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Avaya P.A.S.S program
- Thread starter zstic78
- Start date
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- #3
Well this is what we are being told.
Partner Assurance Support Services for All Nortel Products
• Technical Support (Tier3)
• Remote technical assistance and emergency recovery
• Corrective Content (Software Updates) (Tier3)
• Delivering and applying patches and maintenance releases
• Software Upgrades (formerly branded as SRS)
• Delivering and applying software upgrades in accordance with Nortel standard specifications and procedures
•
As of July 1, 2010, if the customer has not purchased a PASS service then the Partner can not reach out to Tier 3 former Nortel for remote technical support or corrective content. This is a New policy from manufacturer to partner to access Tier 3 support on behalf of customer.
I take this to mean after july 1, you will not be able to down load patches for the systems you maintain unless the customer subscribes.
Now the Tier 3 stuff I am not too worried about because Our NOC is fantastic, and usually are able to pin point issues before going to Nortel.
The problem I see is that a customer has a maintenance contract. As my customer does, with a service provider at 2 sites and with Nortel at 2 others. ( just signed in Jan. ) so now the sales staff has to go back to the customer and inform them they have to pay an additional fee to maintain this service?
So I am trying to find out if any one has come across this yet, and if this is a moving forward with NEW contracts (customers) or if it is the "sorry you have to pay more" that I am seeing it as.
Partner Assurance Support Services for All Nortel Products
• Technical Support (Tier3)
• Remote technical assistance and emergency recovery
• Corrective Content (Software Updates) (Tier3)
• Delivering and applying patches and maintenance releases
• Software Upgrades (formerly branded as SRS)
• Delivering and applying software upgrades in accordance with Nortel standard specifications and procedures
•
As of July 1, 2010, if the customer has not purchased a PASS service then the Partner can not reach out to Tier 3 former Nortel for remote technical support or corrective content. This is a New policy from manufacturer to partner to access Tier 3 support on behalf of customer.
I take this to mean after july 1, you will not be able to down load patches for the systems you maintain unless the customer subscribes.
Now the Tier 3 stuff I am not too worried about because Our NOC is fantastic, and usually are able to pin point issues before going to Nortel.
The problem I see is that a customer has a maintenance contract. As my customer does, with a service provider at 2 sites and with Nortel at 2 others. ( just signed in Jan. ) so now the sales staff has to go back to the customer and inform them they have to pay an additional fee to maintain this service?
So I am trying to find out if any one has come across this yet, and if this is a moving forward with NEW contracts (customers) or if it is the "sorry you have to pay more" that I am seeing it as.
grumpyone60
Technical User
There is a PASS and there is a PASS+ program
still confused as to which one we need,,, wish I had planned better for retirement, things are changing too fast and too confusing to keep up with anymore,
You want dialtone? you want it on your computer? you want it to be as reliable as that pair of copper wires?
you silly,,,,,
still confused as to which one we need,,, wish I had planned better for retirement, things are changing too fast and too confusing to keep up with anymore,
You want dialtone? you want it on your computer? you want it to be as reliable as that pair of copper wires?
you silly,,,,,
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