Alcatel-Lucent MDR-8000 User Manual page 4

Telephone Assistance, Normal Working Hours (CST 8am 5pm M-F)
TAC supports all Alcatel North America Microwave products. This includes routine questions and
emergency service.
Telephone Assistance, Emergency After-Hours
• Defined as loss of traffic, standby equipment, or network visibility on traffic-bearing systems.
• Available through our Customer Service Agents (CSA).
Contact Information Ask the Customer Service Agent (CSA) for a Microwave (MW) or a Network
Management Service engineer (NMS).
Creating a TAC Action Request (AR)
Please provide the following information to the Customer Service Agent (CSA):
• Last and First name
• Company name
• Telephone number
• City and state (Street address if applicable) or Site Name and Location
• Equipment type
• A brief description of the problem affecting their equipment
• Customer Priority: High, Medium, or Low.
• TL-9000 Severity as described below.
Critical
Major
Minor
TAC
Technical Assistance Center
TL-9000 Severities Defined
Problems severely affecting service, traffic, capacity, or network
management. They require immediate corrective action . (Ex.
Loss of network management capability, loss of traffic imminent
or existing).
Conditions seriously affecting system operation. They require
immediate attention . (Ex. processor outage, loss of standby
equipment, loss of remote access, or network managers).
Problems not classified as critical or major.