99% SLA for CPE Installation and Recovery Across North America

Tata Communications partnered with TECEZE to execute a large-scale Customer Premises Equipment (CPE) installation and recovery programme across North America. The two-year initiative covered the installation of more than 650 new devices and the recovery of over 400 existing units across five countries, achieving 99% SLA fulfilment while improving network capacity and supporting sustainable equipment reuse.

About the Client

Tata Communications is a global digital infrastructure provider supporting connectivity and technology services for enterprises worldwide. For this programme, the client required a coordinated approach to deploy new CPE equipment while recovering existing devices across a geographically distributed North American operation.

At a glance

Industry
Digital Infrastructure & Telecommunications
Headquarters
North America — 5 countries
Products & services
CPE Installation & Recovery — Teceze with Tata Communications, 2-year contract, Cisco and ADVA equipment, 99% SLA fulfilment
Challenge
Installing and recovering CPE devices across 5 North American countries while consistently meeting a 99% SLA fulfilment target

Success highlights

  • 99% SLA fulfilment
  • 650+ new CPE devices installed
  • 400+ existing devices recovered
  • 5 countries across North American operations supported

The challenge

Corporate meeting

Managing Large-Scale CPE Deployment and Recovery Across Multiple Countries

The constraint: Simultaneous install and recovery at scale, 5-country coordination, consistent execution against a 99% SLA target

The programme involved installing more than 650 new CPE devices while recovering over 400 existing pieces of equipment across five countries. Coordinating these activities required precise logistics, technical planning and consistent execution across geographically distributed locations, with install and recovery workstreams running in parallel rather than as separate, sequential projects — a scheduling and resourcing challenge that grew more complex as volume scaled across borders.

Working with Cisco and ADVA equipment across five North American countries meant every install and recovery had to follow consistent technical standards regardless of location, while still meeting the operational realities of each site. A 99% SLA fulfilment target left little margin for coordination gaps between installation crews, recovery logistics, and equipment tracking. The organization needed a delivery partner capable of executing high-volume CPE installation and recovery simultaneously across a multi-country footprint while consistently meeting a 99% SLA commitment.

Our approach

A Coordinated Model for CPE Installation, Recovery and Logistics

TECEZE implemented a structured delivery approach covering planning, site assessment, installation, recovery and ongoing performance monitoring. A detailed project plan sequenced installation and recovery activities according to the requirements of each location, helping maintain consistency across a programme spanning five North American countries. Initial site surveys and infrastructure assessments established installation requirements and prepared each location for efficient deployment before crews arrived on site. Technical expertise across Cisco and ADVA equipment supported the installation, testing and recovery of CPE devices while maintaining the required operational standards throughout the two-year programme. More than 650 new devices were installed, tested and brought into service, expanding network capacity and supporting improved network performance, while more than 400 existing devices were carefully decommissioned and recovered, with the recovery process focused on responsible handling, recycling and potential reuse. Logistics activities were coordinated across multiple countries to ensure equipment reached the required locations on schedule and recovered assets were transported securely for further processing, with programme performance monitored throughout execution to allow operational adjustments as required.

From challenge to transformation, the solution included:

Strategic Planning and Site Assessment

Detailed project planning sequencing installation and recovery activities by location, with initial site surveys establishing requirements and preparing sites for deployment.

Experienced OEM Support

Technical expertise across Cisco and ADVA equipment supporting installation, testing and recovery of CPE devices while maintaining required operational standards.

New CPE Installation

More than 650 new devices installed, tested and brought into service, expanding network capacity and supporting improved network performance.

Existing Equipment Recovery and Logistics

More than 400 existing devices carefully decommissioned and recovered, with logistics coordinated across countries for secure, on-schedule transport.

Governance and Reporting Cadence

Operational transparency and stakeholder alignment are critical to program success. A layered governance model keeps programme performance and SLA fulfilment visible:

Cadence Forum Focus
Weekly Installation & Recovery Review Devices installed and recovered by country, scheduling adherence, on-site issues
Monthly SLA Performance Review SLA fulfilment against the 99% target, equipment logistics status, recovery volumes
Quarterly Programme Governance Call Cross-country performance trends, OEM coordination, Tata Communications stakeholder alignment
As Needed Escalation Forum Site access issues, equipment delays, recovery exceptions
The Results

Proven results at scale

650+New CPE Installed
400+Devices Recovered
99%SLA Fulfilment
650+New CPE devices installed and brought into service
400+Existing CPE devices recovered, with a focus on recycling and reuse
99%SLA fulfilment across the 2-year programme

What the client says

“The success of this extensive CPE project across North America not only demonstrates our commitment to enhancing digital infrastructure but also showcases our ability to execute complex projects with high efficiency and minimal customer disruption.”

— Senior Executive, Tata Communications

Delivery partnership

How Teceze Executes on This Engagement

TECEZE supported Tata Communications as the specialist delivery partner for the CPE installation and recovery programme. The engagement covered project coordination, site assessment, new equipment installation, testing, existing equipment recovery, logistics and continuous performance monitoring across the multi-country programme.

Looking ahead

Building a Repeatable Model for Scalable CPE Operations

The programme established a structured framework for managing future CPE deployment and recovery requirements across geographically distributed environments. The combination of coordinated planning, technical expertise, controlled logistics and responsible asset recovery provides a scalable approach for supporting network expansion while improving equipment lifecycle management and operational efficiency.

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