On-site Technical Support (OTS)
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.
Repair and Exchange Services (RES)
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.
Contact
For maintenance service contact information please refer to “Technical support”
(p. 8-8).
Product support
Maintenance services
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365-312-801R7.2
Issue 3, May 2007
Alcatel-Lucent - Proprietary
See notice on first page
8-7
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