Home
Skip to main navigation Skip to main content

Home | About NEC Corporation of America | Contact | NEC Careers  

NEC - Empowered by Innovation NEC Corporation of America
Products Products Showcase Showcase News and Events  Media Center Sales Promotions Customer Support Sales & Support Reseller Support and Training Reseller Support & Training Partners Partners
Site Search
Services
Communication Solutions
Industry Solutions
NEC Unified Solutions Partners

RESOLVE Program


RESOLVE --   Remote Engineering Support Of Large Volume End-Users

Purpose

The RESOLVE program is intended to provide special engineering support for large end users whose sophisticated NEC systems are maintained on a daily basis by their own technical force, or on a T&M/contract basis by an authorized associate or other authorized third-party provider.

It is not designed to supplant services of Associates, but rather to augment them when appropriate. It is an engineering support "assurance" program. Click here to register.

Conditions:

  • Must be specifically requested by the End User and be endorsed by the servicing associate concerned.
  • NEC reserves the right to deny participation.

Terms:

  • Service will be provided per a contractual agreement between NEC and the end user involved.
  • Contract costs will be for a one-year term payable in advance or as mutually agreed upon.
  • Prices are generally quoted on a case-by-case basis.

Services Provided:

1. Telephone Engineering Support

Subscribers will be entitled to a specified number of free telephone calls to NEC Field Service. Additional calls are billable. Calls can be for routine information or for emergency situations.

2. Remote Engineering Support

Various engineering activities may be performed on NEC premises at the request of the end user under terms of this program for the purpose of ensuring the proper functioning of NEC equipment concerned. These activities may include, but are not necessarily limited to, the following:

  • Technical consultation.
  • Remote MAT operation for diagnostics or testing purposes.
  • Lab simulation and testing of custom requested programming or database design configurations.
  • Software modifications.
Charges for these services will be individually negotiated based on the hourly and daily rates specified herein.

3. On Site Field Service Engineer (FSE)

Subscribers are entitled to request an on site FSE for assistance subject to normal scheduling guidelines and prevailing billing rates.

4. Documentation

Subscribers will be entitled to an initial set of CD-ROM-based documentation and will be placed on the Documentation List Server for as long as their subscription is valid. Periodic special "maintenance announcements" will also be provided as appropriate.

5. Web-based Call Record Access

Subscribers will receive access to NEC America's NTAC Online, an Internet service that will enable the subscriber to find information on all service calls on their systems for any time period since subscription. Additionally, the online service contains news features, product information, and access to Technical Documentation.

6. Pricing Information and Additional Fees

Per Site Hardware Configurations: Price quote is based on switch, port size, software, revision, and any special applications, i.e. T-1, CCIS, etc.

Multiple Systems: Price based on the above plus the number and location of sites involved.Price may vary due to installation configuration and complexity.Additional calls (beyond the standard for your configuration) are billable at $100/hr or any portion thereof during normal business hours (8:00 - 17:00 Central Time) and $150/hr evenings and on weekends or holidays.

Site Visits: NEC's then-prevailing rates plus travel (airfare) and expenses (local transportation, food and lodging, etc.) will apply for on-site work Monday - Friday, 8:00 - 17:00 local plus an additional $150/hr evenings, weekends and holidays.

7. Questions, clarifications and correspondence:

Email RESOLVE Program
NEC Corporation of America
6555 N. State Highway 161
Irving, TX 75039
Tel: 214-262-2410
Fax: 214-262-6810


Notice: The services in the Resolve Program specifically exclude moves, adds, and changes (MAC) and other routine maintenance activities normally provided by associates and end-user technicians.

NEC Unified Solutions
Login Terms of Use & Privacy eco Green Initiative Bookmark and Share

NEC