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Software Support Offers
In support of the introduction of PortAuthority in the service provider market, Lucent will offer industry leading professional support services capability through NetCare Services, which will include consulting, start-up services, and maintenance services. See NetCare DNS Site - Solutions for service descriptions: http://www.netcaredata.com/solutions/.
Warranty Support and Warranty Policy
All warranty support will be handled through the NetCare Technical Support Organization. In the event there is a warranty problem with the software the referenced software support policy will be used for resolution. The end user will need to place a call to the Technical Support Organization and place a request for PortAuthority software support. North American customers will receive a call back within 15 minutes, 8 a.m. to 5 p.m. Customer site local time Monday through Friday. International customers will be support through the local in-country Lucent Office. Technical Support will determine if the software media is defective, if so, a new set of media will be sent to the customer or made available electronically. Other issues such as bug fixes, etc., will be addressed using the Software Warranty Policy. The customer must obtain at least a standard maintenance agreement when the product is purchased. 24x7 uplifted coverage is available.
Lucent warrants to the benefit of Licensee only, for a term of ninety (90) days from the date of delivery of the Software to Licensee (the "Warranty Term"), that if operated as directed under normal use and service, the Software will substantially perform the functions described in the applicable Documentation. Lucent does not warrant that the Software will meet Licensee's requirements or will operate in combinations that Licensee may select for use, or that the operation of the Software will be uninterrupted or error-free, or that all Software errors will be corrected.
Installation and Integration Services (North America only)
Start-Up / Upgrade Service
Start-Up and Upgrade Service will be delivered by NetCare SP located in Pleasanton, California. The set of services provides a rigorous start-up regimen that will help ensure peak performance, diagnose and resolve problems, train the customer technical staff on-site, in the customer's own networking environment. Subject to the needs of the customer staff, this informal training may address an overview of the documentation, an introduction to configuring and customizing the system, and the role of PortAuthority in the customer's network.
This service is required if the customer does not order consulting services.
Lucent will install and configure the PortAuthority system in a customer lab environment, and verify its conformance to a defined level of generic functionality. Successful completion of the tests that demonstrate this functionality will represent customer acceptance of the PortAuthority system, and provide a baseline for technical support. Upon customer acceptance, PortAuthority system would be deployed on the customer's network environment.
The NetCare Technician will provide a checklist for activities that must be completed in the customer lab environment prior to commencing Start-Up services. The prerequisites in the checklist includes:
- Installation of a working server platform for the PortAuthority system
- Verifies the Server itself and the server configuration are adequate for the application
- Installation of operating system software on the server
- Verification of the appropriate software revision and patch levels for the supported database and Java capable software
- Connection of the server to a data network
- All servers to be installed are located in the same physical location.
Lucent NetCare Technician will be available on a time and materials basis for services either prior to the customer's completion of the activity checklist or after the verification of generic functionality.
Lucent NetCare Technician will take the customer and their staff through the step-by-step procedures for software start-up. The NetCare Technician will do the following on-site:
- Verify hardware
- Install software
- Test and troubleshoot
- Backup and save configuration
- Guide and train in-house staff
- Evaluate and recommend additional training, if needed
The customer will retain the backup configuration for use in troubleshooting and disaster recovery.
Maintenance Services (North America only)
Maintenance contracts are available with varying coverage period options and response times.
The customer must meet the following conditions to purchase maintenance services:
Consulting or start-up services had been ordered
NetCare Engineer or Consultant has determined that the customer has sufficient skill set to administer PortAuthority.
Otherwise, customer contact must complete a training program.
Remote Technical Support
Remote Technical Support provides customers with comprehensive software and consultative support. It provides customers with diagnostic assistance, timely software updates and expert technical support. It is designed to facilitate a comprehensive exchange of technical and business information. The service activities provided by the NetCare Technical Support organizations include consultative services, problem management and resolution, problem diagnosis and cause isolation and trouble resolution. Since Service Provider customers normally have experienced in-house support staffs, NetCare Tier Three support personnel handle calls into the CAC.
| Optional Level |
Coverage (North America Only) |
| Standard |
NetCare - 8 a.m. - 5 p.m. Monday - Friday, Customer Site Local Time |
| Standard Plus |
NetCare -24 hours, seven days, for Severity 1 calls, 8 a.m. - 5 p.m. Monday - Friday, excluding holidays, for all other severity's |
| Premium |
NetCare: -Total coverage 24 hours, 365 days a year, including holidays |
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HOLIDAYS: As designated by Lucent. |
Note: Optional service levels, for telephone support only, are also available for CALA customers during the hours of Monday through Friday 5 a.m. to 5 p.m. Pacific time. All other international customers should contact their Lucent in-country sales office.
Consulting and Planning Services (North America only)
Consulting & Planning Services will be performed by the NetCare Network Consulting Group on a custom bid basis. Consulting and Planning Service is highly recommended to ensure the successful deployment of PortAuthority and exceed customer's expectations. For more information refer to the NetCare website, https://www.netcaredata.com/solutions/consult.shtml.
To assist our customers in developing PortAuthority services in their live network, Lucent offers a wide selection of for-fee integration services. These services cover the entire systems integration lifecycle, from service description, through architecture and design, to implementation and testing. They support our customers in any configuration changes between the lab installation environment and the deployment environment.
Lucent NetCare Consulting Group (NCG) works with the customer staff to implement the customer's requirements, starting from the generic capability of initial services and ending with PortAuthority operating as a component of a revenue-generating network. We support requirements in any of the following areas:
- Authentication data configuration and migration
- Authorization service definition and rules configuration
- Billing configuration
- Back office accounting interfaces
- Database configuration and replication
- Proxy authentication relationship configuration
- Network planning and design
- Network and PortAuthority application security
- Access policy management integration
- Performance tuning
- External systems interfaces-standards based or customized
Lucent Technologies offers a suite of advanced professional services to support Lucent InterNetworking Systems customers in meeting the needs of their subscribers. Lucent customizes these services to the unique requirements of providing, enhancing, displacing or replacing network platforms, network elements, and network services.
Lucent supports the end-to-end implementation of a PortAuthority network solution, and offers the services described below either individually or combined into a customized, cost-effective package.
- Configuration. Once all equipment is installed and powered, Lucent configures the options on all equipment and systems for end-to-end service. Configuration services use the system parameters from the network design specification to configure the system for operation with any associated applications or network operations. They insure the functionality of the installed systems and network elements, and access from all local and remote systems and work centers to the installed platforms and associated equipment. Configuration may include operating systems and applications, network elements, network addressing and routing, features and options, databases and billing.
- Testing & validation.Customer Acceptance Testing (CAT) verifies that the complex infrastructure consisting of network elements and servers is functioning properly and ready for service based on customer requirements.
- Knowledge transfer. Lucent NCG will work with the customer staff to develop the skills and experience that the customer wishes to develop for implementing and supporting PortAuthority.
- Optimization. Network operators constantly seek ways to improve profitability by offering new services and by differentiating their offerings from the competition. Lucent NCG engineers are available to design and configure PortAuthority functionality to support new subscriber services and product enhancements. These changes might be as simple as a new billing policy, or as complex as implementing the capabilities of a major software upgrade.
- Custom development. Lucent NCG engineers can work with a customer to provide custom software development which allows PortAuthority to interoperate with a wide variety of platforms, such as legacy billing systems, accounting systems, and billable items data.
- Project Management. Lucent applies industry-standard methods (PMI, BSI, etc.) to the planning, conduct and review of all aspects of a project. The Lucent NCG Project Manager identifies, plans and manages the overall work activities of the project team. Work Breakdown Structures and project schedules govern all aspects of the project implementation. The Lucent Project Manager manages the milestones, work activities and deliverables for Lucent, the customer, and any third party vendors. Reviews insure the quality of all project documentation, and regular project status reports monitor the progress of work plans and schedules.
- Disaster Recovery.In the event of hardware failure, Lucent NCG can restore the original environment and configuration. The customer is responsible for maintaining, updating, and securing system and software backups .
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