Tekelec’s support services program, TekelecCare, is available for all Tekelec products and provides continued service during and after the expiration of the standard product warranty. This service offering ensures continuity of service, while helping to control and manage annual maintenance costs. A single yearly payment delivers the assurance that expert technical support is readily available. While systems are covered by warranty and TekelecCare, customers are given higher priority access to technical support, software upgrade scheduling and hardware assistance.
Features
The TekelecCare support program provides three major types of assistance:
- Technical Assistance Center (TAC): Remote technical support
to troubleshoot and resolve system problems.
– Access through the Customer Care Center
– Higher priority status in call queue
– Remote technical support for minor, major and critical issues
– Distribution of Technical Information
– Secure website for online submission of customer service requests (CSRs), tracking and status updates
- Hardware (HW) Repair and Return or Replacement. Required activities for prompt repair and return/replacement of parts.
– Expedited return materials authorization (RMA) service
– Repair or, in some cases, replacement, of defective equipment
– Hardware replacement on a like-for-like basis
– Original equipment manufacturer (OEM) hardware support, where specified
- Software (SW). Latest feature-constant product software updates and/or patches when generally available.
– Repair of software defects provided that the in-service release is no more than two releases behind the generally available release
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Remote technical assistance to minimize disruption and ensure successful software updates
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Priority status on any hardware required for a software update
Programs
Three different program options are available in the TekelecCare program.
- TekelecCare Standard Program (same as warranty)
- TekelecCare Preferred Program
- TekelecCare Premium Program
