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General Description |
Our technical support begins with the NTAC (National Technical Assistance Center). The NTAC, located in Norcross, GA, is staffed by specialists 24 hours a day, 7 days a week and is available to provide assistance via a toll free 1-800 number.
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Process Overview |
Trouble Report
TR (Trouble Report) tracking numbers are assigned to each Customer inquiry or problem. Information regarding the product, the type of problem, severity, location and other information necessary to diagnose and track issues is entered into DataFlo. DataFlo is the TR tracking system used to collect various system, part and customer data and provide reports to ensure timely follow up and resolution of Customer Inquiries/ Trouble Reports. The system also provides overall technical support data and failure reports for managing product quality.
Automatic Escalation
Automatic Escalation is provided via DataFlo and was designed to automatically escalate a TR based upon the assigned severity. A countdown timer begins and auto-notification to management occurs if the problem is not resolved within a pre-defined time frame. This escalation time frame is set to alert prior to Customer escalations to help Hitachi Telecom provide better response times to the customer.
Customer Escalation
Customer Escalation is provided using an Industry standard customer initiated escalation process and is defined by customer requirement. These escalations are performed manually and are reported to the customer as mandated.
Disaster Recovery Service
Disaster Recovery Assistance is a service provided by Hitachi Telecom Technical Support group 24 hours a day, 7 days a week. This can be in the form of manpower to help restore systems and facilities to normal working condition, to providing spare parts to restore the system or in severe cases, provide Emergency System replacement to get the network back in service.
Remote Dial-in Technical Support
Remote Dial-In Technical Support assistance can be provided via dial-in access to any Hitachi Telecom or third party equipment from our NTAC Remote Access Center. The Remote Access Center contains the equipment and tools to allow Hitachi Telecom's technical support staff to assist the Customer with equipment provisioning, monitoring of system health and performance, conduct equipment audits, perform diagnostics, and troubleshooting as well as review current and historical events. They can also provide or assist with software updates and remote testing.
On-Site Technical Support
On-Site Technical Support is available using Technical Support Engineers (TSEs) located in major metropolitan areas. On-site Support can be scheduled in advance for routine maintenance or other Customer activities. Our on-site TSEs can support a variety of activities such as equipment turn-up and acceptance testing, software upgrades, implementation of PCN's, addition of equipment or reconfigurations.
Emergency On-Site Technical Support
Emergency On-Site Technical Support is available and is handled by the NTAC using the same 1-800 number to maintain a single point of contact for all customer problems. When a problem has been identified as an Emergency, the TR will immediately escalate to the first level of management. Management and technical expertise are notified to assist the NTAC as needed and assess the situation to determine if restoration and recovery procedures need to be initiated. On-Site Technical Support is dispatched as required.
Technical Support Lab
Technical Support Lab is fully equipped to provide Field Trouble Duplication, Configuration Testing, Customer software and hardware verification, MOP review, upgrade verification and patch verification. The lab maintains the current release of hardware and software used by the customer in the field. This allows for quick field trouble duplication.
