SUPPORTbasic is a service program that provides the standard support you require for efficient network operations. Replacement of defective hardware is not included. SUPPORTbasic customers have access to Alcatel's technical response center 7 days per week, 24 hours per day. SUPPORTbasic customers receive technical assistance from Alcatel support engineers via remote access. Remote access allows Alcatel 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 engineers promptly resolve technical issues. SUPPORTbasic 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. SUPPORTbasic customers receive software notifications (via email) that protect and maximize equipment investment. Customers receive periodic software maintenance releases, patch releases, and enhancements.