Technical Assistance Center
Basic TAC Support
The Occam Technical Assistance Center (TAC) is prepared to support you with problem diagnostics, fault isolation, and resolution. Assistance includes problem tracking, management and escalation. If the TAC determines that the problem is outside the scope of the Occam product, the TAC will recommend a plan of action to clear the problem, such as identifying the appropriate vendor, manufacturer, or service provider needed to resolve the problem. We will also participate, if requested, on conference calls with external vendors to assist you with problem isolation.
TAC support provides:
- 7 x 24 access to Customer Support Engineers (CSEs)
- Email support for non-emergency requests
- Remote diagnostics and problem simulation in Occam labs
- Technical bulletins
- Problem tracking, management and escalation
TAC response objectives
| Telephone support | Non-emergency: 5AM - 6PM Pacific Time Mon-Fri (does not include holidays) |
| Email / Portal support (does not include holidays) |
3 Business Days |
| Response objective | Critical: 15 minutes Major: 30 minutes All others: 3 Business Days |
| Trouble resolution objective (problem with Occam product resolved, or other action recommended to clear problem; e.g., external vendor) | Critical: 4 hrs Major: 8 hrs All others: as soon as practical |