Ericsson COMPRESSION
Superior support
Ericsson Compression’s Superior Support is designed for complex system‐based deployments and customers who desire both the highest prioritization and the most comprehensive set of support services. Superior Support includes the following services: 1.0
2.0
3.0
4.0
5.0
Business Hours Support Customers receive highest‐priority access to Ericsson’s Technical Service Desk during normal business hours to request hardware repairs, request help for operability and configuration issues, and make technical inquiries. 24x7 Emergency Support Customers have access to Ericsson’s Technical Service Desk 24 hours a day, 7 days a week for any Emergency‐level support issue. Remote Support Ericsson’s experienced video compression support engineers provide remote assistance and resolution by phone and email, including remote diagnostics via customer‐provided communications links. Hardware Repair If a covered equipment unit experiences a hardware fault, Ericsson will diagnose and repair the failed unit and return to the customer at no additional charge. Firmware and Software Updates If a covered unit experiences a fault due to an error in the product’s firmware or software, Ericsson will provide a code update to fix the error at no additional charge. 6.0
Onsite Update Service Customers receive onsite assistance when installing software maintenance releases or any new software upgrades purchased from Ericsson. Customer has option to receive assistance remotely. 7.0
On‐Site Support When remote support is not sufficient to resolve a technical issue, Ericsson will send a support engineer to customer’s locations to provide issue resolution. 8.0
Service Delivery Manager Customer receives an assigned Service Delivery Manager to manage all components of the service level agreement, manage applicable third‐party support agreements, marshal resources, drive necessary escalations, and provide a single point of contact to the customer. 9.0
Service Reviews Customers receive four quarterly service performance reviews per annual support term to discuss fault records, repair history, target KPI achievement, progress on ongoing fault resolution services, planned upgrades or migrations, etc. 10.0
Third Party Product Support Ericsson provides procurement and management of back‐to‐back third‐party support agreements for third‐party products purchased through Ericsson as part of an overall system solution. 11.0
Configuration Support Ericsson provides configuration management of the supported system including a complete network diagram and procedures manual developed and maintained by the Service Delivery Manager to track product serial numbers, configurations, system changes, locations, customer‐specific directives and ways of working, etc. 12.0
Reporting Customers have access to statistical reports related to customer’s support, including ticket status, RMA status, root cause analysis, frequent fault analysis and resolution via Ericsson’s services incident management tool. Development of customer reports, where possible, are available upon request. Options: Superior Support Customers may add Ericsson’s Spares Management Service, Consulting Services, and/or a Dedicated Onsite Support Engineer at customer’s location to their SLA for an additional fee.