Customer Service Offerings

Telco Systems is committed to delivering supreme support services, professional services and training assistance. The company's multi-level service offerings enable you to opt for the service suite most suitable for your network and business needs so that you can successfully apply and manage Telco Systems' networking solutions.

Telco Systems service offerings provide TAC support, software updates and various levels of hardware repair and replacement. The company's offerings are detailed below:

TAC-S: Technical Assistance & SW Upgrades Customers may choose to purchase TAC-S based on their preferred support coverage time: 9 X 5 (GMT +2 time zone) standard working hours 24 x 7 for critical support TAC-S included phone, web/email access to Telco Systems' support system for opening a new support tickets, tracking and updating existing tickets. Access to Telco Systems' support site for downloading software version upgrades, software updates (patches) and product documentation. Configuration assistance and troubleshooting of Telco Systems’ devices.

Silver: Support Package 9 X 5 (GMT+2 time zone) standard working hours, phone, web/email access to Telco Systems' support system for opening a new support call, tracking and updating existing calls. Access to Telco Systems' support site for downloading software version upgrades, software updates (patches) and product documentation. Configuration assistance and troubleshooting of Telco Systems’ devices. Telco Systems' RMA for hardware repair

Gold: Support Package 24 x 7 telephone/web/email support for opening a new support call, tracking and updating existing calls, based on customized SLA Access to Telco Systems' support site for downloading software version upgrades, software updates (patches) and documentation. Configuration assistance and troubleshooting of Telco Systems' devices. Telco Systems' RMA for hardware repair.

Lifecycle Support Program

Telco Systems’ Professional Services offers an extensive and customizable Lifecycle Support Program to address the network engineering and deployment requirements from the customer premise to the provider edge. Our team of Ethernet and MPLS experts has a deep understanding of not only Telco Systems’ field-proven Ethernet solutions, but also specific technologies, protocols and standards. The Lifecycle Support Program provides a range of services for network planning and design, provisioning, monitoring, management and optimization.

The Lifecycle Support Program eases the deployment of new Ethernet services, reduces the time to market, and minimizes training requirements of personnel, while you continue to focus on your core business.

Our Lifecycle Support Program can be customized to fit your specific needs and includes the following:

• Network Design and Planning
  
• Training and Certification
  
• Initial Installation and Turn-Up
  
• Network Analysis and Optimization
  

Network Design and Planning

This service will provide you with a Telco Systems expert who will analyze the customer requirements, both current and future. A detailed network diagram, and report will be provided addressing the following planning aspects: type of traffic, service, SLA, configurations, and description of the features and services in the suggested solution.

• Network resiliency/protection
  
• QoS & SLA scheme
  
• Service creation
  
• Resource management
  
• Addressing scheme
  
• Clock Synchronization
  

Training and Certification

Technical training combines frontal and practical hands-on sessions for Telco Systems products and can be held at your facility or at a Telco Systems facility.

Training agenda may be customized based on your specific requirements, focusing on the following technologies:

• EdgeGenie Service Management Platform
  
• OAM – benefits, configurations and implementation
  
• Synchronization - configurations and implementation
  
• Multiservice evolution – traffic engineering (QoS and H-QoS parameters, ACL)
  
• MPLS (VPLS, H-VPLS, VPWS) – benefits, configurations and network implementation
  
• Troubleshooting techniques - tips & tricks for Telco Systems products
  

Initial Installation and Turn-up

This service will provide you with a Telco Systems installation expert on-site to assist with the first time installation and turn-up of your network. This is a tailor-made service that can be defined to meet your specific requirements.

It may include, but is not limited to:

• Customized configuration templates for each Telco Systems device. These templates will enable a quick deployment and simplify the creation of CLI scripts
  
• EdgeGenie Service Management Expert will assist with the installation, deployment, planning and execution of the system. This may also include the customization of EdgeGenie to address specific needs.
  

Network Analysis and Optimization

An on-site Telco Systems network expert will periodically review, analyze and fine-tune the deployed Telco Systems devices. This will include an analysis of the current configuration and set up, and a detailed report specifying points of improvement and optimization based upon configuration, services and topology. In addition, this service may address network scaling and evolution of products and solutions in the network including re-commissioning current products, assisting in upgrading current products, or adding new ones.

Support Packages Stipulations:

1. Warranty period starts on shipment day and last 1 year for RMA. Please see RMA policy on Telco Systems' support web site.
2. The annual support packages apply to specific equipment types, i.e. all T-Metro 7224 models; all TMC-3x0. Customers can not order support for partial quantities purchased of the same product.
3. As pre-requisites for all services, Telco Systems requires that the customer run the latest software version or at most one version prior to the last one.

Problem severity and response time

Telco Systems defines three classifications of requests for information or assistance. In order to classify a request, Telco Systems' technical support personnel will confirm with the Customer the impact of the Reported Problem to determine an appropriate classification. Where parties disagree on the classification of a particular Reported Problem, the Customer and Telco Systems' technical support will undertake to discuss the problem with intent to reach a mutually acceptable classification.

Critical: Conditions that severely affect service, capacity/traffic, billing and maintenance capabilities and require immediate corrective action, as viewed by a customer upon discussion with Telco Systems' Professional Services team. For example:

• A loss of service that is comparable to the total loss of the effective functional capability of an entire switching or transport system
  
• A reduction in the capacity or traffic handling capability such that expected loads cannot be handled
  
• Any loss of safety or emergency capability (e.g., 911 calls)
  

Major: Conditions that seriously affect system operation, maintenance and administration, and require immediate attention as viewed by the customer upon discussion with Telco Systems' Professional Services team. The urgency is less than in critical situations because of a lesser immediate or impending effect on system performance, customers and the customer’s operation and revenue. For example:

• Reduction in any capacity/traffic measurement function
  
• Any loss of functional visibility and/or diagnostic capability
  
• Degradation of the system’s ability to provide any required critical or major trouble notification
  

Minor: Conditions that do not significantly impair the function of the system. Problems that do not significantly impair the functioning of the system and do not significantly affect service to customers. These problems are not traffic affecting. Engineering complaints are minor unless negotiated with the customer.

Detailed Key Performance Indicators for Remote Maintenance Packages

Service Modules	TAC Problem Classes			Silver Problem Classes			Gold Problem Classes
Service Request Classification	critical	major	minor	critical	major	minor	critical	major	minor
Remote support engineer Call-back Time	16H	2WD	3WD	8H	16H	32H	4H	8H	16H
Remote Neutralization problem Time	2WD	5WD	30WD	1WD	2WD	3WD	16H	1WD	2WD
Progress Update	daily	daily	1WD	daily	daily	1WD	daily	daily	1WD
Final Solution Available	NA*	30WD	90WD	NA*	30WD	90WD	NA*	30WD	90WD

Key Performance Indicators

• Call back time is the time from when the customer notifies Telco Systems of the problem by opening an issue on Telco Systems' support system, to when Telco Systems aims to provide initial response to the customer.
  
• Neutralization problem time is the time from when Telco Systems makes the initial response to the customer to when Telco Systems aims to provide a workaround fix (patch, configuration). Critical problems once neutralized shell be reclassified as Major or Minor for problem resolution targets.
  
• Progress time is the time from when Telco Systems makes the initial response to the customer to when Telco Systems aims to provide an update on the reported issue.
  
• Final solution is the time from when the customer notifies Telco Systems of the problem to when the customer is provided with an official fix such as Maintenance load or Major Release.

Table Legend

CD=Calendar day
WD=Working day
RE= Reasonable effort
NA*= Not Applicable for critical problem since upon delivery of workaround, critical problems are reduced to Major.

Customer Responsibilities

Customers are requested to provide the following information when requesting service through Telco Systems' support system:

• Company Name
  
• Contact Name
  
• Contact Number(s)
  
• Site Address
  
• Equipment name, model and Serial Number
  
• Software Release
  
• Brief problem description
  
• Customer internal reference number, if applicable
  
• The Customer will provide 1st & 2nd Level Support activities prior to contacting Telco Systems' support. 1st Level Support means trained engineers verifying the following process:
  
  
  • The product has been installed in accordance with Telco Systems' installation specifications
    
  • The desired application is supported by the product
    
  • Telco Systems' configuration options have been reviewed prior to calling
    
  • Initial troubleshooting and problem analysis has been performed and all information is available for Telco Systems' PS review.
  
  
• The Customer shall provide remote access via an appropriate modem, telephone lines and authorized access to allow Telco Systems to perform this service. Should this be denied, problem diagnosis may be delayed or prevented, and could also impact problem resolution time targets.
  
• It is recommended that the Customer maintain adequate spares and test equipment for the supported Products.
  
• If onsite paid support is agreed, the Customer will provide Telco Systems staff with a suitable work environment and authorised access to the respective site, equipment and necessary information.
  
• The Customer must have purchased a license for the software to which the Maintenance Release is being applied.
  
• The Customer must designate a contact and agree on the delivery method for the software and documentation.

If you are interested in further customer service information please use the following link: support-admin@batm.co.il