Operation Management

SNO will manage incidents across the network including:

Detect, log, classify, and manage incidents end-to-end

Provide 24/7 operational response (NOC)

Communicate using approved templates

Maintain accurate incident and RCA records

Detection & Logging

Automated monitoring triggers (Network Management Systems, equipment telemetry)

Manual incident reports received by the NOC via email, phone or other electronic means such as online portal or integrated systems

Classification & Prioritization

Each incident is reviewed and categorized using pre-defined criteria

Once categorized, incidents are prioritized using the agreed prioritization framework

Major incidents triggers such war-room activation and multi-stakeholder coordination

Investigation & Diagnosis

Work with relevant parties to investigate and diagnose the incident

Use event correlation, remote diagnostics and other means available to determine the underlying cause of the incident

Resolution & Restoration

Work with all relevant parties to ensure restoration of the service and resolution of the incident within agreed timescales.

Communication

Provide standardized outbound updates using the customer-agreed protocols and methods - update frequency will be determined by the incident category

Post Incident Improvements

Root Cause Analysis (RCA) provided for agreed events

Knowledge Base Updates feeding resolved items into Customer Service Incident Register

Problem Management is a core operational service focused on identifying, analyzing, and permanently resolving the root cause of incidents across the network. Whilst Incident Management restores service quickly, Problem Management ensures long term service stability, reduction in repeat issues, and continuous service improvement.

The service aims to:

• Eliminate repeat incidents through RCA combined with application of lessons learned
• Reduce operational and customer impact by providing workarounds where necessary for long-term fixes
• Improve network performance and stability via trend analysis and structured remediation
• Strengthen operational resilience

SNO responsibilities typically include:

• Logging, categorizing and prioritizing all Problems based on impact and urgency
• Assigning a Problem Owner and supporting technical teams
• Conducting initial diagnosis and full RCA
• Maintaining all Problem artefacts including KEDB, RCA documents, and closure summaries
• Leading governance sessions (Problem Review Board)

SNO will undertake the following activities:

Structured logging and lifecycle management of Problems in the Problem Management System (PMS).

Proactive identification of Problems through:

• Incident trend analysis
• Monitoring and alerting systems
  • Major Incident reviews
  • Vendor notifications
  • User or partner reports
  • Root Cause Analysis (RCA) using industry standard methods (5 Whys, Ishikawa, FMEA)
  • Identification of temporary workarounds and permanent fixes
• Creation and maintenance of the Known Error Database (KEDB)
• Problem review governance, reporting and continuous improvement

Change Management provides a structured, controlled, and auditable approach for introducing changes into a network environment. As part of the broader Network Managed Services framework, Change Management plays a critical role in safeguarding service availability, preserving security posture, protecting configuration integrity, and reducing operational risk.

This service ensures that all modifications, whether planned, reactive, or emergency, are managed through a rigorous governance process aligned with ISO/IEC 20000 and ISO/IEC 27001. By applying a consistent framework of assessment, approval, testing, execution, and validation, Change Management prevents unplanned outages, avoids configuration drift, and maintains the stability of the network infrastructure.

Strong Change Management is essential not only for predictable operations but also for meeting regulatory expectations, ensuring traceability, and maintaining the integrity of critical infrastructure. SNO delivers a disciplined, end-to-end process that provides confidence, transparency, and operational assurance across all network changes.

Scope of Service

Change Management covers the end-to-end governance, coordination, execution, and validation of all changes affecting in-scope network infrastructure, platforms, configurations, and associated managed services. This service ensures that every change follows a controlled lifecycle that protects service availability, maintains security posture, and preserves configuration integrity across the managed estate.

Governance, Control & Approval

• Management of the full Change Management lifecycle, from RFC submission through to closure
• Change classification (Standard, Normal, Emergency)
• Impact and risk assessment, including technical, operational, security, and customer impact considerations
• Facilitation and operation of the Change Advisory Board (CAB)
• Verification and approval of Implementation, Test, and Backout Plans
• Scheduling of changes within agreed Change or Maintenance Windows
• Stakeholder communication regarding change timing, impact, and dependencies

Change Planning & Execution

• Development or validation of implementation plans for Normal and Emergency changes.
• Execution of approved changes across in-scope network and platform components
• Coordination with third party vendors, field teams, or OEMs as required
• Pre deployment testing when applicable (lab, virtual environment, or controlled staging)
• Pre and post change validation, including service health, monitoring checks, and technical verification

Configuration, Documentation & Auditability

• Update of CMDB, asset records, configuration baselines, and topology documentation
• Storage and maintenance of change records for compliance and audit readiness
• Evidence capture for each stage of the change lifecycle
• Validation of configuration drift post implementation

Monitoring, Reporting & Continuous Improvement

• Recording and reporting of raw and derived change metrics
• Trend and performance reporting (e.g., change success rate, emergency change ratio)
• Identification of recurring issues requiring Problem Management intervention
• Continuous improvement activities linked to service quality or audit requirements
• Integration with the reporting platform

Diagnosis Management is a cornerstone of the Network Managed Services operational model, providing the technical depth required to maintain stability, resilience, and predictability across the network. As networks grow in complexity with evolving architectures, increased demand, and multi-vendor ecosystems, the ability to quickly identify the true cause of service-impacting issues is essential to maintaining availability and customer confidence.

This service delivers structured, repeatable, and industry aligned diagnostic capability that transforms raw monitoring data into meaningful insight. By combining telemetry analytics, device level investigation, configuration comparison, and cross-domain correlation, Diagnosis reduces restoration times, prevents repeat failures, and strengthens overall service quality.

Diagnosis Management serves as the analytical engine underpinning Incident Management, Problem Management, Change Management, and Configuration Management. It ensures that every event is understood, every root cause is identified where possible, and every remediation action is founded on evidence—not assumption. Through this disciplined diagnostic framework, customers benefit from greater service transparency, improved operational stability, and a consistent, high quality managed service experience.

The purpose of Diagnosis Management is not only to identify what has occurred, but why it occurred, and what must be done to prevent recurrence. Providing actionable insight and data driven conclusions enables improved network resilience, reduced repeat failures, and enhanced service performance across the managed environment.

Scope of Service

Diagnosis Management provides structured, evidence driven technical investigation of faults, alarms, and performance anomalies across the Network. The primary objective of the service is to accurately identify root causes or contributing factors that impact network stability, performance, or availability, enabling timely restoration under Incident Management and long-term corrective action under Problem Management.

Diagnosis activities are performed remotely and make use of SNO’s operational tooling, monitoring platforms, configuration baselines, historical telemetry, and network documentation provided by the Customer. This service includes the end-to-end investigative process from initial fault isolation through to validated diagnostic conclusions, and documented remediation recommendations.

• Fault Isolation & Technical Investigation. Systematic identification and elimination of potential causes across devices, interfaces, services, or configurations.
• Telemetry, Log & Event Analysis. Review and correlation of alerts, monitoring events, performance counters, syslog data, and device telemetry.
• Root Cause Analysis (RCA): Determination of the underlying cause of an issue where sufficient evidence exists, including problem pattern identification and contributing factor assessment.
• Configuration Comparison & Drift Analysis: Comparison of device configuration against baselines to identify unauthorized, unintended, or impactful changes.
• Correlation Across Network Domains: Linking related events across layers (physical, optical, L2/L3, management systems) to determine systemic or cascading behaviors.
• Remediation Recommendations: Evidence based action plans that support service restoration, recurring issue prevention, or configuration correction.
• Documentation & Reporting: Updating incident/problem records, producing diagnostic summaries, and contributing to RCA governance activities.

The service provides end-to-end, always-on network visibility designed to detect issues early, reduce incident impact, and ensure stable network operations. This service forms a core component of SNO’s Network Managed Services (NMS) portfolio and underpins all operational assurance activities by enabling rapid detection, correlation, and triage of meaningful network events. SNO delivers this service using a combination of telemetry ingestion, SNMP polling, syslog monitoring, event correlation engines, and automated ticket creation, supported by the 24/7 NOC. The service provides timely insights, actionable incident escalation, and clear performance reporting. Monitoring & Event Management integrates seamlessly with the other Network Managed Service components including Incident Management, Configuration Management, and Capacity Management, ensuring that operational actions following an event are consistent, predictable, and quality controlled. This service acts as the first operational line of defense in maintaining network health and is critical to maintaining target availability, stability, and performance across the network.

Real Time Monitoring & Data Collection

SNO will continuously monitor onboarded network elements using approved protocols and monitoring systems, including:

• SNMP polling, performance counters, and device availability checks
• Streaming telemetry ingestion, where supported, for live health and performance data
• Syslog alarm capture and platform-based event ingestion (e.g., AMS/NFM)

Event Detection, Correlation & Prioritization

The service includes the full event lifecycle from detection to operational escalation:

• Threshold based alerting for availability, performance, and fault conditions
• Event correlation, grouping, and suppression to minimize noise and improve accuracy of root cause identification
• Validation of alerts, including false positive screening and basic first line checks (FLCs)
• Event categorization and prioritization based on impact and criticality

Automated Ticketing & Escalation

SNO will ensure timely ticket creation and routing via the integrated ITSM platform:

• Automated incident ticket creation for validated events
• Escalation to Incident Management for service impacting or critical events
• Customer notifications aligned to agreed contact and escalation matrices

Triage & Operational Assessment

Following validated event detection:

• First line triage and initial diagnostics to determine service impact and next step actions
• Identification of probable fault domains based on telemetry and alarms
• Routing to relevant SNO teams or external resolver groups where required

Dashboards, Analytics & Performance Insights

SNO will provide visual and analytical insights to support operational transparency:

• Health dashboards across network, node, service, and performance layers
• Capacity related monitoring (CPU, memory, link utilization) with trend identification
• Event trend analysis, recurrence insights, and alert-quality assessments

Governance, Reporting & Service Assurance

As part of ongoing service governance, SNO will provide:

• Monthly or quarterly reporting as agreed
• SLA/OLA performance measurement across detection, escalation, and monitoring availability
• Continuous improvement actions, threshold optimization, and monitoring rule tuning

The purpose of the Capacity Management service is to ensure that network and infrastructure components have adequate capacity to meet current and forecast demand, while maintaining agreed service levels and supporting efficient growth across networks.

Core Network and Infrastructure Capacity Monitoring

• Monitoring bandwidth utilization across infrastructure
• 95th percentile utilization calculations and trend analysis
• Identification of utilization thresholds and SLA risk conditions
• Monitoring port usage across switching and routing infrastructure
• Monitoring PON port utilization including subscriber load and bandwidth balance
• Monitoring cabinet and hut power consumption, including battery test outcomes and UPS capacity

Capacity Forecasting and Planning

• Annual capacity forecasting including bandwidth, port, power, and network growth projections
• Identification of required upgrades based on observed and forecasted demand
• Analysis of anomalies such as asymmetric load distribution (e.g., unbalanced backhaul paths)

Reporting

• Define the raw data points that will be collected for reporting
• Define the derived data points that will be created for this service
• Deliver raw and derived data reports

Recommendations and Advisory Services

• Proactive upgrade recommendations for any CNE trending toward saturation
• Network rebalancing recommendations where subscriber or bandwidth imbalance is detected
• Recommendations for power capacity improvements where backup runtime thresholds are compromised

Configuration Management provides the structured, controlled, and auditable management of all network device configuration artefacts across the network. Its purpose is to ensure that every supported device operates against an approved, secure, and fully traceable configuration baseline, reducing operational risk, preventing configuration drift, and enabling rapid restoration in the event of an incident or failure.

The service maintains the integrity of networks through automated configuration backup, version control, audit history, compliance verification, and drift remediation. Configuration Management acts as a foundational capability for Incident Management, Problem Management, Change Management, and Asset Management by supplying accurate configuration data and authoritative baselines.

Baseline & Configuration Control

• Creation, approval, and maintenance of configuration baselines for all in scope devices
• Management of configuration versions, including full version history and rollback capability
• Validation of configuration integrity following approved changes

Automated Backup & Recovery

• Scheduled automated backups of device configurations
• Event-driven backups following approved changes or critical events
• Secure storage and retrieval of configuration artefacts for recovery or audit purposes

Compliance & Drift Management

• Automated comparison of device configurations against approved baselines
• Detection and reporting of configuration drift, including severity classification
• Drift remediation activities to restore compliance
• Configuration-based compliance checks aligned with internal policy and regulatory requirements

Change Tracking & Integration

• Tracking of all configuration changes, including timestamps, author, device, and method of change
• Integration with Change Management to ensure configuration changes follow approved processes.
• Provision of configuration artefacts to support Incident and Problem Management

Reporting & Analytics

• Delivery of configuration audit logs, version histories, and compliance/drift reporting.
• Access to raw and derived configuration data
• Monthly OLA aligned service reporting

Security Controls

• Enforcement of Role Based Access Control (RBAC) for configuration related activities
• Application of MFA requirements for privileged operations
• Secure handling of configuration artefacts in alignment with SNO’s ISMS

Operational Support

• Engineering support for configuration related incidents and escalations
• Coordination with Network Management teams to ensure accurate and synchronized configuration data
• Participation in security assessments, audits, and continual improvement activities relating to configuration governance

Asset Register & Inventory Management

SNO maintains an authoritative, contractually compliant Asset Register (via AIM), recording at minimum:

• Item description
• Model number
• Serial number / unique ID
• Location (warehouse / hut / cabinet / installed site / shipping)
• Warranty status
• Service and replacement history
• Acquisition and value information (if provided)
• Access/security arrangements

Asset Register Update

The Asset Register will be updated upon any of the following events occurring:

• New asset receipt
• Deployment, relocation, or recovery
• Failure, swap out, or RMA
• End-of-Life / End-of-Support notices

Spares Management

SNO will maintain an inventory and spares catalog, including:

• Inventory by location
• State of readiness for rapid dispatch
• Consumption and replenishment requirements
• Secure storage and handling of all spare deliveries
• Workflow integration with AIM and Ops Portal
• Notifications on agreed parameters such as spares stock level thresholds or RMA process initiation

Spare Dispatch, Logistics & Replacement

Upon hardware failure, SNO will:

• Identify the nearest suitable spare
• Coordinate dispatch and logistics to the incident site
• Engage Remote Hands where needed
• Update AIM and spares records on completion
• Initiate and track RMA with the manufacturer

Lifecycle Management

SNO will manage the lifecycle of the asset including:

• Monitoring manufacturer EoL/EoS milestones
• Identifying alternative repair/supply paths where possible
• Maintaining continuity of operations through reasonable endeavors
• Trigger Change Management where required
• Follow contractual rules for ownership, title, and replacement

Reporting & Governance

SNO shall provide monthly reporting (unless contractually varied) including:

• Current spares inventory for each location
• Asset register changes and updates
• Usage and RMA activity
• Replenishment requirements
• Compliance with KPIs & SLAs
• Lifecycle state summaries and risk exceptions

Release Management governs the end-to-end lifecycle of releases - from planning, assessment, approval, and scheduling, through to deployment, verification, and post implementation review. The service ensures that all releases are properly risk assessed, tested, documented, and approved through established Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) processes prior to implementation.

The Release Management Service ensures that all software, configuration, and platform changes are introduced into production environments in a controlled, predictable, secure, and auditable manner. The service exists to safeguard the stability and integrity of customer facing and internal systems while enabling timely delivery of enhancements, fixes, and operational improvements.

• Provides controlled governance over all production releases, ensuring that only authorized, tested, and risk assessed changes are deployed
• Minimizes service disruption by enforcing structured planning, assessment, scheduling, and deployment practices aligned to SNO’s SMS and ISMS
• Enhances operational stability through standardized release processes, consistent approval flows, and robust rollback strategies
• Increases transparency and predictability using a maintained Release Calendar and Forward Schedule of Change (FSC)
• Ensures compliance and auditability through documented approvals, retained artefacts, traceable decision making, and enforced segregation of duties
• Supports continual improvement by identifying lessons learned via Post Implementation Reviews (PIRs) and feeding these into process and quality improvements
• Enables safe delivery of service enhancements that benefit customers while protecting the production environment from unmitigated risk

Service Components

• Release Planning & Governance
  • Operation of the Change Advisory Board (CAB) and Emergency CAB (ECAB)
  • Classification of releases (Major, Minor, Emergency)
  • Creation, maintenance, and communication of the Forward Schedule of Change (FSC) and Release Calendar
  • Coordination of release approvals according to governance requirements
  • Enforcement of segregation of duties for development, approval, and deployment roles
• Release Package Validation
  • Review and validation of the Release Package (documentation, test evidence, deployment steps, rollback plan, updated artefacts)
  • Validation of risk and impact assessments for all releases
  • Assurance that all ISO/IEC 20000 and ISO/IEC 27001 controls related to Release Management are met
  • Verification that the release meets compliance, security, and audit requirements
• Deployment Coordination & Oversight
  • Scheduling releases within approved deployment windows
  • Coordination of technical, operational, and stakeholder resources
  • Supervision of production deployment and oversight of any customer-impacting activities
  • Execution of post deployment validation to confirm successful implementation
  • Coordination of hypercare and enhanced monitoring where required
• Stakeholder Communication
  • Issuing internal and customer-facing release communications (as applicable)
  • Communicating release timing, impacts, dependencies, and risk considerations
  • Providing relevant updates before, during, and after the release event
• Post Implementation Review (PIR) & Continual Improvement
  • Conducting PIRs for all Major and Emergency releases, or as otherwise required
  • Documenting lessons learned, residual risks, and improvement actions
  • Feeding improvement recommendations into the continual service improvement program
• Audit, Assurance & Compliance
  • Maintaining release records, approvals, logs, evidence, and documentation required for audit readiness
  • Supporting internal and external audits specific to change and release governance
  • Ensuring secure handling, retention, and traceability of all release artefacts

  Outcomes Delivered

  • Reduced risk of failed or unauthorized releases, through governance, validation, and mandatory CAB/ECAB approvals
  • Improved service quality and reliability, as changes are tested, reviewed, and deployed with clear success criteria and rollback plans
  • Greater visibility and control over the release pipeline via a centrally managed release schedule and formal communication channels
  • Faster recovery and better root cause insight through structured PIRs that drive corrective and preventive actions
  • Consistent compliance posture, with all releases performed in line with ISO/IEC 20000, ISO/IEC 27001, and internal security controls
  • Stronger cross team coordination, ensuring engineering, operations, product, and customer stakeholders are aligned prior to deployment
  • Increased stakeholder confidence, as release activities follow a predictable, evidence based, and professionally governed process

The Platform Lifecycle Management (PLM) Service provides a comprehensive, end-to-end framework for the governance, assurance, and strategic control of all platforms and Managed Elements (MEs) that underpin the operational stability of the network. As networks evolve and technology lifecycles shorten, the ability to proactively plan, manage, and mitigate lifecycle-related risks becomes a critical operational capability. PLM enables SNO and its customers to maintain full visibility of asset posture, ensure continuity of supportability, and safeguard the resilience and security of production environments.

The service delivers structured and measurable lifecycle oversight spanning hardware, firmware, operating systems, and platform software versions across all in-scope components. Through systematic tracking of key vendor-defined lifecycle milestones—including End of Life (EoL), End of Support (EoS), End of Software Maintenance (EoSM), and Last Date of Support (LDoS) - PLM ensures that ageing or at-risk platforms are identified early, assessed for technical and operational impact, and managed through controlled upgrade or remediation pathways. This reduces exposure to instability, unplanned downtime, cyber vulnerabilities, and supply chain risk.

At the heart of the service is the Lifecycle Register (LPR), a governed and continuously maintained source of truth containing current lifecycle status, key milestones, vendor notices, and support entitlements for all Managed Elements. The Register underpins SNO’s proactive planning activities, ensuring the organization is always prepared for upcoming lifecycle transitions. Through structured risk assessments, SNO evaluates the operational, security, and compliance implications of lifecycle changes, providing actionable mitigation strategies and recommendations to ensure network reliability and continuity of service.

PLM includes the creation and ongoing maintenance of a 12–36 month Upgrade & Refresh Roadmap, enabling network infrastructure owners to manage budgets, plan engineering windows, and coordinate stakeholder approvals with confidence. The service integrates seamlessly with Configuration Management, Asset Management, and Release Management, ensuring lifecycle-driven changes follow defined governance, are fully documented, and maintain configuration integrity across the estate. Where Managed Elements fall outside support windows, the service facilitates the governance of exceptions and waivers, ensuring risks are acknowledged, time-bound, and mitigated through compensating technical or operational controls.

Operational transparency is enhanced through Quarterly Lifecycle Review Packs, providing network infrastructure owners and operators with a clear summary of current status, upcoming milestones, lifecycle heat-maps, improvement recommendations, and dependency insights. These outputs drive informed decision-making, reinforce compliance alignment with ISO/IEC 20000 and ISO/IEC 27001, and support efficient planning for both incremental updates and major refresh programs.

By delivering structured, repeatable lifecycle management grounded in internationally recognized best practices, PLM strengthens network resilience, minimizes operational risk, and ensures that technology platforms remain supportable, secure, and fit for purpose throughout their lifespan. The service enables network infrastructure owners to maintain long term sustainability of their network assets while aligning technology strategy with operational, commercial, and regulatory objectives.

Physical Infrastructure Maintenance is a preventative maintenance service, delivering regular inspections of critical infrastructure components covering:

• Site cleanliness, dust, environmental sealing, equipment condition, door/hinge integrity
• HVAC operation, alarms (smoke/CO₂ where present), generator condition
• Rack layout, cabling organization, ingress/egress points, and internal safety factors
• Infrastructure specific checks including power suitability, telemetry availability, and controller specifics
• Capacity checks based on current and forecasted demand

Following each inspection, SNO will provide a report and generate any remedial work as required: SNO will:

• Gather time stamped photographic evidence against an inspection checklist, and produce a maintenance report
• Carry out minor corrective actions where possible, or otherwise create an incident and manage to resolution

The Preventative Network Maintenance (PNM) Service provides structured, proactive inspection, analysis, and verification of all (in-scope) network elements to detect degradation before it impacts service performance. Through recurring maintenance cycles, SNO ensures that active, passive, environmental, and software components of the network remain healthy, compliant, and aligned to operational standards. 

This service protects the network by maintaining stability, reducing the likelihood of unplanned outages, safeguarding asset lifespan, and ensuring continued adherence to vendor and regulatory best practices. By identifying early signs of degradation — such as optical drift, hardware stress, thermal issues, configuration divergence, and capacity pressures — the PNM service significantly reduces reactive incident volumes and supports long-term cost avoidance. 

Insights and findings generated from PNM activities directly feed into Change Management, Problem Management, Capacity Management, and Lifecycle Governance processes. This ensures that risks are tracked, configuration standards remain current, and all recommended remediations are managed through established service management controls, maintaining alignment with ISO/IEC 20000 and ISO/IEC 27001 requirements. 

Optical Transport (DWDM / OLS) 

• Monitor and analyze OSNR, BER, optical power, and link margin 

• Detect optical drift and long-term degradation trends 

• Validate protection path functionality 

• Review of historical optical performance graphs 

• Routing & Switching Platforms 

• Baseline CPU/memory utilization reviews 

• Route engine health and redundancy checks 

• Hardware and ASIC diagnostics 

• Port error counters, CRC/FEC analysis, and packet drop trending 

• Interface utilization, congestion, and performance evaluation 

PON Platforms (OLT / ONT) 

• PON optical level drift assessment 

• Splitter load verification 

• Identification of ONU registration anomalies 

• Firmware/drift assessments for high-risk areas 

Software & Configuration Reviews 

• Verification of supported OS/firmware versions 

• Review of vendor advisories (PSIRTs, Field Notices) 

• Identification of recommended upgrades 

• Backup and validation of device configurations 

• Comparison against standard configurations (golden templates) 

Passive Network Infrastructure 

• Splice enclosure integrity checks 

• Splitter loss measurement (where accessible) 

• Fiber tray routing and slack storage validation 

• Connector/patch lead contamination checks (where applicable) 

Environmental & Power Systems 

• Temperature, humidity, and environmental trend analysis 

• Power feed and voltage trend reviews 

• UPS/battery ageing and status checks 

• Fan speed and thermal alarm validation 

Analytics & Threshold Reviews 

• KPI trend analysis across all network domains 

• Recommendations for threshold adjustments 

• Capacity trend review for high load segments 

• Degradation modelling (early warning indicators) 

Reporting & Documentation 

• Monthly or quarterly PM findings report 

• RAG status per device/site/domain 

• Documented risks, findings, and recommended remediations 

• Follow up actions logged through Change or Problem Management

Resilience & Disaster Recovery Testing service encompasses the structured planning, execution, validation, and continual improvement of Disaster Recovery (DR) and resilience capabilities across the managed network environment. This service assures that network infrastructure, supporting platforms, and operational processes can withstand, respond to, and recover from service impacting events in alignment with agreed business continuity requirements.

The scope of this service includes all activities necessary to test, evidence, and verify the effectiveness of DR procedures, configuration restoration mechanisms, failover capabilities, and resilience controls that underpin service continuity.

Disaster Recovery Testing & Validation

• Planning, preparation, and execution of annual DR drills/tests, covering agreed DR scenarios
• Validation of DR runbooks, failover sequences, and restoration procedures
• Verification that DR actions meet defined Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO)
• Testing the operability and readiness of designated DR sites, fallback environments, or secondary systems where applicable

Configuration Backup & Restoration Assurance

• Validation that configuration backups are current, complete, and retrievable
• Controlled restoration of device configurations to demonstrate recoverability
• Confirmation that configuration integrity is maintained throughout DR execution

Resilience Assurance Activities

• Evaluation of resilience controls such as redundancy, failover paths, power resilience, monitoring continuity, and dependency mapping
• Execution of scenario-based resilience testing (e.g., site outage, platform failure, component failure, connectivity loss)
• Assessment of operational readiness, staffing preparedness, and procedural accuracy

Evidence Capture, Reporting & Governance

• Production of a formal DR Execution Report, including outcomes, deviations, risks, RTO/RPO performance, and improvement recommendations.
• Compilation and submission of evidence pack suitable for audit, regulatory review, and service governance.
• Presentation of DR testing outcomes within Monthly Service Reporting, Quarterly Reviews, and ad hoc deep dives as required.

Continuous Improvement

• Identification of resilience gaps, operational risks, and improvement opportunities following DR tests
• Recommendations for changes to DR plans, supporting processes, monitoring configurations, or technical controls
• Participation in lessons learned workshops and incorporation of outcomes into future test cycles

This service provides continuous monitoring, event management, and operational oversight of security, surveillance, and environmental systems deployed within SNO-managed infrastructure. It ensures that critical physical infrastructure supporting fiber network operations is protected, observable, and managed in accordance with SNO’s operational, security, and compliance obligations.

The deployment of this service ensures that SNO can detect, assess, and respond to security, safety, and environmental events affecting critical infrastructure, and the systems within them. By monitoring CCTV, Access Control, Traka key management, telemetry devices, HVAC and power systems, the service enables early detection of anomalies, equipment failures, unauthorized access attempts, and environmental conditions that may compromise network resilience.

Acting as the central operational function responsible for correlating surveillance and telemetry data with access activity, identifying risks, escalating incidents, and providing actionable intelligence, the service works in conjunction with other Network Management Services including Monitoring & Event Management and Preventative Maintenance, to ensure that any physical or environmental issue detected is triaged, communicated, and resolved through the appropriate operational channel.

Ultimately, Infrastructure Surveillance safeguards critical network assets, supports regulatory and contractual requirements for physical security, and provides the infrastructure owner with consistent visibility of the integrity, safety, and operational status of the estate.

Infrastructure Speed Testing (IST) is a controlled, on net performance test measuring throughput, latency, jitter, and packet loss between an Optical Network Terminal (ONT) and a hosted Speed Test Server located on the network.

The IST confirms that:

• The network is delivering expected performance at the ONT
• The ONT is online, reachable, and capable of passing traffic
• There is no network impairment within the IST boundary
• Latency/jitter/loss values

Where the IST fails the pre-determined criteria, SNO initiates additional diagnostics to confirm root cause.

Reperio is an order management platform enabling Service Providers to automate the full lifecycle of service delivery, from order submission to provisioning, appointments, in-life changes, and service termination.

Address & Location Services

• Retrieve detailed address metadata (work zone, feeder, status, serviceability)
• Validate address eligibility for orders
• Provide product availability per address

Product & Catalog Services

• Provide available service products (e.g., 1G, 5G, 10G)
• Provide product/service level constraints for appropriate provisioning flows

Order & Installation Management

• Create and manage orders for installation, change, and terminate flows
• Return provisioning IDs and workflow stages
• Support different installation flows (Residential SFH / Commercial / MDU / Smart-City)
• Support alternate order flows, including Held Appointments and Repair Appointments

Appointment Scheduling Services

• Search and provide available appointment slots
• Create, cancel, and reschedule appointments

Provisioned Service Management (In-Life Management)

• Retrieve active services
• Submit speed change / product change requests
• Process service termination requests

Service Request, Comments & Attachments

• Query service requests
• Retrieve comments and attachments

Network Event Insight

• Retrieve planned/unplanned network events
• Identify potentially affected customers
• Receive network event lifecycle updates via webhooks

The ONT Provisioning Service provides a controlled, standardized, and repeatable method for activating Optical Network Terminals (ONTs) across the fiber network. Its purpose is to ensure that every ONT is provisioned accurately, consistently, and in line with approved service templates, configuration standards, and security controls.

This service underpins the reliable delivery of all fiber broadband products delivered over the network. By applying automation, predefined templates, and validation steps, the service reduces provisioning errors, accelerates customer activation times, and ensures end-to-end configuration integrity from cabinet to premises.

Positioned as a core operational capability within SNO’s Service Management System (SMS) and Information Security Management System (ISMS), the Service provides:

• Operational consistency through template driven provisioning and controlled workflows
• Quality assurance through mandatory validation of VLAN assignments, speed tiers, QoS parameters, and ACS/AMS registration
• Scalability to support high volume activations across diverse OLT vendors, regions, and service profiles

SNO typically undertakes the following responsibilities:

• Perform ONT provisioning activities using approved templates, workflows, and validation processes.
• Validate ONT readiness, including serial number confirmation, ACS/AMS registration status, cabinet assignment, and device reachability
• Apply service templates, execute migration steps, and configure SVLAN/CVLAN, speed tiers, and QoS parameters
• Conduct post-provisioning validation to confirm active status, configuration load, and speed tier consistency
• Provide exception reporting and raise escalations when provisioning prerequisites are not met
• Maintain process governance aligned to ISO/IEC 20000 and ISO/IEC 27001 standards, including change, incident, problem, release, and configuration management
• Provision of reports including ONT provisioning attempts, successful service template migrations, validation results, exceptions and failed migrations, and ACS/AMS status checks