Response time The Alcatel Customer Call Centre logs your call, takes your details and guarantees that a specialist responsible for treating your request calls you back within eight hours. If required, on-site intervention will occur within an agreed response time. The duration of the service, minimum one year, is agreed with the customer. All service requests are made directly to the Alcatel Customer Call Centre where all calls are logged and each incident is assigned a unique reference number. Problem resolution is performed by a specialist who will intervene within the agreed timescale and make such visits as are required to resolve your problem.
Final resolution is confirmed to the customer.
This service relates to identifying potential problems and getting them resolved without causing costly equipment downtime. On-site preventive maintenance visits may be obtained by prior requests to the Alcatel Customer Call Centre. The customer must designate a site contact, provide access to the necessary information and make available people with sufficient levels of competence and authority to achieve the preventive maintenance objectives. Intended customers Companies of any size requiring maximum uptime and high availability of their installed communications equipment. The date for the annual on-site preventive maintenance visit is agreed with the customer at the time of purchasing the service, or by calling the Alcatel Customer Call Centre.