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SUPPORTplus customers have access to the Alcatel eND technical response center 7 days a week, 24 hours a day. With total hold time averaging less than one minute, you are ensured prompt attention with an Alcatel support engineer. Alcatel ships, at Alcatel's own expense, replacement hardware components to a designated SUPPORTplus customer site for arrival on same day as the diagnosis. This service is available Monday through Friday from 7am to 5pm EST, excepting holidays. SUPPORTplus customers receive technical assistance from Alcatel support engineers via remote access. Remote access allows Alcatel's technical experts to perform 'in-box' diagnostics 24 hours a day. With real-time access to configuration parameters, hardware and software revision levels, and port statistics Alcatel's engineers promptly resolve technical issues. SUPPORTplus customers have access to privileged information on Alcatel's main service and support website, eService. Customers receive a login that entitles them to specialized web services including personalized support cases, return material authorizations, on-line problem escalation, known-problem reports, release notes, troubleshooting guides, and software maintenance releases. SUPPORTplus customers receive software notifications (via email) that protect and maximize equipment investment. Customers receive periodic software maintenance releases, patch releases, and enhancements.
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