Technical support
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This section describes the technical support available for 1643 AM / 1643 AMS.
Services
1643 AM / 1643 AMS are complemented by a full range of services available to
support planning, maintaining, and operating your system. Applications testing,
network integration, and upgrade/conversion support is also available.
Technical support groups
Technical support is available through
• Local/Regional Customer Support (LCS/RCS)
• Technical Support Service (TSS).
Contacting your LCS/RCS
LCS/RCS personnel troubleshoot field problems 24 hours a day over the phone and on
site (if necessary) based on Alcatel-Lucent Service Contracts:
for Europe, Africa, Asia and the
pacific region (EMEA and
APAC)
International Customer Management Centre (ICMC):
• +353 1 692 4579 (toll number)
• 00 800 00Alcatel-Lucent (toll free number in
most EMEA countries)
For technical assistance, call your Local/Regional Customer Support Team. If the
request cannot be solved by LCS/RCS, it will be escalated to the central Technical
Support Service (TSS) team in Hilversum, Netherlands.
Technical support service
Alcatel-Lucent Technical Support Service (TSS) organization is committed to providing
customers with quality product support services. Each segment of the TSS organization
regards the customer as its highest priority and understands your obligations to
maintain quality services for your customers.
The TSS team maintains direct contact with Alcatel-Lucent manufacturing, Bell
Laboratories development, and other organizations to assure fast resolution of all
assistance requests.
Technical support platform
A global online trouble tracking system is used by all support teams to track customer
assistance requests. The system communicates details about product bulletins,
troubleshooting procedures, and other critical information to customers. All details of a
Product support
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8-8
Alcatel-Lucent - Proprietary
See notice on first page
365-312-801R7.2
Issue 3, May 2007
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