Question 1

Why did this link go down, and where is the break?

Accepted Answer

Every ticket carries a fault type and a reason for outage chosen from a fixed list, so a fibre cut is never filed as a vague 'other'. The fault location is held as a real map coordinate, and any OTDR trace uploaded against the ticket is attached to the same record as evidence.

Question 2

How long until service is restored?

Accepted Answer

Each ticket runs against an agreed response window based on its service tier. The remaining time is calculated in the database, not in the browser, so every screen and every report shows the same countdown.

Question 3

Are we about to breach the SLA?

Accepted Answer

Tickets are grouped as within target, due soon, or breached. The moment a ticket crosses a threshold it moves group on the dispatch and field screens without anyone refreshing.

Question 4

Is this the same link that keeps failing?

Accepted Answer

A link that generates repeated tickets within a rolling ninety-day window is flagged as chronic, so recurring damage on the same route becomes visible instead of being handled as a series of unrelated jobs.

Question 5

Why is the repair clock paused?

Accepted Answer

The clock can only be paused against a named reason such as access denied, severe weather, vehicle breakdown, or awaiting escalation approval. Pause and resume are recorded as separate timestamped events, and the paused time is subtracted from the elapsed total.

Question 6

Who is assigned, and are they the right person?

Accepted Answer

Tickets are assigned to a technician, who may belong to an in-house team or a contractor. Reassignment is recorded as its own event, so the full chain of custody for a job survives every handover.

Question 7

Can we prove the technician actually arrived on site?

Accepted Answer

Arrival can be proven by scanning the tag fixed to the asset — tap-to-scan on supported Android phones, or the printed code on every other device — or by a photo captured with location data. The distance between the scan and the asset's recorded position is measured on the server, not on the phone.

Question 8

What happens when a crew has no signal?

Accepted Answer

The field screens work offline. Scans, photos, notes, and status changes are stored on the device first and sent when the connection returns, each carrying a unique key so a retry can never create a duplicate.

Question 9

Does tap-to-scan work on iPhone?

Accepted Answer

Tap-to-scan is only available in Chrome on Android. Every tag is therefore dual-marked: an electronic tag plus a printed code that opens the same screen from any phone camera, so iPhone crews follow an identical workflow.

Question 10

Do we have before and after photos with location proof?

Accepted Answer

Photos attached to a ticket must carry location and capture data. A picture without it is not accepted as evidence, which is what makes the record usable for contractor verification and dispute handling.

Question 11

What counts as evidence?

Accepted Answer

Before photos, after photos, OTDR traces, customer signatures, documents, voice notes, tag scans, and system-generated records are all held against the ticket on one timeline.

Question 12

How do you stop everything being filed as 'other'?

Accepted Answer

Reason for outage comes from a fixed list covering causes such as vandalism, rodents, excavation, fallen poles, road traffic accidents, and power failures. The share of tickets closed as 'other' is itself something supervisors can watch, so a rising figure gets challenged.

Question 13

Was the repair within the loss budget?

Accepted Answer

Each fibre strand carries its expected loss budget and the last measured loss, with the measurement linked back to the evidence file it came from.

Question 14

Can records be edited after the fact?

Accepted Answer

The ticket timeline is append-only. Events and tag scans cannot be edited or deleted, by anyone, including administrators. Corrections are added as new entries, which is what makes the history defensible in a billing dispute.

Question 15

Which cabinet, joint box or strand is this?

Accepted Answer

Assets include cabinets, joint boxes, splitters, distribution frames, poles, manholes, ducts, and line terminals, each with its own position on the map. Strand-level connections record both ends, the port, the fibre colour, and the customer served.

Question 16

How are individual fibres identified?

Accepted Answer

Fibres follow the standard twelve-colour sequence, and the same colour is used on screen as the technician sees in the enclosure.

Question 17

Where is that splice enclosure now?

Accepted Answer

Trackable stock moves through a fixed set of states — in the warehouse, on a truck, allocated to a ticket, installed, returned, lost, or retired — and only permitted moves are accepted. Items are never deleted; they are retired.

Question 18

Can we load our existing network records?

Accepted Answer

Route and asset files can be imported, with a step that lets you map the columns in your file to FiberOps fields before anything is created. Rows that are rejected or dropped as duplicates are recorded with the reason, so nothing disappears silently.

Question 19

What are our repair times by region and contractor?

Accepted Answer

Because every status change is timestamped in the database, average repair time can be broken down by region, contractor, service tier, and fault cause from the same underlying record the field crews created.

Question 20

Which customers were affected, and for how long?

Accepted Answer

Tickets link to the affected link and customer, so outage duration per customer comes from the ticket timeline rather than a separate spreadsheet.

Question 21

Are contractor invoices backed by evidence?

Accepted Answer

Invoices are built from tickets, and each ticket carries its own evidence and materials used. Finance sees the record read-only, so the numbers cannot be adjusted away from the underlying work.

Question 22

Who can see what?

Accepted Answer

Access is enforced in the database, not just hidden in the interface. Contractors see only their own crews' work and cannot conceal their own missed targets, customers see only their own sites and only the finished photos and documents, and finance has read-only access.

Fiber operations FAQ

Outages and repair

Dispatch and field work

Evidence and quality

Assets and inventory

Reporting and billing

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