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

how can we help you?

Contact us at Greenwill Solution office and get a free quotation before renew your maintenance contract.

“The results were clear, professional, and effective, and the saving is significant. They know what Care Manager want!”

Apisit B.
Care Manager, Leading Telecommunication Manufacturer

Looking for a professional technical support?

Translate »