Customer Assurance allows service providers to offer a web portal to their customers to allow them to see the health and status of their purchased services. This configurable and brand-able portal allows customers to see a topological map view of their service, tabular event views, historical views as well as performance-related metrics and configurable dashboards associated to their service.

The key elements of Customer Assurance are:

IMPACT MANAGER

Impact Manager is built on Service Assurance. It pre-calculates the list of customers affected by all infrastructure failures based on service topology and customer assignments. With Impact Manager, the operations staff has detailed visibility of all customers affected in real time. The NOC management can generate a list of impacted customers with a single click and take the necessary actions to proactively notify and resolve the issues.

CUSTOMER PORTAL

Today service providers, managed service providers, carrier carriers, cable operators and metro Ethernet providers have enterprise and carrier customers with sophisticated IT organizations. The services purchased by these customers are mission-critical in nature for their business. These customers are increasingly demanding visibility into the services they purchased. When a service-affecting problem occurs, there is a wide grey area as to the source of the problem. The outage could be related to failure on the service provider network or the customer infrastructure. However, due to a lack of service visibility, customers initiate service calls to query the status of the service, tying up key service provider resources. With legacy systems, service providers have to overcome security issues, figure out ways to administer the users and invest in custom development to offer end customers visibility into the services they purchased.

NetOmnia^TM Customer Portal enables service providers' end customers' visibility to the services they purchased in real-time. The end customers can now watch the event resolution process without making service calls. The service provider can simply create a customer user profile and assign appropriate service to the customer. The end customer can use any popular web browser to access the system and monitor their services.

BUSINESS ADVANTAGES

• Prioritizes and proactively resolve SLA customer issues
• Improves customer experience with added transparency in customer support
• Reduces customer supports calls
• Differentiates services from competition.