NEC maintains a fully-staffed Optical Network Systems Customer Service and Support Center.

Located in Herndon, Virginia, the Center exists to help customers with any problems or questions that may arise regarding NEC Optical Network Systems products.

 Services Offerings

 

• National Technical Assistance Center
• Training 
• Join Mailing List

 

Service Offerings

 

Technical Assistance by Phone
During Business Hours: 1-800-367-6321 or 6322, 8 a.m.-5 p.m., Mon-Fri EST*
*Excluding NEC-observed holidays.

 

After Business Hours/Emergencies: 1-703-437-5752

The Help Desk services provide a central, single point of contact for customers, serving all in-bound requests: from product feature inquiries and order processing to requests for technical support/network maintenance dispatch. 

 

The National Technical Assistance Center

 

Provides telephone/e-mail based support, converging Help Desk function with the advanced technical expertise of second-level engineering specialists.

 

Network Maintenance
Network Maintenance Services provide on-site technical support for both routine and emergency service requests. When routine on-site support is requested, the network maintenance team schedules, coordinates, and dispatches technical support to customer premises. Normal request receipt-to-dispatch does not exceed 30 days. When emergency on-site support is required to resolve a problem, the network maintenance support team schedules, coordinates, and dispatches technical support to customer premises. Normal request receipt-to-dispatch does not exceed 24 hours.

 

Turn-Up and Test
For routine on-site support the turn-up and test team schedules, coordinates, and dispatches technical support to customer premises. Normal request receipt-to-dispatch does not exceed 30 days. For emergency on-site support the turn-up and test team schedules, coordinates, and dispatches technical support to customer premises. Normal request receipt-to-dispatch does not exceed 24 hours.

 

Spares Exchange/Logistics
Spares Exchange/Repair Logistics Services provide timely and accurate advance unit replacement/exchange/repair management. The NEC America Customer Services' Equipment Depot maintains and administers replacement inventories at customer-specified levels, ensuring that replacement units are on-site within customer-specified service level requirements.

 

Training Services
Training services encompass a wide range of operations, offering hands-on instruction programs for hardware, technology, operation, testing, troubleshooting and customer-specific requirements. Instruction may be conducted at the NEC America Customer Services Virginia Training Center, or on customer premises. Most courses are product-specific with a strong emphasis on practical (hands-on) experience.

 

Documentation Services
Documentation Services provide support for all aspects of document development, production and distribution. NEC America Customer Services publishes documentation in multiple formats (paper, Web, searchable CD-ROMs) with linked text and full indexing for comprehensive search capability.

 

NTAC (National Technical Assistance Center)

 

Training (Product, Standards)

NEC offers training services that encompass a wide range of operations, offering hands-on instruction programs for hardware, technology, operation, testing, troubleshooting and customer-specific requirements. Instruction may be conducted at the NEC America Customer Services Virginia Training Center, or on customer premises.

 

Most courses are product-specific with a strong emphasis on practical (hands-on) experience: 

 

• Standard Operations, Administration, Maintenance, and Provisioning (OAM&P)
• Transmission Payload Interfaces (DS0 through OC-192) 
• Signal Multiplexing 
• DWDM (Dense Wavelength Division Multiplexing)
• System Turn-up and Integration
• Central Office Installation

 

The following options are available within this service: 

 

• Course Research and Development
• Classroom and Equipment Hosting) 
• Full-Range Instruction (Technology, Operation, Hardware, Standards)
• Class Administration 
• Course Publication and Updating 
• Course Materials Storage and Staging
• Customer Billing Services
• Detailed Reporting and Quality of Service Analysis

 

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