Mould Training And Networks (India) Private Limited

Index
SLA Document - Response, Proofing, Assurance. RMA

1. List of MAC sites

2.
3.
4.

About SLA Spares

Documentation
Support an overview

5.
6.
7.

Hardware RMA Support

Technical Training site handover support
Remote Technical Support Thru PRF
OnSite ( Optional) Services

Trouble Shooting Typical SLA Proofing at Site by OE ( Recommended )

Technical Support Contact
Problem Report Form

Registered Office
Corporate Office

: No 10, 7th Cross Street ,SouthJaganathaNagar,

Villivakkam,
:35/26, KNS Estates, Karpagambal Nagar, Mylapore, Chennai-60004.
Website: www.mouldnetworks.com

Chennai-600049, TamilNadu, India

Mould Training And Networks (India) Private Limited

Index

1.

List of MAC sites

Registered Office
Corporate Office

: No 10, 7th Cross Street ,SouthJaganathaNagar,

Villivakkam,
:35/26, KNS Estates, Karpagambal Nagar, Mylapore, Chennai-60004.
Website: www.mouldnetworks.com

Chennai-600049, TamilNadu, India

Mould Training And Networks (India) Private Limited

Index

2.

About SLA Spares

Each site is equipped with following Spares

i.
The following items are Power Off Packed not be put in production inventory has been provided in each of the site
A. 1# Network Switch
B. 1# Camera
C. 20 # Patch cords
D. Redundant Uplink from each Access Switch to the Core Switch Rack is already laid and is on Standby for connectivity.
ii.

3.

Spare for the Region

One Spare switch shall be maintained in each region in TCS hub location as suggested by PMT.

Documentation

Documentation which will be provided to OE will cover

A.
B.
C.

Network Diagram
IP addressing scheme
Physical identification
Rack numbering
Node identification dressing / Tagging

Registered Office
Corporate Office

: No 10, 7th Cross Street ,SouthJaganathaNagar,

Villivakkam,
:35/26, KNS Estates, Karpagambal Nagar, Mylapore, Chennai-60004.
Website: www.mouldnetworks.com

Chennai-600049, TamilNadu, India

Mould Training And Networks (India) Private Limited

Index

4. Support an overview
i.

Hardware RMA Support

A. Product warranty includes 4 years Product Performance warranty against Manufacturing defects from the date of Supply.

Warranty Exclusion Examples:

Burnt

Physical Damage

Non Earthing Environment

Power supply for IP Camera, NAS, Switch

Powerstrip of RACK, FANs of RACK

EMI Interference

Missing Accessories such as CD, Power Cord, Console Cable, Crossover cable,

Physical Bend radius deviated Patchcords

Replacement Process:
1. Site spare to be used in case any network switch fails.
2. The Regional Hub spare switch to be sent to site, so that site spare is maintained
3. Defective switch to be shipped to Mould Networks Chennai
4. Mould Networks would send Replacement to Regional hub so that hub spare gets replenished

Process Replacement Procedure:

When a product is identified defective and accepted Mould networks team after technical support, TCS to make all arrangement to return to Chennai with
proper documentation including
a.
Road Permit including for Return ( Inward ) Repair/Replacement unit
b. Pre-Paid Freight to Chennai.
c.
At the Following address.
Mould Training and Networks (India) Pvt Ltd
35/26, KNS estates
Karpagambal Nagar
Mylapore
Chennai 600004
Within 7 days, the repair / replacement during the warranty period will be shipped back to the site IF and only IF the inward document is with authorization
to return the goods (this is statutory for octroi/ entry tax / road permit / way bill etc.. as applicable)

ii. Technical Training site handover support

A.
B.

Basic site over view documentation will be handed over to OE post implementation
Training will be done at regional level once all sites are completed in the specific region. Training will be organized at a single convenient location in the
region as per TCS convenience.

Registered Office
Corporate Office

: No 10, 7th Cross Street ,SouthJaganathaNagar,

Villivakkam,
:35/26, KNS Estates, Karpagambal Nagar, Mylapore, Chennai-60004.
Website: www.mouldnetworks.com

Chennai-600049, TamilNadu, India

Mould Training And Networks (India) Private Limited

Index

iii.
C.
D.
E.
F.
G.
H.
I.
J.
K.
L.

iv.

Remote Technical Support Thru PRF

Team viewer at site in any of the MAC Lab PC is a must.
Problem description must be communicated in problem report form including TCS SPOC at the college phone number / secondary SPOC contact details
Resolution adopted if any towards the problem and its status preferably also communicated.
Remote Technical support is available on Remote on 8 x5 working days. TAT is 2 hours.
Extended technical support is also remote on 8 X 7 on telephone / email. TAT is 2 hours.
The Remote Support Limited to Network Infrastructure only. MNL is not responsible to resolve non infrastructure issues such as IP address conflict, Virus
attacks etc.
The remote support does not include PC issues
The remote support is restricted to network setup which was done during site sign off as per installation design approved by TCS IS team. If the LISP / OE
does any change in configuration or setup, MNL is not responsible for problem resolution.
MNL is not responsible for any change in Switch configuration done by OE / LISP on their own.
MNL is not responsible for taking Standard surveillance Directory Backup.

OnSite ( Optional) Services

Technical assistance on Chargeable basis: ( Support +/- Installation +/-commissioning, +/- Configuration +/- Documentation Update)
M.
N.
O.
P.
Q.
R.
S.

Remote Root cause Analysis if it is non-Physical infrastructure issue

Onsite Visit on case to case basis
Network Scanning
Physical Realignment of Network SCS
VMS / NAS / Switch Reinstallation Remote / Onsite
Additional features ( not limited to ) such as QoS, SNMP, VLAN, Spanning tree which arises after site sign off
Hardware Related Replacement such as
i. Power Cords,
ii. Usuage dependendent HDD replacement
iii. Accessories such as PowerStrip, FANs
iv. External PowerSupply units.

T.
U.

Power supply replacement

Additional Training

Registered Office
Corporate Office

: No 10, 7th Cross Street ,SouthJaganathaNagar,

Villivakkam,
:35/26, KNS Estates, Karpagambal Nagar, Mylapore, Chennai-60004.
Website: www.mouldnetworks.com

Chennai-600049, TamilNadu, India

Mould Training And Networks (India) Private Limited

Index

5.

Trouble Shooting Typical SLA Proofing at Site by OE

Typical list of problems and suggested resolution

1.
a.
b.
c.

Node not pinging

Check if patch cord is connected and latched properly at the node side. The patch cords may be accidently stamped and pulled out of the RJ45 plug.
Check if other nodes with in the lab are pinging.
Check if any existing college network is attached to MAC network. Any new Firewall policy added may be causing the issue. Detach college network and
check.

2.
a.
b.
c.

Nodes pinging but intermittent drops

Check for IP address conflict.
Check if any existing college network is attached to MAC network.
Detach college network and check

3.

All LAB nodes pinging with each other, but not pinging to server
a.
Check if any subnet mask is changed or proper subnet mask is given, so that PCs can ping to the required destination
b. For the corresponding LAB switch, check if switch uplink patch cord LED glows. If not re-insert the patch cord both in Core switch and lab switch.
CHECK UPLINK FROM ACCESS TO CORE:
c.
If problem persists, the issue could be the uplink backbone could be damaged. Use the redundant uplink. Take care to look at the labeling and connect
the redundant uplink at both the core switch end and LAB end.

4.

All lab nodes pinging with each other. But Some LAB nodes pinging to server, but some lab nodes not pinging to server.
a.
Check if nodes are pinging to adjacent Lab PCs. If this is pinging, the network switch, uplink is ok
b. Check by pinging all nodes to another destination in the server room. If this is also pinging, the problem can be isolated to be with server. There
may be some restrictions.

5.

All lab nodes not pinging with each other and not pinging with server.
a.
The problem could be because of Looping
b. Check if the adjacent switch with in rack are connected.
c.
Check if both primary uplink and redundant uplink are connected in a switch.
d. Check if two ports with in a switch are connected

6.

Random logouts
a.
Some applications running in PC can cause unnecessary broadcast traffic which make the network unavailable for some time. When a candidate
clicks, the network is unresponsive and they get logged out
b. Ensure no extra application is enabled at the site PCs.
c.
IP conflict has to be checked and resolved in PC

7.

Specific Camera view not coming in VMS

a.
Check if specific camera is pinging from VMS server
b. If no response in ping command, Check power adapter for camera. Adapter may be sagging and may not be giving the input power to camera.
c.
Check if the patch cord is plugged and seated properly in the face plate

Registered Office
Corporate Office

: No 10, 7th Cross Street ,SouthJaganathaNagar,

Villivakkam,
:35/26, KNS Estates, Karpagambal Nagar, Mylapore, Chennai-60004.
Website: www.mouldnetworks.com

Chennai-600049, TamilNadu, India

Mould Training And Networks (India) Private Limited

8.

Specific camera appearing in VMS, but recording not available in NAS

a.
Check for directory path. If the specific share folder created in the NAS is deleted by mistake, recording will not happen. A new share has to be
created as per camera settings. To refer share directory name, check
Settings Storage destination Samba folder name (changed to folder created in NAS exclusively for the specific camera)

9.

NAS Overwrite
a.
Create a new user account in NAS, without using administrative privilege
b. Allocate user space
c.
Add the user account and password in every individual cameras - Setup> storage> Destination> Samba .

10. How to avoid Corruption of recorded Data in NAS

a.
b.

The booting time for NAS is 3 minutes. Recommended not to power OFF immediately after power ON
NAS should be manually powered off. First do a long press power off of NAS for 15 sec. after hearing beep sound, long press power off button for
10 sec.

11. VMS does not start. The problem automatically closes.

a.
The VMS is configured for H.264 video codec. If any of the camera settings is restored to factory default, though the IP address is changed, if the
video codec is H.264B, the VMS server cannot function. So change the video codec to H.264 IN SETTINGS CAMERA VIDEO MAIN STREAM
(CODEC), SUB STREAM (Codec)
Index

6.

Technical Support Contact

Email contacts:
Primary: support@mouldnetworks.com
Copy to: tc@mouldnetworks.com
: Jaga@mouldnetworks.com
Escalation: operations@mouldnetworks.com
Phone contacts:
Depending on interaction:
Hari Haran: +91 8056365141 / +91 9150274905
Nagaraj: +91 9003545568
Escalation 1:Subashini: +91 9382170025
Escalation2:Jagadish: +91 9952056873

Registered Office
Corporate Office

: No 10, 7th Cross Street ,SouthJaganathaNagar,

Villivakkam,
:35/26, KNS Estates, Karpagambal Nagar, Mylapore, Chennai-60004.
Website: www.mouldnetworks.com

Chennai-600049, TamilNadu, India

Mould Training And Networks (India) Private Limited

Index

7.

Problem Report Form

Site:
TCS Contact (please mention
Name, Mobile number)
LISP Contact (please mention
Name, Mobile number)
Problem Occurrence Date:
Problem Reporting Date:
Problem Observed:

Steps taken to isolate the

issue:
Remote Team viewer access
(please mention when this
can be provided)
If the problem is identified
with specific product, please
mention serial number to
initiate replacement

Registered Office
Corporate Office

: No 10, 7th Cross Street ,SouthJaganathaNagar,

Villivakkam,
:35/26, KNS Estates, Karpagambal Nagar, Mylapore, Chennai-60004.
Website: www.mouldnetworks.com

Chennai-600049, TamilNadu, India