Maintenance services
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This section describes the maintenance services available to support 1643 AM / 1643
AMS.
Description
Maintenance Services is composed of three primary services to support your
maintenance needs. The services are
• Remote Technical Support Service (RTS)
• On-site Technical Support Service (OTS)
• Repair and Exchange Services (RES)
Remote Technical Support Service (RTS)
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:
• enable trouble tracking, resolution, and restoration
• 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 —
• Premium RTS: 24 hours a day, 7 days a week (24 × 7)
• 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.
Product support
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8-6
Alcatel-Lucent - Proprietary
See notice on first page
365-312-801R7.2
Issue 3, May 2007
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