Nortel Meridian 1 General Maintenance Information page 64

Page 64 of 72 Technical assistance service
Table 9
Service affecting and non-service affecting systems
Service Affecting: system is operational, but critical functionality is being impacted.
Customer's key business elements are functioning, but severe impact to the operation is
occurring. This classification reflects the customer's needs and is set by the COAMS or
distributor's authorized caller at the time the CSR is opened.
Non Service Affecting: Problems experienced have no, or isolated affect on majority of users.
Customer's key business elements are functioning without impact. Some isolated service
impact is noticed by some system end users. This classification also reflects the customer's
needs and is set by the COAMS or distributor's authorized caller at the time the CSR is opened.
• CTS will provide assistance for emergency problems 24 hours a day, 7 days a week.
• CTS will provide assistance for service-affecting and non-service affecting problems
only during regular business hours.
553-3001-500 Standard 15.00
• Descriptions of Service-Affecting requests are listed in Table 9 on
page 64. Equipment for which these requests are intended are operable
but are missing critical functionality.
• Non-Service Affecting requests, also shown in Table 9, list
customer-manageable problems or problems that could be resolved at the
distributor level.
Except as excluded by the provisions of warranty or other agreements with
Nortel Networks, a fee for technical assistance may be charged, at rates
established by Nortel Networks. Information on rates and conditions for
services are available through Nortel Networks representatives.
Collect the information listed in Table 10 on page 65 before you call for
service
.
January 2002