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This section tells you how to return failed parts to StrataCom for repair if the need arises. The MRA procedure is used between StrataCom and direct customers. Distributors may have other arrangements with StrataCom. Contact your local distributor for instructions. This Addendum also describes the various levels of support services available from StrataCom for all end users.
At the end is a section where for keeping the parts list inventory that was received with the equipment. If you checked off the part type, slot number, serial number and revision number at installation this list should provide you with all of the pertinent information on each system card and power supply, to use if you are returning units.
Material Return Authorization (MRA)
The AXIS equipment is modular so that you can replace malfunctioning parts easily. The procedure for ordering new parts and returning old ones is called the Material Return Authorization (MRA) procedure, and the steps are outlined below.
Comparison of Premier, Extra, Plus and Basic programs.
StrataCom's CoreFour product support services allows you to pick the optimum level of phone support, hardware coverage and on-site services for your networking environment. Many optional features allow you to tailor a program that meets the specific needs of your company. Table C-1 compares each of StrataCom's CoreFour support packages.
Table C-1 : Comparison of Support Services Available
| Services | Premier | Extra | Plus | Basic |
|---|---|---|---|---|
| Limited Phone Support | no | no | no | 12 calls/year |
| Unlimited Phone Support | yes | yes | yes | no |
|
7 x 24 | 7 x 24 | 7 x 24 | 9 x 5, M--F |
|
1 hour | 1 hour | 4 hour | 8 hour |
|
yes | yes | yes | no |
|
yes | option | option | option |
| Replacement Hardware Parts | Advance Shipment | Advance Shipment | Advance Shipment | Return for Repair |
|
7 x 24 | 5 x 12, M--F | 5 x 12, M--F | 9 x 5, M--F |
|
Next Day | Next Business Day | Next Business Day | 21 Days |
| On-site Response | 8 x 5, M--F | option | option | no |
|
option | option | option | no |
| FastPacket Online Access | yes | yes | yes | yes |
| FastPacket Online Read-only Copy | option | option | option | option |
| Documentation Updates | yes | yes | no | no |
| Technical Bulletins | yes | yes | no | no |
| Systems Software and Network Management Sub-Releases and
Bug-Fixes |
yes | yes | yes | no |
| Systems Software and Network Management Releases | yes | no | no | no |
| Upgrade Implementation Support | yes | yes | no | no |
| Annual Network Audit | yes | yes | no | no |
| T1/E1 Span Management | option | option | option | option |
| Bandwidth Management Services | option | option | option | option |
| Network Statistics Reporting | option | option | option | option |
Telephone help is available from our International Support Centers (ISC) in San Jose, California and Fleet, England. Phone assistance is available Monday through Friday 8:00 am - 5:00 pm local time.
International Support Center Services
ISC personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. ISC provides a single point of contact to help you maintain your StrataCom network. Whether you are calling with questions about your network operations or to obtain status of equipment returned for repair, the ISC is there to answer your inquiries.
If you need help in resolving a network problem, the ISC engineer is able to dial into your network and perform a series of diagnostic checks, to quickly get to the answer to your problem. In addition, every ISC engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
If a problem is identified with any of your StrataCom hardware, you will be given an authorization to return the defective part to StrataCom for repair. The returned unit will be repaired, and in addition, all StrataCom specified change orders will be incorporated to ensure the highest level of performance when the unit is returned to your network.
Features:
Telephone Support:
FastPacket Online:
Benefits:
Provides a low-cost comprehensive telephone and hardware support option.
Gives access to expert assistance through the StrataCom ISC and FastPacket Online.
Allows you to maintain peak network performance by utilizing FastPacket Online to obtain real-time information about product problems and solutions.
No additional charges for hardware repair or incorporation of hardware bug fixes.
FastPacket Online keeps you up-to-date on the most current software, firmware, and hardware advances.
Customer Requirements:
Customer must stock hardware spares. It is strongly recommended that the customer maintain a redundant network configuration.
Network System Manager(s) and each designated alternate must complete StrataCom's Network Operations Course. Advanced IPX training is also recommended.
Access by the ISC to the customer's network must be maintained via a minimum of one dedicated data-quality telephone line with modem per five (5) StrataCom nodes.
All StrataCom designated mandatory hardware improvements must be installed prior to commencement of Basic support.
All software and firmware must be at the current or immediately preceding release level.
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
Plus support keeps your network current by providing access to all bug-fix and minor software and firmware releases. FastPacket Online allows you to download these software and firmware releases as you desire.
If a problem is identified with any of your StrataCom hardware, a replacement unit will be shipped to you within 24 hours for next business day delivery.
Features:
Telephone Support:
FastPacket Online:
Software Support:
Hardware Support:
Benefits:
Customer Requirements:
Telephone help is available from our International Support Centers (ISC) in San Jose, California and Fleet, England. Phone assistance is available 24 hours per day 7 days per week, with a guaranteed response time of 1 hour from the time we receive your call.
With Extra support you are assigned a senior ISC engineer familiar with your networking application as your primary point of contact within the support center. ISC personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. If you need help in resolving a network problem, the ISC engineer is able to dial into your network and perform a myriad of diagnostic checks. In addition, every ISC engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
Your personal account representative will be available to you during standard business hours (8:00 AM through 5:00 PM local time). During all other times, backup ISC personnel will be able to help answer your questions.
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
Extra support keeps your network current by providing access to all bug-fix and minor software and firmware releases. FastPacket Online allows you to download these software and firmware releases as you desire.
If a problem is identified with any of your StrataCom hardware, a replacement unit will be shipped to you within 24 hours for next business day delivery.
As an Extra support customer you will receive, upon request, copies of all the latest documentation covering your StrataCom network operations and StrataView Plus network management. Additionally, you will receive quarterly technical bulletins summarizing information about bug fixes, software releases, and common customer questions and answers.
Priority support for your StrataCom network extends to the ongoing process of keeping your network up to date and tuned for optimal performance. Extra support provides StrataCom's expert assistance in the planning and execution of hardware, software and firmware updates to your network. In addition, you will receive an annual network audit. This audit will provide a review of account activity, a report on any outstanding technical issues, and will recommend ways for you to increase overall network efficiency.
Features:
Telephone Support:
FastPacket Online:
Software Support:
Hardware Support:
Technical Updates:
StrataCom Assist Services:
Benefits:
Customer Requirements:
Telephone help is available from our International Support Centers (ISC) in San Jose, California and Fleet, England. Phone assistance is available 24 hours per day 7 days per week, with a guaranteed response time of 1 hour from the time we receive your call.
With Premier support you are assigned a senior ISC engineer familiar with your networking application as your primary point of contact within the support center. ISC personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. In addition, every ISC engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
Your personal account representative will be available to you during standard business hours (8:00 AM through 5:00 PM local time). During all other times, backup ISC personnel will be able to help answer your questions.
As a premier customer the support center staff is constantly watching over your network, monitoring changes in status and responding proactively to problems before they impact network operations.
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
On-site coverage is available to Premier customers from Monday through Friday 8:00 AM to 5:00 PM local time. This service is provided with a next day response guarantee.
Premier support keeps your network current by providing access to all software, firmware and network management releases. FastPacket Online allows you to download these software and firmware releases as you desire.
If a problem is identified with any of your StrataCom hardware, a replacement unit will be delivered to you and installed the following day.
As a Premier support customer you will receive, upon request, copies of all the latest documentation covering your StrataCom network operations and StrataView Plus network management. Additionally, you will receive quarterly technical bulletins summarizing information about bug fixes, software releases, and common customer questions and answers.
Proactive support for your StrataCom network extends to the ongoing process of keeping your network up to date and tuned for optimal performance. Premier support provides StrataCom's expert assistance in the planning and execution of hardware, software, and firmware updates to your network. In addition, you will receive an annual network audit. This audit will provide a review of account activity, a report on any outstanding technical issues, and will recommend ways for you to increase overall network efficiency.
Features:
Telephone Support:
FastPacket Online:
Software Support:
On -Site Support:
Technical Updates:
StrataCom Assist Services:
Benefits:
Customer Requirements:
FastPacket Online (FPO) a free service to StrataCom customers. FPO is a relational database (Apriori) running on a SUN SPARC workstation (host name "chestnut") used by the StrataCom Support Team to share valuable information and experiences. The goal is to bring the customer closer to StrataCom and to provide another support tool for the support of each customer's StrataCom network.
By subscribing to FPO, customers have access to files of online documents that describe technical issues involving StrataCom products and networks. Changes to customer documentation, such as User Guides, will also be posted to FPO. Customers also have access to StrataCom employees with the FPO Mail utility and can monitor the progress of all open field incidences.
Downloading of firmware and software to customers is another major feature. Users can now dial in to FPO, call up firmware or software files and then download the code to any PC or workstation. This feature can transmit the most current software and firmware revisions direct to a System Administrators NMS terminal with one phone call. A FastPacket On-Line User's Manual is available to subscribers containing operating instructions.
FPO subscribers do not require any special configuration to use the system. Any Hayes compatible modem can be used to dial into FPO and any of the terminal types listed in Table C-2 can be used once logged in. Any communications program that includes Kermit file transfer protocol can be used. Most StrataView Plus NMS terminals with modems for connection to ISC can also be used to contact FPO
Table C-2 : Terminal Types Supported by FPO
| MFG. | TYPE | MFG. | TYPE |
| DEC | vt100 | ANSI | ansi |
| SUN | sun | WYSE | wyse |
| sun-cmd | wyse50 | ||
| sun-17 | wyse75 | ||
| sun-24 | wyse85 | ||
| sun-34 | wyse925 | ||
| sun-48 | TELEVIDEO | tvi | |
| HP | hp | tvi925 | |
| hp2621 | tvi950 | ||
| hp2640 | CONCEPT | c100 | |
| hp2645 | XTERM1 | xterms |
FastPacket On-Line uses USRobotics dial-back modems for subscriber connections to the FPO database. These are V.32 bis auto-range, high-speed modems that can operate at line speeds up to 14.4 Kbps. These modems also support V.42 bis compression. StrataCom recommends these modems, the USRobotics Courier V.32 bis with Adaptive Speed Leveling modem. However, any Hayes-compatible modem can be used.
Customer modems should be configured for the following communications parameters:
| · Speed | = | Auto |
| · Parity | = | None |
| · Stop bits | = | 1 |
| · Data bits | = | 8 |
| · Dial string | = | (408) 494-2050 for FPO |
Users of StrataCom cell-relay networking equipment should contact StrataCom directly or through their local representative to subscribe to FPO.
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