Choose our support services for anytime technical assistance and an evolution pathway to keep your system running at optimal efficiency and performance.

Once you've selected our products, we want to keep your communications ecosystem performing as well as it did the day you installed it - from now into the future. Alcatel-Lucent Communications Software Support Services come in different packages that include essential software maintenance as well as proactive software upgrades.

Technical assistance, security and application upgrades ensure your system runs to the highest standards and with optimal efficiency. Strict service level agreements (SLAs) establish an excellent level of service from ALE's response team, delivered anytime, anywhere.

Highlights

Get technical support whenever you need it

Maintain and upgrade your software on a subscription basis

Access documentation, release notes and help online

Features

All:

Technical assistance 24x7 online, via phone, email or fax (in English)
Problem diagnosis and software updates (dynamic patches & maintenance releases)
Documentation and release notes
Access to the ALE Online Technical Resource Center

Software Assurance for OXO Connect (for SMB):

Support coverage during the release lifecyle

SPS/ SES (for NA):

Free and unlimited access to release evolutions (minor and major)
Support coverage during the whole contract validity period (see documentation for details on SLAs)

Benefits

Risk mitigation

ALE and Partners take on full support accountability for your business-critical solutions.

Lower vulnerability

Improve system stability and reduce lifetime deterioration with solutions on latest releases without additional costs.

Time-saving

Focus on business processes and strategic innovation rather than on maintenance.

Predictable IT costs

A simple payment model: single annual payment and fixed operating expense (OPEX) for upgrades.

Documents

Solution Premier Service (SPS): Provides complete protection to ensure OmniPCX Enterprise or OpenTouch systems and applications are always running at optimal capacity.

Software Assurance for SMB: Covers Office communication solutions (OXO Connect family) and offers technical support, software patches, maintenance releases and 24x7x365 remote technical assistance in four languages.

Specific Application Support (SAS): Offers software support for specific developments.

North America: North American OmniPCX Enterprise and OpenTouch systems and applications are covered by SMS and SES, delivered through our certified partners who have unlimited access to our world-class Alcatel-Lucent Customer Care and Professional Services teams.

Software Maintenance Service (SMS) for NA: Offers technical support, software patches and maintenance releases, 24x7x365 remote technical assistance in four languages.

Software Evolution Service (SES) for NA: Extends the SMS offering to include immediate access to all major product enhancements and minor software releases. With SES, your communications applications and systems continuously evolve in line with our product releases to maintain system stability.

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