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<br />.¡~~'tt <br />nextlrao'ne- <br /> <br />TELECOM/CONVERGED SERVICESELECrM <br /> <br />Dispatch and Repair Service <br />· Dispatch and repair service is a remedial Support service provided by NextiraOne 24 hours per day, <br />365 days per year, including NextiraOne holidays. <br />· Remote technical support and remote diagnostics are prerequisites for dispatch and repair service. <br />· If remote technical support cannot resolve the problem a field engineer will be dispatched to the <br />Customer site. <br />· An additional "per incident" surcharge shall be assessed if Customer requests immediate (preemptive) <br />dispatch, in lieu of remote technical support and remote diagnostics. <br />· The field engineer shall perform diagnostics, repair or replace parts, and restore operation of covered <br />Equipment in Customer's network. <br />· Should Customer make repeated requests for Support service at a specific site, NextiraOne shall have <br />the right to inspect all equipment integrated into the network to determine whether an exclusionary <br />condition exists that is causing problems, and Customer shall provide NextiraOne with the required <br />access to do so. . <br />· NextiraOne shall implement any engineering or firmware changes it deems mandatory. <br /> <br />Remote Technical Support (where applicable) <br />Remote technical support includes: (a) problem reporting, logging, tracking and problem escalation; (b) <br />Jelephone support response to a service request; (c) diagnostic fault isolation, assistance with problem <br />jentification by providing technical advice, and troubleshooting to verify causes of suspected errors or <br />nalfunctions: and (d) assistance with resolution of network problems if caused by NextiraOne~maintained <br />iquipment. <br /> <br />Escalation Management <br />NextiraOne will contact customer's telco provider to initiate a request for circuit repair. NextiraOne service <br />order shall remain open until resolution. Requires letter of agency for NextiraOne to act on customer's behalf. <br /> <br />NetVision SM Monitoring <br />This service provides alarm response with remote diagnostics performed on voice alarms received 24 hours <br />per day. This service includes detecting faults via an alarm receipt and attempting to remotely diagnose and fix <br />the problem. <br />· 24x7 reporting <br />· Physical call to Customer (up to two contacts) <br />· Day, cell and pager numbers <br />· Home numbers for after hours <br />· No special handling procedures <br /> <br />With remote diagnostics, NextiraOne goes beyond alarm monitoring and performs the following services: <br />· When the Solutions Resource Center receives an alarm, the alarm management system matches the <br />maintenance message to a Customer specific profile. <br />· Customer specific special handling procedures can be flagged in the NextiraOnealarm management <br />system. <br />· The alarm management system assigns a priority and determines if there is a script available to <br />automatically resolve the problem. <br />· If no script is available, or the script is not successful, the alarm will be presented to the appropriate <br />alarm filter. <br /> <br />Advantage Select I Rev 3 Effective 4/23/04 <br />