This section describes the maintenance services available to support 1643 AM/1643 AMS.
Maintenance Services is composed of three primary services to support your maintenance needs. The services are
RTS provides remote technical support and Software Patches and Software Updates, as available, for deployed Alcatel-Lucent network elements to help cost-effectively maximize network availability and performance. With this service, system engineers deliver remote support via phone or modem connection for rapid response, diagnoses, and resolution of system outages and issues.
Support from our expert remote system engineers will:
answer technical product-related questions and specific feature and function questions
help identify and apply available Software Patches and Software Updates on Covered Products.
Single Point of Contact — access to Alcatel-Lucent engineers and information to help identify and resolve technical issues via phone or modem.
Alcatel-Lucent OnLine Customer Support —
web-based tracking and management of Assistance Requests (AR)
self-help services i.e., Knowledge Database, Documentation, E-mail.
Service Options —
Standard RTS: 8 hours a day (8 am – 5 pm Client local time) 5 days per week (8 × 5), Monday - Friday, excluding Alcatel-Lucent holidays.
OTS provides cost-effective support for Alcatel-Lucent products including systems that incorporate select third-party equipment.
OTS Dispatched Technician — Alcatel-Lucent will dispatch a technician to your location to provide on-site assistance. We offer multiple coverage options to meet your needs from same-day dispatch, with 24 × 7 or 8 × 5 response, to next-business-day dispatch, with 8 × 5 response.
OTS Dedicated Technician — a Alcatel-Lucent technician works at your location to perform daily maintenance tasks that keep your system running at peak performance.
OTS Dedicated Engineer — an expert Alcatel-Lucent engineer provides you with customized on-site support and assistance in areas such as maintenance of new equipment, administration of software releases, and support with your administrative processes.
RES provides rapid replacement or repair of your defective hardware, eliminating the need for you to purchase and maintain a costly spares inventory. These services can dramatically reduce investment capital and recurring operating expenses while helping to assure maximum network availability. RES offers
Same Day Advanced Exchange — delivers a replacement part to Customer equipment site within four hours to enable rapid restoration of service to equipment and the ability to return parts to Alcatel-Lucent later. We have established an infrastructure of multi-point, overlapping-coverage field stocking locations and automated electronic process controls that help us approach a 100% on-time delivery track record.
Next Day Advanced Exchange — delivers a replacement part on the very next day, 7 days a week, including holidays. Consider what is at risk when you compare this service to a “business day” program.
Return for Repair — is an economical solution, which allows the Customer to return your field-replaceable parts to Alcatel-Lucent for repair or replacement. Alcatel-Lucent returns them in a very timely manner and without unexpected repair fees.
For maintenance service contact information please refer to Technical support.
Alcatel-Lucent – Proprietary
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