Nortel COAMs (Customer Owned and Maintained)

[StephenWyker]

I am trying to get information from Nortel about this. Our dealer totally sucks, and two others I have tried have been extremely shady about very simple options I want for our business.

Here is the deal. We have a BCM 1000, that we, and only us, want to maintain. I don't want a dealer applying patches, keycodes, etc, and randomly charging fees for useless services like key code retrival.

I just want a contract from NORTEL to allow me to download patches, get my own key codes ,etc, which doesn't seem like to much to ask but I need a "supporting" dealer, which doesn't seem to exist.

Can someone point me in the right direction?

 

[parnola]

We purchased our BCM systems through SBC in 2002. We selected no contract, and since then have purchased all updates through a reseller such as CDW and applied them ourselves. We support the system ourselves and purchase refurb phone sets from a company in Kentucky when we need new ones.

 

[senk1s]

1. complain to NT about the dealer (assuming they are authorized by NT)
2. Global knowledge offers product training
3. Here is the link for a brochure informing about COAMS

http://www.nortel.com/services/collateral/nn111860.pdf

 

[acewarlock]

Here is a quote I got from Nortel For me to be (COAMS) Customer owned and maintained systems. Also your Systems must be at the latest Rls and your Techs must be Cert on all systems.


Software Services
Software Release Service - Basic
· Operational and applications software major functional releases and upgrades
· eService access to restricted web based downloadable software or CD distribution (which ever available per product)
· Access to patches & fixes included with software product purchase

Software Release Service - Plus
· Operational and applications software major functional releases and upgrades
· eService web support tools access to restricted web based downloadable software or CD distribution (which ever available per product)
· Telephone technical support 7x24x365 for many products, normal business hours for the remaining products.
· Access to patches & fixes included with software product purchase
This support is provided by the company the BCM is purchased from at no extra cost.

Technical Support Services Pack
Technical Support Service
· Ability to log a call 7x24x365
· Technical and operational assistance 7x24x365 for many operational software and hardware products, normal business hours for the remaining products
· 7x24x365 Call Center emergency recovery worldwide for all products
· Adherence with TL9000 case severity classifications and escalation procedures
· eService access to web support tools including case management, software distribution, known problem file knowledge management, and Return Material Authorization status viewing
This option includes the Nortel Basic Software Support listed above.
BCM 400 - $750/year/unit BCM 200 - $600/unit/year

Repair Services Pack
Return & Replace Service
· Technical Support Service
· Return-to-Factory parts repair service with parts shipped within 10 business days after receipt of part by Nortel Networks
This option includes the Nortel Basic Software Support listed above.
BCM 400 - $900/unit/year BCM 200 - $700/unit/year

To view Documentation, Software and Bulletins on the BCM, go to

http://www.nortelnetworks.com,

select Support & Training and then Technical Documentation. On the right hand side of the Technical Support page under Find Products, you’ll find a pull down menu where you can select BCM.

 

[StephenWyker]

That seems to be more info then I have gotten from nortel. I've tried complaining about my dealer, but that has gotten me nowhere.

I'm totally willing to take the Global Knowledge courses, as I am sure they will be some help (not a bunch, but some!) -- Thats why the company has expense reports =)

Maybe if nortel actually calls me back or emails back, I can get this ball rolling.

 

[3Sixty]

I would suspect you will need to take certification on the product to. The NNCSS course.

http://app97.nortelnetworks.com/cgi...btype=&trkID=TNTS00001B&crtOID=1000006&stat=A

Marshall

http://www.marshallshouse.co.uk

 

[NARSBARS]

I pay about that much for 100% maintenance including sets and wiring for my BCM small sites for a great vendor. I know that I pay a little more for some services but I guess it all depends on the vendor.


NARSBARS

 

[acewarlock]

We figure if we did (COAMS) it would cost us about $110,000 a year for all our sites and Training. Plus about $45,000 just to upgrade all our systems to the latest Rls of hardware and software. and then we have to keep going to school every time they make new changes.

 

[StephenWyker]

Well if I could find a really good dealer, i wouldn't have this issue; but they seem to be very few and far between. Maybe I should just get an IP office ... LOL

 

[MagnaRGP]

Post your location. I'm sure that some vendors' staff read these forums....

 

[StephenWyker]

Long Valley, NJ