Process and Lead Time for Implementing Dedicated Internet Access (DIA) Service in Malaysia

Unlike broadband, the process of getting Dedicated Internet Access (DIA) is indeed more complicated and time-consuming due to several key factors that differentiate it from standard broadband services.

Here’s an in-depth look at the typical processes for a non Ready for Service (RFS) site for DIA :

1. Initial Consultation and Requirement Gathering

What Happens:

• Specific service locations are identified, and the scope of work is discussed.
• The customer contacts the DIA service provider (such as DACS Network Solutions) to discuss internet needs. These may include bandwidth, the number of users, required security, redundancy, and specific service locations.
• The service provider explains the benefits of DIA over traditional broadband, highlighting dedicated bandwidth, low latency, guaranteed uptime via a Service Level Agreement (SLA), and better security.

Lead Time: 1-3 days.

2. Quotation, Proposal, and Contract Signing

What Happens:

• After the feasibility study and completion of plan preparation (if required), the service provider prepares a quotation or proposal for the customer. The quotation includes:
  • Installation costs: Covering expenses for new fiber deployment, necessary equipment, and other infrastructure work.
  • Monthly recurring costs: Based on the bandwidth and other features requested.
  • Service Level Agreement (SLA): A formal document outlining the guaranteed uptime, response time for maintenance or repairs, and other key performance metrics.
• The customer reviews the quotation and SLA, negotiates any adjustments, and then signs a contract to proceed.

Lead Time: 1-2 weeks.

3. Site Survey and Feasibility Study

What Happens:

• A site survey is conducted by the service provider to assess the viability of installing a dedicated fiber line. This involves:
  • Checking if existing fiber infrastructure is close to the customer’s premises.
  • Assessing the distance from the nearest Point of Presence (PoP) (the closest network access point where the fiber can connect to the provider’s core network).
  • Evaluating physical obstacles, existing conduits, and access routes for running new cables if required.
• Based on the survey, a feasibility study is prepared, which determines the technical requirements and installation methods, including whether new infrastructure is needed or if existing infrastructure can be used.

Lead Time: 1-2 weeks.

4. Plan Preparation for Local Council Approval

What Happens:

• If the site survey determines that new fiber cables need to be installed, especially in public spaces (e.g., streets, sidewalks, or public land), the service provider (telco) must prepare a detailed infrastructure plan for approval from the local council or authority. The key steps in this process include:
  • Preparation of Detailed Plans: The telco’s engineering team drafts detailed plans showing the proposed path of the fiber cables, including trenching routes, locations of utility poles, or underground ducts that will be used. The plans must specify:
    • Exact locations for fiber deployment.
    • Methods of cable installation (trenching, overhead cabling, or using existing ducts).
    • Safety measures to minimize disruption to public infrastructure and roadways.
  • Right of Way (RoW) Applications: The telco applies for Right of Way (RoW) permissions from the local council or government bodies that manage public land or roads. The RoW approval is critical when fiber cables need to cross roads, pavements, or public utilities.
  • Coordination with Other Utilities: The telco may need to coordinate with other utilities (water, electricity, gas) to ensure the installation does not interfere with existing underground infrastructure.
  • Submission to Local Authorities: The infrastructure plan is submitted to the local council along with any other documentation required, such as environmental impact assessments (if applicable).
  • Approval Process: Local authorities review the submitted plans. They may request revisions or additional information, and inspections may be conducted to ensure compliance with local regulations.

Lead Time: 2-8 weeks (depending on local council processing times and the complexity of the project).

5. Permits and Final Approvals from Local Authorities

What Happens:

• After the local council approves the initial infrastructure plan (submitted during Step 3), the telco may need to obtain additional permits for the construction phase, especially if the project involves:
  • Trenching or excavation in public roads or sidewalks.
  • Crossing utility lines or other public infrastructure.
  • Building Access Permits: If the installation is happening within a commercial or residential building, additional approval may be required from building management or property owners.
• Utility Coordination: Additional coordination with local utility companies may be needed to ensure that fiber installation does not interfere with their services.

Lead Time: 2-6 weeks (depending on authority and complexity).

6. Fiber and Equipment Installation

What Happens:

• With permits and approvals in place, the service provider begins the physical installation of fiber and networking equipment:
  • Laying Fiber Cables: This may involve trenching to lay underground fiber or installing aerial cables on utility poles. If existing ducts are available, the fiber is pulled through these conduits.
  • Customer Premises Equipment (CPE): At the customer’s location, routers, switches, and other termination equipment are installed to ensure a smooth connection.
• If the infrastructure already exists and only minor modifications are needed, the process is faster. However, for new fiber installation, this step can take longer.

Lead Time: 2-4 weeks.

7. Testing and Ready for Service (RFS)

What Happens:

• After installation, extensive network testing is conducted to ensure that the service meets the promised performance outlined in the SLA. Testing includes:
  • Bandwidth Testing: Verifying that the customer receives the agreed bandwidth (e.g., 100 Mbps, 1 Gbps).
  • Latency and Stability Testing: Ensuring that the connection meets the low latency and high uptime promised.
• After testing, the service is marked as Ready for Service (RFS), meaning the connection is fully operational and ready for the customer to use.

Lead Time: 1 week.

8. Service Activation and Handover

What Happens:

• Once the service is Ready for Service (RFS), the DIA connection is officially activated, and the customer begins using the internet.
• The provider typically conducts a handover session, where they explain the network setup and provide documentation, such as:
  • Instructions for managing the network.
  • Contact details for technical support and escalation procedures.
• Billing starts from the point of activation, according to the terms outlined in the contract.

Lead Time: 1-2 days.

Total Estimated Lead Time for DIA in Malaysia

• Urban Areas (with Existing Fiber Infrastructure): 4-8 weeks.
• Suburban or Rural Areas (with New Fiber Deployment): 8-12 weeks, especially if new permits and approvals are required.

However, there can be exceptional cases where the standard lead time and process for setting up Dedicated Internet Access (DIA) may be expedited like RFS sites, pre-approved areas. Lead Time: 2-4 weeks.

Key Factors Affecting Lead Time:

1. Infrastructure Availability: Locations with existing fiber optic networks can be connected much faster than areas that require new fiber installation.
2. Permit and Approval Delays: In areas requiring new fiber, local council approvals, Right of Way (RoW) permits, and coordination with utilities can extend the lead time significantly.
3. Complexity of Installation: More complex installations that require multiple access points, redundancy, or additional security measures may take longer to configure and test.

By working closely with local authorities and ensuring that the infrastructure plan meets all local regulations, providers like DACS Network Solutions can help expedite the approval process, minimizing delays in deploying DIA services for their customers in Malaysia.