COAMS

[tnjwinters]

Is any body here set up as COAMS? I have been trying to get better info as far as required training.

 

[GHTROUT]

http://search.nortel.com/go/query.jsp?tx0=coams

There are a few recent files I spotted.

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http://www.GHTROUT.com/

 

[acewarlock]

When my company tried to get COAMS on our 60 BCM's and 1 Option 11C, they told us every systen must be at the latest software release and our Tech's must be Certified on every program/Application that we use. After calcuating the cost of upgrading and training it added upto over $250,000 the first year and about $50,000 each year thereafter.

 

[fibereng]

That's a bunch of bull. How can they require that kind of certification when their "Partner" service providers constantly send out unqualified techs? My guys are head and shoulders above our maintenance provider without being certified. The only thing we use them for is equipment replacement and PDT issues since we can't have the magic key.

 

[GHTROUT]

Those stiff requirements are only 2 years old I think. It was a recent change... I know of a few companies in our town that had to exit the COAMS because of it.

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http://www.GHTROUT.com/

 

[acewarlock]

fibereng you may think that's a bunch of bull, but that's how it was spelled out in our request to become COAMS.

 

[acewarlock]

This is only part of the document coams_pgm (Adobe Acrobat Doc)

Version 7 – January, 2004
Nortel Networks Global Services
for Enterprise
Customer Owned and Maintained Systems
(COAMs) Program for U.S. and Canada

Maintenance Qualification Program — Recognized Nortel Networks Training Courses that
must be completed by bonafide employees of the customer, prior to being qualified to maintain a
COAMS Status. Individual employees must complete required minimum courses. Site-specific
Option Training must be completed if utilizing any of the optional features.


COAMS Responsibilities
Nortel Networks’ COAMS Program establishes a business transactional relationship with Nortel
Networks’ GNTS function as it relates to service recovery during the maintenance cycle. The
self-maintained End-Users that have elected to participate in the COAMS Program must assume
the following responsibilities:
• Maintain a status of Customer in Good Standing
• Maintain the required levels of training to remain qualified for the Maintenance
Qualification Program. (Training to current level as system evolution dictates must be
completed prior to the commencement of upgrading.)



COAMS Service Program 3
• Maintain product documentation at the current level and releases, as defined by system
profile.
• Maintain the spare parts essential to maintaining the COAMS' specific equipment
operational. (See NTP’s Section – Spares Planning in the System Planning and
Engineering Guide, Number 553–3001–153.)
• Be capable of maintaining and servicing the product for the full feature
functionality/options, based on Nortel Training
Level.
• Reapply for COAMS participation and renew the COAMS service contract annually.
This may require a Quality Audit, if proper records have not been maintained. (See
Attachment 3, Registration / Renewal Support Contract)
• Keep the system's software release levels at or above the sustained level published by
Nortel Networks. (See Appendix 2, Hardware and Software Status.)
• Provide critical information about individual sites.
Example: Site is the hub of a 10 switch network
Example: Hospital / 24 hour business
• Provide the COAMS Company's escalation procedures.
COAMS Policy
1. In order to obtain GNTS and Training Support, the COAMS End-User must comply with
all procedures outlined within this policy. Technical support is limited to voice products
supported by GNTS.
2. The system(s) must be purchased through, installed and maintained throughout the
warranty period, with the exception of Quality Audited Systems (see 4 below), by an
Authorized Distribution Channel. The maintenance must be provided by bonafide
employees of the customer, (not including consultants; agents, unless otherwise
contractually agreed to by Nortel Networks. subcontractors or any other kind of
independent contractor) who have fulfilled all requirements of the Maintenance
Qualification Program.
3. Used systems must be upgraded to the minimum supported release.
4. Quality Audited Systems need not be installed and/or maintained by an Authorized
Distribution Channel; however the Distribution Channel must be currently certified by
Nortel Networks to perform quality audits, must support all installation efforts, and must
perform a quality audit upon the completion of the installation. A copy of the Quality
Audit Report certifying full compliance within Nortel Networks guidelines must be filed
by the Customer, along with COAMS Registration Form, prior to support being rendered
by Nortel Networks GNTS.