India s Leading Hospitality HSIA Service and Solu7on Provider

Transcription

1 India s Leading Hospitality HSIA Service and Solu7on Provider India s leading provider of Wired & Wireless HSIA services to Premium and 5 Star Hospitality / Hotel Chains. Wide experience in secng up Wi- Fi in Airports, Malls, Stadia, Coffee Shops, Hotels, Colleges, Townships, Ci7es 1/ 54

2 Summary About Microsense Solu7on Offerings Support Services and Infrastructure Microsense Differen7ators 2/ 54

3 About Microsense 3/ 54

4 Microsense- Overview Microsense has been in business for 30 years now and is posi?oned well as an integrated networking company, with 300 network engineers, an in house soeware group, 6 offices in India, and opera?ons in twenty ci?es in India as well as 3 countries interna?onally Microsense is a pioneer and leader in internet connec?vity catering to various industry segments in India. Leadership posi?on in the hospitality segment,servicing over 120 premium hotels, with close to 20,000 guest rooms across the country, with a 40% market share Our esteemed clients include Taj group, the ITC group, the Oberois, the HyaPs, the Le Merdiens, Holiday Inns, The Parks etc. Microsense has installa?ons and maintenance services at hotels in Sri Lanka, Maldives Dubai and Ireland. 4/ 54

5 Our Clients And many more... 5/ 54

6 Solu7on Offerings 6/ 54

7 Microsense Hospitality Solu?on Microsense addresses all aspects of guest and hotel needs and is able to bring a holis?c approach for mee?ng their requirements. Microsense deploys and maintains all the requisite network hardware Microsense also provisions,a state of the art hospitality and billing sonware that uniquely integrates both the billing and hotel opera?ons system & handles authen?ca?on. Provides a comprehensive service delivery poruolio encompassing various tools and services such as a) NMS, b) Syslog, c) Service desk sonware to berer equip our 24x7 support team, d) Moodle- An online self paced e- learning portal Also provides the necessary infrastructure in order to provide and maintain a secure network such as: a) Firewalls b) SMTP c) An7 Spam,An7 Virus etc. 7/ 54

8 Customized OSS & BSS As part of it s solu?on offerings, Microsense offers a powerful 'Opera?onal Systems and Support' OSS modules Microsense has a home grown, powerful 'Opera?onal Systems and Support' OSS module that enables easy, centralized administra?on of large Wi- Fi installa?ons. Various administra?on tasks such as client management, hotspot management, coupon crea?on etc., can be done remotely, using a single interface. Similarly, Microsense also provides a 'Billing Systems and Support' BSS module that supports, a variety of billing systems. Billing can be done through Pre- Paid and Post- Paid coupons, or can be online and automa?cally integrated with the en?ty 8/ 54

9 SoEware Solu?ons Overview Star?ng with User interface design, authen?ca?on and bill processing methods, Microsense offers flexible and crea?ve soeware solu?ons to customers. Besides billing & authen?ca?on, the soeware suite includes comprehensive repor?ng and analysis of revenue & usage paperns, and also proac?ve failure tracking and analysis. User login is facilitated by one of the following methods: * Scratch cards * Room number and Last name * Pre- paid cards Internet Plans offered : * Time based (Validity in : minutes, hours, days, weeks, month) * Bandwidth based (Speed in Mbps star?ng with 1 Mb upwards) 9/ 54

10 Microsense Network Management System The NMS gives status of devices in the network such as Router, Gateway, Access Points, etc. It also provides predic?ve informa?on such as Link Quality, CPU U?liza?on etc. Any Devices in the network can be selected to be added in the database for monitoring purposes. This monitoring system can be configured to send alerts via if any access point/ device goes down, thereby in?ma?ng the support engineers immediately and helping them take necessary ac?on. Microsense u?lizes Solar Winds as it s NMS SoEware which monitors the following network management categories: a. Performance Management b. Fault Management c. Configura?on Management d. Security Management e. Accoun?ng Management The following slides represent the informa?on gathered from Microsense NMS. 10/ 54

11 Syslog Microsense maintains a log of all users connected and the services that they use.(mail, telnet, hpp etc.), which are available in REAL TIME to officials as per DoT. These logs can be used for computer security audi?ng as well as generalized informa?onal, analysis, and debugging messages like tracking the network usage of specific Subscribers on the network by receiving a syslog of every Session that is opened by each subscriber We have dedicated rack space to house our Centralized servers with an applica?on which is hosted in 2 different Premier and highly secure Data centers where we store the syslog data. 11/ 54

12 Security Steps taken by Microsense to ensure end to end security: Internet leased lines are terminated on router and integrated firewall on configured in the router to secure the network Basic Cisco/BA systems router with the proper IOS version works as a network firewall providing stateful protocol inspec?on using the Context- Based Access Control (CBAC) feature. Access Control Lists on any routers are u?lized for traffic filtering and protec?on Firewall interfaces are enabled for router incoming and outgoing ports VPN is provisioned for secure remote access The web server is secured with IPSec to block all unused the ports in the server IPSec is implemented to filter IP network traffic to and from a server. It is used to secure, block or pass defined traffic. DHCP snooping is also configured to provide security by filtering untrusted DHCP messages and by building and maintaining a DHCP snooping binding table TACACS+, authen?ca?on server, deploying Cisco technology is u?lized to secure and authen?cate all the primary network devices. 12/ 54

13 Microsense PMS Interfaces BILLING SOFTWARE INTEGRATED WITH DIFFERENT TYPES OF HOTEL PMS Microsense has developed different versions of soeware interfaces to integrate with a variety of Hotel PMS systems: Microsense- Micros Fidelio interface Microsense CLS interface Microsense- WinHMS interface Microsense- IDS interface Microsense- Springer Miller Interface In Hotels using Microsense PMS interfaces, Internet charges are billed directly to room. 13/ 54

14 Value added Services- Differen?ators Microsense offers a?ered approach in terms of Internet plans and services. The advantage of having a?ered approach is to ensure service availability to various user types and to implement controlled provisioning of Internet service. By this method, lower bandwidth plans are recommended for normal browsing and and higher plans for improved connec?ons and streaming etc. Microsense provisions differen?ated tariffs and discounts for iden?fied customs. Microsense offers seamless connec?vity from wired to wireless and vice versa anywhere within the hotel. In other words, the guest can have the op?on of either connec?ng to a wired connec?on first and then switching to wireless or vice versa. Microsense also provides room sharing Internet connec?ons, i.e. 2 guests in a single room can be provided 2 different and independent access to the Internet. In other words it is possible to access Internet simultaneously with mul?ple devices within a single guest room 14/ 54

15 Value added Services- Differen?ators Microsense also supports handheld devices for Internet access Mul?ple devices supported (Laptops, IPADs, Smart Phones, TV, IP Phones) Microsense supports an IPass Roaming authen?ca?on, as well as mul?ple VPNs. Microsense can facilitate the following addi?onal user friendly and convenient features such as: Different tariffs for internet usage for different?mes of day. Provision to carry over of balance?me in Internet usage to other chain hotels in the country. APrac?ve discounts for long staying guests such as reward points, bonuses etc. Provision of complementary packaged plans for corporate / group / preferred guests. Driverless Network Prin?ng to provide a secure wireless prin?ng op?on for guests 15/ 54

16 Support Services and Infrastructure 16/ 54

17 Robust delivery organiza?on to deliver reliable and high quality services End to End internet experience for customer Customer Management Security and Authen?ca?on Billing and OSS soeware QoS Management SoEware Capability In- house capability to develop maintain, customize and upgrade soeware Intensive training Skill based technical support with demanding clients E- Learning plauorms Mul?- level customer support: On- site dedicated support staff 24X7 Level 2 support Online help desk systems State of art Co- Located Internet Data Centers (IDCs) 17/ 54

18 Overview of Tech Support Three level customer support structure : Hotel Property: Onsite support staff provides the first level support. (L1) Regional support team provides the second level support.(l2) NOC provides the central support as the third level.(l3) L3 resources are also posi?oned in regions to complement fast turnaround. Ticket based help desk tracks all incidents. Incident analysis, correc?ve and preven?ve ac?ons are taken based on the analysis. Cri?cal user data logged across all proper?es using a centralized IDC ( internet data centre ) deployment of Syslog soeware, which is a key regulatory requirement 18/ 54

19 Overview of NOC Located at the Bangalore office of Microsense Available 365 days, 24 x 7 basis Mul?ple Internet links, backup power, physical security IDC infrastructure and tools Well defined processes for resolving a large number of iden?fied issues Management and configura?on of gateways, routers, switches, servers, soeware and other network elements. The NOC Support Team comprises of experienced and qualified support personnel apending to 3 Levels of support 19/ 54

20 Microsense Service Desk Overview Service Desk is a?cke?ng system which facilitates logging and tracking of all support requests. The support requests may originate from the onsite helpdesk staff, other support or admin staff within the Company or directly from clients. Main Tech support categories are: ISP Link / Bandwidth Networking Service SoEware Support Each support category has mul?ple pre- configured 'subjects' for quick selec?on and repor?ng. The applica?on uses a pre- defined rule- engine which makes?ckets of a certain category or subject visible to logged in- users, based on their roles & responsibili?es in the support system. The repor?ng module provides detailed lis?ng and analysis with graphical charts, illustra?ng different types of captured data. 20/ 54

21 Service Desk - Features Support staff login into the Service desk with their User ID and Password. They choose a support category and subject, fill in details as prompted on the screen, and submit the request which is auto- assigned with a Ticket ID, for further tracking. The NOC and applica?on administrators have access to all?ckets posted. The ISP liaison team, Network Administra?on team, SoEware Support team get to see?ckets specific to their area of specializa?on & support responsibili?es. Support staff analyze and post in their response to a?cket and close?cket if the request is fulfilled. They can escalate?cket to the next support level for further trouble shoo?ng or expert assistance, if needed. All the threads of communica?on star?ng with the original?cket (request) and responses are consolidated into a single view, making it easy for the team to have all the informa?on at a glance. 21/ 54

22 Microsense Differen7ators 22/ 54

23 Microsense Differen?ators End to end service delivery organiza?on Experience and Exper?se Proprietary soeware tools and processes Skilled Manpower 23/ 54

24 Microsense- The perfect choice Again, our vast experience in HSIA helps us in iden?fying and delivering the best network access solu?ons and our strength in this field keeps us ahead of our industry expecta?ons. We have many firsts and significant success stories in the field of Wi- Fi. All of the above men7oned reasons make Microsense a compelling and preferred choice to provision a secure and managed communica7ons solu7on for your business/organiza7on 24/ 54