DSC MA Technical support serviceConsumer Products
Service period: Jun 2020-Nov 2020. (6 months)
Project name: DSC (PCRF) Maintenance Technical Support Services for TOT/AIT Core Mobile MA Year 2020
Part I: Hardware Maintenance Technical Support Services
When Hardware fault found or HW Failure with unforeseen case, Nokia would demand a Supplier to go onsite to troubleshooting, coordinate with Customer/Nokia 3rd Party, collect Logs and perform HW replacement and do reporting to Nokia/End customer after it’s resolved.
Part II: Software Maintenance Technical Support Services
Supplier will resolve technical problems and malfunctions during the operation of Nokia DSC system. Supplier shall therefore provide technical expertise to investigate and analyze the problems. Supplier shall use the full scope of its expertise, experience and system knowledge to isolate the problems and to provide a solution within the defined period of time.
The technical support SERVICES as defined under this proposal shall include
- Emergency SERVICES.
- Trouble Resolution SERVICES.
- Technical Query SERVICES .
- ONSITE Intervention SERVICES.
- Customer Service Management.
- Software Update Installation and Testing Service.
- System Upgrade Service.
Service Levels and Response Times
This service has to be available 24 hours a day, 7 days per week. Supplier Technical Expert (TE), Nokia and end customer will commit full-time resources to resolve the situation.
Table 2: Emergency Response time and Service Level.
| FAULT Priority | RESPONSE Time | Service Restoration Time/ WORKAROUND | Resolution Time |
| Emergency | 30 min | 4 hours | 45 Calendar day |
| KPI: Target precision of Customer Service Request (CSR) per Quarter: 92% Achievement | |||
| Online Support: 7×24, website | |||
Table 3: Technical Resolution SERVICES response time and service level.
| FAULT Priority | RESPONSE Time | Service Restoration Time/ WORKAROUND | Resolution Time |
| Critical | 30 min | 4 hours | 45 Calendar day |
| Major | 1 hour | 8 hours | 90 Calendar day |
| Minor | NBD | As per Nokia Definition | As per Nokia Definition |
| KPI: Target precision of Customer Service Request (CSR) per Quarter: 92% Achievement | |||
| Online Support: 7×24, website | |||
Table 4: Technical Query SERVICES response time and service level.
| Technical Query Priority | INITIAL RESPONSE /Coverage Time | Settling Time |
| Priority 1 | 1 business day | 3 business day |
| Priority 2 | 3 business day | 10 business day |
| Priority 3 | 10 business day | 15 business day |
| KPI: Target precision of Customer Service Request (CSR) per Quarter: 92% Achievement | ||