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

SMS (for SMB):

  • Support coverage during the release lifecyle

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

Software Assurance for MLE and Software Assurance for SMB: Our latest offer applies to all ALE communications solutions, based on a more flexible and modular subscription model and price per user licenses, to meet future ALE Business Partner needs.

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.

Related Services

Communications Integration Services

Enhance your communications solution without disrupting your operations. Our integration services team will be with you every step of the way.

Network Integration Services

Planning a new deployment or upgrade on your network? Don't go it alone. Our integration services team can be with you every step of the way.

Education Services: Training and Certification

Gartner says: trained users cost 20% less to support than untrained users. So start saving and explore our worldwide education and certification programs.

Managed Services

Outsource the management of your communications or network infrastructure and benefit from a dedicated 24/7 service desk, upgrades and more.

Communications Hardware Support Services

Our hardware support services provide technical assistance with your devices, plus an evolution pathway to ensure optimal efficiency and performance.

Communications Software Support Services

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

Network Software Support Services

Get the most out of your network software investment with expert support. Choose our support services for anytime technical assistance, updates and much more.

Network Hardware Support Services

Get more from your network hardware investment with expert support: our hardware support services offer anytime assistance, replacement options and more.

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