Support and Training

Priority Care Services (PCS)

PCS provides a turnkey solution to meet all your maintenance requirements. PCS customers receive priority access to senior technical support resources, software upgrades including all new feature releases, and the Advance Replacement Parts program. In addition, a Customer Support Engineer will be assigned to 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, regularly scheduled on-site performance reviews, and on-going communications to monitor service performance.

PCS customers receive 15-minute priority response commitments with an 8-hour trouble resolution objective for critical service requests. The Occam TAC is able to quickly isolate technical issues that may arise by accessing the on-site OSSAN provided by Occam Networks. The TAC will also provide quarterly network audits on all hardware and software in your network at no extra charge.

PCS provides emergency access to technical support 365 days per year, 24 hours per day. For non-emergencies, access is available during standard business hours, Monday through Friday, except for designated holidays.

 

SERVICE PROGRAM

PCS support deliverables

Telephone Access

Non-Emergency: 8-5 PM Site Local time, Mon-Fri, excl. holidays
Emergency: 365 days per year (24 hrs/day)

Geographic Area

North America

Response Objective

Critical - 15 minutes
Major  - 60 minutes
All others – Next Business Day

Trouble Resolution Objective
(problem within Occam product or recommending action to clear problem (i.e. external vendor))

Critical - 8 hours or until resolution
Major  - 24 hours
All Others – Reasonable Business Effort (i.e. next software release)

Performance Metric Objective

90 %

Replacement Parts

Advanced replacement

Software Entitlement

Software updates including major releases

Network Audits

Quarterly Network Audits on all your hardware & software

On-site Visits

Annual performance review at customer designated location

CSE Representative

Customer Support Engineer assigned to account

Email Support

Next Business Day Response, except holidays

Access to Tech Bulletins

Included

Cost of Service

Annual Fee – Based upon Product Configuration

Notes:

Discounted 20% if purchased at time of product purchase