ssful deployment in line with customer expectations. In organizations where a network service team exists, they have the following responsibilities: Interacting with the network design team, or the team that would have engineered the network (in accordance with principles laid out in Chapter 1), to ensure they understand the network Setting up and run the network monitoring centers on a service basis Performing first-level analysis on any outage reported by the customer on the network Analyzing and assessing the root cause and taking the necessary actions to ensure services offered by the network are not diminished Escalating to a customer support team for issues they are not able to handle by raising an incidence report and collecting enough information and adding their own analysis to the customer incidence ticket There should be a customer support team of experts who are the first response team to manage issues reported by customer. Their responsibilities would include: Being trained experts in the product and the domain Understanding first-level issues and what is going wrong at the customer set up Collecting enough information about the issue and being able to ask further questions to understand what is happening with the network Solving the issue for the customer or propose a workaround within approved SLA Escalating the incident to product engineering to be able to get a solution if they are unable to find one There should be a critical response team to handle scenarios in which certain unplanned events may have occurred that have put performance of the network under critically unacceptable levels. These situations include, but are not restricted to: A natural disaster or a manmade event (war scenarios) that may have materialized to severely impact operability of the network Attacks on security of the network that may have created critical vulnerabilities to compromise security of the network Such situations require deployment of a critical response team, which would be tuned to handle the situation in the