Support and Training
Optional Service Programs
Occam provides a complete selection of Optional Service Programs to provide you with maximum flexibility when choosing your support and service options.
Quick Start Program (QSP)
To guarantee a fast and efficient network installation, Occam has developed a Quick Start Program. This turnkey service brings an expert Occam technical support engineer to your site to assist your staff in the installation and configuration of your first BLC nodes. The engineer will provide informal hands-on training in the CLI command structure, provisioning steps, and troubleshooting tips. In addition, this program includes the delivery and setup of an Occam diagnostic tool known as the OSSAN, two training seats for the Occam BLC Installation & Operations Course, and remote consultation access to a senior Customer Support Engineer for up to 90 days after initial installation.
Deployment Services (DS)
Occam Support Solutions can provide end-to-end management of your deployment, including pre-site planning, site survey, staging, inventory management, hardware installation, cabling, power, software installation, commissioning, turn up and acceptance testing. Specific installation services are performed based on a jointly developed statement of work. Deployment services are provided during standard business hours, Monday through Friday.
Project Management (PM)
Project Management services provide a structured approach for your deployment to ensure that requirements, objectives, and deliverables meet your satisfaction. The Project Manager will act as the central point of contact during the life of the program and works closely with your team to make decisions and measure performance against plans. This activity includes, but is not limited to, planning and scheduling program tasks and milestones as well as escalation and resolution of any issues that may arise.
Professional Services (PS)
Experienced technical experts are available to provide Design and Engineering services such as network analysis and design, integration services, network upgrades, task automation, and network audits. Professional services may be performed on-site or remotely. Pricing for these services are based upon a mutually developed statement of work.
Software Entitlement Service (SES)
This program gives you access to all future feature releases of Occam OS software and is a cost effective way to maintain software at the most current release levels. SES includes major as well as minor releases. Occam TAC is available 7x24 to support migration upgrades if needed.
Replacement Parts Services (RPS)
RPS is a factory repair program providing hardware replacement parts during warranty and after-warranty. During warranty you must return your unit to Occam for repair following standard warranty policies. As an alternative you may purchase an advance replacement parts program that will minimize the cost of maintaining inventory for emergency outages. All replacement parts are maintained at the latest revision level and tested to factory specifications.
Priority Care Services (PCS)
Occam offers the PCS solution to meet the needs of customers with large or complex network deployments. PCS is all-inclusive and incorporates the software entitlement and advanced replacement parts programs. In addition, a Customer Support Engineer will be designated for your account to deliver priority services & support tailored to meet your needs. This may include access to beta products, new release training, technical escalation assistance, scheduled on-site visits, and on-going communications to monitor service performance. PCS also includes quarterly network audits on all hardware and software in your network at no extra charge.
Advanced Technical Training (ATT)
Occam offers installation and maintenance training at its offices, or optionally at your site. An Instructor-led program with hands-on lab work will enable participants to install, configure, test, and manage their BLC platform. In addition, Occam offers a follow on network design course to help customers plan successful deployments. Occam Networks will be ready to work with you and tailor courses to fit your needs.
Warranty Service (WS)
Warranty for Occam products includes emergency telephone support 24 hours per day, 365 days per year. Non-emergency support is available Monday through Friday, during standard business hours. To qualify for 7x24 hour support you will need to provide OSSAN access to the Occam Customer Support engineer when required. Occam will replace or repair any item deemed to be defective, during the warranty period.