New Website
We’ve launched our new website and we’re excited to introduce you to our new look. Our new
website provides a more user friendly interface. The website also boasts a clean design,
intuitive, and consistent with improved functionality that directs you to the information most
relevant to you.
Our NEW Website is https://support.esd.alcatel-lucent.com. For any comments or assistance
please contact our Support Center.
Phone : +1 800-995-2696
E-mail : [email protected]
Login Prompt :
If you do not know your LoginID/Username, you can retrieve it through the ‘Reset/Request New
Password’ using your email address.
You may get an error message if wrong User ID or email, please contact our Support Center.
My Support:
You have access to the RMA form, Technical Knowledge Center, Create New Service Ticket,
View Service Request, View Maintenance Program, Software, and Open RMA request.
Technical Knowledge Center:
Welcome to the ALE Technical Knowledge Center (TKC). The ALE TKC database provides
24/7 access to FAQs, answers to Data Networks, Voice Communications, and Wireless related
questions, topics, and problem resolutions. We have thousands of tech tips, documentations,
and design suggestions. Over 1/3 of service tickets are answered using our TKC database!
How to create New SR:
Please fill out the form and submit with a Summary, Description, SR Type, Product Category,
Serial Number (Data and Wireless device), CPU ID Serial Number (Voice Communications
device) Order#, Invoice#, Software Release, Service Contract Type.
Web cases are considered low priority and there will be a delay in response. Cases submitted
through the web are defined as those with minimal impact to business operations, requires
information or assistance on ALE product capabilities, system installations, or configurations.
They are not considered urgent. Mandatory fields are marked with an asterisk.
Once service request is submitted, it will take 10-15 minutes for it to process; a notification email
will be send and a refresh of the web page will then display the new ticket.
For critical or urgent issues, please be sure to contact our Support Center.
Notes: Be sure to view our Technical Knowledge Center, your answers may be at your fingertips!
Update Service Ticket:
Service ticket activity can be updated through the web except for the ones which is already closed.
Once it is Saved, it will take 10-15 minutes before the record can be displayed. Please refresh the page.
Through My Service Requests Menu or within the SR:
My Maintenance Program:
Provides details of what is currently under contract and access to firmware.
Open RMA:
Will only display any ‘Open’ RMA, Closed and Cancelled are omitted.
Home Page:
Clicking the Alcatel-Lucent Enterprise Home
the Home Page.
or
icon will lead back to
 Product Licensing : Obtain Product Licenses – 10GIG, Routing, Data Center, OV, and
WLAN
 Software / Product Documentation: Firmware, Release Notes, and User Manuals.
 Contact Enterprise: Sales Inquiry, Becoming a Reseller, and Resources.
 Education Services: Trainings – Classroom, Virtual, and Remote Lab
 Professional Services: Experts Onsite Assistance– Integrations, Designs, Installations,
and Audits.
 Resource Library: Datasheets, Brochures, User Guides, and DOCs.
 Maintenance Program: Contracts – Plus & Total.