokia
Siemens Networks Care service. This means that any customer
without a valid contract will be rejected.

Training
Training of the customer’s personnel shall be based on the
recommended courses in the Nokia Siemens Networks training
program. If required, additional special training measures may be
arranged on request, such as delta training, on the job training and
knowledge transfer.
All training courses and measures are subject to an additional charge (Module 1).

Abbreviations
CD Change Delivery
CRM Customer Request Management (IM system)
D Day
ED Enhancement delivery
EOL End of Life
GCC Global Care Center
H Hour
HW Hardware
HWS Hardware Services (e.g. repair / SPM services)
MV Multi vendor
n/a not applicable
OAM Operation and administration
OEM Original equipment manufacturer
RAS Remote access solution
R&D Research and development
SCV Standard correction version
SLA Service level agreement
SPM Spare Part Management Service
SW Software
VPN Virtual private network
Wd Working days

Module 6:
• Knowledge Transfer through a Shared Intranet
6.1 Introduction
Knowledge sharing intranet is a strategic tool to boost customer service, improve
knowledge management, save time, share best practices and increase
productivity. The proposed solution will enable both NSN and Telecom Egypt to
have a common and solid ground for sharing information, capturing and
managing knowledge in a very efficient and interactive way.
This solution will improve the flow of information and knowledge It will act as a
technology enabler and catalyst for knowledge sharing between the two entities
to meet the agreed upon business goals and to strengthen their long term
partnership.
The Knowledge Sharing Intranet will be:

• User-friendly
• Easy to use
• Allow one easy point of access to diverse resources
• Open architecture (based on open source proven architectures)
• Extensible
• Ready for growth
• Secure
The network target is to facilitate access to documentation which will be

available through many available documents provided by NOKIA SIEMENS
NETWORKS as well as documents developed by NSN. It is a suitable
environment for publishing:
- Technology news (Fixed Network services and operations)

- Manuals
- Patch releases
- Service Information
- Enabling documentations
- Workshop results and recommendations
- Presentations
- Products reaching C9 and C10
- Network Concept development

Also this environment will improve the communication between NSN and
Telecom Egypt through the common e-mail system which will allow us not only
to exchange e-mails but also to create what is called “knowledge sharing
discussion groups”, those groups will improve communications between people
interested in common subjects &technologies.

6.2 Scope of work
NSN will facilitate the described services through an Internet web site. The
number of subscribers to the different services is limited to a maximum of 100
subscribers (as a first stage) from Telecom Egypt side. All the initial contents
(documentation, presentations, software and firmware) will be prepared and
published by NSN. Also on job enabling sessions will be conducted in order to
make sure of the maximum utilization of the available services.
6.3 The Knowledge Sharing intranet will include:
A. Content Management:
With the Content Management you engage more employees in the critical
process of content creation and submission. Empowering knowledge experts,
rather than IT professionals, to manage and publish content dramatically reduces
your ongoing maintenance costs and increases the contextual relevance of your
intranet.
B. Document Management:
80 to 90 percent of a typical enterprise's knowledge resource exists as
unstructured data in documents, reports, e-mail, graphics, images, audio and
video files. These data sources are largely inaccessible from existing information
systems. Intranet document management allows the sophisticated management
of these resources. It also provides multi access/permissions to these
unstructured data sources and unifies the delivery of the content.
C. Email Integration Module:

To allow integrating emails and alerting of different events, updates, calendar
registered meetings (public and private calendars)
D. Knowledge Sharing Discussion Group:

To allow easy posting of information and sharing knowledge about products and
projects and it will allow associating documents, reports, web pages and emails
to each discussion.
E. Knowledge Worker Profiles:

This will allow intranet users to be able to customize the intranet look, content,
documentation, projects data and alerts to match their profiles, role and interests
to save time and improve efficiencies

F. Knowledge Worker Web folders:
It will include all the web folders that every knowledge worker will receive in his
account such as shared knowledge folder, public knowledge folder and any
private folders the knowledge worker can create, edit and delete.
G. Knowledge Worker Repository folders:

It will include the searchable multi navigational listing of all the knowledge assets
(documentation, important files, etc) posted by all knowledge workers on the
intranet categorized by subject, date …etc
H. Knowledge Worker Reports:

It will allow single point of access to Knowledge worker generated reports about
projects, meeting, important events, etc
I. Private/Public Contacts Directory:

It will include all contacts database for both companies grouped by role, titles,
and in alphabetic order and searchable by any provided details for easy access.
This module will also allow knowledge workers to add their own contacts as
private or as public. The contact module is fully integrated with calendars and
knowledge sharing discussion groups.
J. Group/User Administration:
It will include easy access of user accounts generation as well as groups for the
administrators group
K. Security Administration:
It will allow setting security rules on different users and groups using the intranet
and setting the web folders access rights
L. Knowledge Sharing Intranet Backup:

It is a tool to help administrators in backup, import and export of data easily
M. Knowledge Sharing Intranet Setup Manager:

It will allow administrators to setup the intranet and customize its templates as
well as the all the application settings.
N. Knowledge Sharing Activity Tracking Module:

It will allow administrators to monitor usage of the intranet and generate reports
about this.

Module 7:
• Knowledge Transfer through local enabling measures

• Knowledge Transfer through Technology Updates
7.1 Knowledge Transfer through local enabling measures
NSN will also arrange local enabling sessions/workshops, which shall concentrate
some TE special points of interest.
These local sessions/workshops shall deal with Egypt relevant network
configuration aspects only; the technical content is subject to mutual agreement
between NSN and TE, minimum 4 weeks prior to planned commencing date.
Such events –as completely outside of standard training scope –shall be always
considered as on best effort base and are limited to a maximum of 60 Group
Days (6 participants/Group).
The distribution of Group Days will be allocated according to a mutual agreement
with NSN
7.2 Knowledge Transfer through Technology Updates
NSN will conduct periodically presentations/announcements for Telecom Egypt

staff members in order to spread latest technology information. The main aim of
this service is to provide periodically what is called “Information digest”. This
concentrated session which will take one complete day as a maximum should
provide a summery of new technologies and trend in the communication industry
and relevant/neighboring areas of knowledge.
The updates can be distributed over the shared intranet (e-mail, discussion
group…) or can be done in the form of seminars or presentations.

Part III
1 Commercial Conditions
The total offered price for the before mentioned services is 4,400,000 Euro.
1. Prices:
1.1. Prices for Services quoted in Euro:
The prices of services are quoted in Euro.

The prices of services denominated in Euro shall be converted to EGP at
the selling rate (Transfer-Sell) of the Central Bank of Egypt as described in
Article 2 “Payment Conditions” of this Offer.
1.2. Common Term:
The prices don’t include sales tax.
In case of coming into force of any other duties or taxes related to the
Contract, the prices have to be mutually agreed.
Telecom Egypt shall deduct withholding tax from every invoice and shall
provide Nokia Siemens Networks with the respective certificate at the end
of every three months.
Telecom Egypt will assist Nokia Siemens Networks to facilitate paying the
social insurance to the social insurance authorities as following:
1. Telecom Egypt should approve and stamp the translated Contract and
issue a covering letter addressed to the social insurance authority.
2. Telecom Egypt should approve and sign the translated copy of Nokia
Siemens Networks invoices and issue a covering letter addressed to
social insurance authority.

2. Payment Conditions:
The invoices will be issued as follows:
• Invoices comprising foreign services will be issued in Euro and shall

be converted by Telecom Egypt accordingly.
• All payments shall be paid by cheques within thirty (30) days from
the date of the respective invoice.
• The value in Euro of the hundred percent (100%) shall be

converted from Euro to EGP at the selling rate (Transfer – Sell) of
the Central Bank of Egypt on the date of each respective invoice
(date of invoice).
The payments shall be effected in EGP as follows:
2.1. Payment for foreign Services quoted in Euro:
100% (Hundred percent) of the Contract value in Euro shall be paid in four (4)
equal quarterly installments at the end of every three months by cheques
against presentation of the respective commercial invoice as follows:
25% (Twenty five percent) of the Contract value in Euro shall be converted
from Euro to EGP at the selling rate (Transfer – Sell) of the Central Bank
of Egypt on the date of each respective invoice (date of the invoice).

3. Effective Date of the Contract (E.D.C.):
After the Contract is clarified commercially and technically and signed by

both parties.
4. Execution Time:
The Execution time shall be Twelve (12) months from E.D.C with
mobilization time 3 months.
5. Validity Time:
This offer is valid until July 16th, 2009. Nokia Siemens Networks must
confirm any extension of the validity.
6. General Conditions:
Nokia Siemens Networks is not responsible for any permits needed to be

issued by the Egyptian authorities.

ANNEX 1: Supported Products/Equipments
Network Elements Supported Versions

SMA1K V3.2/V3.3
SMA1/4 V4.2/V4.3/2.3/2.2.3
SMA16 V4.3
SLD16 V2.4/V2.5/V2.6
SL64 V3.27/V3.3
hIT7050 V1.1/V2.0/V3.1/V3.2/V3.21
V3.0/V3.1/V3.2/V3.2.2(or
HIT7070
higher)

ANNEX 2: Contacts
NSN:
Head of Service:
Mr. Sharaf El Din Mohamed
Tel.: +20-2-38282151
Fax: +20-10-6078126
E-Mail: Sharafeldin.mohamed@nsn.com
Commercial Operation GM:
Mr. Yehia Mourad
Tel.: +20-10-1662990
Fax: +20-2-38333349
E-Mail: Yehia.mourad@nsn.com
Service Account Manager:
Mr. Ihab Girgis
Tel.: +20-10-110 2002

Fax: +20-2-35352555
E-Mail: ihab.girgis@nsn.com
Program Manager:
Mr. Amr Ibrahim
Tel.: +20-2-38282221
Fax: +20-2-38333349
E-Mail: amr.ibrahim@nsn.com

Telecom Egypt:
Vice Chairman for O&M:
Mr. Mohamed Abdel Reheem
Tel.: +20-2-31315022
Fax: +20-2-31315020
Head of O&M Sector Chiefs:
Mrs. Nawal Amer
Tel.: +20-2-25915222
Fax: +20-2-25915395
Transmission O&M Sector Chiefs:
Mr. Ahmed El Said
Tel.: +20-2-7871144
Fax: +20-2-7871122

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Transmission Knowledge

Nokia Siemens Networks

IPT KTP 2009-2010 1 of 66 Version 1- 07

1 Basic Contents .............................................................................. 4

IPT KTP 2009-2010 2 of 66 Version 1- 07

Part III ....................................................................................... 61

ANNEX 1: Supported Products/Equipments .................................... 64

IPT KTP 2009-2010 3 of 66 Version 1- 07

Looking to the situation of Telecom Egypt’s Transmission network, we

IPT KTP 2009-2010 4 of 66 Version 1- 07

Our Concept is built on modular base which is described in the

IPT KTP 2009-2010 5 of 66 Version 1- 07

• The agreement covers legacy SDH as well as hiT70xx related

Detailed contents to be agreed mutually (NSN & TE) before the

1.4 Requirements & pre-requisites for the Technical

To enable the supplier to fulfill his responsibilities here enclosed,

Proposed "Knowledge Transfer Agreement" will be materialized in

IPT KTP 2009-2010 6 of 66 Version 1- 07

Each individual request for information & knowledge transfer shall

TE and NSN shall appoint responsible operational managers for

NSN in cooperation with Nokia Siemens Networks GCC will provide

The aim behind this agreement is not to perform maintenance

Technical solutions provided by the supplier are exclusively based

During the course of the contract TE management might have new

1.5 Services not included:

Power Supply Systems and Complimentary Equipment (Air

IPT KTP 2009-2010 7 of 66 Version 1- 07

Damages of the Products or Systems caused by a third party or TE.

Operation and handling of the System deviating from the operation

Failures to maintain prescribed environmental conditions or

Damages caused by any components of the TE network

Needs of replacing consumable items as well as HW and SW.

Spare parts (not existing at NSN) or SW backup’s required for

An event related to Force Majeure.

1.6 Agreement duration:

1.7 Offer Validity:

IPT KTP 2009-2010 8 of 66 Version 1- 07

(Education, Technology Training and On Job Training)

Enable and advance the performance of Telecom Egypt O&M

Transfer of technical knowledge and information through all possible

Guided enabling program for selected amount of Telecom Egypt O&M

Value added Telecom Egypt O&M performance as a result of applying

The contracted training is designed and harmonized according to

All Trainees will be selected after performing a prequalification test to

1.2 Scope of Work

IPT KTP 2009-2010 9 of 66 Version 1- 07

1.3 Training Program

1.3.1 Equipment Group

SURPASS hiT 7070,7050 O&M; General

IPT KTP 2009-2010 10 of 66 Version 1- 07

IPT KTP 2009-2010 11 of 66 Version 1- 07

(Operation support & network Support including

Second will be the Field Maintenance which includes Field Maintenance

• O&M Procedure Development Support

2.2 Scope of Work

2.2.1 O&M Procedure Development Support:

2.2.1.1 O&M procedure documentation development

– Checking existing O&M procedure documentation and

IPT KTP 2009-2010 12 of 66 Version 1- 07

2.2.3 Share of Responsibilities:

Nokia Siemens Networks will provide:

• Agreed resources within specified lead time