Schools and Dealers 1

[Fixin]

Any idea if Nortel requires you to be a dealer to get tech support? I want to send some guys to get trained. After training, is it a requirement to be a dealer to get support afterwards?

 

[johnpoole]

anyone can get training, and you don't need a vendor to have support. you do need one for upgrades.

john poole
bellsouth business
columbia,sc

 

[sandyml]

As JP said, anyone can get training. Global Knowledge is the "official" trainer -- go to

http://www.get.globalknowledge.com/nortel.

Getting support directly from Nortel is another matter. Becoming trained/certified does not entitle you to call Nortel directly. For that, you need to be registered as a distributor or some other partner relationship.

 

[ArchTelecom]

One nice thing about the Nortel product line. They will train you to the nth degree....for a couple of bucks. Some other switch manufacturers don't want the customer to get past the highest level user interface.

 

[johnpoole]

sandy's right, global is the old nortel training division, and they do a good job. support does go through a nortel partner. that can get expensive, but with training support can be on an as needed basis and should be a very unusual event. i call nortel direct less then once a year, and it is usually to get a patch that has not been written. with the right training you can access all levels of the software and install your on patches, etc.. if you train people to only do basic admin and maint, you'll need more backup

john poole
bellsouth business
columbia,sc

 

[acewarlock]

Nortel has a program called (COAMS) Customer Owned And Maintained Systems.


Software Services
Software Release Service - Basic
· Operational and applications software major functional releases and upgrades
· eService access to restricted web based downloadable software or CD distribution (which ever available per product)
· Access to patches & fixes included with software product purchase

Software Release Service - Plus
· Operational and applications software major functional releases and upgrades
· eService web support tools access to restricted web based downloadable software or CD distribution (which ever available per product)
· Telephone technical support 7x24x365 for many products, normal business hours for the remaining products.
· Access to patches & fixes included with software product purchase
This support is provided by the company the BCM is purchased from at no extra cost.


Technical Support Services Pack
Technical Support Service
· Ability to log a call 7x24x365
· Technical and operational assistance 7x24x365 for many operational software and hardware products, normal business hours for the remaining products
· 7x24x365 Call Center emergency recovery worldwide for all products
· Adherence with TL9000 case severity classifications and escalation procedures
· eService access to web support tools including case management, software distribution, known problem file knowledge management, and Return Material Authorization status viewing
This option includes the Nortel Basic Software Support listed above.
BCM 400 - $750/year/unit BCM 200 - $600/unit/year

Repair Services Pack
Return & Replace Service
· Technical Support Service
· Return-to-Factory parts repair service with parts shipped within 10 business days after receipt of part by Nortel Networks
This option includes the Nortel Basic Software Support listed above.
BCM 400 - $900/unit/year BCM 200 - $700/unit/year

 

[sandyml]

True enough, acewarlock. I have heard there are some stringent requirements to getting certified as a COAM. Do you know what they may be? Size of customer/financial investment in Nortel product/level of training/etc.?

 

[acewarlock]

The only one is your equipment must be up to the latest software and hardware release and your techs must be 100% certified on that equipment. We were gong to get C.O.A.M.S. service but the cost was $600 per BCM which we have 47, $900 per year for our Option 11C, plus about $20,000 for me and my boss fo training to get Fully Certified on the every aspect of the BCM and Option 11C. So we were looking at about $90,000 or so per year. I guess they want us to have a Vendor.

 

[johnpoole]

a vendor would be more expensive and you still wouldn't get the quality or service your paying for. 90 percent of the trouble i have fixed over the years was caused by vendor provider non certified techs.. either they don't care or they know if they do it right they get stuck with all the hard jobs.. the only way to control quality is to control access to your database.. no one likes to work behind me, they say i spoil customers, their right, i give the customers what the paid for. service

john poole
bellsouth business
columbia,sc