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This section tells you how to return failed parts to StrataCom for repair if the need arises. The MRA procedure is used between StrataCom and direct customers. Distributors may have other arrangements with StrataCom. Contact your local distributor for instructions. This Appendix also describes the various levels of support services available from StrataCom for all end users.
At the end is a section for keeping the parts list inventory that was received with the equipment. If you checked off the part type, slot number, serial number and revision number at installation this list should provide you with all of the pertinent information on each system card and power supply to use if you are returning units.
Material Return Authorization (MRA)
The IGX equipment is modular so that you can replace malfunctioning parts easily. The procedure for ordering new parts and returning old ones is called the Material Return Authorization (MRA) procedure, and the steps are outlined below.
Comparison of Premier, Extra, Plus and Basic Programs
StrataCom's CoreFour product support provides choices for optimum phone support, hardware coverage, and on-site services. Optional features provide a tailored program to meet individual corporate needs. Table A-1 compares the CoreFour packages.
Table A-1 : Comparison of Support Services Available
Telephone Assistance
Telephone help is available from our International Support Centers (ISC) in San Jose, California and Fleet, England. Phone assistance is available Monday through Friday 8:00 am to 5:00 pm local time.
International Support Center Services
ISC personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. ISC provides a single point of contact to help you maintain your StrataCom network. Whether you are calling with questions about your network operations or to obtain status of equipment returned for repair, the ISC is there to answer your inquiries.
If you need help in resolving a network problem, the ISC engineer is able to dial into your network and perform a series of diagnostic checks, to quickly get to the answer to your problem. In addition, every ISC engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
FastPacket Online
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
Hardware Repair
If a problem is identified with any of your StrataCom hardware, you will be given an authorization to return the defective part to StrataCom for repair. The returned unit will be repaired, and in addition, all StrataCom specified change orders will be incorporated to ensure the highest level of performance when the unit is returned to your network.
Features:
Telephone Support:
FastPacket Online:
Hardware Repair:
Benefits:
Customer Requirements:
FastPacket Online
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
Software Support
Plus support keeps your network current by providing access to all bug-fix and minor software and firmware releases. FastPacket Online allows you to download these software and firmware releases as you desire.
Hardware Support
If a problem is identified with any of your StrataCom hardware, a replacement unit will be shipped to you within 24 hours for next business day delivery.
Features:
Telephone Support:
FastPacket Online:
Software Support:
Hardware Support:
Benefits:
Customer Requirements:
Telephone Assistance
Telephone help is available from our International Support Centers (ISC) in San Jose, California and Fleet, England. Phone assistance is available 24 hours per day 7 days per week, with a guaranteed response time of 1 hour from the time we receive your call.
Personal Account Support
With Extra support you are assigned a senior ISC engineer familiar with your networking application as your primary point of contact within the support center. ISC personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. If you need help in resolving a network problem, the ISC engineer is able to dial into your network and perform a myriad of diagnostic checks. In addition, every ISC engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
Your personal account representative will be available to you during standard business hours (8:00 AM through 5:00 PM local time). During all other times, backup ISC personnel will be able to help answer your questions.
FastPacket Online
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
Software Support
Extra support keeps your network current by providing access to all bug-fix and minor software and firmware releases. FastPacket Online allows you to download these software and firmware releases as you desire.
Hardware Support
If a problem is identified with any of your StrataCom hardware, a replacement unit will be shipped to you within 24 hours for next business day delivery.
Technical Updates
As an Extra support customer you will receive, upon request, copies of all the latest documentation covering your StrataCom network operations and StrataView Plus network management. Additionally, you will receive quarterly technical bulletins summarizing information about bug fixes, software releases, and common customer questions and answers.
StrataCom Assist Services
Priority support for your StrataCom network extends to the ongoing process of keeping your network up to date and tuned for optimal performance. Extra support provides StrataCom's expert assistance in the planning and execution of hardware, software and firmware updates to your network. In addition, you will receive an annual network audit. This audit will provide a review of account activity, a report on any outstanding technical issues, and will recommend ways for you to increase overall network efficiency.
Features:
Telephone Support:
FastPacket Online:
Software Support:
Hardware Support:
Technical Updates:
StrataCom Assist Services:
Benefits:
Customer Requirements:
Telephone Assistance
Telephone help is available from our International Support Centers (ISC) in San Jose, California and Fleet, England. Phone assistance is available 24 hours per day 7 days per week, with a guaranteed response time of 1 hour from the time we receive your call.
Personal Account Support
With Premier support you are assigned a senior ISC engineer familiar with your networking application as your primary point of contact within the support center. ISC personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. In addition, every ISC engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
Your personal account representative will be available to you during standard business hours (8:00 AM through 5:00 PM local time). During all other times, backup ISC personnel will be able to help answer your questions.
Remote Network Monitoring
As a premier customer the support center staff is constantly watching over your network, monitoring changes in status and responding proactively to problems before they impact network operations.
FastPacket Online
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
On Site Service
On-site coverage is available to Premier customers from Monday through Friday 8:00 AM to 5:00 PM local time. This service is provided with a next day response guarantee.
Software Support
Premier support keeps your network current by providing access to all software, firmware and network management releases. FastPacket Online allows you to download these software and firmware releases as you desire.
Hardware Support
If a problem is identified with any of your StrataCom hardware, a replacement unit will be delivered to you and installed the following day.
Technical Updates
As a Premier support customer you will receive, upon request, copies of all the latest documentation covering your StrataCom network operations and StrataView Plus network management. Additionally, you will receive quarterly technical bulletins summarizing information about bug fixes, software releases, and common customer questions and answers.
StrataCom Assist Services
Proactive support for your StrataCom network extends to the ongoing process of keeping your network up to date and tuned for optimal performance. Premier support provides StrataCom's expert assistance in the planning and execution of hardware, software, and firmware updates to your network. In addition, you will receive an annual network audit. This audit will provide a review of account activity, a report on any outstanding technical issues, and will recommend ways for you to increase overall network efficiency.
Features:
Telephone Support:
FastPacket Online:
Software Support:
On-Site Support:
Technical Updates:
StrataCom Assist Services:
Benefits:
Customer Requirements:
FastPacket Online 2 (FPO2) is a service available through StrataCom's website. FPO2 is a relational database used by the StrataCom Support Team to share valuable information and experiences. The only web browser StrataCom supports is Netscape 1.0 or higher. Company's without a web browser can access information in FPO2 by using ftp.
By subscribing to FPO, customers have access to files of online documents that describe technical issues involving StrataCom products and networks. Changes to customer documentation, such as User Guides, will also be posted to FPO. Customers can monitor the progress of all open field cases.
To access FPO2 though a web browser:
If the ISC has not provided a customer ID or password, contact the ISC at 1-800-767-4479 in the United States or 1-408-882-2500 elsewhere. The StrataCom website contains information on FPO2, services provided by ISC, and services provided by other StrataCom departments.
Insert the Component Inventory (taped on the rear of the enclosure) on this page. Refer to this list when returning units for exchange.
Copyright 1988-1996 © Cisco Systems Inc.
Services
Premier
Extra
Plus
Basic
Phone Support
Unlimited
Unlimited
Unlimited
12 calls/year
7 x 24
7 x 24
7 x 24
9 x 5, M--F
1 hour
1 hour
4 hour
8 hour
yes
yes
yes
no
yes
option
option
option
Replacement Hardware Parts
Advance Shipment
Advance Shipment
Advance Shipment
Return for Repair
7 x 24
5 x 12, M--F
5 x 12, M--F
9 x 5, M--F
Next Day
Next Business Day
Next Business Day
21 Days
On-site Response
8 x 5, M--F
option
option
no
option
option
option
no
FastPacket Online Access
yes
yes
yes
yes
FastPacket Online 2
option
option
option
option
Documentation Updates
yes
yes
no
no
Technical Bulletins
yes
yes
no
no
Systems Software and Network Management Sub-Releases and Bug-Fixes
yes
yes
yes
no
Systems Software and Network Management Releases
yes
no
no
no
Upgrade Implementation Support
yes
yes
no
no
Annual Network Audit
yes
yes
no
no
Circuit Span Management
option
option
option
option
Call Analysis Reporting
option
option
option
option
