Vodacom Business Self Service Portal

Transcription

1 Vodacom Business Self Service Portal Vodacom Academy

2 Vodacom Group Ltd endeavours to ensure that the information contained in this document is true and correct, but does not accept responsibility for any error or omission. The development of training material is on-going; therefore published information may not be up-to-date. Vodacom Group Ltd cannot accept liability for any loss or damage of any nature whatsoever arising or resulting from the use of or reliance on information or particulars in this document. Amendment History A new amendment history log will be issued with all future updates. Instructions for Future Amendments Where individual amended pages from within a chapter are supplied, these will replace the existing pages. Version Number Effective Date Pages Amended Description May 2013 All New Document July 2013 Revised Document Copyright May 2013, Vodacom Group Ltd All rights reserved. No part of this publication may be amended, reproduced, or transmitted, in any form or by any means, electronic, mechanical, photocopying, and recording or otherwise, without prior written permission from the author(s). Printed copies may be outdated as updates are made electronically. C2 Vodacom Restricted Page 2 of 60

3 Contents 1 Vodacom Business Self Service Portal 5 2 Purchasing Data on the Vodacom Business Self Service Portal 10 3 Reports 17 4 Managing Contacts 22 5 Managing Accounts 27 6 Performance Monitoring using InfoVista 28 7 Screen Layout of InfoVista 31 C2 Vodacom Restricted Page 3 of 60

4 Learning Objectives Once completed you will know: How to use the Vodacom Business Self Service Portal; How to purchase data; How to draw reports; C2 Vodacom Restricted Page 4 of 60

5 1 Vodacom Business Self Service Portal 1.1 Finding the Business Self Service Portal? To access the Vodacom Business Self Service Portal click on the following URL: Alternatively you can access the website via the website, by going to the Corporate or SMME section, and selecting the Business self-service link. C2 Vodacom Restricted Page 5 of 60

6 1.2 Managing your credentials on the Vodacom Business Self Service Portal Step Action Enter your username and password. If you cannot remember these, click I have forgotten my sign in details. Go through the verification process after which an will be sent to you allowing you to reset your password. 1 You can also reset your password at any time from within the portal. We recommend that you do this immediately after you have signed in for the first time to something that you can remember. 2. C2 Vodacom Restricted Page 6 of 60

7 1.3 Getting started on the Vodacom Business Self Service Portal Step Action The layout of the Business Self-Service Portal is shown below. The purchasing and reporting functionality can be found in the left-hand column under Manage account. 1 Before you start managing your account, please go to the right-hand column and choose which account you wish to work in if you have multiple accounts with Vodacom. 2 C2 Vodacom Restricted Page 7 of 60

8 1.4 Getting assistance on the Vodacom Business Self Service Portal? Step Action The most effective way of obtaining assistance for any query that you have is by submitting a service request. In Service request management in the left-hand column you can submit queries and track their progress. You can also contact the Vodacom Business Support Centre on or them on @vodacom.co.za 1 C2 Vodacom Restricted Page 8 of 60

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10 2 Purchasing Data on the Vodacom Business Self Service Portal The Vodacom Business self-service portal allows you to purchase top ups if you have exceeded your monthly cap. Customers using a satellite connection can also purchase tokens if their daily quota has been exceeded. 2.1 Buying Top Ups Step Action Applicable to broadband services Select Online services in the left-hand column. 1 Choose whether you want to top up an ADSL, WiMax or Satellite Service. Select the account that you wish to top up. Look at any quotes that you may have asked for previously in View open quotes. For a new quote, click Get a quote C2 Vodacom Restricted Page 10 of 60

11 Select the bandwidth bundle you would like to purchase and the number of bundles you require, then Click Get a quote. NOTE: You will only be shown relevant options, so you don t have to worry about buying something that you don t need 2 3 Check that the quote is correct, then Select the quote, and click Top up now. C2 Vodacom Restricted Page 11 of 60

12 You will now receive a confirmation message for your records: 4 C2 Vodacom Restricted Page 12 of 60

13 2.2 Buying Vodacom Satellite Connect tokens This is only relevant to the Vodacom Satellite Connect product.. Fair Access Policy Step Action 1 As part of a Fair Access Policy (FAP) to prevent a few top users spoiling the service for the rest, a daily bandwidth allowance has been implemented. If you would like to see your remaining daily bandwidth balance you can download a Status Meter from the portal. When this meter indicates 0% remaining, a 10% portion of your daily allocation will be available at half speed allowing you time to stop large downloads and access the Self- Service Portal. Once the daily allocation is completely used up, the performance of your link will be decreased further. Redeeming a token will restore your daily allocation. Each account is provided with one FREE token per month. Your daily allowance is restored close to midnight. Vodacom s Download Zone (2 am 6 am) can be used for larger downloads so that they don t count against your daily allowance. C2 Vodacom Restricted Page 13 of 60

14 Purchasing Tokens Select the account that you want to buy the Token/s against. If you don t already have any generated quotes, then click Get a quote. 1 Select the number of tokens that you require. NOTE: You can buy up to five tokens at a time. Purchased tokens are stored until you redeem one for a specific day s use 2 C2 Vodacom Restricted Page 14 of 60

15 Check the details of your token order and if you wish to proceed with the purchase, then accept the Terms and Conditions, and click Top Up now. Tokens will then be placed into your account until you wish to make use of them. 3 Redeeming a Token Step Action 1 When you need to use a token, go to Online Services ->, Satellite ->, Redeem token. Your tokens will be shown with any free tokens at the top of the list. Click Redeem token C2 Vodacom Restricted Page 15 of 60

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17 3 Reports Step Action For broadband accounts, the Data usage shows reports on cap and quota balances. Top up history shows when top ups were bought and used. There are also reports for tokens: Token purchase history shows the token bundles you have bought; Threshold usage shows you how you have been using your daily allowance; and Redemption History tell you when you redeemed a token. In Order History you can get a report showing you all the orders that you have made. The VoIP links you an itemised billing report if you have purchased the IP Talk product. 1 C2 Vodacom Restricted Page 17 of 60

18 3.1 Cap Management Reports Data Usage Step Action You can see how much data remains of your monthly cap and top ups. 1 Top Up History Step Action You can see what Top Ups you have bought.(available for capped ADSL, WiMax and satellite accounts). 1 C2 Vodacom Restricted Page 18 of 60

19 Daily Allowance (FAP) Management Reports Daily Allowance Usage History Step Action With the Satellite threshold data usage report, the Business Self Service portal allows you to see if you have been exceeding your daily allowance as part of FAP. NOTE: Your daily allowance increases the larger your monthly bundle is. The portal gives you three different reports, which can be seen by choosing one of the following under Select Precision : 1 Bandwidth usage for the day (useful to see if you may need to redeem a token); The usage of your daily allowance for the past week; The usage of your daily allowance for the past month. (Useful to see if you often exceed your daily allowance and should upgrade to a bundle with bigger daily allowance available.) 2 C2 Vodacom Restricted Page 19 of 60

20 Token Purchase History Step Action You can see how many tokens you have purchased 1 Token Redemption History Step Action How you have used those tokens. 1 C2 Vodacom Restricted Page 20 of 60

21 Voice Usage Reporting Step Action If you have a VoIP service as a standalone product or as part of your satellite package, you can see what calls have been made. 1 Order History Reporting Step Action Under Order history in the left-hand column you can see a record of all of the purchases that you have made using the Business self-service portal. 1 C2 Vodacom Restricted Page 21 of 60

22 4 Managing Contacts The Vodacom Business Self Service Portal allows you to take complete control over who of your staff will be able to do what activities in the portal. This includes aspects like adding people, changing their portal access rights, whether they can make purchases on the site, deciding which sites they are representatives on, giving you a helpdesk function, and even how Vodacom may communicate with contacts based on the time of day. 4.1 What is a Contact? A contact is a person whom you have authorised to interface with Vodacom using the portal. This may be as an independent individual or as a representative of a helpdesk. Identifying Contacts It is critical that contacts are identified and correctly matched to the information in the system, particularly the address. This allows Vodacom to securely and accurately resolve incidents and engage only with authorised people, such as for approving requests for changes. The Helpdesk Function One of the great features of the Vodacom Business Self Service Portal is that it allows your organisation to run one or more of your own helpdesk functions. You can use the portal to allocate contacts to a particular helpdesk. NOTE: You will need to contact Vodacom to have a helpdesk set up for you 4.2 Adding a Contact Step Action A contact is a person whom you have authorised to interface with Vodacom using the portal. This may be as an individual or as a representative of a helpdesk. Identifying Contacts 1 C2 Vodacom Restricted Page 22 of 60

23 The Help Desk Function Choose whether you are adding the contact in as an Independent individual or as a Helpdesk role 4.3 Independent Individual Contact Step Action Basic Information Fill in the basic information asked for so that the contact will be authorised to use the portal. The other information that is needed is for security purposes and for what the person will be allowed to do in the portal 1 C2 Vodacom Restricted Page 23 of 60

24 Their Role This is the primary capacity in which this person will interface with Vodacom. NOTE The Technical contact is the person who will receive Vodacom alerts for services that could be affected by an incident. Customer Association In certain cases a person may be authorised to manage services for more than one customer. If you are the contact manager for more than one customer you will be allowed to create a contact, and associate that contact to all of the customers that you have access to, or a subset of them, so it is not necessary to create duplicates of a contact Authorisation Fields If you would like this contact to make use of the Vodacom Business self-service portal, please give them authorisation to do so here. NOTE: Portal access is not required if this person will only interface with Vodacom s CSOC in their capacity as a technical contact. C2 Vodacom Restricted Page 24 of 60

25 Portal Rights Each of the portal rights is associated with a specific set of functions on the portal. The table on the next page explains what the roles are: Portal right Portal: Contact Management Portal: Detail billing report Portal: Order History Portal: Order Management Portal: Performance Report Portal: Usage Report Description A person with this role is classified as an administrator. This allows the person to have full control over all aspects of any contact. This role enables the downloading of interim CDR reports for your VoIP services. This role enables a listing of all orders that have been placed with Vodacom in the last 90 days. This role is associated with any function that will lead to the execution of an order on Vodacom s systems. This relates to all aspects of top-ups and other associated functionality. This role is required if a person requires access to the InfoVista performance reporting tool. This role will enable the user to see the usage graphs of any type of data service that is usage based. This is primarily aspects like cap usage on internet bandwidth, token purchase history, etc. Other Authorisations There is also a second set of authorisations. These are not associated with the portal but with request for changes that can be logged with Vodacom s support personnel. Each of these roles will indicate whether the person that has logged the request for change has been given the necessary authorisation to do so. This shall be the person that will be associated with the request for change. Authorisation will be checked against the person s list of authorisations. C2 Vodacom Restricted Page 25 of 60

26 Non-portal right Description Hosting changes This role covers requests for access to the data center and certain changes to hosting services Network changes This role addresses aspects around the customer s network. An example is a request for an IP Address change. Security changes This role covers security changes on a customer s network. A typical example is a port on a firewall that needs to be opened. C2 Vodacom Restricted Page 26 of 60

27 5 Managing Accounts 5.1 Account Association Account association is one of the powerful capabilities that Vodacom has enabled. This allows the customer to specify exactly which contact should be associated with which sites. Step Action Getting to the Accounts Look in the Manage contact section on the left-hand side 1 The Account Association Tab The account association tab provides you with an overview of how Vodacom s representation of your company s structure, in an explorer view where sites can be rolled up or expanded. It is quite possible that this structure will look similarly to your company structure. A tick ( ) will be visible for each of the sites that this person is associated with. NOTE: When a new contact is added, that person will be associated with your complete company structure. You will have to deliberately delete him from a node. NOTE: If a person is deleted from any node, that the person will also be deleted from the complete structure below that node as well. It may be useful for the contact to be first associated at the lowest level should that person only be responsible for limited sites C2 Vodacom Restricted

28 Notifications This tab enables the person to specify how Vodacom may interact with a contact, depending on the time of day as well as the day of the week. A 4th profile, called Netcool, determines notification triggering in the case of incidents being raised from the network monitoring system(s), Netcool. This is a system generated message and will be triggered when an alarm on the network is raised from Netcool. A choice of either/or and SMS is available. Please note that notifications will be sent all hours and SMS according to the service calendar that is specified. Changing the Phone option will not have any effect. The three different time based profiles are set up as follows: Office Hours : Monday to Friday, 07:00 18:00 Extended Hours : Monday to Friday, 07:00 22:00 24/7 : Sunday to Saturday, 00:00 23:59 6 Performance Monitoring using InfoVista 6.1 Account Association InfoVista is a performance monitoring system that provides performance related reports on managed services provided by Vodacom for business customers. One of the main advantages of InfoVista is that it enables you to have a snapshot of your service s performance for any specified date or interval. This will allow you to make informed decisions regarding your service. For example, upgrading a line due to over utilisation. C2 Vodacom Restricted

29 6.2 Prerequisite for running InfoVista Step 1 Action To run InfoVista reports effectively, the following prerequisites should be adhered to: 1. You will require Java installed on your machine in order to access InfoVista via the Vodacom Business self-service portal. 2. We suggest using Google chrome with Java 6.20 when running Windows 7 as we have encoutered some issues. These software can be downloaded at the followng URL s: After successfully installation of the Java software, a certain setting needs to be changed which can be done by executing the following steps : Select the Start menu and navigate to the Control Panel. Click on Java. This will open the Java control panel. Navigate to the Advanced tab. Expand the Java Plug-in node and deselect Enable next-next generation Java Plug Click on Apply in order to apply the settings You have now successfully prepared your workstation to run the InfoVista application. C2 Vodacom Restricted

30 To access these performance reports, click Performance in the left hand menu column as shown below 2 Select the account that you wish to monitor if you have multiple accounts with Vodacom and click View performance report. This will direct you to the InfoVista monitoring tool 3 C2 Vodacom Restricted

31 7 Screen Layout of InfoVista 7.1 Summary Screen This screen provides the user with a snapshot view of what the current status of the network is. Step Action This is the Tab menu that allows you to navigate between the different screens that are available in InfoVista. 2. Time Navigator - all the information that is displayed on this page are all dependent on the time navigator, which defaults to daily stats for the previous day. Note that it will only display up to the last full compliment. In other words you can t set the time navigator to display Daily data for the current day, because the current day is not completed yet 3. Service Availability - displays the overall availability of the client s service which in this case is the VPN s availability. Note that: C2 Vodacom Restricted Page 31 of 60

32 a. Clicking on the service name will open up a new tab that will graph the corresponding performance indicators, which in this case is Availability, TimeOut & DownTime. b. The indicators can also be graphed separately by clicking on the specific indicator. c. By clicking on the arrow next to the service it will show all the interfaces currently associated to this service 4. More detail on these columns provided later in this document. 5. Device per location - shows the performance information of a specific device per site. 6. More detail on these columns provided later in this document. Please note: MAX refers to the highest value for the time period. For example, the highest saturation level it reached for yesterday. 7. Interface per location - shows the performance information of the interfaces per location. 8. More detail on these columns provided later in this document. Please note: MAX refers to the highest value for the time period. For example the highest Reachability value it reached for yesterday. 9. Search bar can be found at the top of every page, allowing you to find specific items. 10. This shows the user that is logged in as well as provide the necessary help links for more information. This also includes and button which allows you to manage your scheduled ed reports. This button allows you to perform adhoc ed reports of the summary page or you can set up a scheduled ed report. C2 Vodacom Restricted Page 32 of 60

33 Please note that the full screen button on any page open s up the following screen: 1. This section allows you to export the data in different formats as well as provide functionality for adhoc or scheduled s. 2. Time navigator allows you to change time period for the data that is currently on this page C2 Vodacom Restricted Page 33 of 60

34 7.2 Service Summary Screen The following screen shows you a summary of your services for Response time, Site Availability and QoS Step Action Top 10 Response Time - shows reachability, response time, packet loss and jitter for the service that has the maximum top 10 response times. You will be able to drill down further to get end-to-end utilization performance stats per class of service, This report is extremely useful as you can see packet loss, transactions that failed and so on. 2. Bottom 10 site availability - here you can see the sites with the lowest site availability. If you drill down further you will be able to see the site availability per interface C2 Vodacom Restricted Page 34 of 60

35 3. Bottom 10 QoS efficiency - Your QOS defined per service. Here you can see a % of drop packets Drilling down further allows you to view per class of service the QoS interface utilization performance stats C2 Vodacom Restricted Page 35 of 60

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37 7.3 Service Performance Screen The following screen allows you to view specific details on a per service level: Step Action C2 Vodacom Restricted Page 37 of 60

38 1. Service Navigator - list all services that are connected to your site. All the data in the other widgets are dependent on the selection of this widget. 2. Time Navigator - all the information that is displayed on this page are all dependent on the time navigator which defaults to daily stats for the previous day. However this can be changed according to your needs. Note that it will only display up to the last full compliment. In other words you can t set the time navigator to display Daily data for the current day, because the current day is not completed yet. 3. Availability - shows the available performance data for the selected site. It lists all the interfaces associated to the specific site. 4. Interface Utilization - shows the utilization stats on all the interfaces associated to the selected site. It lists all the interfaces associated to the specific site. For a comprehensive explanation of the columns please refer to table. 5. End to end Performance - shows the performance stats over a specific link. The link referred to is the link between the CE (Customer Site) and PE (Provider Edge) router, which displays the different types of packets that are submitted over the link to test performance. For example Standard Data, Interactive Data etc. It lists all the SA probes associated to the specific site. 6. Qos Performance - shows the performance of the different data types that were defined in the various classes of service that has been set up on the interface for the selected site. For Example Standard data, Interactive Data etc. There exist only five different classes today. They are Standard Data, Interactive Data, Business Data, and Video & Voice. A class-default class is always included to cater for the data that has not been defined in any of the other classes. It lists all the QoS interfaces associated to the specific site. 7. Device status - shows the performance of the device, and gives you important factors like saturation, CPU, memory. 8. Search - that allows you to search for a specific interface or device. C2 Vodacom Restricted Page 38 of 60

39 7.4 Core Performance Screen By selecting the Core Performance Tab the following page will appear: Step Action 1 This page shows you the end to end performance of the Vodacom core network which is very helpful during troubleshooting to determine the source of the problem. C2 Vodacom Restricted Page 39 of 60

40 7.5 Advanced Screen The advanced tab consists of a Device Feature and Application Usage Step Action 1 Device - Standard - Advanced By selecting the above you get the same reporting capability of the Service performance tab, but with the exception of 5 minute data being available through instant reports. This can be done by going to the Advanced Tab device standard or advanced C2 Vodacom Restricted Page 40 of 60

41 This widget displays all the routers currently in your network and can be searched by using the search bar. 2. By right clicking on a specific device and selecting Instant reports it provides reports ranging from 5 minutes to 1 day availability reports C2 Vodacom Restricted Page 41 of 60

42 Selecting one of the instance reports it will open up a new tab with the report 3 It again allows you to change the time interval as well as provide an export capability. With regards to the time navigator one must remember that it takes the time entered as the end point and provides stats going back. Another point to keep in mind is that there is a sliding window for 5 minute data of 7 days, because the data is pulled directly from the polers and not stored in a database. However this data is not lost, but gets rolled up to 1 hour data which is kept in a database. C2 Vodacom Restricted Page 42 of 60

43 The same Instant Reports are available on the interfaces that are associated to the selected device. Application Usage By selecting the Application usage tab the following screen will appear which will allow you to view the utilization stats for specific sites on a protocol level, meaning you be able to identify what type of data is flowing over your network: 4 Note that is this is an additional service that you need to subscribe to which has cost implications. View AUM Navigator provides a tree view of all the sites and their relevant locations which can be selected for reporting. Under The AUM Navigator, you will be provided with 2 drop downs Services and Locations As you expand locations you will be able to see the different country, regions, and offices set per client. If you right click on these you will be able to get reports for volume and throughput. C2 Vodacom Restricted Page 43 of 60

44 Represents the volume per office 2. Represents throughput per office. From offices you can drill down further into hosts C2 Vodacom Restricted Page 44 of 60

45 7.6 Schedule Management Step Action In the top right corner of every page there is an selecting Manage Schedules the following screen will appear icon that is used to manage your schedules. By clicking on the icon and This section will list all the s currently scheduled with the relevant detail. Note that it will automatically remove the schedule s once they have completed. 2. The section allows you to perform different actions on the schedule s ranging from deleting, duplicating an existing schedule, merging 2 schedules etc. C2 Vodacom Restricted Page 45 of 60

46 7.7 Using InfoVista Step Action Generating Reports: Hourly, Daily, Weekly and Monthly Reports 1 Reports can be generated from almost every screen by clicking on an instance it will open up a new tab and generate a graphical presentation for that instance. Here s an example of how to graph an availability report for a specific site: 1. Navigate to Service Performance. 2. Click on a site for which availability stats will be graphed. 3. It will show you all the interfaces associated to this site on the right. 4. Click on the interface instance. 5. A separate tab will be opened up with the requested graph. Note that this will allow you to export, or change the requested report. See sections below. C2 Vodacom Restricted Page 46 of 60

47 6. By clicking on the separate attributes you can graph only that attribute instead of all the attributes associated to that instance. 7. This process remains the same for all the different graphs that can be extracted. For example Utilization, Availability, End to End etc. C2 Vodacom Restricted Page 47 of 60

48 Instant reports Instant reports allow you to graph 5 min data instead of hourly data available with normal reporting. By following a similar process as described above, but instead of clicking on the interface you would click on the small arrow next to the interface name. This will then directly access the polers and provide 5 min reporting. Note that it is a sliding window and the data is only kept for 7 days. 2 C2 Vodacom Restricted Page 48 of 60

49 By right clicking on a graph it will give you more instant report options to graph. 3 Sending & scheduling a report via After you have generated the required report that you wish to , you click on the screen: icon which will bring up the following C2 Vodacom Restricted Page 49 of 60

50 1. Enter the relevant address information where you want to send the to. 2. Tick the checkbox to include the generated reports in the body of the . Note that it allows you to type additional information in the body the mail. 3. The preview button gives you the ability to view the before sending it. 4. Click on Send Now to complete the process which will bring up the following success message: C2 Vodacom Restricted Page 50 of 60

51 Scheduling a report The same process must be followed as above, but instead of sending the report straight away navigate to the schedule tab. The following screen will appear: 4 1. Complete the details pertaining to the schedule. Name The name for the schedule. Reporting time Refers to time this report will be executed. time - The time the will be send. End date The date this schedule will end. Recurs How frequently the will be send. Daily, weekly or monthly. 2. Click on Save Schedule which will complete the process and add it to the schedules. C2 Vodacom Restricted Page 51 of 60

52 Exporting a report 5 After a report has been generated you can export that report into different file formats. These formats include pdf, xls, txt and XML. This can be done by clicking on the icon and selecting the format of your choice. C2 Vodacom Restricted Page 52 of 60

53 7.8 Field Definitions Availability Bottom 10 Daily Downtime (Daily) TimeOut Daily Saturation (TOP) Percentage of availability of the service over the displayed period. This includes devices and interfaces which is related to this service. A device or interface is considered to be available when it responds to a ping request, that is, it is fully operational. No response from the device doesn't systematically mean that it is down, since there may be a network transmission failure - in such a case, the device is in 'Unknown state'. Availability is one of the most important factors in the rating of a service level - if a device is unavailable, its service level is zero. Visual thresholds: >=99.5%:, >=98%:, <98%: Downtime is the cumulative amount of time the device is considered as being out of service during the display period. Percentage of time that the device doesn't respond to requests. This should not be confused with the Availability Down indicator - an interface may be up and running even though it doesn't respond to requests. Visual thresholds: <1%:, >=1%:, >=20%: Percentage of saturation of the device over the displayed period, also referred to as 'degraded mode'. A monitored device is considered to be saturated when any one of the following indicators (CPU, Memory and Buffer utilizations) exceeds a predefined threshold. Any time saturation is reported, the individual source factors should be checked carefully. Visual thresholds: <20%:, >=20%:, >=50%: Reachability Reachability (Evolution Period -1) Addresses the transactions between two devices, where a source device is prompted to probe a destination device. The destination device is considered reachable if it responds within a given time when addressed from the source device. This indicator does not take into account cases where the source device cannot trigger the transaction (for example, if it is too busy), or cases where it does not acknowledge the prompt. Therefore, the indicator value is, as a percentage, the number of times the destination device responds to requests compared to the number of times the source device has triggered a transaction. Reachability should not be confused with Availability - even though a device is available, that is to say up and running, this does not mean that it can be reached through the network. Visual thresholds: >=99.5%:, >=98%:, <98%: Evolution of the reachability value, since the previous display period. Therefore a negative value indicates that the situation is degrading whereas a positive value indicates that the situation is improving. Visual thresholds: degradation:, improvement:, no evolution: Speed Gives the number of bits per second allocated for the bandwidth of the interface. C2 Vodacom Restricted Page 53 of 60

54 Utilization IN Utilization OUT Traffic Max Daily Utilization In measures the inbound traffic as a percentage of the total allocated bandwidth. 'Utilization' is usually indicated against a predefined threshold. When a resource is used below that threshold, the interface is capable of giving good service. Above the threshold, the service level drops and users feel the impact Visual thresholds: <60%:, >=60%:, >=80%: Note: This can either be displayed as a percentage of the bandwidth statement or the actual value. Utilization Out measures the outbound traffic as a percentage of the total allocated bandwidth. 'Utilization' is usually indicated against a predefined threshold. When a resource is used below that threshold, the interface is capable of giving good service. Above the threshold, the service level drops and users feel the impact. Visual thresholds: <60%:, >=60%:, >=80%: Note: This can either be displayed as a percentage of the bandwidth statement or the actual value. Traffic max measures the maximum traffic that flowed which can be either inbound or outbound. Visual thresholds: <60%:, >=60%:, >=80%: Source Destination Latency Jitter Transaction OK Source refers to the location of the PE router. Destination refers to the Site name of the CE router. The latency measures the round-trip delay (in milliseconds) when a ping request is sent to a monitored device. Visual thresholds: <100:, >=100:, >=1000: Jitter measures the inter-packet delay variance, in negative and positive values, from destination to source (DS) and vice versa (SD). The values represent the variance in milliseconds Addresses the transactions between two devices, where a source device is prompted to probe a destination device. As a percentage, number of successful transactions compared to the total number of times the source device is prompted to probe the destination device. A transaction is successful each time the destination device responds to the source device request before the timeout has elapsed. Visual thresholds: >=90%:, >=60%:, <60%: Transaction Failed Addresses the transaction between two devices, where a source device is prompted to probe a destination device. As opposed to transaction OK, this indicator provides the percentage of unsuccessful transaction compared to the total number of times the source device is prompted to probe the destination device. A transaction is unsuccessful if a destination device does not respond to the source device request before the timeout has elapsed. C2 Vodacom Restricted Page 54 of 60

55 Visual thresholds: <1%:, >=1%:, >=20%: Packet loss As a percentage, the number of packets which were dropped during the transaction between the source and destination probe. Visual thresholds: <5%:, >=5%:, >=10%: Queuing Discards Dropped Traffic (bps) Submitted Traffic (bps) Transmitted Traffic (bps) Queue Depth As a percentage, the number of bits which were dropped by the QoS queuing policy over the total number of bits submitted. Visual thresholds: <5%:, >=5%:, >=10%: Per second, provides the number of drop packets (that is to say, packets not transmitted), compared to the total traffic sent by the Class-based QoS. Per second, sum quantity of the number of bytes submitted to the Classbased QoS, regardless of the transmission successes and failures. Per second, sum quantity of the number of bytes that the Class-based QoS has effectively transmitted, as opposed to the submitted Traffic value. In bits, provides the queue depth value of the ClassBased QoS, over the display period. 7.9 Types of reporting available within InfoVista Saturation The saturation of a device consists of 3 elements: memory usage buffer usage CPU usage. If either one these are over utilized the device is seen as saturated. C2 Vodacom Restricted Page 55 of 60

56 Availability A device or interface is considered to be available when it responds to a ping request. This will be displayed as a percentage along with the downtime. Interface: Device: Utilization Utilization refers to the amount of data that is being transmitted over a specific interface over time. This is shown as a percentage of the bandwidth statement as well as the actual values in bits End to End (IPSLA) Reports on how your link is performing, in other words from the PE (Source) to the CE (Destination) device for a specific class of service by sending a packet across the link and measuring the time ( latency) it took to reach the destination. Quality Of Service (QoS) Qos section not only reports on the amount of traffic flowing for that specific class of service, but also shows if the packets are being dropped or not on that class. C2 Vodacom Restricted Page 56 of 60

57 7.10 Additional Reporting Capabilities Netflow Netflow gives the client the ability to drill down even more in terms of utilization by seeing what data flowed on that interface and what was the source and destination IP s used. Top IP Usage per site The protocol used for a specific IP pair Spread sheets format combining all the information Source & destination IP address Source & destination CE to PE names Protocol used Bytes/packets transferred C2 Vodacom Restricted Page 57 of 60

58 Timeframe Note: This is an additional feature that has cost implications 7.11 Limitations within InfoVista 1. Currently InfoVista doesn t have the capability to provide netflow stats for VSAT, WiMAX & 3G or any interfaces that are established dynamically due to some infrastructure limitations. 2. APN s are not reported on in this portal, but a separate report exist which is provided by the Vodacom GSM division. Contact your Account Manager or log a call with @vodacom.co.za for assistance with APN reporting C2 Vodacom Restricted Page 58 of 60

59 7.12 General Comments 1. The lowest granularity data that is kept in InfoVista s database is hourly data. However it does allow you to go down to 5 minute reporting by accessing the pollers directly which has a sliding window of 7 days. 2. The reports can be created for different time intervals. For example 1-25 October hourly. 3. All the different report entities above can be graphed. See example below Site Performance Screen Provides a view on how each site is performing and presents data such as availability, Utilization etc. C2 Vodacom Restricted Page 59 of 60

60 Application Usage Screen (Netflow) Provides a detailed view of the utilization at a specific site. For example the top IP pairs, protocol s used etc. C2 Vodacom Restricted Page 60 of 60