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Customer Owned and Maintained Systems

Customer Owned and Maintained Systems. Program Overview. COAMS Support Program. Remote technical assistance for Nortel Networks End Users who maintain their own systems. 1. New Features. Beginning July 1, 2002…. Support expanded to include all Nortel Networks Voice Products. 2.

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Customer Owned and Maintained Systems

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  1. Customer Owned and Maintained Systems Program Overview

  2. COAMS Support Program Remote technical assistance for Nortel Networks End Users who maintain their own systems 1

  3. New Features Beginning July 1, 2002… • Support expanded to include all Nortel Networks Voice Products 2

  4. Products Supported COAMS Support is expanded to include all Nortel Networks Voice Products, including: 3

  5. New Features Beginning July 1, 2002… • Support expanded to include all Nortel Networks Voice Products • COAMs customers will be entitled to additional eService features, including Case Management and Knowledge Database 4

  6. What is eService ? An easy to use single point of online access to customer support. eService is designed to offer our customers online self help service tools such as, access to a self help solutions database, easily searched documentation, online case management and other tools.

  7. Customer Value eService offers a personalized, web-based service partnership with our customers • Partnership • Customer productivity improvement is how we measure Nortel Networks • Personalized • Convenience and ease of use are a priority for eService to help improve our customers productivity • One Place • A convenient, web-based, unified customer interface to all Nortel Network’s services, cross product, globally, 365x7x24 • Customer Driven • Customers can quickly, efficiently, and securely receive services and solutions • Pro-active • Customers are notified as new information becomes available • Secure • Security measures will ensure our customers exclusive use of the products and services that they have chosen

  8. Customer Support Click on Support on the left hand side of the Nortel Networks homepage.

  9. Registering or Logging In Click on Log In on the left hand side menu OR Click on Register on the left hand side menu if you have not yet registered

  10. CUSTOMIZE your Customer Support Home Page You can login and customize your eService Customer Support homepage through My Profile.

  11. DocumentationHome Page Follow the steps at the top of the page when searching for documentation (if selecting a product which you have not included in your personalised products list).

  12. Service Requests / Web Case Management Select CSR / Service Requests from the menu

  13. Knowledge Search Knowledge Search enables users to search Nortel‘s extensive information database for FAQ‘s, solutions, documentation, etc. when they have product related questions.

  14. Knowledge Search – 3 Possibilities The user has the opportunity to select 3 different ways of searching Nortel‘s databases.

  15. Advanced Knowledge Search This is a keyword text search engine used for finding word(s) or phrase matches in public and secure content available on our web site. Searches can be limited to specific content categories and also allow specific products or document/CSR IDs to be specified

  16. Solution Search This is a product-based search tool allowing searches for technical solutions developed by Nortel Networks Support Engineers based on resolved CSRs/Cases. Access to Solution Search requires an active service contract with Nortel.

  17. Technical FAQ Search The technical FAQ search enables all users to search Nortel‘s database of technical questions for various product families.

  18. New Features Beginning July 1, 2002… • Support expanded to include all Nortel Networks Voice Products • COAMs customers will be entitled to additional eService features, including Case Management and Knowledge Database • Annual contracted pricing 17

  19. Pricing Option A: Annual Caller Fee Two Pricing Options…. * 2 caller minimum purchase; different caller increments above the 2 caller minimum can be purchased at $7,500 per caller 18

  20. Pricing Option B: Annual Per-System & _____________Advanced Application Fee Two Pricing Options…. * Price per Advanced Application on customer network. e.g., CallPilot, Symposium 19

  21. Features of COAMS annual contracted pricing…. • Promotes ease of doing business • Flexibility to choose between 2 pricing options, based on your particular needs and preferences - • Facilitates planning and budgeting for __support costs • Provides for unlimited number of calls _____ __during contract period with no additional __charges for phone support 20

  22. Nortel Networks COAMS Support Professionals Assisting Professionals 21

  23. For additional Information • COAMS Program: • Yvon Girard 978-288-0127 • girardy@nortelnetworks.com • GNTS Support: • Tom O’Conner 972-362-2632 • oconnort@nortelnetworks.com • COAMS Administration: • Linda Marino 978-288-0443 • lmarino@nortelnetworks.com 22

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