Nortel INM 5.0 User Manual page 9

Issues considered critical include:
• issues that are now having an effect on, or have the potential to
immediately have an effect on, services carried by the managed nodes
• issues causing the loss of network visibility or loss of fault management
functionality to one or more of the managed nodes
Regular technical support
Nortel Networks provides regular technical support for INM customers who
have purchased an optional, value-added service package. Call INM Customer
Care:
• Monday to Friday
• 08:00 to 20:00 hrs
• eastern standard time (EST) or eastern daylight time (EDT)
Use the regular technical support to report and receive help for issues covered
by the product warranty, as described in your purchase agreement with Nortel
Networks.
You can be charged a standard rate for service requests that Nortel Networks
considers to be outside the scope or period covered by the product warranty.
You can purchase extended warranty coverage and additional support services.
These optional, value-added service packages are part of the INM Product
Services suite.
INM Product Services
A full suite of optional, value-added services and service packages is available
for purchase through the INM Product Services suite.
The services include:
• extended product warranty support
• advanced technical support
• installation planning and support
• on-site installation
• technical training
• software upgrades
• extended HP warranty
• network planning and integration consultation
• Network Management System Audits and Performance Reports
Contact your Nortel Networks representative for more information about the
INM Product Services suite.
Network Wide Backup & Restore User Guide 450-3101-031 Rel 1.0 Standard June 1999
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