Lucent Technologies WaveStar OLS 40G, Installation Manual

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Issue 1.0 March 2001
1-21
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Installation Manual Overall Installation and Test Considerations
Technical Support (Continued)
Customer
Assistance
Request Entry
System (CTS
Cares) (continued)
■
Product Notifications
The Product Notification access tool allows customers to view and search
for information regarding Lucent products that have an issue which needs
to be communicated immediately to their customers. A detailed text
description of the issue and the urgency of the issue is the kind of
information available in the Product Notification database. Customers
using the web access can search the Product Notification database using a
number of fields such as Product Notification ID, product or created date.
To inquire about obtaining a login, contact Customer Technical Assistance
Management (CTAM)/ Virtual Call Center (VCC) at 1-800-225-4672 or WECARE/
VCC at 1-800-932-2273 or NonUS at 1-630-224-4672. Please make sure you ask
for a CARES Customer Web Access Login. An agent will create an Assistance
request in CTS CARES and forward your request to the appropriate login
administrator.
Figure 1-3. Product Support
BELL LABORATORIES
Lucent Technologies NETWORK
SYSTEMS TRANSMISSION CTS
Lucent Technologies NARTAC
CUSTOMER
Technician
Customer Escalation Procedures
CTS-CARES Self-Help Tools
First Lucent Technologies Contact
Supports Customer
Supports Lucent Technologies Installer
CTS-CARES Self-Help Tools
RTAC Assistance
Problem Diagnosis/Isolation
Provide Solutions/Workarounds
Consultation
Highest Level of Support
Design Errors/Emergency Fixes
Enhancements