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ARRIS ServAssure Enterprise is a revolutionary solution to fault management issues inside your HFC network. This indispensable application is a customer-centric solution focused on proactively solving network and service management problems. ServAssure Enterprise integrates the best- in-class standards-based network management technology with customer care and billing data sources to give operators a vehicle to proactively monitor the health of their network infrastructure and prioritize alarm resolutions by the number of customer(s) impacted.
ServAssure Enterprise periodically and/or on-demand retrieves, collects and stores telemetry information from managed devices in the network; including Customer Premise Equipment (CPE), HMS (Hybrid Management System) compliant equipment, head-end equipment, video transport equipment and the digital communications backbone for the cable operator. ServAssure Enterprise assesses the retrieved information and checks that it is within the normal operational ranges. ServAssure Enterprise uses the retrieved telemetry data to correlate anomalies and calculate common point of failures (CPF) in both the digital and HFC plant. By using the thresholds and alarms that are defined for each specific device in the network, ServAssure Enterprise is able to pinpoint potential failure point, by location and device, within the network allowing network maintenance personnel to quickly locate and rectify these potential failures before they become major outages.
Through web-based displays and integration with back office customer care and billing systems, ServAssure Enterprise provides a total picture of the operational state of the operator's network. Integration with the back-office billing infrastructure allows ServAssure Enterprise to identify specific subscribers and services affected. It proactively determines network faults or potential problems and electronically notifies the Network Operations Center (NOC), Dispatch Center, and Customer Service personnel. It provides services to automatically submit trouble tickets or work orders directly to WorkAssure, while providing information as to the number of customers and services that are affected.
ServAssure Enterprise increases operational efficiency and supports customer-oriented service practices. It grows with the organization as it changes. It delivers distinct value while working easily with other best-in-class enterprise applications and legacy systems. ServAssure Enterprise provides workers cross-trained in a wider variety of skills with the information they need to perform a greater range of activities to proactively reduce costs through outage reduction and reduced trucks rolls through effective cause identification. As a result, these reductions lead to increased customer retention through increased service reliability and the increased ability to measure and substantiate open access for a multiple ISP environment.
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