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.
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