Technical Assistance Center
Priority Care TAC Response (PC)
Occam Networks Technical Support is available to all Occam customers. For those customers who desire a little more than the standard support, we offer Priority Care to take care of all your support and maintenance needs.
With PC, you will be assigned a Customer Support Engineer (CSE) Advocate. He or she will become familiar with your network design, the services that you have deployed, and your operational process. He or she will also be available to escalate tickets or issues on your behalf. Although this CSE will not be your sole point of contact, nor will he or she be responsible for taking all of your tickets, your CSE Advocate will be available when necessary to provide that extra attention within the support department.
Upon activation of your Priority Care contract, you should receive a welcome email from your CSE Advocate, and he or she will work with you to setup an introductory conference call between your staff and the Management of Customer Support. This call is a great opportunity to meet your CSE Advocate as well as the management staff and to get any questions about Occam Support and its structure cleared away.
As well as having a CSE Advocate assigned, all PC customers receive a prioritized TAC response on trouble tickets and inquiries. Anytime you open a trouble ticket, whether it is opened via the Customer Web Portal, Customer Support Hotline, or the support email list, any normal Priority Care ticket will be taken immediately after all Major or Critical outages are handled.
An additional feature of PC TAC Response is an annual network audit. During your network audit, your CSE Advocate will remotely access your Occam equipment and provide you information on Software versions, configuration, and any recommendations for improved performance.
Not only do we provide a yearly network audit to keep you apprised of the recommended configuration and software load for your network, all Priority Care accounts have the ability to receive periodic ticket and RMA status updates. This can include an open ticket review, ticket history and trend analysis, RMA update on existing or previous returns, or any other support related information that you would like to review. Whether this is a spreadsheet emailed to you weekly, or an in-depth review over the phone, our Support department will work with you to determine the right reporting schedule and contents of your status updates, and provide those to you via your preferred medium.
For PC customers who have coverage for more than 100 BLCs, we will include an annual site visit as part of your service contract. This is an opportunity for your CSE Advocate to meet with your staff in person and further develop your relationship with our support organization. To ensure that your top priorities are addressed during this visit, an agenda will be set forth in advance. The location of this visit can be determined by you, and the TAC Manager will work with you to schedule the visit to ensure the schedule is acceptable to your staff.
Occam Priority Care customers also see benefits when it comes to our Beta Program. Before each new release that Occam provides to our customers, there is an intensive Beta Test program designed to validate the new features and to gather field input. By being a PC account, you are given priority as a candidate for any of our Beta Programs. These focused Beta Trials are not only an opportunity to preview the new features before they are released, but also give you a chance to provide valuable input and recommendations on design implementation. As these opportunities arise, you will be contacted by your CSE Advocate for more information.
PC support deliverables
| Type of Service | PC Support Deliverables |
| Telephone access | Non-emergency: 5AM - 6PM Pacific Time Mon-Fri (does not include holidays) Emergency: 24 hrs / day, 365 days per year |
| Response objective | Critical: 15 minutes Major: 30 minutes All others: 4 hours or Same Business Day |
| 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 s practical |
| Performance metric objective | 90% |
| Replacement parts | Not included |
| Software entitlement | Not included |
| Network audits | Annual network audits on all your hardware and software. |
| On-site visits | Included for contracts greater than 100 BLCs |
| Support Contact | Standard access routes for trouble tickets and RMA requests. CSE Advocate for issue escalation and ticket management |
| Email / Portal support (does not include holidays) | Prioritized based on severity of impairment |
| Access to tech bulletins | Included |
| Cost of service | Annual fee - based on product configuration |