Support Services

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.

Software Support

Alcatel-Lucent Solution Premier Service (SPS) provides you with a complete protection package to ensure that your enterprise solutions are always running at peak efficiency and capacity. With SPS, your Alcatel-Lucent OmniPCX™ Enterprise or OpenTouch™ systems and applications are covered under a single contract and with a single payment, to provide essential and cost-effective software maintenance and proactive evolution.

Alcatel-Lucent SPS is 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 still available for our Office Communication Solutions (OmniPCX Office family) and offers technical support, software corrections and maintenance releases.

Learn more about Solution Premier Service Complete Protection to get the most out of your enterprise solution.

Hardware Support

Return to Factory (RTF)

  • We repair parts within 10 working days (excluding transport) from reception of the faulty part at the Alcatel-Lucent warehouse.

Advanced Replacement (AVR)

  • We replace parts within one working day (excluding transport) from time of receipt of the eService Request at the Alcatel-Lucent Support Center.

Network Software & Hardware Support

We provide hardware and software support services for Alcatel-Lucent Enterprise Network products.

  • Software support:
    Remote technical support
    • 24/7 access to Level 3 technical support
    • Web and phone access to support services
    • Remote diagnostics
    • Software patches
  • Hardware support:
    • Communications and Network products are covered by the same Hardware Support Services: Return to Factory (RTF) or Advanced Replacement (AVR)


North American Support

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