About This Document
Issue 8.0 July 2002
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â– Writes technical bulletins
â– Provides technical assistance to installers
NARTAC personnel are supported by the Lucent Technologies Customer
Technical Support (CTS) organization.
CTS services
The CTS organization provides quality product support services and regards the
customer as its highest priority. The CTS organization maintains direct contact
with development and manufacturing organizations of Lucent Technologies to
assure prompt resolution of all customer assistance requests.
The CTS organization provides the following technical support services:
â– Manages customer assistance requests
â– Supports first service applications (FSAs), customer lab evaluations
(CLEs), and initial customer applications (ICAs)
â– Develops software release descriptions, installation manuals, engineering
change procedures (ECPs), method of procedures (MOPs), modification
implementation procedures (MIPs)
â– Provides installation and NARTAC training
A technical support platform
The CTS organization provides an online system, the Customer Assistance
Request Entry System (CARES), to track all customer assistance requests. The
CTS CARES communicates details about assistance requests, product bulletins,
and other critical information to customer sites. To access this site, customers will
need a Customer Web Access login. To inquire about obtaining a CTS CARES
Customer Web Access login, please visit us at http://www.lucent.com/support.
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