Netaxis provide Tier 1, Tier 2 and on-site technical support for telecommunications networks. Our technical staff are skilled in the processes and tools required to run networks and have a broad knowledge base in a wide variety of network equipment. This experience combined with close relationships with vendors ensures a high level of responsiveness when problems are encountered.
We operate a policy of rotating engineering staff between System Integration and Support functions. In this way we keep the team’s knowledge base up to date and customers always have an engineer to talk to who has real and recent experience with the operation of different equipment.
Support can extend to helping the customer run the technical side of their business. We perform end customer site audits, specify solutions, document and implement those solutions and then run and monitor the network.
Netaxis Support services are widely used in the industry.
24 x 7 on call support service
Assist the end customer with system administrative tasks, including adds, changes and vendor recommended updates to the Licensed Software configuration
Perform system diagnostics and take corrective action as necessary
Troubleshoot system defects (equipment and Licensed Software)
Follow the RMA process
Assist the end customer with the removal and replacement of field units
subassemblies when required, and as specified in Vendor user documentation
Apply maintenance or patch releases
Perform system administration, including adds, changes and other updates to the Licensed Vendor recommended Software configuration
Perform system backup and restore, including creating local system backups of the Licensed Software on various media as required
Maintain maintenance logs.
Troubleshoot system Defects (Equipment and Licensed Software).
Escalate Defects to Tier 2 as necessary.
Perform routine maintenance: review system statistics to ensure system performance
Perform removal and replacement procedures for Equipment subassemblies when required and as specified in Vendor user documentation, including Methods of Procedure.
Deep analysis of complex issue by using network monitoring test equipment;
Analyze log files to determine and isolate defects;
Escalate qualified defects and the corresponding analysis to Tier 3 Vendor Support;
Provide traces/logs when requested;
Installation, configuration, and testing as required .
Isolate and resolve all complex Defects as escalated from Tier 1 personnel.
Utilize advanced analysis tools and procedures.
Analyze log files to determine and isolate Defects.
Perform file uploads for analysis.
Apply Maintenance or Patch Releases.
Follow the RMA process. Ship Defective Covered Products to Vendor authorized repair centres.
Maintain spares inventory.
Maintain lab environment containing Licensed Software.
Netaxis Solutions provides a spare parts Service:
SLAs can be offered for spares delivery and service restoration
Temporary licenses delivered in order to restore the service;
RMA process according to the level of support purchased by the Customer and replace the Netaxis supplied Spares with the new HW provided by Vendor