+44 1784 467 804 (within UK)
• Software Solutions
Phone:
+33 3 89 33 54 00
• Asia
• India
Phone:
+91-124-465-5098 or +1-919-460-2150
TAC Regional Support Office Hours:
10:00 a.m. through 7:00 p.m. (GMT plus 5 1/2 hours), Monday through Saturday, excluding
holidays
• Singapore
Phone:
+65 6796 2288
TAC Regional Support Office Hours:
9:00 a.m. through 6:00 p.m. (GMT plus 8 hours), Monday through Friday, excluding holidays
Problem Report (PR)
The assigned Technical Support engineer opens a problem report (PR) using problem criteria as defined
in “TL-9000 Quality System Metrics (Book Two, Release 3.0)” and the following sections.
Critical
Critical problems severely affect service, capacity/traffic, billing, and maintenance capabilities and
requires immediate corrective action, regardless of time of day or day of the week, as viewed by a
customer upon discussion with the supplier. For example:
• A loss of service that is comparable to the total loss of effective functional capacity of an entire
switching or transport system.
• A reduction in capacity or traffic handling capacity such that expected loads cannot be handled.
• Any loss of safety or emergency capability (for example, 911 calls).
Major
Major problems cause conditions that seriously affect system operations, maintenance, and
administration, etc., and require immediate attention as viewed by the customer upon discussion with
the supplier. The urgency is less than in a critical situations because of a lesser immediate or impending
effect on system performance, customer, and the customer’s operation and review. For example:
• Reduction in any capacity/traffic measurement function
13
910-6535-001 Revision D, February 2014
About This Manual
Hardware and Installation Manual
