Nokia Support Offerings Guide for Business APAC Default

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Nokia orBusiness

Nokia Global Supportand Services

Nokia Support Offerings Guide

For your Business

When you choose services from Noour team becomes your team.


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ii Nokia Support Oerings Guide or Business March 2007

Table of Contents

Preface Welcome

Chapter 1 The Strength of Nokia Support

The Gold Standard Support Center Practices (SCP) Certification 2The Nokia Support Model 2

Support Offerings Overview 3

Support Offering Components 4

S u p p o r t O f f e r i n g f o r E n t e r p r i s e B u s i n e s s e s 5

Chapter 2 Support Offerings for Enterprise Businesses

Mobility Solutions Support 6

Nokia Access for Nokia Intellisync Mobile Suite 6

Nokia Security and Mobile Connectivity Products Support 7

Nokia Access and Nokia Access Plus Support 7

Chapter 3 Nokia Technical Training Services

Technical Training 11

Chapter 4 Optional Support Services

Technical Account Management Support 12

Installation Services 12

Per-incident Onsite Support 12

Non-contract Hardware Return Repair Service 12

Additional Support Contacts 12

Special Project Engineering Support 12

Contract Reinstatement Fee 12

Chapter 5 Online Services Nokia Support Web

Around-the-Clock Web Support 13

My Support: Your Customized Support Portal 13

Ask Nokia Knowledgebase 13

Online Documentation 13

Software Support and Downloads 14

Hardware Support 14

Request Support 14

Chapter 6 Service Request Management

Opening a Service Request 15

Managing a Service Request 15

Request Priority Levels 15

Service Request Escalation 16

Nokia Escalation Process 16

Customer Escalation Process 16

Service Request Resolution 16

Collaborate with Nokia 16

Chapter 7 Renewing Support

Reinstatement Fee Policies 17

Appendices

Appendix A: Support Terminology Definitions 18

Appendix B: Nokia Global Support and Services Contact Information 21

Nokia Enterprise Solutions Sales 21


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Nokia Support Oerings Guide or Business March 2007 1

Services Excellence Award 2006

Preface Welcome

Expect the Best: Award Winning NokiaGlobal Support and Services

Now that youve selected Nokia solutions, you can be confident

that youre backed by a team of experts who understand

and anticipate your needs Nokia Global Support and Services

is dedicated to helping you maximize your technology

investment and gain a competitive advantage Nokias

commitment is reflected by our customer service ratings

as some of the highest in the industry

Our experienced services team provides everything from

installation assistance to enable rapid deployment with

minimal business disruptionto rapid-response, IT-grade

technical support that keeps your Nokia solution operating

at peak performance day after day And with Nokias global

presence, you will enjoy a consistently excellent Nokia service

experience regardless of your location

When you choose Nokia services, you can expect our ongoing

commitment to your business success around the clock and

around the worldcomprised of direct-from-the source

expertise that is results focused

About This Document

This Guide describes Nokia Global Support and Services

offerings for enterprise businesses and is designed to

facilitate support ordering and selection These offerings

include flexible support elements as well as additional services

including training, certification and installation The companion

Nokia Support User Guide explains how Nokia support

services are delivered It provides guidelines on how to

effectively work with Nokia Technical Assistance Centers

and use Nokia support services

While accurate at the time of publishing, the information

within this Guide is subject to change In the event of a

discrepancy in information, please contact your Nokia Sales

Representative or Nokia Channel Partner for clarification


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Nokia Support Oerings Guide or Business March 2007

No one knows more about optimizing the performance of

Nokia products and solutions than Nokia. And no one is more

committed to your success as our team becomes your team.

Nokia services enjoy one of the highest satisfaction ratings in

the industry, attributable to our high level of expertise, global

reach, and anytime-anywhere support and tools.

The Gold Standard Support CenterPractices (SCP) Certifcation

Our ongoing commitment to delivering world class support

is reflected in our coveted Support Center Practices (SCP)

Certification. SCP Certification was developed by a consortium

of 41 leading technology support organizations around the

world, in conjunction with the Service Strategies Corporation.

Recognized globally as the gold standard for support center

practices, SCP Certification quantifies the effectiveness of

an organizations customer support programs through a

demanding set of performance and best practice standards.

SCP Certification provides credible, independent verification

that Nokias support infrastructure and processes are deployed

to the highest standards. With rigorous onsite audits to

confirm organizations meet the requirements of over

100 defined best practices, the program measures factors such

as corporate commitment and strategic direction, customer

satisfaction, performance metrics, research and development

interface, and other strategic areas of support operations.

Finally, each support site must demonstrate an ongoing

commitment to excellence and improvement through annual

re-certification audits; ensuring that our customers continually

receive best-in-class customer support and service.

A 2005 Support Industry Practices Study found that the overall

customer satisfaction rating of SCP-certified companies is

94.3%.1, while non-certified companies averaged only 86.7%.

Nokia Technical Assistance Centers have achieved

SCP Certification every year since 2002.

For additional information on SCP Certification, visit

www.servicestrategies.com.

The Nokia Support Model

Unmatched Global Reach

Whether your business is in one location or many, in one country

or around the world, Nokias global reach provides expertise where

and when you need it. We have over 40 service areas, supporting

more than 150 countries and 1,000 metropolitan areas.

Technical Assistance Centers (TAC) are strategically located across: The Americas, including North America, South America,

and the Caribbean

EMEA, including Europe, the Middle East, and Africa

Asia-Pacific, including South and Southeast Asia, and Australia

Each TAC is staffed with highly-qualified Support Engineers

equipped with extensive laboratory tools and resources designed

to help diagnose customer product issues in a timely manner.

1. ServiceXRG 2005 Support Practices Study

Chapter 1 The Strength of Nokia Support
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Follow-the-Sun Support

Because todays fast-paced business world never rests, we have

adopted a follow-the-sun model When the sun sets for onesupport center, engineers hand over open Service Requests

requiring action to the next support center, where the sun

is just rising This allows us to give each Service Request

continuous coverage, ensuring that support issues are

resolved as rapidly as possible

Multi-Tier Support Model

At Nokia, we use a multi-tier support model to resolve all

customer issues A proven, well-established Service Request

management procedure, with strict escalation guidelines,

means that each Service Request receives the attention needed

for a timely resolution In addition, you can independently

request the escalation of your Service Request at any point

Nokia First CallFinal Resolution Support

For many Nokia product solutions, Nokia offers a single point

of technical support and assistance for both the hardware

platform (hardware and Nokia operating system) and the

application software if a non-Nokia brand is integral to product

functionality (eg, Check Point on Nokia Security Appliances)

This First CallFinal Resolution support provides internal

engagement with product-level support and R&D, and allows

you to accept the solution before your case is closed

Support Oerings Overview

When it comes to serving the complex requirements of

businesses worldwide, Nokia knows that one size does not

fit all That is why we developed a variety of flexible support

offerings with the ability to easily adapt as your needs grow

and change Each service is designed to ensure maximum

uptime and peak performance for your Nokia solution, with

a single point-of-contact that simplifies maintenance and

day-to-day support

Global Support and Service offerings include:

Nokia Access Offerings for Enterprise Businesses

Nokia Access provides direct-to-end-customer support to

help businesses efficiently deploy, configure, and maintain

Nokia solutions A variety of support offerings are available

for Nokia Mobility solutions and Nokia Security and Mobile

Connectivity solutions, with flexible coverage terms to meet

your unique needs Nokia Access includes phone and web-

based technical assistance, Nokia Support Web, for fault

diagnosis, usability and configuration support, tiered hardware

replacement, repair services, and software maintenance

Nokia Essential Offerings for Channel Partners

Nokia Essential is designed to help channel partners deliver

the highest quality support experience to their customers

Channel partners can enhance their own first-level technical

support while also enjoying direct access to Nokias global

service team and the same online support tools used by

Nokia Technical Assistance Center engineers worldwide


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4 Nokia Support Oerings Guide or Business March 2007

Support Oering Components

At Nokia, we have developed world-class online tools

to help you reduce the time, effort, and costs associated

with maintaining, supporting, and selling Nokia products

Our support offering components include:

Nokia Support Web

Available with a valid support contract, Nokia Support Web

gives you access to the same support technology and product

information used by Nokia support experts worldwide This

personalized support portal gives you secure, real-time access

to Nokia support wherever and whenever you need With the

click of a mouse, find state-of-the-art support tools, whether

youre looking for the latest application updates, need help

configuring a system, or want to check on the status of a repair

Nokia Support Web includes:

Ask Nokia Knowledgebase: Extensive database that is easy tosearch and offers instant access to many technical questions

Online documentation: Access to a wide variety of product

material including User Guides, Installation Guides, Getting

Started Guides, Reference Manuals, and Release Notes

Software downloads: Full library of current and archived

software releases (including images, patches, and

maintenance releases) for secure and convenient download

Service Request management: Tools to initiate, manage,

collaborate on, and track Service Requests online

Access to technical experts: Real-time chat and file sharing

Hardware support: Tools to initiate and track repair requests(RMA/Service Orders) online

Hardware Support

Device repair is available through our dedicated, global

hardware service organization In most offerings, tiered

hardware support levels are available, from advanced parts to

replacement to rapid-response onsite service And the Nokia

Support Web offers online Service Request management tools

that allow you to initiate, track, and manage your repairs at

any time, via online access

Software Maintenance

Support offerings include ongoing software maintenance and

version upgrades to ensure software is current Nokia Support

Web provides around-the-clock access to software downloads,

with automatic email notifications when updated software

becomes available


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Nokia Support Offerings Guide for Business March 2007

For enterprise users, Nokia offers a range of direct-to-end-user

support options flexibly designed to ensure maximum uptime

and peak performance for your Nokia products. Regardless of

the service term, you can count on Nokias experts to provide

the IT-grade support you need that is adaptable as your needs

grow and change in the future.

Nokia support offerings are available for mobility solutions

support, as well as security and connectivity support.

Mobility Solutions Support: Provide the critical assistance

you need to enable rapid adoption and optimal use of

Nokia business devices and business applications running

on any mobile devicefrom configuration, application,

and troubleshooting to helping users take advantage

of the more complex features.

Security and Mobile Connectivity Solutions Support: Keep

your Nokia security and mobile connectivity products up and

running smoothly, and facilitate the rapid resolution of

issues with first-call-to-final-resolution technical support.

MOBILITY SOLUTIONS

Available Offerings: Nokia Access for Nokia Intellisync Mobile Suite

Supported Products: Nokia Intellisync Mobile Suite

SECURITY & MOBILE CONNECTIVITY SOLUTIONS

Available Offerings: Nokia Access and Nokia Access Plus

Nokia Access for Nokia Software Products

Supported Products: Nokia Security and Mobile Connectivity Products including:

Nokia IP Security Platforms

Nokia IP VPN Gateways

Nokia SSL VPN Gateways

Nokia Access for Software Products applies to:

Nokia Intrusion Prevention

Nokia Horizon Manager/Nokia Appliance Manager

Nokia SSL VPN

Nokia Wireless Accelerator/Nokia Mobile VPN/Nokia Mobile VPN Enrollment Gateway

Optional Support Services are also availableas described in Section 4.

This chapter is dedicated to describing our direct-to-end-user

support offerings. Business users can also check with their local

Nokia channel partner for details on their channel partners

Nokia Essential Support options.

Support Offering forEnterprise Businesses

Note: For the most up-to-date list

of currently supported products, visit:

https://support.nokia.com/home/static/productsSupported.htm

Chapter 2 Support Offerings

for Enterprise Businesses
https://support.nokia.com/home/static/productsSupported.htmhttps://support.nokia.com/home/static/productsSupported.htmhttps://support.nokia.com/home/static/%20productsSupported.htm


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Mobility Solutions Support

Now that you have decided to empower your employees with

a mobility solution from Nokia, turn to our mobility supportservices to help ensure the success of your mission-critical

solution. Designed to simplify your companys mobility

experience, Nokia support services help you efficiently deploy,

configure, and maintain your mobility solution. Nokia delivers

peace of mind by helping to ensure your enterprise mobility

solution operates at peak performance day after day.

Nokia Access Support for Nokia Intellisync Mobile Suite

Nokia Access for Nokia Intellisync Mobile Suite is designed

to give enterprise organizations the support they need to

effectively deploy and maintain these mobile solutions.With a comprehensive set of support services including expert

assistance and resolution, around-the-clock technical support,

software subscriptions, and innovative web-based tools, Nokia

Access helps you achieve maximum business value from your

Nokia Intellisync Mobile Suite solutions.

Nokia Access for Nokia Intellisync Mobile Suite services include:

Technical Assistance (5x12 or 7x24): Direct access to Nokia

Technical Assistance for troubleshooting, problem resolution,configuration, and usability support. This support provides

online and phone assistance for your companys authorized

support contacts. Customers can select between Extended

Business Day 5x12 (5 days a week, 12 hours a day) and

Around-the-Clock 7x24 (7 days a week, 24 hours a day)

service terms.

Software Maintenance: Your support offering includes

ongoing software maintenance and version upgrades to

maintain your software as current and trouble-free. Nokia

Support Web provides around-the-clock access to software

downloads including software fixes, as needed, as well asperiodic software maintenance and new version upgrade

releases. An automatic email notification feature alerts you

when updated software becomes available.

Access to Nokia Support Web: Designed for 7x24 online

technical support resources. Nokia Support Web is your

personalized support portal to the extensive Ask Nokia

Knowledgebase, documentation, software downloads, real-

time chat, and file sharing as well as the anytime, anywhere

ability to request and manage support Service Requests.

Nokia Access Details for Nokia Intellisync Mobile Suite Products

Support Features Nokia Access5x12

Nokia Access7x24

Support Type Extended

Business Day(5x12)

Around-the-

Clock(7x24)

Support Term 1 Year 1 Year

Access to TechnicalAssistance Centers

Yes Yes

Named Contacts 2 4

Response Times < 2 hours < 2 hours

Software Updates Yes Yes

Access to Support Web andElectronic Support

Yes Yes

Multi-Vendor Coordination Yes Yes

Migration/Upgrade Support Yes Yes

Support Options

Onsite Installation Services Optional Optional

Technical AccountManagement

Optional Optional

Additional Named Contacts Optional Optional

Pre-scheduled OnsiteSupport

Optional Optional

Onsite Technical Training Optional Optional


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Nokia Security and MobileConnectivity Products Support

With direct-from-the-source expertise, Nokia Security and Mobile

Connectivity support provides unsurpassed technical support to

help ensure quick resolution of issues related to Nokia IP Security

platforms, including firewalls, IP and SSL Virtual Private Networks

(VPNs). This support offers a single point of contact for the

IP Security platforms, as well as the applications designed to

run on the platforms (e.g., Check Point, VPN-1, Firewall-1)

simplifying maintenance and day-to-day support.

Security and Connectivity includes the following support offerings:

Nokia Access and Nokia Access Plus


*Note: The following support options describe Nokias direct- to-end-user support.

Other support offerings may be available through your local channel partner.

Nokia Access and Nokia Access Plus Support

Nokia Access and Nokia Access Plus puts you in direct

contact with the global Nokia service team and Nokia Support

Web. These support packages include Nokia IPSO software

subscriptions, technical support, Nokia Support Web, and

hardware repair service combined into a single, powerful

support offering. Flexible packaging gives you a choice of

hardware repair levels, ranging from advanced replacement

to onsite replacement. With Nokia Access, you can protect

and maximize your technology investment.

Support Benefits

Benefits of Nokia Access and Nokia Access Plus include:

Direct Nokia-to-user contact: For rapid resolution of issues Single-point-of-contact: Significantly simplifies

day-to-day support and maintenance of both hardware

and software issues.

Well-established proven escalation process: Ensures

continuity of speedy resolution to service requests

Fully trained, high-level Nokia TAC engineers: Provides

expertise to simulate and troubleshoot complex problems

in an onsite TAC laboratory.

Covered Products

For a full list of covered products, please visit:https://support.nokia.com/home/static/productsSupported.htm

Nokia Access and Nokia Access Plus At-a-Glance

The following chart provides a high-level summary of the

options and features of the various Nokia Access and Nokia

Access Plus Support offerings. Nokia Access Plus includes

Nokia Access benefits and elements and upgrades advanced

hardware replacement services with onsite hardware

replacementproviding comprehensive assurance of

maximum network availability.

Nokia Access and Nokia Access Plus Details for Security and Mobile Connectivity Products

SUPPORT OPTIONS NOKIA ACCESS CHOICES

SUPPORT FEATURES Nokia Access 5x12 Nokia Access 7x24 Nokia Access Plus 5x8 Nokia Access Plus 7x24

Onsite HardwareReplacement 7x24

Yes, 4-hour response

Onsite HardwareReplacement 5x8

Yes, Next Business Day(NBD) response

Hardware AdvancedReplacement

Yes Yes

Nokia Software Subscription Yes Yes Yes Yes

Nokia Support Web Access Yes Yes Yes Yes

Third-party SoftwareSubscription

Sold separately Sold separately Sold separately Sold separately

Direct Nokia TACSupport Coverage

5x12 7x24 5x12 7x24

TAC Target Response Time < 2 hours < 2 hours < 2 hours < 2 hours
https://support.nokia.com/home/static/productsSupported.htmhttps://support.nokia.com/home/static/productsSupported.htmhttps://support.nokia.com/home/static/productsSupported.htm


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Support Details

Nokia Access 5x12: Business Day Service

Nokia Access 5x12 provides telephone and

web-based technical assistance during local

business hours, with standard advanced

replacement service for hardware

Nokia Access 5x12 services include:

Technical Assistance 5 days a week, 12 hours a day:

Telephone and web-based assistance during business hours,

with a target response time of 2 hours or less Support is

available for Nokia hardware and software, and other Nokia

supported software applications

Software Maintenance: Nokia Access includes ongoingsoftware maintenance and version upgrades for maintaining

Nokia software current and trouble-free Nokia Support Web

provides around-the-clock access to software downloads for

Nokia software only, including as-needed software fixes,

periodic maintenance releases, and new version upgrade

releases An automatic email notification feature alerts you

when updated software becomes available

Hardware Advanced Replacement: Nokia ships the

replacement part in advance of receiving the defective part

Same-day shipping service is provided for parts orders

received before the end of the business day (5 pm localtime for Americas and EMEA TACs, and 3 pm local time for

Asia-Pacific TACs) For countries where Nokia does not have

an in-country depot and next business day delivery is

unavailable, Nokia will ship the replacement part within

24 hours of the RMA/Service Order origination Actual

delivery will be subject to local customs, importation

restrictions and transportation delays Replacement parts are

new or like new Customers must return defective units

within 5 days of receiving their replacement

Access to Nokia Support Web: Delivers 7x24 online technical

support resources Nokias web resources offer access to theextensive Ask Nokia Knowledgebase, documentation, real-

time chat and file sharing with technical experts, software

downloads, as well as the anytime, anywhere ability to

request and manage support Service Requests

Nokia Access 7x24: Around-the-Clock Service

Nokia Access 7x24 provides around-the-clock telephone and

web-based technical assistance, with advanced replacementservice for hardware:

Technical Assistance 7x24: Telephone and web-based

assistance is available 24 hours a day, 365 days a year

Support is available for Nokia hardware and software,

and other Nokia supported software applications

Software Maintenance: Nokia Access includes ongoing

software maintenance and version upgrades for maintaining




periodic maintenance releases, and new version upgradereleases An automatic email notification feature alerts you


Hardware Advanced Replacement: Nokia ships the

replacement part in advance of receiving the defective

part Same-day shipping service is provided for parts orders

received before the end of the business day (5 pm local

time for Americas and EMEA TACs, and 3 pm local time for

Asia-Pacific TACs) For countries where Nokia does not have

an in-country depot and next business day delivery is

unavailable, Nokia will ship the replacement part within

24 hours of the RMA/Service Order origination Actual

delivery will be subject to local customs and importation

restrictions and transportation delays Replacement parts

are new or like new Customers must return defective units

within 5 days of receiving their replacement


support resources Nokias web resources offer access to the

extensive Ask Nokia Knowledgebase, documentation, real-




Nokia Access Plus 5x8: Business Day Service

with Onsite Hardware Replacement

Nokia Access Plus provides telephone and web-based technical

assistance during local business hours This offering upgrades

the level of hardware service for the most comprehensive

network availability For Access Plus customers, Nokia TAC

dispatches an authorized Field Service Engineer for Next

Business Day (NBD) onsite response

When you choose services from Nokia,our team becomes your team.


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Nokia Access Plus is provided in more than 40 service areas,

serving over 150 countries and 1,000 metropolitan areas

across the globe Consult your Nokia Account Representative

for complete details on the availability of onsite services by

location and product family

Nokia Access Plus 5x8 services include:


assistance during business hours with target 2-hour

response time Support is available for Nokia hardware and

software, and other Nokia supported software applications




provides around-the-clock access to software downloads

for Nokia software only, including as-needed software fixes,




Onsite Hardware Replacement NBD: Onsite hardware

replacement service is provided 5 days a week, 8 hours a

day (during local business hours, excluding local national

holidays) by a Nokia authorized Field Engineer Calls must

be received by 5 pm local time (MondayFriday) for Next

Business Day service Hardware problems are resolved by

swapping a new Nokia hardware component in place of the

faulty componentThis service returns the customer network

to network ready status as soon as possible

When a Field Service/Repair Engineer arrives on site, he

or she will complete some or all of the following actions

as necessary: record the serial numbers of the defective

and replacement parts, remove the failing part, install the

replacement part, move any extra cards, power supplies,

memory, etc to the replacement unit, replace cables,

configure a WAN and LAN interface, so the unit has access to

your network, ping the remote unit on the network to verifyconnectivity, receive customer approval that the new unit is

operational, then package and return the failed unit







Nokia Access Plus 7x24: Around-the-Clock Service

with Onsite Hardware Replacement

Nokia Access Plus 7x24 provides around-the-clock technical

support, with access to both telephone and web-based

assistance This offering upgrades the level of hardware service

for the most comprehensive network availability For Access

Plus customers, Nokia TAC dispatches an authorized Field

Service Engineer for rapid onsite response within 4 hours

Nokia Access Plus is provided in more than 40 service areas,

serving over 150 countries and 1,000 metropolitan areas

across the globe Consult your Nokia Account Representative

for complete details on availability of onsite services by

location and product family

Nokia Access Plus 7x24 services include:


assistance is available 24 hours a day, 365 days a year

Support is available for Nokia hardware and software,

and other Nokia supported software applications


software maintenance and version upgrades for maintainingNokia software current and trouble-free Nokia Support Web

provides around-the-clock access to software downloads

for Nokia software only, including as-needed software fixes,





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Onsite Hardware Replacement 7x24x4: Onsite hardware

replacement service is provided 24 hours a day, 7 days a

week with a 4-hour response time by a Nokia authorized

Field Engineer Hardware problems are resolved by swapping

a new Nokia hardware component in place of the faulty

component This service returns the customer network to

network ready status as soon as possible

When a Field Service/Repair Engineer arrives on site, he

or she will complete some or all of the following actions

as necessary: record the serial numbers of the defective

and replacement parts, remove the failing part, install the

replacement part, move any extra cards, power supplies,

memory, etc to the replacement unit, replace cables,

configure a WAN and LAN interface, so the unit has access to

your network, ping the remote unit on the network to verify

connectivity, receive customer approval that the new unit isoperational, then package and return the failed unit








Nokia Access puts customers in direct contact with the

global Nokia service team and Nokia Support Web Thiscomprehensive support package includes a Nokia software

subscription, technical support, and Nokia Support Web

And from first call to final resolution, Nokia provides a

single-point-of-contact throughout the support lifecycle

Nokia Access for Nokia Software Products services include:

Technical Assistance 5x12 or 7x24: Telephone and web-

based assistance, for your companys authorized support

contacts, with a target 2-hour response time Customers

can select between 5x12 (5 days a week, 12 hours a day)

and 7x24 (7 days a week, 24 hours a day) service
















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Chapter 5 Online Services

Nokia Support Web

Around-the-Clock Web Support

Nokia Support Web gives you convenient, real-time access to

Nokia supportwherever and whenever you need it Whetheryou are looking to access the latest application updates,

configure a system, or check on a repair status, you can find

state-of-the-art support tools with just a mouse click With

Nokia Support Web, you can leverage the expertise of Nokia

specialists worldwide to help maximize your success using

Nokia products, devices and technology And best of all, when

you use the Ask Nokia Knowledgebase, these tools are

available 7x24x365, whenever you need them

Nokia Support Web tools available to Nokia customers include:

My Support

Ask Nokia Knowledgebase

Online documentation

Software downloads

Hardware support and RMA/Service Order management

Request support

My Support: Your CustomizedSupport Portal

With My Support, you can customize your support experience

to get faster access to the information you need the most A

personalized home page, your starting point whenever you

log-on to Support Web, puts all relevant content right at your

fingertips At a glance, you can see information about your

Nokia product(s), the status of your Service Requests, and all

important news from Nokia In addition to direct Ask Nokia

Knowledgebase access, a side menu provides one-click access

to other helpful features, including bookmarked resolutions,

training, and the latest Knowledgebase Update Newsletter

Ask Nokia Knowledgebase

With the powerful Ask Nokia Knowledgebase, you can access

the same problem-solving data used by Nokia support

engineers worldwide Whether you need help solving a

technical problem or answering a product question, the Ask

Nokia Knowledgebase holds more than 30,000 articles that

have been thoroughly tested and reviewed

The Ask Nokia Knowledgebase searches through vast amounts

of information including:

Documentation

FAQs

Release notes

Available software downloads

Hot-fixes Product alerts

Online Documentation

A full collection of product documentation is just a mouse-click

away Use the Documentation section to access a wide variety

of material including:

User Guides

Installation Guides

Getting Started Guides

Reference Manuals

Release Notes


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Sotware Support and Downloads

The Software Support page offers 7x24 access to fast and

secure software downloads This section contains a full libraryof current and archived software releases, including images,

patches, and maintenance releases

The latest releases always appear at the top of the product

page You can alternately choose to view current releases only

Hardware Support

The Hardware Support area allows you to request and track

your Return Material Authorizations (RMA/Service Orders)

online In just seconds, check the status of an RMA/Service

Order, and even find shipping and tracking information Simple

search tools let you look for any repair request opened within

the past 7 to 30 days An advanced search lets you pinpoint a

specific order by RMA/Service Order number and type, unit

serial number, contact name, status, and more

Request Support

Go to Request Support if you encounter a technical issue you

cannot resolve with online resources Details on this process

appear in the next chapter

The solution provided in this case, and many others

in the past, not only has met our approval, but in

my opinion it is the best service we get from all the

manufacturers that we work with regarding support

matters, follow-up and equipment replacement

Nokia support is simply outstanding

Gerardo Morales

Projects Administrator

Olinet, Mexico City, Mexico


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Chapter 6 Service Request Management

Should you encounter a technical problem, rest assured

that Nokia is ready to help Our proven Service Request

management procedures and trusted technical experts

facilitate quick resolution to your issue Then, Online Service

Request management tools allow you to track and manage

your Service Request anytime-anywhere To log a Service

Request, visit wwwsupportnokiacom or call Nokia directly

For contact details, see Appendix B2

Opening a Service Request

The best way to open a Service Request is through the online

Request Support form on Nokia Support Web Easy-to-follow

steps prompt you to provide the necessary information to

expedite your Service Request The form also enables you to

enter and save data while working on the Service Request,

before sending it to Nokia Use the Request Support form to:

Open Service Requests with a Nokia TAC

Track and manage any open Service Requests

View Service Request status and activity across your

entire organization

Add information to the Service Request including

log files and updates

Submit other requests to customer administration

or product marketing

Send feedback to Nokia

Create a self-service page to work on an issue internally

You will need your own individual login name for Nokia

Support Web to open a Service Request3

Managing a Service Request

Once your Service Request has been created, Nokia Support

Web makes it easy to manage your open Service Requests

With 7x24 access, you can monitor Service Request activity,

escalation, and progress anytime Actions available to

you include:

Service Request Status Adding Attachments

Adding Updates

Request Priority Levels

Nokia uses four priority levels to categorize the severity of the

problem and its impact on your organization When submittinga Service Request, you will need to assign a severity level based

on the criteria in the following table Priority levels also

determine Nokias target response times, with the highest-

priority issues demanding the highest-priority response Refer

to your service agreement for the target response times of

each priority level

If you encounter a Priority 1 or 2 issue, call your Nokia

Technical Assistance Center immediately to discuss the

problem Refer to Appendix B of this Guide for contact

information

2, 3 For detailed instructions on Service Request management, please refer to the Nokia Support User Guide

Priority Definition

1 Network

Down

The network or service is down or a

critical business function is not operational

No workaround is available Both Nokia

and customer are willing to utilize

considerable resources around-the-clock

to restore services quickly

2 Network

Degraded

The network or service is significantly

degraded and business operations are

negatively impacted and no workaround is

available, or a critical business function is not

operational, but a workaround for this critical

function does exist Nokia and the customer

are willing to utilize full-time resources during

business hours to resolve the problem

3 Minor

Impact

The network performance or network

functionality is degraded or a non-critical

business function is negatively affected

Impact to users is minor and business

operations are maintained

4 Question General technical question regarding the

installation, configuration, or capability of

Nokia products There is no impact on the

performance or functionality of the product,

network, or business operations


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Service Request Escalation

Nokia has a well-defined escalation process to help ensure that

each Service Request receives the attention needed for a timelyresolution In addition, customers can independently request

to escalate their Service Request at any point Both processes

are described below

Nokia Escalation Process

Every Service Request follows Nokias published escalation

plan In essence, this plan dictates that if specific response/

resolution times are not met, the Service Request is

automatically escalated up Nokias management chain The

exact timeframe for escalation depends on the Service Request

priority level, as shown in the following table For example,when a Priority 2 Service Request has not been resolved within

4 hours, the Customer Service Manager will be notified If it has

not been resolved within 24 hours, the R&D Manager and

Customer Service Director will both be notified

2 Call your local TAC and tell the engineer managing the

Service Request that you are requesting an escalation

3 Call your local TAC and ask to speak with the Duty TACSupervisor or TAC Manager to request Service Request

escalation

When a customer requests Service Request escalation, there

should be parallel escalation within the customer organization

This helps ensure that the proper resources are identified and

available within each organization to resolve the problem as

efficiently as possible

Service Request Resolution

After a Service Request has been closed, you or other

authorized members of your organization can review ServiceRequest details at any time

Notification To:

Priority CustomerService

Manager

R&D Manager CustomerServiceDirector

RegionalGeneral

Manager

CustomerService Vice

President

R&D VicePresident

1 1 hr 4 hrs 4 hrs 24 hrs 24 hrs 24 hrs

2 4 hrs 24 hrs 24 hrs 48 hrs 48 hrs 48 hrs

3 72 hrs

4 96 hrs

An escalation report is circulated to all relevant resources in

Nokia, notifying them of the status of all Service Requests

currently in escalation

Customer Escalation Process

A customer can request to escalate a Service Request at any

time, independent of the timeframes above To escalate a

Service Request, you have the following options:

1 Log on to the Nokia Support Web and place a note on the

Service Request You should also explain why you are

requesting escalation, so Nokia can understand why the

escalation is necessary and its context, as well as determine

what resources are needed

When your Service Request is closed, you will receive an email

requesting feedback on the Service Request resolution This

short survey takes about two minutes to complete and allows

you to comment on Nokia support At this point, you also will

have an opportunity to discuss any aspect of the Service

Request with a Nokia manager

Collaborate with Nokia

Need real-time support? You can connect for a live chat with

the Nokia Support Specialist assigned to your Service Request

Nokia also supports application and file sharing to help

expedite resolution of your Service Request


19/24


Chapter 7 Renewing Support

To receive the services described in this Guide, you need

a current support agreement with Nokia Ninety (90) days

prior to the expiration of your support agreement, Nokia

channel partners will send a reminder that your support

is about to expire

Reinstatement Fee Policies

Reinstatement fees for new and renewal support are

both pro-rated

For New Support, a reinstatement fee is applied if support

is purchased after 6 months from ship date This fee is

pro-rated The full fee comes into effect on the 12th month

For older than 6 months, but less than 12 months, the fee

is pro-rated

The term of the support contract shall commence on the day

the Purchase Order containing the contract reinstatement fee

and the support contract order is processed

For Renewal Support, a contract reinstatement fee will apply

if a contract has expired and is determined as follows:

- For support agreements that have expired within the last

60 days, no reinstatement fee will be applied and the

contract effective date defaults back to the original

contract date

- For agreements that have been expired at least

60 days, but less than 12 months, Nokia will charge a

reinstatement fee for the number of months the support

agreement has lapsed The fee is calculated as (contract

re-instatement fee divided by 12 months) x number of

months lapsed (between 2 and 11) = Pro-rated

reinstatement fee

- For agreements that have been expired for more than

12 months, the full reinstatement fee will be applied

The term of the support contract shall commence on the day

the Purchase Order containing the contract reinstatement fee

and the support contract order is processed

If you have questions on any renewal or reinstatement fee,

please contact your local Nokia Sales Representative or Nokia

Channel Partner


20/24


21/24


Nokia Business Devices A comprehensive offering of advanced

mobile devices for addressing every user needalso known

as the Nokia business range When combined with Nokia

applications and secure connectivity offerings, the Nokia

business range provides a well-tested, interoperable portfolio

on which to build business-wide processes

Nokia Security Administrator (NSA) An individual who

has demonstrated the knowledge to configure and deploy

the Nokia IP Security Platform and perform administration,

troubleshooting, and monitoring of the system by passing a

Nokia certification exam offered worldwide by Prometric test

centers See wwwprometriccom

Onsite Support Onsite Support includes some or all of these

actions as completed by a Field Service/Repair Engineer:

record the serial numbers of the defective and replacement

parts, remove the failing part, install the replacement part,

move any extra cards, power supplies, memory, etc to the

replacement unit, replace cables, configure a WAN and LAN

interface, so the unit has access to your network, ping the

remote unit on the network to verify connectivity, receive

customer approval that the new unit is operational, then

package and return the failed unit

OEM Hardware and/or Software A product that

is not manufactured by Nokia, but rather by an

Original Equipment Manufacturer

Product Line Support (PLS) Nokias highest-level customer

technical support team is divided into Proactive Services and

Reactive Services:

Proactive Services are responsible for developing and

managing proactive communications, internally and

externally, with ultimate responsibility for managing,

updating, and posting resolutions to the Nokia Support Web

Ask Nokia Knowledgebase This group also manages content

on the Nokia Support Web product line homepages, so that

Nokia TACs are prepared for new product launches with

technical training and technology

Reactive Services handle all escalations of product issues to

Nokia Product Engineering This team also participates in the

Nokia Corrective Action/Preventive Action (CAPA) process to

resolve escalations, quickly and effectively

Reinstatement Fees Special fees charged by Nokia to

re-establish contracted support coverage for products

after the lapse of the original support agreement

Service Order Also referred to as Return Materials Authorization

(RMA), which fulfills a hardware support request

Service Request An online Support Web customer case/request

Service Packs Software update bundles that have passed

through Quality Assurance (QA) testing and are offered

commercially by Nokia

Software Releases A generic term to describe a software

packagealso known as a software update or upgrade to

minor- or major-maintenance or feature release

Software Subscription The provision by Nokia of maintenance

release updates, patches, and error correction code to enhance

the functionality of Nokia IPSO Operating System software,

which is the control program for most Nokia appliances

Subscription service for other Nokia software applications and

Third-Party software is sold separately


22/24


Software Upgrades A software version upgrade that is a

major change to a previously installed package Should not

be dependent upon a previously installed package and should

be able to upgrade from a previously installed package to

utilize its configuration files The term upgrade has also been

used to denote a major software change as well as an update

to a minor software change For example, moving from Nokia

IPSO 37 to 38 would typically be an update, but moving from

38 to 40 would typically be considered an upgrade

Software Updates A software maintenance release that is a

minor change or correction to a previously released software

package, typically dependent on a previously released version

of that software

Support Center Practices (SCP) Certification Nokias Technical

Assistance Centers (TACs) have achieved the coveted Support

Center Practices (SCP) Certification for the delivery of world-

class customer support SCP Certification was developed by a

consortium of 41 leading technology support organizations

from around the world in conjunction with Service Strategies

Corporation SCP is recognized globally as the gold standard

for support center practices through its demanding set of best-

practice standards and performance evaluations Since 2002,

Nokia has achieved SCP certification in all Nokia global TACs for

the delivery of world-class customer support

Technical Assistance Center (TAC) Any of the global Nokia

facilities serving the Americas, Europe, Middle East and

Africa, and/or Asia Pacific A TAC provides technical product

engineering assistance to customers in accordance with

the service contract purchased Nokia TACs operate 7 days

per week, 24 hours per day with highly-qualified Support

Engineers equipped with an extensive array of tools and

laboratory resources designed to diagnose and solve

customer product issues For information on how to contact

a Nokia TAC, refer to the Contact Information section at the

end of this document

Warranty Nokia Security and Mobile Connectivity hardware

products are covered by a Nokia 12-month from date of

manufacture warranty on parts and factory labor against

defects in materials and manufacturing workmanship To

accommodate shipping time to customers, Nokia may extend

warranty coverage to a period of 15 months from date of

shipment by Nokia or to the channel partner For full details on

Nokia Enterprise Solutions hardware and software warranties,

refer to the Nokia Support Web


23/24


Appendix B: Nokia Global Support andServices Contact Inormation

Nokia Technical Assistance Center (TAC) Contact Information

Web: https://supportnokiacom

Email: tacsupport@nokiacom

Phone Number Fax Number

Americas TAC +1 888 361 5030 or

+1 613 271 6721

+1 613 271 8782

Europe (EMEA) TAC +44 (0) 1252 868900 +44 (0) 1252 865666Singapore (ASIA) TAC +65 6723 2999 +65 6723 2897

Support, Administration and Training Inquiries

Email: esservice@nokiacom

Press and Analyst Inquiries

Email: escommunications@nokiacom

Nokia Enterprise Solutions Sales

Nokia Enterprise Solutions Headquarters

55 Broad Street, 15th Floor

New York, New York 10004

United States of America

Tel: +1 917 228 0200

Fax: +1 917 228 0218

Singapore: +65 6588 3364

Finland: +358 (0)800 110 888

France: +33 (0)170 708 166

Germany: +49 (0)692 222 203 68

Italy: +39 (0)236 003652Spain: +34 (0)914 140 777

Sweden: +46 (0)856 610 789

UK: +44 (0)161 601 8908

When you choose services from Nokia,our team becomes your team.
https://support.nokia.com/mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]://support.nokia.com/


24/24

Nokia Inc.

102 Corporate Park Drive

White Plains, NY 10604 USAwwwnokiacom/business

Americas

Tel: 1 877 997 9199

Email: mobilebusinessna@nokiacom

Asia Paciic

Tel: +65 6588 3364

Email: mobilebusinessapac@nokiacom

Europe, Middle East, and Arica

France +33 170 708 166

UK +44 161 601 8908
http://www.nokia.com/businessmailto:[email protected]:[email protected]:[email protected]:[email protected]://www.nokia.com/business

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