Our hardware support services provide technical assistance with your devices, plus an evolution pathway to ensure 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 Hardware Support Services come in different packages that include parts repair, replacement and exchange - and that's not all.

Technical assistance and hardware maintenance 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.


  • Maintain and replace your communications hardware on a subscription basis
  • Get phone and communications system parts replaced and repaired quickly
  • Visualize a seamless migration path to the newest hardware 


Return to Factory (RTF): Replacement parts are sent back 10 working days* after reception of defective parts in our logistics hub*.

Advanced Replacement (AVR): Replacement parts are sent within one working day* after the order has been registered or the eService Request has been received at the Alcatel-Lucent Support Center. Defective parts must be sent back within 25 days.

Hardware Premier Service (HPS): Consistent and full support coverage throughout the lifecycle of solutions (systems and phones).

Economical Grouping Repairs (EGR): Group the repair of your defective sets for better value.

Economical Grouping Move (EGM): Exchange your defective parts for new generation ones.

*Excluding transport time