Professional Services Portfolio

Transcription

1 Professional Services Portfolio Providing the service options and dedicated personnel that allow you to maximize your networking investment. Optelian designs and manufactures packet optical networking solutions that conform to the highest quality standards. Our customers experience high reliability and availability across their networks. Optelian s professional services and technical support portfolio complements the networking solutions by providing a broad suite of network planning, engineering, installation, training and maintenance. We deliver end-to-end services using our in-depth expertise and our own in-house project management, giving our customers a seamless experience and peace of mind.

2 Professional services overview Our professional services and technical support teams cover the complete range of customer requirements: Network Consultation Engineering Training Maintenance Electrical and physical installation Fiber interconnections and routing Network and module configuration Detailed site surveys Full commissioning and testing Network design - Logical network diagrams - Bill of materials - Optical link analysis Factory acceptance testing Optelian product training Design training Troubleshooting and maintenance training Technical support and problem resolution DWDM optical power balancing Software and firmware upgrades Preventive maintenance These services are flexible and customizable. Optelian works closely with each customer to understand their unique technical and operational needs. Our team brings the necessary elements together, resulting in flawless planning, implementation, turn-up and operation. We strive to be the best-in-class service organization in order to surpass our customers expectations. Optelian engineering and network consultation services Optelian s engineering services cover key aspects of planning, design, site preparation, installation and turn-up. Customers also have the choice to assign the responsibility of project management and implementation to Optelian, from design to turn-up and all tasks in between. These services are highly flexible and tailored to customer needs. Design and consultation services are structured on a per-project basis to best suit custom requirements. Optelian collaborates with customers to develop an engineering services proposal covering project definition, scope, scale of activity, timeline and budget. It can be as comprehensive or as focused as required. No project is too large, or too small. Examples of engineering services include: Comprehensive network design with detailed per-site network diagrams Global and per-site bill of materials for Optelian and Optelian-related products Analysis of optical links and fiber characteristics based on customer-provided test information Site survey details and drawings, identifying Optelian products and related non-optelian infrastructure, both existing and required Examples of network consultation services include: Any combination of local or remote dedicated technical assistance, for installation and commissioning undertaken by the customer Optelian installation services for Optelian networking equipment in a new or existing application Optelian upgrade services for adds/moves/changes to an existing Optelian network Optelian test and turn-up services for a new network or a new site Optelian Professional Services Portfolio 2

3 Optelian also provides factory acceptance testing, whereby networking equipment in the customer s configuration is assembled and tested at the factory prior to shipping. Once testing is complete, the equipment is packaged and shipped pre-configured. This gives our customers the assurance that the equipment can be installed, turned up and put into service quickly and efficiently with no surprises. Benefits of Optelian engineering and consultation Network operators rely on Optelian engineering and consultation services to: Minimize costs Reduce risk Meet or beat Service Level Agreements (SLA) schedule Allow network operators to schedule in-service dates with confidence Our fully customizable services complement customer resources for worry-free planning and execution. Optelian customer technical support services Optelian s network reliability and ease-of-use is what our customers truly appreciate. However, when problems do occur, it is the response time of our Customer Technical Support (CTS) organization, whose expertise, dedication, and reputation for timely problem resolution, that cements our long-term relationships. Our CTS team is focused on accuracy, speed and effectiveness. We understand the network operator s environment and urgency. All team members are Optelian employees with extensive training and hands-on experience with system deployments worldwide in both large and small networks. Our work in the field has enhanced our knowledge of operating practices in a wide range of networking technologies, resulting in shorter troubleshooting and resolution times. Optelian customer technical support services and maintenance packages Optelian provides a range of customer technical support services that extend beyond the basic product warranty, such as: 24x7x365 technical support phone service Problem resolution times according to severity Out-of-warranty repair service Software maintenance services Advanced hardware replacement Sparing service On-site support Optelian Professional Services Portfolio 3

4 Service plans can be tailored to any customer s specific business requirements, and are summarized in the following table: Service Plan Silver Gold Platinum Notes Customer Technical Support Phone 24 x 7 x x 7 x x 7 x 365 Live response Response within 24 hours Critical problem resolution time 24 hours 8 hours 4 hours Uninterrupted activity until workaround or fix On-site Support hours Out-of-Warranty Repair Base fee applies day warranty on repairs Advanced Hardware Replacement - Next business day for in-stock parts See sparing For replacement determination by 13:00 Eastern time Sparing hour delivery Dedicated depots Software Maintenance Updates Updates Updates and installation - Timely response Customers with questions or problems can contact CTS by phone, or through our website. Telephone support is available 24x7 for critical or major network issues, and during regular business hours for minor non-service affecting problems. When a customer calls CTS to report a problem, a CTS expert will start working on the resolution and provide regular status updates within the response times indicated by the subscribed level of service. In addition to scheduled status updates, CTS and the customer may schedule review meetings. On-site support The Platinum plan includes on-site emergency service for any high-priority problem that cannot be resolved remotely. Customers who do not have the Platinum plan can purchase on-site support on a case-by-case basis. Hardware and software support with repair and return After CTS determines that an issue is related to a hardware malfunction, CTS will provide a Return Material Authorization (RMA) number for the faulty hardware. Upon receipt, Optelian will repair or replace, at Optelian s discretion, the defective unit. All support levels receive the same comprehensive software support including updates for bug fixes and new features, for all network element and management products. Customers experiencing a software problem should contact CTS. If a software update for the problem is available, CTS will assist the customer to access and apply the update. If no update is available, we will provide a workaround and escalate the problem internally to develop a solution within committed timeframes. Optelian Professional Services Portfolio 4

5 Benefits of Optelian CTS Uninterrupted high network availability Operational peace of mind Confidence to meet SLAs Improved staff efficiency Optelian would be pleased to discuss your support and services requirements to ensure that our services are tailored to meet your needs. Optelian training services Optelian offers classroom and hands-on training at the customer site to accommodate customer education. This is applicable to new customers as well as existing customers deploying networking or software products, or needing refresher training. In addition, Optelian has two permanent training centers for advanced learning programs: one in Marietta, Georgia and the other in Ottawa, Ontario. As well, customer web portals can be developed to provide customer-specific application notes with detailed information to aid in planning and installing on a per-application basis, complete with ordering information and all relevant user documents. Typical Optelian training consists of a two-day instructor-led hands-on session at the customer site in a classroom environment. Training is highly customizable but is typically delivered in topic modules using student exercises and hands-on practice. Optelian courseware covers product overview, planning, engineering, installation, commissioning, configuration, test and turn-up, operations, maintenance, monitoring and troubleshooting. Benefits of Optelian training Develop the knowledge and skills useful for managing or operating your network Advanced training allows you to be prepared for network operations before turn-up Facilitates planning and network evolution readiness Optelian Professional Services Portfolio 5

6 Optelian professional services order codes Part No. Description Network Consulting Services Optelian Support And Services Silver Plan Optelian Support And Services Silver Plan, 3-year term Optelian Support And Services Silver Plan, 5-year term Optelian Support And Services Gold Plan Optelian Support And Services Gold Plan, 3-year term Optelian Support And Services Gold Plan, 5-year term Optelian Support And Services Platinum Plan Optelian Support And Services Platinum Plan, 3-year term Optelian Support And Services Platinum Plan, 5-year term ONM Annual Maintenance Fee ONM MIBs Annual Maintenance Fee CTS, Hardware Repair - Labour Charge CTS, Hardware Repair - Parts Charge Advanced Hardware Replacement On-Site Technical Support (Per Day) On-Site Technical Support (Per Hour) Telephone Support Optelian Training Services Travel and Living For Trainer On-Site N.A. (1-Day Course/Consulting) Travel and Living For Trainer On-Site N.A. (2-Day Course/Consulting) Travel and Living For Trainer On-Site CALA (1- or 2-Day Course/Consulting) Optelian understands that our customers have unique requirements. Our professional service plans are designed to be tailored for best fit. For additional information, or to discuss how our portfolio can be of value, please contact Optelian or your Optelian account executive. OPTELIAN. ALL RIGHTS RESERVED OPTELIAN-BROC-SERVICES-0814 UNITED STATES 1700 Enterprise Way, SE, Ste. 101 Marietta, GA T: T: CANADA 1 Brewer Hunt Way Ottawa, Ontario K2K 2B5 T: [email protected] optelian.com