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Hardware Manual
Phone:
+33 3 89 33 54 00
TAC Regional Support Office Hours:
8:00 a.m. through 7:00 p.m. (GMT), Monday through Friday, excluding holidays
Asia
India
Phone:
+91 124 436 8552 or +91 124 436 8553
TAC Regional Support Office Hours:
10:00 a.m. through 7:00 p.m. (GMT plus 5 1/2 hours), Monday through Saturday, excluding
holidays
Singapore
Phone:
+65 6796 2288
TAC Regional Support Office Hours:
9:00 a.m. through 6:00 p.m. (GMT plus 8 hours), Monday through Friday, excluding holidays
Problem Report (PR)
The assigned Technical Support engineer opens a problem report (PR) using problem criteria as
defined in "TL-9000 Quality System Metrics (Book Two, Release 3.0" and the following sections.
Critical
Critical problems severely affect service, capacity/traffic, billing, and maintenance capabilities
and requires immediate corrective action, regardless of time of day or day of the week, as viewed
by a customer upon discussion with the supplier. For example:
A loss of service that is comparable to the total loss of effective functional capacity of an entire
switching or transport system.
A reduction in capacity or traffic handling capacity such that expected loads cannot be handled.
Any loss of safety or emergency capability (for example, 911 calls).
Major
Major problems cause conditions that seriously affect system operations, maintenance, and
administration, etc., and require immediate attention as viewed by the customer upon discussion
with the supplier. The urgency is less than in a critical situations because of a lesser immediate or
impending effect on system performance, customer, and the customer's operation and review.
For example:
Reduction in any capacity/traffic measurement function
Any loss of functional visibility and/or diagnostic capability
910-2969-001 Revision K, June 2009
About This Manual
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