ZT Legacy Network Services help companies support existing products and infrastructure. As an experienced provider of level 2 and level 3 support services for systems deployed all over the world, we are responsible for several of the largest telecom networks’ administrative, switching, routing, and voice messaging hardware and software.
Tier 2 support services are provided to handle customer product support questions. This support typically handles requests for configuration assistance, feature descriptions, or inter-working issues, in addition to customer trouble reports. ZT’s well-trained staff allows the majority of these customer support requests to be resolved without escalation. In cases where there is a customer problem that cannot be resolved at this level, it is escalated to Tier 3 support.
With Tier 3 Support, problems are then assigned to one or more software or hardware experts for replication, debugging, and resolution. A work-around is provided where necessary to alleviate the problem until a final resolution is available to the customer. In all cases the emphasis is on supporting the customer by offering solutions and alternatives, not excuses.
Our customers include large telecommunications equipment vendors, internetworking equipment vendors, and regional and local telecom providers including Verizon, AT&T, and Century-Link. At these clients we provide critical support at the internal networks for operations level.
Service Offerings
♦ Transition Planning and Execution
♦ Tier 2 Support
♦ Tier 3 Support for product hardware and software
♦ Hardware Support (board failure analysis, component replacement, etc.)
With Maintenance and Product Support Services, our customers get what they expect, and more. We deliver value-added services that include:
Experience and reliability
The ZT support team is composed of seasoned engineers with solid experience, including Product Development and Project Management to track problems from start to finish, expediting them as quickly as possible, based on customer-defined severity and urgency. Our staff has been supporting customer issues for many years. Our commitment to customer satisfaction, along with open and honest communications between support staff and both the vendor and the customer, has been a proven formula for success.
Enormous Savings
ZT has a critical mass of maintenance expertise – cross training staff so they can handle multiple maintenance situations. Therefore they can be very cost effective in taking over level 2 and level 3 responsibilities and providing a seamless interface to customers.
Proven success developing migration alternatives
Our product development capability facilitates migration and allows us to offer customers an effective migration path as they transition their networks to other technologies.
Proven Results-Based Methodology
Our proven results-based methodology produces a well-documented maintenance strategy that entails the following:
◊ Assess the status of the documentation, product, and current field activity.
◊ Determine the scope, size, and plan the transition.
◊ Transition the documentation, development and test environments.
◊ Phase-in and train staff.
◊ Cutover to full support responsibility.
◊ Monitor and collect metrics and feedback
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