Nortel Meridian 1 General Maintenance Information page 65

Table 10
Checklist for service requests
Name of person requesting service
Company represented
Telephone number
System option number/identification
System serial number
Installed software generic and issue (located on data disk)
Modem telephone number and password (if applicable)
Request classification (see Tables 8 and 9)
Description of assistance required
Table 8
Emergency requests to CTS
Emergency - System is down or, essentially, is operable. Restoration of basic functionality to
pre-incident condition is a top priority. Support is offered 24 hour, 7 days a week. response is
within 30 minutes and resolution continues until emergency condition is cleared. applies to full
commissioned, functioning switches and any of the following:
• System ceased call processing
• System degradation such that 10% or 100 or more voice or data lines are not
processing calls
• Loss of auxiliary processor (Meridian MAX, Meridian MAIL, Meridian CCR, Meridian
LINK, Symposium CCS)
• Stand-by CPU out of service
• Two or more system-initiated sysloads per day
• Two or more system initiated initializations per day
• Tape or disk drive failure
• Potential system degradation or outage
• Loss of critical trunk group
• Slow dial tone (8 seconds or more)
• Customer declares critical functionality - see Raised Priority in this section
Technical assistance service
Meridian 1 General Maintenance Information
Page 65 of 72