papa-bear

Hey Gei,

Nortel won't let me see the document. They say I don't have the correct rights to get to it (yes, I have logged in)

Spanton

Same here. I can't see it. can you send to me.

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slagburn

I guess I better call them tomorrow about some minor issues I've been having with release 5 PBX...

Archibald J. Cox

Gei, if you could put the pdf up here, I'd be eternally grateful!

Thanks,
Arch

Java_Bob

Unauthorized

gei_spot

Here ya go...



Services Bulletin
Bulletin Number: S-2005-0151-NA
Date: 16 May 2005
North America End-of-Life (EOL) Technical Support Policy Enforcement
Introduction
This bulletin is a follow-up to the Distributor Notice sent April 1 to all Enterprise Partners regarding enforcement of the End of Life Technical Support Policy, effective June 1, 2005. This bulletin provides an overview of the summary of changes to the End of Life Technical Support Policy, the process for submitting a blanket Purchase Order prior to initiating a request for service with Nortel*, and the method of accessing the most current listing of EOL software.
Summary of Changes
The EOL Technical Support Policy is noted in the Technical Support Engagement Guide as follows:
End-of-life (EOL) products will not be supported by Nortel’s Technical Support. For cases related to EOL products, Nortel will provide only recovery activities in system outage situations and will bill for such outage situations on EOL Software.
Beginning June 1, 2005:
- Nortel will bill for all EOL Software recovery activities in system outage situations. Upon placing a call to Nortel’s Technical Support, the Partner will be required to provide a purchase order (PO) or credit card prior to obtaining service or have a blanket PO on file specifically for the purpose of EOL technical support billing.
- Nortel Technical Support will deny service on any EOL Software service request which is not related to a system outage situation.
Price Specifics
Per incident billing for EOL Software recovery will be at the following rate:
- $300 (USD)/hr with a minimum of 2 hours
Nortel Page 1 of 3
The pricing contained within this bulletin supercedes any previously published EOL information.
Process for Submitting a Blanket Purchase Order (PO)
In order to facilitate prompt attention to a service request for EOL Software support in system outage situations, a blanket PO may be submitted prior to the need for service. Specifics regarding the PO are as follows:
1. The minimum dollar amount for the PO is $10,000; the PO will be effective for one (1) year.
2. As service is provided, the PO will be decremented and notification will be provided to the Partner once the PO reaches a level of $2500
3. The PO must contain the following information:
a. Statement that coverage is for EOL Software Outages
b. Detailed listing of products covered, e.g. BCM, Call Pilot, Multiprotocol Router (Bay RS Routers), etc.
c. Site IDs which are applicable for coverage
d. Partner name
e. Name, phone number and signature of person issuing PO
4. Fax the PO to the following Nortel number: 631-737-8514
NOTE: If the Partner also provides the applicable end user’s Site ID at the time the Partner initiates the service request with Nortel, the name of such end user will appear on Nortel’s invoice for the service.
Documentation
Nortel’s current listing of EOL Software can be accessed via the Technical Support Portal, Services and Support section at URL: http://www130.nortelnetworks.com/cgi...?cscat=SUPSVCS.
The TSE Guide (Service Bulletin S 2004-0327 NA) can be viewed via the Partner Information Center (PIC), found under the Services Page, Service Bulletins – 2004 for reference to Nortel’s End of Life Policy.
Nortel Page 2 of 3
Frequently Asked Questions (FAQs)
1. Why is Nortel implementing billing for End of Life (EOL) support?
Answer: It is more cost effective for the Partner and Nortel to have a customer on a current version of software. The customer can realize benefits in terms of features and technology when the customer is operating the current version of software.
2. What products does this EOL Technical Support Policy affect?
Answer: All Enterprise software for Voice and Data products
3. What is the required method of payment for EOL technical support?
Answer: The Partner is required to issue a PO or credit card when the Partner places a call to initiate an outage situation service request with Nortel; or the Partner may provide a blanket PO in advance to cover these service calls
4. Under what circumstances will EOL software be supported?
Answer: EOL software will be supported only in a system outage (E1 priority) situation. Support will consist of attempting to bring the system back to its original state prior to the outage occurrence. If the Partner requires remote technical support regarding an upgrade from an EOL product to a successor product, various options that are available for purchase are described in the Service Engage Portfolio (https://app12.nortelnetworks.com/cgi...ged_build.html).
5. Can the Partner still get service in a system outage situation while the P.O. is being processed?
Answer: No
6. What is the process for notification of products reaching EOL status?
Answer: Retirement Bulletins are posted on the TS Portal and the Partner Information Center (PIC).
*Nortel, the Nortel logo and the Globemark are trademarks of Nortel.
Nortel is a recognized leader in delivering communications capabilities that enhance the human experience, ignite and power global commerce, and secure and protect the world’s most critical information. Serving both service provider and enterprise customers, Nortel delivers innovative technology solutions encompassing end-to-end broadband, Voice over IP, multimedia services and applications, and wireless broadband designed to help people solve the world’s greatest challenges. Nortel does business in more than 150 countries. For more information, visit Nortel on the Web at www.nortel.com.
Nortel Page 3 of 3

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Archibald J. Cox

Thank you, Gei! Very informative!

Arch

gei_spot

You are very welcome Hopefully this will provide some AMMO for you folks that are running on Dino's :P

Sorry I knew I should have put this in the NEWS section, but I thought that the articale would get more exposure posting here.

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