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North America Support Services

North America Support Services

Alcatel-Lucent Enterprise equips your organization's communications network for the future. Technical assistance and application upgrades keep your system running to the highest standards and with optimal efficiency. Your enterprise gains the advantages of consistent and reliable performance.

Communications Software Support

Alcatel-Lucent Communications Software Support Services help you avoid business disruptions and make the most of your Communications networks — without additional technology investments. Single annual payments and fixed operating expenditures (OPEX) for upgrades keep IT costs predictable and manageable.

Alcatel-Lucent Communications Software Support Services include essential software maintenance as well as proactive software upgrades. Service level agreements (SLAs) establish a consistent and appropriate level of service delivered anytime, anywhere.

Software Maintenance Service (SMS) includes access to: problem diagnosis services, software patches and maintenance releases, 24x7x365 remote technical assistance in four languages

Software Evolution Service (SES) extends the SMS offering to include immediate access to all major product enhancements and minor software releases. With SES, your Communications applications and systems continuously evolve in line with Alcatel-Lucent product releases to maintain system stability.

Alcatel-Lucent SMS and SES are delivered through our certified partners – who have unlimited access to our world-class Alcatel-Lucent Customer Care and Professional Services teams – to ensure a consistent and appropriate level of service delivered anytime or anywhere.

Our Software Maintenance Service (SMS) is available for our Office Communication Solutions (OmniPCX Office family) and for OmniPCX Enterprise and offers technical support, software corrections and maintenance releases. The Software Evolution Service (SES) offers in addition evolution releases for OmniPCX Enterprise and applications.

Communications Hardware Support

Return to Factory (RTF): we repair parts within 10 working days from reception of the faulty part at the Alcatel-Lucent warehouse.

Advanced Replacement (AVR): we replace parts within one working day from the time the Alcatel-Lucent Technical Support engineer diagnoses the part as faulty.

4 Hour Advanced Replacement (AVR): we replace parts within four hours from the time the Alcatel-Lucent Technical Support engineer diagnoses the part as faulty. Please contact your Alcatel-Lucent representative to check if this offer is available in your area.

Network Software & Hardware Support

We provide flexible support programs for Network products; the support programs combine software and hardware support.

Software support

  • Remote technical support
  • 24/7 access to Technical Support
  • Web and phone access to Support Services
  • Remote diagnostics
  • Operating software releases
  • Access to web portal with valuable documentation,  operating software releases, and knowledge base

Hardware support

  • Return to Factory (RTF): we repair parts within 10 working days from reception of the faulty part at the Alcatel-Lucent warehouse.
  • Advanced Replacement (AVR): we replace parts within one working day from the time the Alcatel-Lucent Technical Support engineer diagnoses the part as faulty.
  • 4 Hour Advanced Replacement (AVR):  We replace parts within four hours from the time the Alcatel-Lucent Technical Support engineer diagnoses the part as faulty. Please contact your Alcatel-Lucent representative to check if this offer is available in your area. 
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