Customer Responsibilities

To simplify and accelerate your interaction with our Customer Support Representative please have the following information ready when you contact the TAC:

• Model and Serial Number of Occam product
• Software Version of Operating System and EMS (if applicable)
• Manufacturer and Model of other vendors products attached to system
• Description of the problem and results of any diagnostics run
• Suspected problem and source of the problem identification

Occam Networks developed the Occam Support Secure Access Node™ (OSSAN) to improve troubleshooting and ensure rapid resolution of problems in your network. You will need to install, connect the pre-provisioned OSSAN to the BLC network, and provide access to the Occam Customer Support engineer when required. This gives Customer Support immediate remote access to diagnostic tools such as specialized protocol analyzers to resolve voice, video, and data issues should they occur in your network.