LAB 5&6:

CABLE OPERATING MANEGEMENT SYSTEM

Introduction :
1.1 Purpose
This document of Software Requirements Specification (SRS) embodies the requirements of
the software for Cable Operating Management System (COMS). The version or release
number of the system for which this document applies is Version 1.0.
This document presents the functional and non-functional requirements and all types of
interfaces, data, and hardware dependencies for the Cable Operating Management System.
The system is designed to help the cable service providers efficiently manage the same with
their cable network infrastructure. It would monitor the performance of the services, offer
necessary support to customer service operations, and enable cable operators to keep a tab
on their network status, diagnostics, outage management, and billing data with real-time
updates to the customer.
This SRS specifically addresses the Cable Network Monitoring and Maintenance Subsystem
of the larger-scale Cable Operating Management System. The subsystem includes the
following modules:
Network Status Monitoring: System-wide surveillance of the cable network infrastructure
and keeping an eye on faults, maintenance needs, and optimization of service delivery.
Diagnostic Tools: A suite of software tools for diagnosing and troubleshooting the cable
network.
Service Outage Management: Module for service outage identification, logging, and
management. Automatic notifications of customers and workflows for service restoration.
Other parts of the overall system, such as Customer Billing, Customer Service, or Content
Delivery Management, are outside of the scope of this specific SRS document, but may be
referred to regarding data exchange and integration with the Cable Network Monitoring and
Maintenance Subsystem.

1.2 Document Conventions

This chapter defines the conventions used in this SRS of Cable Operating Management
System (COMS):
Typographical Conventions:
Bold Text: Headings of system elements, module names, and key words (such as Network
Status Monitoring)
Italic Text: For emphasis or as a placeholder (such as a name of the customer).
Monospaced Text: Used for code, database fields, system logs (such as device_id).
Underlined Text: Section and reference headings, such as Section 3: System Architecture
Requirement Priority:
[CUSTOM]: Must be done first.
[MEDIUM]: Should be done, but its implementation is not necessary and may be delayed.
[LOW]: Nice-to-have or enhancement features.
Unless otherwise stated, higher-level requirements override lower-level requirements.

Use Case Conventions:

Use cases have numbers for example UC-001 and all of these contain:
ID: A unique identifier.
Title: Brief description.
Description: The actual details.
Preconditions: The preconditions that must be so before beginning this use case.
Postconditions: The postconditions that must be so after conducting this use case.
Main/Alternative Flows: The main flows and alternatives.
Assumptions and Dependencies:
Assumptions are in italics.
External system dependencies are numbered to help highlight them more clearly.
Acronyms and Abbreviations:
Defined the first time it appears in the document (e.g. COMS: Cable Operating Management
System).

1.3 Intended Audience and Reading Suggestions

This SRS on the Cable Operating Management System (COMS) is intended for the following
audiences all with a different emphasis as follows:
Project Managers: Start with Section 1: Introduction, and Section 2: System Overview to see
the general objectives, scope, and structure of the system. Then they should be referred to
Section 3: Functional Requirements and Section 6: Non-Functional Requirements for more
specific information about the system behavior and constraints that would help in planning,
scheduling, and resourcing the project .
Testers Begin with Section 3: Functional Requirements to gain insight into the expected
system behavior. For example, Section 5: System Interfaces and Section 6: Non-Functional
Requirements, performance as well as security, will be used to outline test plans. The
traceability matrix, if available, will also be helpful to link requirements to test cases.
Business Analysts : Normally, it will be required that attention be given to Section 1:
Introduction, Section 2: System Overview, and Section 3: Functional Requirements in order
to clearly understand what the system is, its scope, and the outcome. They should also turn
to Section 7: Assumptions and Dependencies for certain constraints likely to have an impact
on business processes.
Marketing and Sales Staff: Main interest in the high-level system overview in Section 2 is in
the benefits, features, and customer-facing aspects of the system. This will help position the
system within the market as well as understand the key selling points.
End Users (if applicable): While not a primary reader of this document, end-users may want
to read parts of Section 3 to get an overview of what the system will do and how it will
work. They will come to user manuals or training information that will be generated from
this SRS.
context should begin with Section 1: Introduction and Section 2: System Overview, and
continue to Section 3: Functional Requirements and Section 5: System Interfaces, which
contain the detailed information necessary to produce user guides, help documents, and
training material.
Document Structure and Proposed Reading Order:
Section 1: Introduction

It provides background, purpose, and scope of the document, overview of the intended
audience and gives information about the readers.
Recommended reading: All stakeholders start here to get a grounding in the context.
Module 2: System Overview
High-level abstract of Cable Operating Management System and its components with their
relationships
Recommended reading: Project Managers, Business Analysts, Marketing Staff and End
Users.
Module 3: Functional Requirements
System core functionality including such detailed requirements for the subsystems of Cable Network
Monitoring, Maintenance, and Outage Management.Recommended reading: Developers, Testers,
Business Analysts, and Project Managers.
Section 4: System Design (if applicable)
The system's architecture and design with the components, flow of data, and high-level interactions
between systems.Recommended to be read: Developers, Testers.
Section 5: System Interfaces
Interfaces where the system is interacting with external components, like APIs, data formats, or
third-party integrations.Recommended to be read: Developers, Testers.
Section 6: Non-Functional Requirements
Performance, security, scalability, and reliability requirements Recommended to be read: Testers,
Project Managers, Developers.
Section 7: Assumptions and Dependencies
Lists assumptions in system design, and external dependencies that may impact the
systemRecommended reading: Business Analysts, Project Managers, Developers.
Appendices (as needed)Any additional information, such as a glossary, acronyms, and references
Recommended reading: All readers of the document for clarification and definition.
1.4 Product Scope
The Cable Operating Management System is the software which manages and optimizes the
operations of cable service providers. It functions to monitor, maintain, and ensure the
infrastructures of cable networks in an efficient way so services are delivered quickly, faults are
detected, and customers are served smoothly.
Objective:
COMS will help the cable operators:
Continuously monitor the health and status of the cable network before any potential issues reach
the customer's doorstep.
Diagnose network faults and perform timely maintenance to minimize downtime
Tolerate more effective management of service outages, providing alerts and updates both to
operators and customers
Improve operational efficiency and increase service reliability based on data-driven insights and
reporting
Benefits
Increased Operational Efficiency: Network monitoring, diagnostics and maintenance activities will be
automated which means low intervention in manual transactions and human errors.
Improved Service Reliability: Ability to detect the root cause of the network fault which can be
critical in fault prevention before turning into customer complaints or disruption in the service.
Cost Saves: Optimizing the maintenance work flows while ensuring network downtime to the
smallest minimum, the system minimizes the cost in relation to the operations and ensures the best
use of resources.
Customer Confidence Gains : Such communication and faster restoration will enhance customer
confidence and loyalty towards an organization
Scalable Architecture: COMS is scalable with the network and supports every cable operator from a
small regional provider to a big multinational organization.
Objective 1: Design an all-encompassing monitoring and management platform that shall be easy
and relatively rapid for cable operators to understand and correct network problems.
Objective 2: Integrate with existing infrastructure and third-party systems in applications such as
billing and customer support to deliver an integrated solution in operations.
Objective 3: Ensure the system meets non-functional requirements including performance, security,
and scalability that will enable the network to scale well when growth is specified.
Target: Reduces the average time for detecting and repairing networks by 30% in the first year.
Alignment with Corporate Objectives:
COMS development aligns with the company's overall business strategy in the following:

Achieving Operation Excellence-Developing a set of key operational processes that support the
general objective of cost cutting and efficiency of operations for the company.
Improving Customer Experience: Thence, the improvement of service reliability and responsiveness
would be a direct contribution towards the focus of COMS - best customer service with increasing
retention levels of customers.
Pushing Innovation: While COMS will lead adoptive networks in advanced management of networks,
it will not only help the company remain up-to-date but also keep competition with an increasingly
complex environment.
References
www.ciso.org/standards/cable-network

www.cableoperatingmanagement.com

www.iso.org/isoiec-27001-information-security

2.Overall Description
2.1 Product Perspective
Cable Operator Management
System: The New Product cable service provider operations are going to be
automated and managed by this automated and digital solution. A fully digital and efficient system
replaces the very unautomated, extremely manual
processes so that productivity might be increased, services streamlined, and customer
satisfaction improved.
Context and Origin:
The system was designed to address the growing complexities in the stream of cable operators,
beginning with customer subscription management, payment handling, monitoring service
availability, and responding to complaints. It is tailored for cable operators who hitherto relied on
manual record-keeping or lost systems and need a unified platform that can support all aspects of
the business.

Relationship to Larger Systems

This product can also be incorporated into larger systems like regional or national broadcast
management systems that can be used to manage the content distribution into multiple local cable
operators. More importantly, it interfaces the billing systems, customer support systems, and
payment gateways to offer an organically seamless experience.

Key Components
Customer Management
Stores customer details such as name, address, contact information, and subscription
status.
Subscription Management
Tracks subscription packages, activation, and renewal dates.
Billing and Payments
Automates bill generation and integrates with payment gateways for easy transactions.
Complaint Management
Logs and tracks customer complaints, ensuring timely resolution.
Inventory Management
Monitors hardware (set-top boxes, cables, etc.) and ensures availability.
Reporting and Analytics
Generates reports on revenue, active subscriptions, and service performance.

Subsystem Interconnections:-
Database System: Stores and retrieves customer, subscription, and transaction details.
Payment Gateway Interface: Facilitates online payments for subscriptions and other services.
Notification System: Sends SMS or email alerts for bill payments, renewals, and service
updates.
Technical Support Module: Integrates with complaint management to assign and track service
tasks.

2.2 Product Functions

The Cable Operator Management System provides the following key functions to smoothen
operations and enhance service delivery. These are in main categories, so clarity is enhanced for
better understanding:.
Major Functions
Customer Management
Add, update, and delete customer profiles.
View customer details such as subscriptions, contact information, and payment history.
Subscription Management
Manage subscription plans (e.g., create, modify, deactivate plans).
Assign or update subscription packages for individual customers.
Monitor active, expired, or pending subscriptions.
Billing and Payment Processing
Generate invoices for subscriptions automatically.
Track payment status (paid, overdue, pending).
Process online and offline payments via integrated payment gateways.
Complaint and Service Request Management
Record customer complaints and service requests.
Assign complaints to service teams for resolution.
Track the status of complaints and generate resolution reports.
User Classes and Characteristics
The Cable Operator Management System shall be used by a number of user classes with different
roles, technical knowledge and functional requirements. Following is the description of the user
classes and their characteristics:
1. Administrators
Role:
Manage the entire system, configure settings, and oversee operations.
Characteristics:
High level of access to all system functions.
Responsible for creating and managing user accounts.
Proficient in technical and business operations.
Infrequent users but perform critical setup and maintenance tasks.
Key Functions:
Manage user roles and permissions.
Access detailed system reports and analytics.
Configure subscription packages and pricing.

2. Customer Support Staff

Role:
Handle customer queries, complaints, and service requests.
Characteristics:
Moderate access to system features focused on customer interaction.
Need basic technical expertise and strong communication skills.
Frequent users, logging in multiple times daily.
Key Functions:
View and update customer profiles.
Log and resolve complaints.
Track service requests and assign tasks to technicians.

3. Field Technicians
Role:
Resolve technical issues, install equipment, and fulfill service requests.
Characteristics:
Limited access to relevant system functions (e.g., assigned service requests).
Require mobile-friendly access for on-site operations.
Moderate technical expertise in hardware and network troubleshooting.
Key Functions:
Receive assigned service tasks.
Update task status (e.g., resolved, pending).
Record equipment installations or replacements.

4. Billing Team
Role:
Manage invoices, payments, and financial records.
Characteristics:
Moderate access to billing and payment-related features.
Require knowledge of financial processes.
Frequent users during billing cycles.
Key Functions:
Generate and manage invoices.
Track payment statuses.
Resolve payment disputes or errors.

5. Customers
Role:
Access and manage their subscription details via a portal.
Characteristics:
Limited technical expertise; require simple and intuitive interfaces.
Use the system infrequently, mainly for payments, complaints, or subscription updates.
Require access from various devices (desktop, mobile).
Key Functions:
View subscription details and payment history.
Make payments and renew subscriptions.
Log service complaints and track their status.
Operating Environment
It will be run in a robust, flexible environment that would give the Cable Operator Management
System reliable performance over various hardware and software platforms. The environment
is being designed with room for the needs of system administrators, customer support staff,
technicians, and customers.
Hardware Platform
Server-Side:

Type of Server: Cloud or On-Premise

Minimum Requirements:
Processor: Quad-core (3.0 GHz or higher)
RAM: 16 GB or higher
Storage: SSD, 500 GB minimum capacity
Network: High-speed internet for redundancy 1 Gbps+
Client-Side:

Devices Supported:
Desktops/Laptops: For support staff and IT administrators
Tablets/Smartphones: For field techs and customers
Hardware Compatibility: Compatible with standard cable operator tools :bar code scanners for
equipment management
2. Operating System
Server-Side:
Compatible with modern operating systems:
Linux: Ubuntu Server 20.04+, Red Hat Enterprise Linux 8+
Windows Server: 2019 or later
Containerization Support: Compatible with Docker and Kubernetes for deployment.
Client-Side:
Desktop: Windows 10+, macOS 11+
Mobile: Android 8.0+ and iOS 12+ for mobile applications.
3. Database System
Preferred Databases:
Relational Databases: PostgreSQL 12+ or MySQL 8+
NoSQL Databases (optional): MongoDB for unstructured data (if required).
Backup and Recovery:
Automated daily backups with redundancy.
4. Web and Application Servers
Preferred Web Server:
Apache HTTP Server 2.4+ or Nginx 1.18+
Application Server:
Node.js 14+, Python (Django/Flask), or Java (Spring Boot).
5.Availability:-
Uptime: Available 24/7; almost negligible downtime, under 1% at the end of each year.

Redundancy:
Load balancers to take care of heavy loads.
Failover mechanism for no-interruptive service.

The operating environment is designed to be compatible, scalable and secure, meeting the needs of
modern cable operator management.

2.5 Design and Implementation Constraints

The design and implementation of the Cable Operator Management System are subject to several
constraints that developers must consider to ensure compliance, compatibility, and efficiency.
1.Hardware Restrictions

Server Requirements:

-> Run within the server restrictions. Such restrictions can be government servers, limited budgets
etc.
Low memory on the server, that is, at least 16 GB and low storage on the server which will be 500
GB SSD.

Client Devices
-> The clients are configured to run the system application on ordinary devices, for instance, on
regular desktops, laptops, tablets, and mobile devices. It should not have high specifications.
->Support devices. It will also run on low-power devices used by field technicians for remote areas

2. Interfaces to Other Applications

Payment Gateways:
Integration with third-party payment processors such as PayPal, Stripe, or local bank
APIs.
Legacy Systems:
The new system must coexist with and integrate into existing legacy cable operator
systems until full migration is achieved.
Notification Services:
Integration with SMS and email services for customer notifications (e.g., Twilio,
SendGrid).
External Reporting:
Provide exportable data formats (e.g., CSV, JSON) for integration with other analytics or
government reporting systems.

3. Specific Technologies, Tools, and Databases

Mandatory Use of Specific Tools:
Database: PostgreSQL or MySQL for relational data.
Web Server: Apache or Nginx.
Programming Languages: JavaScript (Node.js), Python, or Java based on organizational
preferences.
Frontend Frameworks: React or Angular for web applications.
Development Standards:
Adherence to industry coding standards (e.g., PEP 8 for Python, ESLint for JavaScript).
 Use of version control systems like Git.

4. Parallel Operations
Continuous Availability:
Ensure 24/7 system operation during peak hours with minimal downtime (<1%
annually).

5. Language Requirements
Multilingual Support:
The system must support multiple languages, including regional languages, for better
accessibility by a diverse user base.

6. Communications Protocols
Network Protocols:
Use secure communication protocols such as HTTPS for all client-server
communications.
Support RESTful APIs or GraphQL for seamless integration with other systems.
Offline Capabilities:
Provide limited offline functionality for field technicians, syncing data once connectivity
is restored.

7. Security Considerations
Data Protection:
Encrypt sensitive data at rest using AES-256 and in transit using SSL/TLS protocols.
Access Control:
Implement Role-Based Access Control (RBAC) to ensure only authorized users access
specific features or data.
Audit Trails:
Maintain detailed logs of all user activities for monitoring and auditing purposes.
9. Design Conventions and Programming Standards
UI/UX Guidelines:
Follow best practices for intuitive design and accessibility.
Testing:
Thorough testing for unit, integration, system, and user acceptance levels to ensure
reliability.
Maintainability:
The system must use modular, documented code to facilitate easy maintenance by in-
house or third-party teams.
2.6 User Documentation
The Cable Operator Management System shall be thoroughly documented, comprehensive and
user friendly enough for them to make effective utilization and adopt use practices. The process
of documentation will consider different classes of users so as to highlight their respective needs and
responsibilities as well.

1.User Manual
A detailed guide for all user classes, providing step-by-step instructions on using the system.
Sections include:
Administrators: System setup, user role management, and configuration.
Customer Support Staff: Managing customer profiles, subscriptions, and complaints.
Field Technicians: Logging and updating service requests.
Billing Team: Generating invoices and tracking payments.
 Customers: Accessing subscription details, making payments, and filing complaints
2.Online Help
Integrated help feature accessible within the application.
Context-sensitive assistance that provides users with relevant guidance based on the section or
task they are working on.
4.Interactive Tutorials
On-screen, step-by-step instructions for key workflows.
Provides real-time guidance as users interact with the system
Delivery Formats
PDF Files:
Downloadable and printable manuals for offline use.
Web-Based Documentation:
Accessible through a dedicated help section in the system.
Updated in real-time to reflect new features or changes.
Mobile-Friendly Formats:
Optimized for smartphones and tablets, ensuring access to documentation on the go.
Interactive Features:
Searchable knowledge base for quick navigation to relevant topics.
Embedded help widgets within the system interface.

Standards and Best Practices

Accessibility Compliance:
WCAG (Web Content Accessibility Guidelines) for ensuring usability by all, including
individuals with disabilities.
Usability Standards:
Clear language, concise instructions, and visual aids (diagrams, screenshots, or videos).
Consistency:
Uniform formatting and terminology across all documentation components.
This comprehensive suite of user documentation ensures that all users, regardless of their technical
expertise, can effectively navigate and utilize the Cable Operator Management System.

Assumptions and Dependencies

This section lists the key assumptions and dependencies that may impact the requirements or
development of the Cable Operator Management System. These factors are critical to understanding
potential risks and ensuring the system's successful delivery and operation
Assumptions:
Infrastructure Availability:
It is assumed that the required hardware (servers, workstations, and client devices) and
network infrastructure will be available and operational during the development and
deployment phases.
User Technical Literacy:
Users (administrators, support staff, technicians, and customers) have a basic level of
computer and mobile literacy to interact with the system effectively.
Stable Development Environment:
The tools, programming languages, and frameworks used for development will remain
stable and supported throughout the project lifecycle.
Regulatory Compliance:
 It is assumed that the development team will be aware of and adhere to all relevant
local and international regulations, including data privacy laws (e.g., GDPR) and industry
standards.
Continuous Funding and Resources:
The project will receive uninterrupted funding and necessary resources (manpower,
software licenses, hardware) to complete on schedule.
Cooperation Among Stakeholders:
Stakeholders such as cable operators, customers, and government authorities will
provide the necessary support and input during the development and implementation
phases.
Data Accuracy:
All legacy data provided for migration is assumed to be accurate, complete, and reliable
Dependencies
Third-Party Software and APIs:
The project depends on external software and APIs for specific functionalities, such as:
Payment gateways (e.g., Stripe, PayPal, or local banks).
Notification services (e.g., Twilio for SMS or SendGrid for email).
Existing Customer Relationship Management (CRM) systems for integration.
Any change or discontinuation in these components could affect the project timeline.
Integration with Legacy Systems:
The system must integrate seamlessly with existing legacy systems during the migration
phase. Changes or incompatibilities in these systems could impact development.
Regulatory Approvals:
The project relies on timely approvals and certifications from regulatory bodies to
operate in compliance with industry laws and standards.
Hardware Supply Chain:
Availability of required hardware components, such as servers and client devices. Supply
chain disruptions could delay the project.
Network Stability:
The system requires stable and high-speed internet connectivity for real-time
operations, particularly for cloud-based deployments.
External Data Sources:
The system may rely on external data, such as regional demographics or government
regulatory databases, to personalize customer services or generate compliance reports.
The timeliness and accuracy of this data are critical.
Training and Support:
The project depends on the availability of resources to train users and provide ongoing
support. Delays or gaps in training programs could hinder user adoption.
Development Team Expertise:
The development team is expected to have expertise in the chosen technologies, such as
database management, web and mobile development, and security protocols. Any lack
of expertise could result in delays or suboptimal solutions.

3.External Interface Requirements

User Interfaces
The user interfaces of the Cable Operator Management System must be user-friendly, consistent,
and accessible to the operators, administrators, and customers. Here follows logical characteristics
and components of the system's user interfaces:
General GUI Standards
1. Generic GUI Guidelines
 Family Product Style Guide: The interface is based on a modern, responsive design,
following the Material Design guidelines to be incompatible across different devices
(desktop, tablet, mobile).

Color Scheme: Utilizes consistent color scheme, which is brand primary and
secondary, to ensure high contrast for readable text.

Font Style and Size: Usage of a standardized font family is required, such as Arial or
Roboto, and it must be at least 12px in size for text and a bigger value for headings.

Navigation: User-friendly navigation via a top bar and sidebar menu items that are
collapsible to get around features quickly.

Error Handling: The error messages are clearly stated in red, and next to it the user
will be hinted as how to correct the problem themselves.

Help and Support: Each screen contains a help button or tooltip linked to
documentation or customer support.

2. User Roles and Interface Components

The system serves different roles, each with tailored interfaces:
a. Operator Interface
Dashboard:
Displays an overview of customer accounts, active services, pending payments, and
service requests.
Includes visual summaries such as pie charts or bar graphs.
Customer Management:
Interface for adding, updating, or deleting customer profiles.
Search functionality by customer name, account number, or address.
Detailed view for individual customer profiles showing subscribed services and payment
history.
Service Requests:
Table view of service requests with filters (e.g., status: pending, resolved).
Option to assign, escalate, or resolve requests.
b. Administrator Interface
User Management:
Add, edit, or remove system users (e.g., operators, technicians).
Assign roles and permissions.
Service Configuration:
Manage cable packages, pricing, and promotional offers.
Activate or deactivate services.
System Reports:
Generate and export detailed reports on revenue, active customers, and issue resolution
times.
Graphical summaries for analysis.

3. Common Elements Across All Screens

Header:
Includes the system logo, user profile menu (with logout and settings options), and
notifications icon.
Footer:
 Displays copyright information, terms of service, and quick links to help/support.
Standard Buttons:
"Save," "Cancel," and "Back" buttons on forms.
Consistent placement of "Submit" or "Apply" buttons at the bottom-right of forms.

Responsive Design:
Interfaces adapt seamlessly to different screen sizes and orientations.
4. Sample Screen Layouts
Login Page:
Includes fields for username and password, a "Forgot Password" link, and a login
button.
Customer Management Screen:
Left: Search and filter panel.
Center: Tabular view of customer data.
Right: Detailed customer profile view.

Hardware Interfaces
The Cable Operator Management System (COMS) interacts with various hardware components to
facilitate operations such as customer management, service provisioning, and system monitoring.
Below are the logical and physical characteristics of these interfaces
1. Supported Device Types
The system supports the following hardware components:
Operator and Administrator Workstations: Desktop or laptop computers used by operators and
administrators to access the COMS.
Customer Devices: Smartphones, tablets, and personal computers used by customers to interact
with the self-service portal (if available).
Set-Top Boxes (STBs): Devices installed at customer premises for receiving cable services.
Headend Equipment:
Multiplexers, modulators, and encoders for broadcasting cable services.
Network servers for managing subscriptions and distributing content.
Payment Terminals: Point-of-sale (POS) devices used by operators for in-person payments.
Networking Devices: Routers, switches, and modems facilitating internet and intranet
connectivity.
2. Logical Characteristics
Operator and Administrator Workstations:
OS Compatibility: Windows 10 or higher, macOS, and Linux.
Required Software: A web browser (e.g., Chrome, Firefox) or a dedicated desktop
application.
Data Interaction: Exchange of customer data, service status, and billing information with
the central database through HTTPS.
Customer Devices:
Interaction via a responsive web application or dedicated mobile app.
Use of RESTful APIs to retrieve and update account information and perform
transactions.
Set-Top Boxes (STBs):
Two-way communication with headend servers for activation, deactivation, and content
distribution.
Communication through proprietary or standardized protocols (e.g., DVB-C for cable
signal and IP-based protocols for interactive services).
Periodic status updates to the COMS for monitoring service health.
 Headend Equipment:
Control Signals: Commands for activating/deactivating customer subscriptions and
managing content access.
Status Reports: Real-time monitoring of hardware health and content transmission
quality.
Payment Terminals:
Secure data transfer via PCI-compliant protocols for processing transactions.
Integration with the COMS backend to update payment records in real-time.
Networking Devices:
Connectivity via Ethernet or Wi-Fi for both local area network (LAN) and wide area
network (WAN).
Support for common communication protocols such as TCP/IP, DHCP, and DNS.

3. Communication Protocols
Internet and Intranet Communication:
Protocol: HTTPS (TLS 1.2/1.3) for secure data transfer.
Data Format: JSON/XML for API communication.
Set-Top Box Communication:
Protocols: DVB-C, HTTP, or proprietary protocols for managing content and services.
Encryption: Conditional access system (CAS) for secure content distribution.
Payment Terminals:
Protocol: PCI-DSS-compliant data exchange for financial transactions.
Headend Equipment and Servers:
Protocols: SNMP for monitoring, FTP for firmware updates, and SSH for secure remote
management.
This modular approach to hardware integration ensures scalability, security, and seamless
communication across all components of the Cable Operator Management System.

Software Interfaces
The Cable Operator Management System (COMS) interacts with various software components to
ensure seamless operation and integration. These interfaces involve communication with operating
systems, databases, APIs, libraries, and third-party tools. Below is a detailed description of these
interfaces

1. Operating System Interface

Supported Operating Systems:
Server Environment: Linux (preferred distributions: Ubuntu Server 20.04+ or CentOS
8+).
Workstations: Windows 10 or higher, macOS, and Linux for operator and administrator
machines.
Purpose:
Managing core application services (e.g., application servers, database services).
Handling communication with hardware components and peripherals.
Services Used:
File system for logging and configuration files.
Network services (TCP/IP stack) for data transfer and API communication.

2. Database Interface
Database Management System (DBMS):
PostgreSQL 13+ or MySQL 8+ as the primary relational database.
 NoSQL database (e.g., MongoDB 5+) for real-time logs or caching of service request
statuses.
Purpose:
Storage and retrieval of customer information, billing records, service packages, and
system logs.
Enabling complex queries and reports generation.
Data Items:
Incoming: Customer information, payment records, and service activation requests.
Outgoing: Subscription details, billing statements, and system status updates.
Communication:
Interfaces with the database via an Object-Relational Mapping (ORM) tool such as
Hibernate (Java) or Sequelize (Node.js) to abstract SQL queries.

3. APIs and External Software Components

Payment Gateway APIs:
Integration with third-party payment processors (e.g., Stripe, PayPal, Razorpay).
Purpose: Handle online and POS transactions securely.
Data Items:
Incoming: Payment confirmation, transaction IDs, and customer details.
Outgoing: Billing information, invoice details, and payment amounts.
Protocol: HTTPS with RESTful API endpoints using JSON format.
Notification Services:
SMS and email APIs (e.g., Twilio, SendGrid).
Purpose: Notify customers about due payments, service activations, and technical
issues.
Data Items:
Outgoing: Customer contact details, message content, and delivery status.
Protocol: RESTful APIs with JSON payloads.
Cable Set-Top Box Management System:
Proprietary or open APIs for configuring and monitoring set-top boxes.
Purpose: Enable remote activation/deactivation, firmware updates, and service
management.
Data Items:
Incoming: Device status, usage reports, and customer complaints.
Outgoing: Configuration commands, updates, and service activation
instructions.
Protocol: HTTP/HTTPS or WebSocket for real-time interaction.

4. Libraries and Tools

Frontend Frameworks:
React.js (preferred) or Angular for building responsive and interactive user interfaces.
Backend Frameworks:
Node.js (Express.js) or Java (Spring Boot) for REST API services.
Purpose:
Enable modular and scalable application development.
Shared Data:
Customer session data and authentication tokens shared between frontend and
backend using JSON Web Tokens (JWT).
Integration:
NPM/Yarn for managing frontend dependencies.
 Maven/Gradle for backend dependency management.

5.Integrated Commercial Components

Business Intelligence (BI) Tools:

Integration with tools like Tableau or Microsoft Power BI for advanced analytics and
reporting.
Purpose: Generate visual reports for revenue, subscription trends, and system
performance.
Customer Relationship Management (CRM):
Integration with systems like Salesforce for managing customer interactions.
Purpose: Sync customer data for better service management and support.
6. Communication Mechanisms
Protocol Standards:
RESTful APIs with JSON or XML for data exchange.
WebSocket for real-time updates (e.g., service status or operator notifications).
Data Sharing:
Use of a centralized database with access control to ensure data consistency.
Redis for caching frequently accessed data like service statuses or customer profile
snapshots.
Communications Interfaces
The Cable Operator Management System (COMS) requires various communication functions to
facilitate seamless interaction between users, hardware, and software components. These interfaces
ensure reliable data transfer, secure communication, and proper synchronization across all system
layers. Below are the details of the communication requirements:

1. Communication Functions
Email Notifications:
Used for sending account updates, billing reminders, promotional offers, and support-
related messages to customers.
Integration with third-party email services like SendGrid or Amazon SES.
Message Formatting:
Emails will use HTML for rich content and plain text for fallback.
Standard structure: Subject line, greeting, body, call-to-action link, and footer
with contact information.
Security: Use TLS encryption (SMTP over TLS) for secure email transmission.
Web Browser Access:
Operators, administrators, and customers can access the system through a modern web
browser.
Supported Browsers: Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari (latest
versions).
Protocols: HTTPS with TLS 1.2 or higher for secure browsing.
Message Formatting:
JSON for data exchange between frontend and backend using REST APIs.
Responsive web design to adapt to varying screen sizes.
Network Server Communications:
Communication between the application servers, database servers, and external
services.
Protocols:
HTTP/HTTPS: For REST API calls.
 WebSocket: For real-time updates like service requests and notifications.
FTP/SFTP: For file uploads/downloads, such as large billing records or service
reports.
Security:
SSH for server-to-server file transfers.
Authentication via API keys or OAuth 2.0 for external service integration.
Electronic Forms:
Used for data input (e.g., customer registration, service activation requests, complaint
submissions).
Message Formatting:
Form data submitted as JSON payloads.
Validation at both client-side (using JavaScript frameworks) and server-side.
Security:
CAPTCHA for spam prevention.
All sensitive data encrypted in transit.

2. Communication Standards
Internet Protocols:
TCP/IP: For reliable network communication.
DNS: For resolving domain names to IP addresses.
DHCP: For dynamic allocation of IP addresses to connected devices.
Data Transfer:
RESTful APIs with JSON or XML as the standard data format.
File transfers via SFTP for secure and authenticated data exchange.

3. Communication Security and Encryption

Encryption Standards:
HTTPS (TLS 1.2/1.3): Ensures secure communication between the client (browser or
mobile app) and server.
AES-256: For encrypting sensitive data stored in transit and at rest.
Authentication:
OAuth 2.0 for API access control.
Multi-factor authentication (MFA) for operator and administrator logins.
6. Example Communication Scenarios
Customer Receives Payment Confirmation:
Trigger: Customer makes an online payment.
Process:
Payment gateway sends confirmation to COMS via HTTPS (JSON format).
COMS updates the database and sends an email notification via SMTP.
Security: Encrypted data flow at every stage.
Real-Time Status Update:
Trigger: A technician updates the status of a service request.
Process:
COMS updates the database and pushes the update to the customer’s app via
WebSocket.
Format: JSON message containing the updated status.

These communication interfaces ensure that the Cable Operator Management System operates
efficiently, securely, and reliably across all components and user interactions.

4.System Features
COMS is aiming at effective management and monitoring of the operations of cable services through
providing installations of cables, management of customer services, contents' distribution, billing as
well as network monitoring. Key features grouped in natural use cases and functional modules
follow below.

1. Customer Account Management

Feature Description:
This module involves the management of customer data and interaction with the cable provider,
which enables account creation, modification, and tracking of the activities of a customer.

Account Creation and Management

Create user accounts

Store personal info such as name, address, contact
Associate accounts with relevant service packs
Management of Service Packs

Customer has the ability to order, cancel, or change the service pack (channels, internet plan).
Keep track of the usage, upgrades, and downgrades of the package.
Service History and Ticketing

To view information about service requests, repairs, and complaints

Track open tickets and status regarding solutions.
Subscription & Billing Management

Track monthly subscription charges

Charge Bills, payment reminders and overdue notices.
Integration with payment gateways for bill payment.

2. Cable Network Management

Feature Description:
This module allows for the efficient operation of the cable network infrastructure through the
management of its hardware as well as its signal routing.

Network Monitoring and Control

Monitor health and signal strength, quality

Possible automatic fault or degradation in service detection
Real-time analysis of network traffic may be provided
Hardware Management

Monitor the cable equipment that includes set-top boxes, routers, signal amplifiers, etc.
Manage the installation, maintenance, and upgrade of hardware.
Cable Routing and Distribution

Optimize cable routing across different geographical locations.

Network topologies of star and mesh
Content management for distribution to different service areas.

3. Content Management and Distribution

Feature Description
This feature caters to the efficient management and distribution of video content, television
channels, and digital content to customers.

Content Acquisition and Scheduling

Realtimintegrate with the various content providers for live TV channels, on-demand services, and
pay-per-view content.
Schedule and manage content delivery (scheduled broadcasts, VOD).
Digital Rights Management (DRM)

Content Protection
Provide content protection.
Geo-blocking or Licensing restrictions
Video Streaming and Video On-Demand (VOD)
Provide Video streaming services
Manage VOD libraries and customer access to on-demand content.

4. Service Delivery and Installation

Feature Description:
Manage the new customers installation and provisioning process including trouble shooting
Service Activation and De-Activation
Automatically activate or deactivate services when a customer subscribes or cancels.
Configure service plans and devices (e.g., set-top boxes, modems).
Installation and Technician Management

Assignment of installation tasks to technicians.

Tracking status of installations, quality of service, and feedback.
Fault Finding and Troubleshooting

Tools for technicians for diagnostic service problems

Troubleshooting of customer distant problems through self-service portals

5. Customer Support and Interaction

Module Description
This module handles customer interactions, queries, and problem resolution.
Help Desk, Ticketing System

A centralized system for managing all the incoming customer service requests and complaints
Customer complaint status and resolution
Automated Customer Support (Chatbot/IVR)

Automatic reply for frequently asked questions by customers.

IVR and AI-based chatbots for first-level support
Customer Feedback and Satisfaction

Customer feedback and questionnaires of customer satisfaction .

Use the data to gauge improvements in the delivery of service as well as reach out to the
customers.
6. Billing and Payment Processing

Feature Description:
This module will handle all the billing and payment requirements related to cable services.
Dynamic Billing Calculation
Bill based on the service package chosen with usages and additional services.
Bill adjustment for any promotional, discount, or late payment fee.

Multiple Payment Gateway

Supports all credit/debit cards with online payment gateways.
Support for one-time payment, recurring billing, and refund payment
Invoice Generation with Payment History
Generation of detailed invoices on customer usage.
Payment history as well as overdue accounts tracking.

7. Reporting and Analytics

Feature Description:
Deep Insights into Customer behavior, Network, and Business
Customer Usage Analytics
Track customer usage behavior including 'most watched' channels, 'streaming habits'.
Product reports on customer churn, service requests, and demographics.
Network Performance Reports
Track the performance of the cable infrastructure and identify areas where improvements are
needed.
Be able to provide real-time reporting on service interruptions, outages, and resolutions .
Financial and Operational Reports
Provide business reports to track revenues, expenses, and operational cost.
Prove profitability by service package and region.

8. Security and Data Privacy

Feature Description:
Protect the security of the customer data, data privacy, and protection against unauthorized access .
Data Encryption and Secure Communication

Encrypt private customer data in motion and at rest.

Utilize secure communication channels like HTTPS/SSL/TLS
Access Control and Authentication

Implement role-based access control (RBAC) for users of this system.

Enable MFA for customer accounts and admin access
Audit Trails and Compliance

Audit all activities within the system, via audit logs.

Remain privacy compliant (e.g. GDPR, CCPA)

2. Cable Network Management

Description:
It oversees the overall delivery of the cable network, in relation to network performance monitoring,
fault detection, and making sure the best quality service is made available to the regions. Signal
strength, bandwidth, and network health diagnosis are some of the diagnostics managed by this.
Priority: High
Benefit: 9 (Ensures high quality service, reduces down-time and optimizes the network
performance)

3. Content Management and Delivery

General Description:
Supports the operations of programming acquisition, scheduling, and content delivery of live
channels, video-on-demand (VOD), and pay-per-view (PPV) programming through its network.
Manages the dissemination of TV content to end-users.
Priority: Medium
Value: 7 (Adds value to customer by providing a lot of contents, affects engagement)
Penalty: 6 (A disruption in content availability can affect customer satisfaction but generally will not
cause churn immediately)
Cost: 6 (Expensive hardware and content acquisition and distribution infrastructure)
Risk: 4 (Relatively low risk in the short term but could be problematic in licensing or distribution)
5. Customer Support and Contact
Description:
Provide a set of tools for asking and resolving complaints of a customer or technical issues. The
package includes the help desk system, ticketing systems, live support with self-service facilities
either by web portals or mobile applications.
Risk Priority: High
Benefit: 8 (It improves customer retention since it solves problems quickly and raises customer
satisfaction.)
6. Billing and Payment Processing
Description:
This module handles every minute detail of all billing, invoicing, and payment processing activities
that include bill generation, integration with a payment gateway, management of subscriptions, and
processing payments.
High Priority
Benefit: 9 (Directly impacts revenue and cash flows from operations; a proper system will result in
efficient billing)
7. Reporting and Analytics
Description:
Key Benefit: I give rich information and feedback on customer behavior, network performance, and
operational efficiency. This capability enables marketing and/or decision-making for network
optimizations and bettering the network's service.
Priority: Medium
Benefit: 7 (Aids optimization of the network and service offerings which may bring profitability and
potential customers)
The system processes the received data, possibly for checking duplication, as well as for correct
format, and opens up a new customer account in the database.

Stimulus (User Action):

The customer changes his/her account details, for instance, changing an address or contact
information.
Response (System Action): Real-time update information of customer and send an email to the
customer regarding change confirmation.
Stimulus (User Action): The customer chooses a package for his/her service or changes an existing
package.

2. Cabled Network Management

Stimulus/Response Cycle:
A network operator logs in to the managing dashboard of the cable network.

System Response:
The system loads, in real time, the status of the cable network: signal strength, health, and faults
alert report.

User Action-Stimulus:
Using the cues obtained from the system regarding the visual faults, the network operator identifies
a fault in the network, proceeds to run a diagnostic check about the problem.

System Response:
The system runs a diagnostic scan to locate and identify precisely where the fault lies and what kind
of fault it is, etc. signal degradation, or equipment failure.

User Action-Stimulus:
The network operator adjusts controls to redirect traffic or relieve network overload.

Response/System Action:

The system reconfigures its routing and presents new real-time performance statistics.

Stimulus/User Action:

The network operator requests a report of all the information regarding network performance in the
last 30 days.

Response/System Action:

The system generates and displays a report that includes statistics, outages, and maintenance
information on the network performance.

3. Content Management and Distribution

Stimulus/Response Sequence:

Stimulus/User Action:
A content manager uploads new content into the system, which could be a new episode of a TV
program or film.

System
Verifies and stores the content in the library within the system depending on the format and DRM
policy compliance.

Stimulus
User action- The content manager books the live broadcast for a particular time slot
Response
The system schedules the broadcast and reminds concerned staff to deliver the content at the
stipulated time.

Stimulus (User Action): The content manager alters the availability of content because it is subject to
licensing restrictions.

Response (System Action): The system deprives certain users or regions to access the content
according to the licensing data updated by the system .

4. Service Delivery and Installation

Stimulus/Response Sequence:

Stimulus (User Action ):

A customer requests to install a new cable service.

System Response
The system develops the installation plan based on the availability of a technician and the customer
favorite time slot.

User Input (Stimulus)

An installation request reaches a technician, and he initiates the process for installation.

System Response
The system sends details of the installation for equipment required by the technician and the
customer's choice for the service.

User Input (Stimulus)

A technician installs the required equipment and activates the service.

System Response:
The system will automatically turn on the customer's service, will have a quality check and confirm
to the customer.

5. Customer Support and Interaction

Stimulus/Response Sequence:

Stimulus (User Action):

A customer submits support tickets, or contact helpdesk for assistance.

Response (System Action):

The system creates a log entry of the problem, determines whether it is a billing problem or a
technical support issue, and then passes the ticket to that group.

Stimulus (User Action)

The customer engaged the chatbot or automated support to resolve a simple problem.

Response (System Action)

The system automatically gave troubleshooting instructions or an answer to frequently asked
questions to solve the problem or forwarded it to a human agent.

Stimulus (User Action)

A customer escalates a support ticket without resolution.

Response (System Action): The system sends a notification to a senior support agent, includes the
ticket history, and escalates the issue for priority resolution.

Stimulus (User Action): When an issue is resolved with the customer, the customer gives feedback
on the service received.

Response (System Action): The system documents the feedback and uses it for further improvement
in customer service processes.

6. Billing and Payment Processing

Stimulus/Response Sequence:
A customer logs in to his account to view the month's bill.

System Response: The system retrieves the information associated with the billing, shows the
available balance, and pending charges or discount(s).

Stimulus (User Action): The customer pays for the same using a credit card or through an online
payment gateway.

System Response: It completes the payment process, changes the billing status of the customer, and
sends the confirmation email to the customer.

Stimulus (User Action)

The customer requests an itemized statement or list of services.

System Action: The system generates a detailed itemized statement showing charges against each
service, piece of equipment, and tax on the account.

User Action: The customer disputes some charge or fee on his or her statement.

System Action: The system automatically generates a dispute case and notifies the support team and
tracks the status of resolution.

4.1.3 Functional Requirements

1. Customer Account Management
The system should allow a customer to create his new account by filling in his personal details which
include name, e-mail, address, phone number, and available payment options.
Error Handling: The system should raise an alert to the user if the required details are missing or
invalidly formatted (not valid e-mail/phone number).
Authentication
The system shall provide for user authentication under a safe login mechanism based on
username/password and shall optionally allow support for multi-factor authentication (MFA).
Error Handling: If the username or password is incorrect, then it should produce an error message
such as "Invalid username or password" and limit to a finite number of retries wherein the account
should get locked after that.

Update accounts: In this, the system shall enable the customers to alter their personal information
like contact details, service preferences, and billing information.

Error Handling: The system should input validation (for example, proper address format, valid credit
card number) and not allow bad updates with an appropriate error message.
Account Deletion
The system should permit deletion of an account with its respective data by a customer based on
data privacy rules. For instance, GDPR.

Error Handling: There should be a system to notify the customer that he is about to delete an
account where there are one or more unpaid items or services before the account can be finally
deleted.

2. Cable Network Management

Monitor in real time network status at all times, including signal strength, bandwidth utilization and
hardware performance.
Error Handling: In case of failure of a network device, be it signal loss, the system must be able to
automatically flag an error and send an alert to the network administrator to debug.
Fault Detection and Diagnosis
The system shall be able to detect faults in a network, a degraded signal, equipment failure, etc., and
diagnose the problem, including location and type.

Error Handling: In case the system cannot automatically detect or diagnose the fault, it must provide
an error message instructing the network administrator to look into the problem manually.
Network Configuration and Optimisation
The system should allow modifying the network parameters around (for example, rerouting traffic)
to achieve greater performance under congestion.

Error Handling: It must validate changes in configurations such that no conflict arises due to the
alterations with other constituents of the network and return an error message when conflicts
persist.
: Reporting Historical Data
The system has to be able to present historical performance data and report uptimes, faults and
patterns of traffic over the network.

Error Handling: When the system was unable to produce a report because an error occurs, for
instance, data is unavailable, it must throw an appropriate error message and be allowed to retry
the user as the report is being produced .

3. Content Management and Distribution

FR-3.1 Upload and Storage of Different Types of Content
The system should afford different kinds of content types like video file, metadata, and store them
securely.
Error Handling: The system shall validate the required format and size of the content files like video
resolution and file size, and shall refuse publishing incorrect content with a meaningful error
message.
FR-3.2 Content Scheduling
The system shall support content managers to schedule the live broadcast and VOD by specifying the
start and end times and tags associated with content.

Error Handling: If the scheduled time of content coincides with the scheduled event, then a system
needs to warn the user and reschedule the event.
Content Delivery
The system must ensure that the content is reached to the end-users within time and efficiently.
Either it can be through live broadcast or VOD.

Error Handling: If the problem occurs during the delivery process (like buffering or delay), the system
has to alert the content manager and the steps for troubleshooting.
License Compliance
Content licensing should be monitored and access to content is restricted based on licensing
contracts, such as geo-restrictions or user-level access.

Error Handling: On the recognition of unavailability of restriction content, the system shall clearly
publish why the content cannot be accessed.

4. Service Delivery and Installation

FR-4.1: Activate Service

Activation of any customer's subscription shall activate within the system after installing all
hardware and configuring it.

Error Handling: If the service fails to activate (for instance, due to missing hardware or network
issues), the system should be able to send a message to the customer and technician to reschedule
for reinstall .
FR-4.2: Schedule Tech
The system shall schedule a visit from the technician for the installation or repair of the service
depending on the availability of the technicians and according to the wishes of the customers.

Error Handling: If there aren't any available service technicians in a time frame accepted by the
customer, the system should send out alternative times along with an indication that they aren't
available.
FR-4.3: Device Configuration
The system should present a facility to configure devices such as set-top boxes and modems at the
time of installation, thereby getting properly linked to the customer account.

Error Handling: Failure of equipment to connect or not compatible, the system should display a
failure message and steps on how to resolve it.
Service Termination
The system should enable customers upon request to withdraw their subscription services and
ensure that all the related services are deactivated.

Error Handling: In case there is a pending balance or some obligations the system should notify the
customer and demand their payment or accomplish the required step before closing the service.
5.Other Nonfunctional Requirements
5.1_Performance Requirements:-
The Cable Operator Management System (COMS) must perform reliably and efficiently under
various operational conditions to ensure a seamless experience for operators, administrators, and
customers. The following performance requirements outline key metrics, timing relationships, and
system behaviors expected in real-world scenarios.
1. General Performance Metrics
Response Time:
Average response time for user actions (e.g., loading a dashboard, searching customer
profiles) must not exceed 2 seconds under normal load.
Critical operations (e.g., service activation or payment processing) should complete
within 3 seconds under normal load.
Throughput:
The system should handle up to 500 concurrent users (operators, administrators, and
customers) without performance degradation.
Must support 1000 API requests per second for operations like service queries, status
updates, and notifications.
Data Processing:
The system should process batch updates (e.g., billing data) for up to 10,000 records in
under 5 minutes.
Real-Time Updates:
Notifications (e.g., service status updates, payment confirmations) must propagate to
users within 1 second.
2. Database Performance
Query Execution:
Simple queries (e.g., fetching a customer profile) should execute within 500
milliseconds.
Complex queries involving joins or aggregations (e.g., generating monthly revenue
reports) must complete within 5 seconds.
Scaling:
The database should handle up to 1 million active customer records and 5 million
transaction records without significant performance degradation.
Backup and Restore:
Full database backups should complete within 1 hour for a database size of up to 100
GB.
3. Network Performance
Latency:
End-to-end latency between the frontend and backend for API calls should not exceed
200 milliseconds in a typical network environment.
Bandwidth Utilization:
The system should optimize bandwidth usage by employing compression (e.g., gzip for
API payloads) and caching for frequently accessed data.
Reliability:
The system must maintain 99.9% uptime, allowing a maximum downtime of 8.76 hours
per year.
4. Real-Time System Requirements
Service Activation and Deactivation:
The system must send service activation or deactivation commands to headend
equipment and receive acknowledgment within 3 seconds.
Set-Top Box Updates:
 Firmware updates or service configuration changes for set-top boxes must complete
within 5 minutes for a batch of 100 devices.
5. Scalability and Load Handling
Load Handling:
The system must support scaling to 1,500 concurrent users and 2,000 API requests per
second during peak usage times (e.g., billing cycles or promotional periods).
Elastic Scaling:
Cloud-hosted components should auto-scale to handle surges in user activity or API
requests.
Stress Testing:
Under stress, the system should gracefully degrade performance without crashing,
maintaining at least 50% of throughput capacity under extreme load.
6. Security-Related Performance
Authentication:
User login and authentication (including multi-factor authentication) must complete
within 2 seconds.
Data Encryption:
Encrypted data transfers (e.g., HTTPS or API communication) should not introduce more
than 10% additional latency.
7. Specific Feature Performance Requirements
Billing and Invoicing:
Generating a bill for an individual customer must complete within 2 seconds.
Bulk invoice generation for 10,000 customers must complete within 10 minutes.
Search Functionality:
Searching for customer records by name, address, or account number must yield results
within 1 second.
Report Generation:
Real-time reports (e.g., daily revenue, active subscriptions) should generate within 10
seconds for datasets up to 1 million records.

8. Rationale for Performance Requirements

Customer Satisfaction:
Fast response times and real-time updates enhance the customer experience and
improve service quality.
Operational Efficiency:
High throughput and low latency ensure that operators and administrators can manage
tasks efficiently, even during peak usage.
Consistent performance prevents service disruptions, critical for maintaining trust with
customers and partners.

5.2 Safety Requirements

The Cable Operator Management System (COMS) must address safety concerns to prevent loss,
damage, or harm to stakeholders, data, and system infrastructure. This includes adhering to
regulatory standards, implementing safeguards against misuse, and ensuring secure operations.

1. System Safety Requirements

Data Loss Prevention:
Requirement: All customer, billing, and operational data must be backed up regularly.
Safeguard:
Automated daily backups stored securely offsite.
 Redundant storage systems (RAID configurations) to prevent data loss due to
hardware failure.
Action to Prevent: Avoid unscheduled shutdowns during critical database updates
to prevent corruption.
Unauthorized Access:
Requirement: Prevent unauthorized access to sensitive customer and system data.
Safeguard:
Multi-factor authentication (MFA) for operators and administrators.
Role-based access control (RBAC) to restrict system permissions.
Logging and monitoring of all access attempts with alerts for suspicious
activities.
Service Interruptions:
Requirement: Ensure uninterrupted operation of essential services.
Safeguard:
Uninterruptible Power Supply (UPS) systems for servers.
Automated failover mechanisms for critical components (e.g., load balancers,
database clusters).
Action to Prevent: Avoid manual overrides that could disrupt ongoing services.

2. Customer Safety Requirements

Sensitive Information Protection:
Requirement: Protect customer data, including personally identifiable information (PII)
and payment details.
Safeguard:
Encryption of all sensitive data in transit (TLS) and at rest (AES-256).
Regular vulnerability assessments and penetration testing.
Action to Prevent: Block insecure connections and disable default credentials.
Billing and Payments:
Requirement: Prevent errors in billing or payment processing that could cause financial
harm.
Safeguard:
Validation mechanisms for payment calculations.
Integration with Payment Card Industry Data Security Standard (PCI DSS)-
compliant gateways.
Action to Prevent: Disallow manual adjustments to payment records without approval.
Emergency Notifications:
Requirement: Notify customers of service outages or scheduled maintenance to prevent
inconvenience or harm.
Safeguard:
Automated SMS or email alerts for disruptions.
Redundancy in notification services to ensure delivery.
Action to Prevent: Prevent sending false alarms or incomplete messages.

3. Regulatory Compliance
Legal and Regulatory Standards:
General Data Protection Regulation (GDPR):
Ensure all customer data processing complies with GDPR to avoid data misuse or
breaches.
Payment Card Industry Data Security Standard (PCI DSS):
Adhere to PCI DSS for secure handling of payment card information.
Federal Communications Commission (FCC):
 Comply with FCC regulations for cable service operations and customer rights.

4. Infrastructure Safety
Hardware and Environment:
Requirement: Protect the physical infrastructure of the COMS.
Safeguard:
Controlled server room access with biometric locks.
Environmental controls (e.g., temperature, humidity monitoring) to prevent
hardware damage.
Regular hardware maintenance schedules.
Action to Prevent: Prevent unauthorized tampering or physical access to critical
infrastructure.
Disaster Recovery:
Requirement: Minimize downtime and data loss during emergencies (e.g., natural
disasters, cyberattacks).
Safeguard:
Disaster recovery plans with predefined recovery point objectives (RPOs) and
recovery time objectives (RTOs).
Regular drills to test disaster recovery readiness.
Action to Prevent: Prevent uncoordinated or untested recovery procedures.

5. Operator and Administrator Safety

Training and Access Control:
Requirement: Ensure operators and administrators are trained to handle the system
safely.
Safeguard:
Mandatory training sessions for new staff.
Clear documentation of safety protocols and best practices.
Action to Prevent: Prevent untrained personnel from accessing the system.
The Cable Operator Management System (COMS) must prioritize security and privacy to protect
sensitive data, ensure compliance with regulations, and maintain system integrity. Below are the
security requirements for the system.

1. Data Security
Data Encryption:
All sensitive data, including customer information, billing records, and payment details,
must be encrypted:
In Transit: Use TLS 1.2 or higher for secure communication between clients and
servers.
At Rest: Use AES-256 encryption for all stored data.
Database Security:
Implement database access controls to restrict unauthorized queries.
Enable auditing for all database access and modifications.
Backup Security:
Encrypt all backups and store them in a secure location with restricted access.
Verify backup integrity periodically to prevent data loss or tampering.

2. User Authentication and Authorization

Identity Verification:
Require multi-factor authentication (MFA) for all operators and administrators.
 Customers must authenticate using secure methods, such as password and one-time
PINs (OTP).
Password Policies:
Enforce strong password requirements:
Minimum length of 12 characters.
Must include uppercase, lowercase, numeric, and special characters.
Require password expiration and periodic updates.
Access Control:
Use Role-Based Access Control (RBAC) to ensure users have access only to the data and
functions relevant to their roles.
Implement least privilege principles for administrators and operators.
Session Management:
Invalidate user sessions after 30 minutes of inactivity.
Prevent simultaneous logins for the same account from different devices.

3. System and Network Security

Firewall and Network Security:
Deploy firewalls to block unauthorized access to servers.
Use Virtual Private Networks (VPNs) for remote access to the system.
API Security:
Secure all API endpoints using OAuth 2.0 or API keys.
Implement rate limiting and IP whitelisting for APIs to prevent abuse.
Web Security:
Protect against web vulnerabilities, such as SQL injection, cross-site scripting (XSS), and
cross-site request forgery (CSRF).
Enforce Content Security Policy (CSP) to prevent injection attacks.

4. Privacy Requirements
Customer Data Protection:
Limit data collection to what is strictly necessary for system operations.
Anonymize or pseudonymize data wherever possible to enhance privacy.
Data Sharing:
Do not share customer data with third parties without explicit consent.
Ensure any shared data is transmitted securely and only for authorized purposes.
Compliance with Privacy Regulations:
Adhere to General Data Protection Regulation (GDPR) for customer data protection in
the EU.
Follow California Consumer Privacy Act (CCPA) if applicable.

5. Disaster Recovery and Business Continuity

Disaster Recovery:
Maintain a disaster recovery plan with predefined Recovery Time Objectives (RTOs) and
Recovery Point Objectives (RPOs).
Test disaster recovery plans periodically to ensure effectiveness.
Redundancy:
Use redundant systems for critical components to prevent single points of failure.

6. Security Training and Awareness

Employee Training:
Conduct regular training sessions for operators and administrators on security best
practices and potential threats.
 Phishing Awareness:
Train employees to recognize and report phishing attempts.

7. Compliance and Certifications

Regulatory Compliance:
Payment Card Industry Data Security Standard (PCI DSS) for handling payment
information.
ISO/IEC 27001 certification for information security management.
Data Residency:
Ensure customer data is stored and processed in compliance with local laws and
regulations regarding data residency.

These security requirements ensure that the COMS is robust, secure, and compliant, providing
protection against potential threats and safeguarding user data and privacy.
Software Quality Attributes
The Cable Operator Management System (COMS) must meet several software quality attributes to
ensure it is reliable, user-friendly, and scalable for operators, administrators, and customers. These
attributes are prioritized to support business goals and user satisfaction while ensuring efficient
development and maintenance.

1. Usability
Ease of Use:
The system must be intuitive, enabling operators and administrators to perform key
tasks (e.g., billing, service management) with minimal training.
Include user-friendly dashboards with tooltips, contextual help, and consistent UI
design.
Accessibility:
Comply with WCAG 2.1 standards to ensure accessibility for users with disabilities.
Provide support for screen readers, keyboard navigation, and color contrast
adjustments.
Ease of Learning:
Users should become proficient with the system after 4 hours of training.

2. Reliability
Availability:
The system must achieve 99.9% uptime, allowing for a maximum downtime of 8.76
hours per year.
Implement redundant components (e.g., databases, application servers) to avoid single
points of failure.
Error Handling:
All critical errors (e.g., payment processing failures) must trigger alerts and provide
actionable error messages for users.
The system should recover automatically from transient errors (e.g., network
interruptions) without user intervention.

3. Maintainability
Modularity:
The system should have a modular architecture to simplify updates, bug fixes, and
feature additions.
Code Quality:
 Follow industry-standard coding practices (e.g., clean code principles) to ensure
maintainability and readability.
Documentation:
Provide detailed documentation for developers, including API references, architecture
diagrams, and setup guides.
Change Management:
Apply version control and maintain a clear changelog for all updates.

4. Performance
Response Time:
System operations (e.g., searching customer records, generating bills) should respond
within 2 seconds under normal load.
Scalability:
Must support up to 1,500 concurrent users and 2,000 API requests per second during
peak loads.
Batch Processing:
Bulk operations (e.g., processing monthly bills for 10,000 customers) must complete
within 10 minutes.

5. Flexibility and Adaptability

Customizability:
Allow cable operators to customize certain features, such as service plans, pricing tiers,
and user roles.
Regional Support:
The system should support multiple languages and currencies to cater to diverse
regions.
Scalable Architecture:
Enable seamless expansion to handle larger customer bases or additional service
offerings.

The following business rules define the operating principles and constraints for the Cable Operator
Management System (COMS). These rules guide system behavior, user access, and operational
workflows, ensuring proper management and compliance with organizational policies.

Business Rules

1. User Roles and Access Control

Role-Based Access:
Users are categorized into roles such as Administrator, Operator, Customer Support,
and Customer.
Each role determines the specific functions and data a user can access.
Administrator: Full access to all system features, configurations, and data.
Operator: Access to customer management, billing, and service
activation/deactivation.
Customer Support: Access to view customer details and resolve service-related
queries but restricted from modifying billing data.
 Customer: Limited to viewing personal account details, bills, and subscription
information.
Approval Mechanisms:
Changes to sensitive data (e.g., service plan updates or refunds) must be approved by an
Administrator or a designated approver.
Authentication Requirements:
All users must authenticate using secure credentials (e.g., passwords and multi-factor
authentication).
Failed login attempts exceeding 5 tries will lock the account for 30 minutes.

2. Customer Management Rules

Account Creation:
New customer accounts can only be created by an Operator or Administrator.
Customer information must include verified identity details (e.g., government ID,
contact information).
Service Activation and Deactivation:
Services can only be activated or deactivated upon customer request or for policy
compliance (e.g., non-payment).
A grace period of 7 days must be provided before deactivating services due to overdue
bills.
Address Verification:
Customer addresses must be validated before service activation to ensure coverage
availability.

3. Billing and Payment Rules

Billing Cycle:
Billing must occur on the 1st of each month for all active customers.
Pro-rated billing applies for new customers or service plan changes mid-cycle.
Payment Due Date:
Payments are due 15 days from the billing date.
Late payments incur a penalty of 2% of the total bill per month.
Refund Policy:
Refunds are only processed for billing errors or canceled services within 30 days of the
transaction.
Payment Methods:
Only approved payment methods (e.g., credit card, bank transfer, digital wallets) can be
accepted.

4. Service Plan Rules

Plan Modification:
Customers can request plan upgrades or downgrades, effective from the next billing
cycle.
Operators must confirm changes with customers and issue updated agreements.
Promotions and Discounts:
Discounts and promotions must be pre-approved by Administrators and applied based
on specific eligibility criteria (e.g., new customers, loyalty rewards).

5. Reporting and Auditing Rules

Data Integrity:
All financial transactions and service activities must be logged and auditable for 5 years.
Report Access:
 Only Administrators and authorized personnel can generate detailed financial or
operational reports.
Reports must include timestamps and user identifiers for accountability.
Audit Logs:
The system must maintain detailed logs of changes made to customer data, billing
records, and service plans.

6. Regulatory and Compliance Rules

Data Privacy:
Customer data must be handled in compliance with GDPR, CCPA, or applicable regional
data privacy laws.
Sensitive data (e.g., billing details, payment information) must not be shared without
explicit customer consent.
Service Disclosures:
Customers must be informed about all applicable fees, terms, and conditions during
service signup.
Retention Policy:
Customer data must be retained for at least 5 years after service termination for
regulatory compliance.

7. Operational Rules
Maintenance Notifications:
Scheduled maintenance must be announced to customers at least 48 hours in advance.
Dispute Resolution:
All disputes related to billing or services must be resolved within 7 business days.
Downtime Allowance:
Unplanned service downtime must not exceed 4 hours per month to meet SLA
requirements.

8. Communication Rules
Customer Notifications:
Customers must receive automated notifications for billing, payments, service changes,
and outages.
Language Preferences:
Communications must support the customer’s preferred language as specified in their
account settings.

9. System Modification Rules

System Configuration Changes:
Only Administrators can modify system-wide settings, such as billing parameters, user
roles, and communication templates.
Feature Updates:
Feature rollouts must undergo testing in a staging environment before deployment to
the production system.

These business rules ensure operational consistency, legal compliance, and customer satisfaction
while defining the necessary constraints and permissions within the Cable Operator Management
System.
6. Other Requirements
6.1 Database Requirement
DB-1: Data Integrity and Consistency
The system should ensure that all information in the database is correct and updated, especially
during updates or transactions (such as customer account records, billing information).
Requirement:
ACID (Atomicity, Consistency, Isolation, Durability) principles must be applied at a system level to
database transactions so that transaction processes are safe.
Technologies
Data can be modeled in relation database applications like MySQL, PostgreSQL, or Oracle to
accommodate complex queries with data consistency.
DB-2: Scalability and Performance
The database needs to be upward scalable because more customers, transactions, and network
devices will be adding more data into the system.
Requirement:

The system must scale upwards to accommodate growing users, content, as well as services over
time. The techniques for database indexing, partitioning, and clustering will allow for great
performance even under load.
DB-3: Data Retention and Archiving
The system shall store customer and transaction information based on legal and business
requirements for retention times and shall provide the option of archiving.
Requirement:

The database shall automatically archive inactive or older entries, and it shall retrieve archived data
on demand.
6.2 Security and Privacy Requirements
Data Encryption
The system should use industry-standard encryption protocols for the transit as well as rest data
that is AE-256 for data at rest and TLS/SSL for data in transit.
Requirement

Secret encryption keys shall be stored securely, and changed at least periodically.
Authentication and Authorization
The system shall use Role Based Access Control (RBAC) to ensure that users/administrators have
access only to the functionality and data relevant to their role.
Requirement:

MFA should be applied everywhere on admin-level accesses; throttling of attempts on login should
be supported, in order to defeat brute force attacks.
Adherence to Privacy Laws
The system should be in compliance with relevant data privacy laws such as GDPR (General Data
Protection Regulation), CCPA (California Consumer Privacy Act), and other regional laws that govern
the data of customers.

The system should allow customers to request data erasure, to obtain copies of their personal data,
and to receive transparent information regarding data collection practices.
SR-4 Security Auditing and Logging
The system must log every activity of users, like login attempts, changes in data, and access to the
system for deep auditing.
Requirement:

Logs shall be tamper-proofed, and logs must be safely kept for at least 6 months.
6.3 Performance Requirements
PR-1 Response Time
The system must display acceptable system response times for any interaction made by the user. In
other words, in this system, it must occur within 3 seconds for any 90% of all transactions and
examples could be a list of updates on an account, requests for content streaming.
Requirement:

Billing inquiries and any type of customer account update and service management shall be returned
within the same time.
PR-2: High Availability
The system shall be available 99.9% during each calendar month.
Requirement:

Design with fault tolerance and high availability in mind, using techniques such as load balancing,
clustering, and redundant systems.
PR-3: Data Backup and Recovery
The system shall implement regular data backups and disaster recovery.
Requirement:

There shall be full system backups once a week, and incremental backups daily. The data recovery
time after any system failure shall not exceed 4 hours.
PR-4: Scalability
The system has to scale up in terms of users, network devices, content, and transaction volumes.
Requirements

The system has to be able to scale horizontally (for example, add more servers) and vertically (for
example, upgrade server capacity) with minimal degradation of performance.
6.4 Legal and Compliance Requirements
LR-1: Copyright and Intellectual Property
The system must respect copyright and intellectual property rights in content distribution, including
DRM for protected contents.
Requirement:

The system must allow connectivity with third-party DRM applications so that unauthorized access
to or copying of the contents will be prevented.
LR-2: Billing and Tax Compliance
LR-2 will ensure the system calculates and handles the taxes properly about services rendered to
abide by the local tax law terms including VAT or Sales Tax, apart from keeping taxes charged on
customer invoices proper.
Requirement:

The system must integrate with any of the external tax calculation APIs or libraries that provide up-
to-date tax rates and rules for any region.
LR-3: Accessibility Compliance
The system must meet WCAG (Web Content Accessibility Guidelines) 2.1 guidelines, meaning the
web portal and mobile apps must be accessible to everyone, including persons with disabilities.
Requirement:
Non-text content needs to have alternatives in the texts, permission for navigation using a keyboard
when it employs mobility-impaired people, and the visual elements need to have sufficient contrast
levels for the visually impaired.
LR-4: Legal Disclaimers And Privacy Policies
System needs to provide legal disclaimers relevant to the terms of services and the policies of
privacy for the customers at the account creation time, service subscriptions, and while billing.

Users should accept the terms and policies before they either register or subscribe.
Appendix A: Glossary
Acronyms and Abbreviations
ACID (Atomicity, Consistency, Isolation, Durability):
Set of properties describing in what way database transactions need to be executed in an invariant
manner.

API (Application Programming Interface):

Protocols, tools, and definitions for different types of software programs to interact with each
other.

CCPA (California Consumer Privacy Act):

The state law that strengthens the rights of privacy and consumer protection for California, USA,
residents.

CRM (Customer Relationship Management):

Software for assisting in managing communications of an organization with their customers,
reporting of sales, and customer service operations.

DRM: Digital Rights Management

Technologies the copyright owners use to manage access and usage of digital content by preventing
piracy and other kinds of unauthorized distribution.

GDPR: General Data Protection Regulation

It is a reference to the data protection and privacy regulation in EU law about data protection and
privacy in the European Union and the European Economic Area.

IP: Internet Protocol

A set of rules that dictate the structure of data that is transmitted through the internet or other local
networks.

MFA (Multi-Factor Authentication):

It refers to an authentication process where more than one way of proving identity must be checked
by lists of different credentials, for example, a password and a fingerprint.

RDBMS (Relational Database Management System):

A database management system that use tables to hold data, creates relationships among them
using a variety of possible relational operators, such as access and modification for example: MySQL,
PostgreSQL.

SaaS (Software as a Service):

A software distribution model in which applications are hosted by the service provider and are
distributed to customers over the internet.

SSL (Secure Sockets Layer): A protocol used to encrypt data sent over the internet, often used to
establish an SSL/TLS encrypted connection for secure HTTPS.

TLS (Transport Layer Security): The successor of SSL, a cryptographic protocol used in building secure
communications on the Internet and other networks. Generally speaking, it is used for both
protecting Web-based communications and securing Internet communication data.

VAT (Value Added Tax):

An indirect tax that collects a fraction of the added value in goods and services with each production
or distribution stage.

VOD (Video On Demand)

A video viewing system where the consumers pick a video to watch at their convenience rather than
when broadcasted.

Terms
Account Management
The set-up, updating, maintaining, and removal of customer accounts in the system including every
personal and billing details.

Activation
This is allowing access to a customer's subscription or service over the cable network, which includes
content activation and related devices like set-top boxes.

API Integration: This links the COMS to external services, such as payment processors, third-party
content providers, and analytics tools, through API integration.

Bandwidth: The quantity of data that can be transmitted over a network during a given period and
typically measured in bits per second (bps).

Content Distribution:
Process of providing media content, including video and audio, to end users over a cable network,
either live broadcast, VOD, and other forms of media serving.

Fault Detection:
Identify and diagnose faults or failures of cable network, signal loss, hardware failures etc .

Firmware
This is software permanently programmed into hardware devices such as cable modems or set-top
boxes that supervises how they work.

Geo-restriction
The act of preventing certain contents or services from being accessed based on the geographical
location of the viewer. This has majorly been due to licensing agreements and regional regulations.

Live Broadcast
This includes video and/or audio content streamed in real time to users-usually part of cable
network services.
Multimedia Services
Audio, video, and interactive services, such as streaming services, cable TV, and on-demand video
services.

On-Demand Content
Media content available for viewing at the user's discretion, without scheduled programming.

Provisioning:
Such process involves hardware setup, software installation, and network configuration; all the
above processes are done on behalf of a customer in order to enable and configure services or
resources for him.

Redundancy

In this approach, there is use of additional or backup components, including servers or network
paths, in order to ensure system reliability. This is for the reason that in failure scenarios, the system
should not break down, especially when systems run long-term processes.

Role-Based Access Control (RBAC)

It is, in fact, a role-based system which means that user management is based on the roles assigned
to them. There is an admin, a user, or even a guest. Whatever data or functionality is held with the
user's role can be accessed by the user.

Appendix B: Analysis Models

LAB 7&9:
Noun (Entity) and Verb (Relationship) Analysis:

NOUN VERB
Customer Subscribes to, Updates, Cancels,
Views, Makes payment on
Subscription Belongs to, Tracks, Renews,
Modifies
Cable_Service Provides, Activates, Deactivates,
Modifies
Cable_Box Assigns, Installs, Returns,
Tracks, Replaces
 Payment Processes, Verifies, Tracks, Issues,
Receives
Technician Installs, Repairs, Services,
Assigns, Tracks

Attributes of entites and its type:

1. Customer
This entity stores information about the customers subscribed to
cable services.
Attributes:
Customer_ID (Primary Key, INT)
First_Name (VARCHAR)
Last_Name (VARCHAR)
Email (VARCHAR)
Phone (VARCHAR)
Address (VARCHAR)
Subscription_Date (DATE)
________________________________________
2. Subscription
This entity tracks the customer's subscription details, including
package information.
Attributes:
Subscription_ID (Primary Key, INT)
Customer_ID (Foreign Key, INT, references Customer.Customer_ID)
Package (VARCHAR: e.g., Basic, Premium, Pay-Per-View)
Subscription_Start_Date (DATE)
Subscription_End_Date (DATE)
Monthly_Fee (DECIMAL)
________________________________________
3. Cable_Service
This entity defines the types of services offered by the cable operator
(e.g., cable TV, internet).
Attributes:
Service_ID (Primary Key, INT)
Service_Type (VARCHAR: e.g., TV, Internet, On-demand)
Description (TEXT)
Cost (DECIMAL)

________________________________________
4. Cable_Box
This entity tracks the set-top boxes provided to customers for
accessing the cable service.
Attributes:
Box_ID (Primary Key, INT)
Customer_ID (Foreign Key, INT, references Customer.Customer_ID)
Model (VARCHAR)
Serial_Number (VARCHAR)
Installation_Date (DATE)
________________________________________
5. Payment
This entity records customer payments for their subscriptions and
services.
Attributes:
Payment_ID (Primary Key, INT)
Customer_ID (Foreign Key, INT, references Customer.Customer_ID)
Amount (DECIMAL)
Payment_Date (DATE)
Payment_Method (VARCHAR)
________________________________________
6. Technician
This entity tracks technicians responsible for the installation and
maintenance of cable services.
Attributes:
Technician_ID (Primary Key, INT)
First_Name (VARCHAR)
Last_Name (VARCHAR)
Phone (VARCHAR)
Email (VARCHAR)
Hire_Date (DATE)

Relationships of noun:
1. Customer ↔ Subscription
Relationship: A Customer subscribes to a Subscription.
Cardinality: A customer can have one or more subscriptions
(e.g., a customer can subscribe to different services such as
cable TV and internet).

Foreign Key: Customer_ID in the Subscription table

references Customer_ID in the Customer table.
Action: The customer updates, renews, and cancels their
subscription.

2. Subscription ↔ Cable_Service
Relationship: A Subscription is associated with a
Cable_Service.

Cardinality: A Subscription can include one or more services

(e.g., TV, Internet, On-demand).
Foreign Key: Service_ID in the Subscription table references
Service_ID in the Cable_Service table.

Action: A Subscription provides specific Cable_Service(s) to

the customer.

3. Customer ↔ Cable_Box
Relationship: A Customer is assigned a Cable_Box.

Cardinality: A Customer can have one or more Cable_Box

(e.g., in multi-room settings, a customer may have multiple
boxes).

Foreign Key: Customer_ID in the Cable_Box table references

Customer_ID in the Customer table.
Action: A Cable_Box is assigned to a customer, installed at
their location, and can be returned or replaced by a
technician.

4. Cable_Box ↔ Technician

Relationship: A Technician installs and services a Cable_Box.

Cardinality: A Technician can install or service multiple
Cable_Boxes.

Foreign Key: Technician_ID in the Cable_Box table references

Technician_ID in the Technician table.
Action: A Technician performs maintenance or installs the
Cable_Box.

5. Payment ↔ Customer

Relationship: A Customer makes a Payment for their services.

Cardinality: A Customer can have one or more Payments.

Foreign Key: Customer_ID in the Payment table references
Customer_ID in the Customer table.

Action: A Payment is received from the customer for their

subscription or services.

6. Payment ↔ Cable_Service
Relationship: A Payment is linked to the Cable_Service the
customer has subscribed to.
Cardinality: A Payment is related to one or more
Cable_Services, depending on the subscription plan and
services chosen.

Foreign Key: The relationship can be indirectly represented

through the Subscription (which connects to Cable_Service).
Action: A Payment is processed for the Cable Services a
customer has subscribed to.

EER DIAGRAM:

ER DIAGRAM:
DDL QUERIES:
-- Table for Customer
CREATE TABLE Customer (
Customer_ID INT PRIMARY KEY,

First_Name VARCHAR(255),
Last_Name VARCHAR(255),
Email VARCHAR(255),
Phone VARCHAR(15),
Address VARCHAR(255),

Subscription_Date DATE
);

-- Table for Subscription

CREATE TABLE Subscription (

Subscription_ID INT PRIMARY KEY,

Customer_ID INT,
 Package VARCHAR(50), -- e.g., Basic, Premium, Pay-Per-View
Subscription_Start_Date DATE,
Subscription_End_Date DATE,

Monthly_Fee DECIMAL(10, 2),

FOREIGN KEY (Customer_ID) REFERENCES Customer(Customer_ID)
);

-- Table for Cable_Service

CREATE TABLE Cable_Service (

Service_ID INT PRIMARY KEY,
Service_Type VARCHAR(50), -- e.g., TV, Internet, On-demand
Description TEXT,
Cost DECIMAL(10, 2)

);

-- Table for Cable_Box

CREATE TABLE Cable_Box (
Box_ID INT PRIMARY KEY,

Customer_ID INT,
Model VARCHAR(100),
Serial_Number VARCHAR(255),
Installation_Date DATE,
FOREIGN KEY (Customer_ID) REFERENCES Customer(Customer_ID)

);

-- Table for Payment

CREATE TABLE Payment (
Payment_ID INT PRIMARY KEY,
Customer_ID INT,
 Amount DECIMAL(10, 2),
Payment_Date DATE,
Payment_Method VARCHAR(50), -- e.g., Credit Card, Bank Transfer, Cash

FOREIGN KEY (Customer_ID) REFERENCES Customer(Customer_ID)

);

-- Table for Technician

CREATE TABLE Technician (

Technician_ID INT PRIMARY KEY,

First_Name VARCHAR(255),
Last_Name VARCHAR(255),
Phone VARCHAR(15),
Email VARCHAR(255),

Hire_Date DATE
);

Relational Data Mapping with ER:

NORMALIZATION:
To normalize the given schema, we need to follow the normalization process,
primarily focusing on ensuring that the data is organized in such a way that it
minimizes redundancy and dependency issues. I'll normalize the schema up to
3NF (Third Normal Form).

Step-by-Step Normalization Process

First Normal Form (1NF):

Each column contains atomic values (i.e., no repeating groups or arrays).

Each column contains values of a single type, and each record is uniquely
identifiable.
Second Normal Form (2NF):

It must first meet 1NF.

There should be no partial dependency, i.e., non-key attributes should be fully
dependent on the primary key (not just part of it).
Third Normal Form (3NF):

It must first meet 2NF.

There should be no transitive dependency, i.e., non-key attribute es
should not depend on other non-key attributes.

Functional Dependencies for the Normalized

Schema:
1. Customer Table
Customer_ID → First_Name, Last_Name, Email, Phone,
Subscription_Date
Explanation: The Customer_ID uniquely determines the First_Name,
Last_Name, Email, Phone, and Subscription_Date because these
attributes are directly related to a specific customer.
2. Customer_Address Table
Address_ID → Customer_ID, Street, City, State, Zip_Code
Explanation: The Address_ID uniquely determines the Customer_ID,
Street, City, State, and Zip_Code, as each address is unique to a
customer and stored with specific details.
3. Package Table
Package_ID → Package_Name, Description
Explanation: The Package_ID uniquely determines the
Package_Name and Description, as each package has a unique
identifier.
4. Subscription Table
Subscription_ID → Customer_ID, Package_ID,
Subscription_Start_Date, Subscription_End_Date, Monthly_Fee

Explanation: The Subscription_ID uniquely determines the

Customer_ID, Package_ID, Subscription_Start_Date,
Subscription_End_Date, and Monthly_Fee since each subscription
has a unique identifier and is associated with a customer and
package.
Customer_ID, Package_ID → Subscription_Start_Date,
Subscription_End_Date, Monthly_Fee

Explanation: The combination of Customer_ID and Package_ID

uniquely determines the Subscription_Start_Date,
Subscription_End_Date, and Monthly_Fee, as a customer can
subscribe to multiple packages, but each subscription will have a
distinct start date and fee.
5. Service_Type Table
Service_Type_ID → Service_Type_Name
Explanation: The Service_Type_ID uniquely determines the
Service_Type_Name, as each service type has a unique identifier.
6. Cable_Service Table
Service_ID → Service_Type_ID, Description, Cost
Explanation: The Service_ID uniquely determines the
Service_Type_ID, Description, and Cost, as each service has a
unique identifier and associated details.
7. Model Table
Model_ID → Model_Name
Explanation: The Model_ID uniquely determines the Model_Name,
as each model of the cable box has a unique identifier.
8. Cable_Box Table
Box_ID → Customer_ID, Model_ID, Serial_Number,
Installation_Date
Explanation: The Box_ID uniquely determines the Customer_ID,
Model_ID, Serial_Number, and Installation_Date because each
cable box has a unique identifier and is associated with a customer.
Customer_ID, Model_ID → Serial_Number, Installation_Date

Explanation: The combination of Customer_ID and Model_ID

determines the Serial_Number and Installation_Date for a specific
box installed for that customer.
9. Payment_Method Table
Payment_Method_ID → Method_Name
Explanation: The Payment_Method_ID uniquely determines the
Method_Name, as each payment method has a unique identifier.
10. Payment Table
Payment_ID → Customer_ID, Amount, Payment_Date,
Payment_Method_ID

Explanation: The Payment_ID uniquely determines the

Customer_ID, Amount, Payment_Date, and Payment_Method_ID,
since each payment transaction has a unique identifier and related
details.
Customer_ID → Amount, Payment_Date, Payment_Method_ID

Explanation: The Customer_ID determines the Amount,

Payment_Date, and Payment_Method_ID for all payments made by
a customer.
11. Technician Table
Technician_ID → First_Name, Last_Name, Phone, Email, Hire_Date
Explanation: The Technician_ID uniquely determines the
First_Name, Last_Name, Phone, Email, and Hire_Date, as each
technician has a unique identifier.

DDL Scripts after Normalization:

CREATE TABLE Customer (
Customer_ID INT PRIMARY KEY,
First_Name VARCHAR(255),
Last_Name VARCHAR(255),

Email VARCHAR(255),
Phone VARCHAR(15),
Subscription_Date DATE
);
CREATE TABLE Customer_Address (

Address_ID INT PRIMARY KEY,

Customer_ID INT,
Street VARCHAR(255),
City VARCHAR(100),
State VARCHAR(50),

Zip_Code VARCHAR(20),
FOREIGN KEY (Customer_ID) REFERENCES Customer(Customer_ID)
);
CREATE TABLE Package (
Package_ID INT PRIMARY KEY,

Package_Name VARCHAR(50),
Description TEXT
);
CREATE TABLE Subscription (

Subscription_ID INT PRIMARY KEY,

Customer_ID INT,
 Package_ID INT,
Subscription_Start_Date DATE,
Subscription_End_Date DATE,

Monthly_Fee DECIMAL(10, 2),

FOREIGN KEY (Customer_ID) REFERENCES Customer(Customer_ID),
FOREIGN KEY (Package_ID) REFERENCES Package(Package_ID)
);
CREATE TABLE Service_Type (

Service_Type_ID INT PRIMARY KEY,

Service_Type_Name VARCHAR(50)
);
CREATE TABLE Cable_Service (
Service_ID INT PRIMARY KEY,

Service_Type_ID INT,
Description TEXT,
Cost DECIMAL(10, 2),
FOREIGN KEY (Service_Type_ID) REFERENCES Service_Type(Service_Type_ID)
);

CREATE TABLE Model (

Model_ID INT PRIMARY KEY,
Model_Name VARCHAR(100)
);
CREATE TABLE Cable_Box (

Box_ID INT PRIMARY KEY,

Customer_ID INT,
Model_ID INT,
Serial_Number VARCHAR(255),
Installation_Date DATE,
FOREIGN KEY (Customer_ID) REFERENCES Customer(Customer_ID),
 FOREIGN KEY (Model_ID) REFERENCES Model(Model_ID)
);
CREATE TABLE Payment_Method (

Payment_Method_ID INT PRIMARY KEY,

Method_Name VARCHAR(50)
);
CREATE TABLE Payment (
Payment_ID INT PRIMARY KEY,

Customer_ID INT,
Amount DECIMAL(10, 2),
Payment_Date DATE,
Payment_Method_ID INT,
FOREIGN KEY (Customer_ID) REFERENCES Customer(Customer_ID),

FOREIGN KEY (Payment_Method_ID) REFERENCES

Payment_Method(Payment_Method_ID)

);
CREATE TABLE Technician (
Technician_ID INT PRIMARY KEY,
First_Name VARCHAR(255),
Last_Name VARCHAR(255),

Phone VARCHAR(15),
Email VARCHAR(255),
Hire_Date DATE
);

FINAL EER: