Europe.Hughes.com

Manage

We Manage

Making sure your network is running smoothly

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At Hughes Europe we are committed to delivering the highest levels of network availability. Our dedicated network management experts based in our core Network Operations Centre in Greisham, Germany are highly skilled in the monitoring and management of networks spanning multiple technologies and connectivity type.

To deliver the support our customers need, we provide a range of services from our NOC covering all aspects of network management from network design to in-life change management.

A core infrastructure that delivers...

 

Resilience and availability are at the heart of our network services approach so we’ve built a core infrastructure that delivers both. The Hughes Europe purpose-built NOC in Griesheim Germany has a resilient Satellite back-up NOC in Fucino Italy. The NOCs are connected to the Hughes European backbone with redundant high-speed links connecting through Hughes POPs in London, in Frankfurt, and in Warsaw. The Hughes European backbone also connects redundant high-speed Internet breakouts in both London and Frankfurt and delivers redundant connection into different Telco backbone infrastructures in multiple countries across Europe to support private DSL networks.

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We monitor your network and collect data in real time from the NOC and from devices on site. We analyse the data we collect and evaluate activity to identify any exceptions to agreed thresholds. If we find something unusual, an alarm is triggered to notify the central monitoring system.  Every alarm is dealt with according to individual customers’ processes – we know one size doesn’t fit all.  And because we can look at real-time and historical date, we can analyse trends and make recommendations to help avoid future incidents.

TAKING THE PULSE OF YOUR NETWORK

We are committed to restoring service as quickly and efficiently as possible if there is an incident so we’ve designed processes and tools that enable quick and accurate troubleshooting. Our on-call engineering team for 2nd and 3rd level support are available 24/7. All incidents are logged centrally and tracked through their entire lifecycle with a clear technical and management escalation path in place.
 
Any incidents identified through our proactive network monitoring are automatically fed into our integrated support process. We are dedicated to achieving continuous improvement so our specialist team periodically reviews all incidents to make sure he process is the best it can be.

MINIMISING DOWNTIME

Continuous learning is important to us – that’s why we want to make sure that if there’s an incident on the network we can use the knowledge we gain to enhance our services for the future.  So, to help us avoid recurring incidents all problems are logged and documented in our dedicated Problem Management System. Our Engineering teams review all incidents. Identified solutions are recorded and shared across all teams – so our change management teams and our design teams can proactively implement those solutions on existing networks and include them in future designs to further improve network performance in the future.

FINDING THE ROOT CAUSE

Changes on the network are inevitable - but downtime while they happen can be minimised. We manage change through ServiceNow to provide visibility for our customers. We have dedicated Change Managers who own the end to end process so you can be sure of clear unambiguous communication at every stage. All changes are updated in the configuration management tool so they integrate seamlessly into the ongoing support service.

TAKING THE INITIATIVE