Octel XC1000, Руководство по обслуживанию

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PROBLEM REPORTING AND RESOLUTION APPENDIX C
C-2 Edition One XC1000 Service
Remote Diagnostics Administrative Center (RDAC) or through the data
module’s internal modem. The local field engineer or technician manages
the account throughout the escalation.
The response time between problem reporting and an on-site visit depends
on the type of problem (major or minor) and the service agreement. If the
customer feels that the escalation is not being handled expeditiously, the
customer should escalate to local office management.
The escalation process stipulates maximum time intervals between levels.
The problem is escalated as soon as it becomes apparent that the next
highest level of support is necessary. There are two escalation processes, as
shown in Figure C-1.
C.2.1 Major Maintenance Escalation
Three levels of support are associated with major maintenance. These levels
are defined as follows:
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Level 1: Local Service
1. A local supporting field engineer or technician arrives at the
customer’s site or accesses the system through the RDAC or
through the data module’s internal modem.
2. Fault isolation is attempted. If the fault is not isolated within 2
hours, the problem is escalated to Level 2. Local operations
management is notified. Most distributors and VIS accounts
escalate first to their own internal Level 2 technical support
before escalating to the Octel National Technical Assistance
Center.
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Level 2: Octel National Technical Assistance Center (TAC) at
Plymouth Meeting PA or Canadian Technical Assistance Center in
Toronto, Ontario, Canada
1. The Octel TAC provides telephone support to the local field
engineer or technician, as appropriate. Refer to Table C-3 for
Octel TAC telephone numbers.
Table C-3. Octel Communications TAC Availability.
Location Telephone Number Hours of Availability
U.S. (215) 941-0434 8:00 a.m. to 11:00 p.m. EST
a
Canada (416) 730–8700 8:00 a.m. to 5:00 p.m. EST
a
a Also available for after-hours service emergencies