Nortel 1000E Upgrade page 224

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Table 19
Technical services non-emergency classifications
Class Degree of failure
S1 Failure that affects service
S2 Intermittent failure that affects
service
NS Failure that does not affect
service
NN43041-465 Standard 01.04
Appendix B: Technical Assistance service
Except as excluded by the provisions of warranty or other agreements with
Nortel, a fee for technical assistance may be charged, at rates established by
Nortel. Information on rates and conditions for services are available through
Nortel sales representatives.
July 2007
Symptoms
Software or hardware trouble directly and
continuously affecting user's service or customer's
ability to collect revenue.
Problem that will seriously affect service at
in-service or cut-over date.
Software or hardware faults that only intermittently
affect service.
System-related documentation errors that directly
result in or lead to impaired service.
Documentation errors.
Software inconsistencies that do not affect service.
Hardware diagnostic failures (not defined above)
that cannot be corrected by resident skills.
Test equipment failures for which a backup or
manual alternative can be used.
Any questions concerning products.