Lucent Technologies NetCare® Services offers On-Site Maintenance Services to those customers who require a four-hour response time. Travel, labor, and parts are included in a single annual fee. Standard Coverage is Monday-Friday, 8AM to 5PM local site time (excluding holidays). Premium Coverage is 24 hours a day, 365 days per year.
| Type of Service |
NETCARE STANDARD
ON-SITE SUPPORT
SERVICE |
NETCARE PREMIUM
ON-SITE SUPPORT
SERVICE |
| Geographic Area |
Continental USA |
Continental USA |
| Coverage |
Remote Tech Support
+ On Site Technician |
Remote Tech Support
+ On Site Technician |
| Hours |
8AM-5PM (local site), M-F, exc. Holidays |
24 x 7, 365 days per year |
Response Objective
(Remote) |
15 Min - Urgent
1 Hour Remote |
15 Min - Urgent
1 Hour Remote |
Response Objective
(On-Site) |
4 Hours |
4 Hours |
Trouble Resolution
Objective |
4 Hours |
4 Hours |
Performance Metric
Objective |
TBD |
TBD |
| Email Support M-F |
24 hour response |
24 hour response |
| Spare Parts |
Tech Delivers |
Tech Delivers |
| H/W & S/W Fixes* |
Included |
Included |
| Upgrades* |
Included |
Included |
| Cost of Service |
Annual Fee |
Annual Fee |
| Out of Hours |
Current Hourly Rate |
Included |
| Parts Repair |
Included |
Included |
| Notes: |
Dispatched through Tampa Operations Center |
Dispatched through Tampa Operations Center |