| Features and Benefits |
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| Onsite training/remote technical support |
Dialogic makes available its technical personnel to the customer (under MC) based on time. Dialogic's technical personnel can support customers in operating Dialogic products and configuring products per customer needs. Dialogic's professional technical staff spends a significant portion of their time in training and in keeping up-to-date with technical information concerning Dialogic products. They have accumulated significant experience and expertise in operating Dialogic products. The customer gains from this expertise, and the customer's technical personnel gain experience by working closely with the Dialogic professional team. Dialogic engineers are available onsite and are fully dedicated to the Ccstomer either remotely or through the xMS and telephone support. Onsite support is only available for a minimum package of up to 3 days onsite with an option for extension |
| Annual preventive maintenance |
Dialogic is aware of the importance of its products to the customer's business. In order to prevent failures and issues with its products, Dialogic offers the Preventive Maintenance & Inspection Service. This service is recommended once a year. Dialogic service engineers will review the customer's network and solution and will perform a preventative maintenance routine according to the procedure for the product type. To prevent traffic disruption, the preventative maintenance routine will be performed only upon full customer authorization. Dialogic will provide a report at the end of the maintenance routine which will summarize the current status of the product, and recommend any changes in the operation of the product and any additional actions that need to be taken. |
| Annual onsite hardware replacement |
Onsite hardware replacment service transfers the management of all repair and replacement to Dialogic. By implementing this service, the customer outsources the entire parts logistics process to Dialogic. Dialogic will consult with the customer in building a plan that meets the customer's business goals and objectives. This comprehensive service provides continuous monitoring and automatic replenishment of parts as well as intelligent inventory management. Replacement units are shipped within 2 business days after receiving a request. This service is available 7 x 24x 365. The service may include full spare control and onsite replacement depending on customer needs and Dialogic capabilities. |
| Non-Dialogic trouble ticket support and subscription |
Dialogic technical support is intended to provide support for Dialogic products including any malfunction in tits product or any operational consulting relating to Dialogic products. It is expected that the Customer will take full responsibility for all defects and problems that are not related to the Dialogic product and will have the skills available to determine if a problem relates to a Dialogic product or not. Dialogic support will immediately deal with any service request. In the event that the cause of the malfunction is determined to be unrelated to Dialogic products under contract, Dialogic will charge the customer for such support. The customer may purchase a batch of Non-Dialogic tickets at a significant discount. This will provide the support of a Dialogic expert when a Non-Dialogic service request is made to the Dialogic team. |
| Test bed services |
Dialogic has test labs that are used to verify and simulate field problems and specific requirements from its customers. It is also used to simulate upgrade procedures for new software packages. Customers that do not have test labs can use Dialogic labs to simulate specific network requirements or train their staff on specific features of Dialogic products. Dialogic will make available one full ControlSwitch System , two I-Gate 4000 Media Gateways, and bulk load simulators together with full-time service engineer who will help customers run their test plans. |