Nokia for

Business

Nokia Global Support

and Services
Nokia Support Offerings Guide
For your Business

When you choose services from Nokia,

our team becomes your team.
 Table of Contents
Preface – Welcome

Chapter 1 – The Strength of Nokia Support

The Gold Standard Support Center Practices (SCP) Certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
The Nokia Support Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Support Offerings Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Support Offering Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Support Offering for Enterprise Businesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 2 – Support Offerings for Enterprise Businesses

Mobility Solutions Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Nokia Access for Nokia Intellisync Mobile Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Nokia Security and Mobile Connectivity Products Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Nokia Access and Nokia Access Plus Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Chapter 3 – Nokia Technical Training Services
Technical Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 4 – Optional Support Services

Technical Account Management Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Installation Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Per-incident Onsite Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Non-contract Hardware Return Repair Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Additional Support Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Special Project Engineering Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Contract Reinstatement Fee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Chapter 5 – Online Services – Nokia Support Web

Around-the-Clock Web Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
My Support: Your Customized Support Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Ask Nokia Knowledgebase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Online Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Software Support and Downloads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Hardware Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Request Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 6 – Service Request Management

Opening a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Managing a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Request Priority Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Service Request Escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Nokia Escalation Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Customer Escalation Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Service Request Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Collaborate with Nokia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 7 – Renewing Support

Reinstatement Fee Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Appendices
Appendix A: Support Terminology Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Appendix B: Nokia Global Support and Services Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Nokia Enterprise Solutions Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

ii Nokia Support Offerings Guide for Business – March 2007

Preface – Welcome
Expect the Best: Award Winning Nokia
Global Support and Services
Now that you’ve selected Nokia solutions, you can be confident
that you’re backed by a team of experts who understand
and anticipate your needs. Nokia Global Support and Services
is dedicated to helping you maximize your technology
investment and gain a competitive advantage. Nokia’s
commitment is reflected by our customer service ratings
Services Excellence Award 2006
as some of the highest in the industry.

Our experienced services team provides everything from

installation assistance to enable rapid deployment with
minimal business disruption—to rapid-response, IT-grade
technical support that keeps your Nokia solution operating
at peak performance day after day. And with Nokia’s global
presence, you will enjoy a consistently excellent Nokia service
experience regardless of your location.

When you choose Nokia services, you can expect our ongoing
commitment to your business success around the clock and
around the world—comprised of direct-from-the source
expertise that is results focused

About This Document

This Guide describes Nokia Global Support and Services
offerings for enterprise businesses and is designed to
facilitate support ordering and selection. These offerings
include flexible support elements as well as additional services
including training, certification and installation. The companion
Nokia Support User Guide explains how Nokia support
services are delivered. It provides guidelines on how to
effectively work with Nokia Technical Assistance Centers
and use Nokia support services.

While accurate at the time of publishing, the information

within this Guide is subject to change. In the event of a
discrepancy in information, please contact your Nokia Sales
Representative or Nokia Channel Partner for clarification.

Nokia Support Offerings Guide for Business – March 2007 

 Chapter 1 – The Strength of Nokia Support
No one knows more about optimizing the performance of
Nokia products and solutions than Nokia. And no one is more
committed to your success as our team becomes your team.
Nokia services enjoy one of the highest satisfaction ratings in
the industry, attributable to our high level of expertise, global
reach, and anytime-anywhere support and tools.

The Gold Standard Support Center

Practices (SCP) Certification
Our ongoing commitment to delivering world class support
is reflected in our coveted Support Center Practices (SCP)
Certification. SCP Certification was developed by a consortium
of 41 leading technology support organizations around the
world, in conjunction with the Service Strategies Corporation.
Recognized globally as the ‘gold standard’ for support center
practices, SCP Certification quantifies the effectiveness of
an organization’s customer support programs through a
demanding set of performance and best practice standards.
The Nokia Support Model
SCP Certification provides credible, independent verification
Unmatched Global Reach
that Nokia’s support infrastructure and processes are deployed
to the highest standards. With rigorous onsite audits to Whether your business is in one location or many, in one country
confirm organizations meet the requirements of over or around the world, Nokia’s global reach provides expertise where
100 defined best practices, the program measures factors such and when you need it. We have over 40 service areas, supporting
as corporate commitment and strategic direction, customer more than 150 countries and 1,000 metropolitan areas.
satisfaction, performance metrics, research and development Technical Assistance Centers (TAC) are strategically located across:
interface, and other strategic areas of support operations. • The Americas, including North America, South America,
Finally, each support site must demonstrate an ongoing and the Caribbean
commitment to excellence and improvement through annual • EMEA, including Europe, the Middle East, and Africa
re-certification audits; ensuring that our customers continually • Asia-Pacific, including South and Southeast Asia, and Australia
receive best-in-class customer support and service.
Each TAC is staffed with highly-qualified Support Engineers
A 2005 Support Industry Practices Study found that the overall equipped with extensive laboratory tools and resources designed
customer satisfaction rating of SCP-certified companies is to help diagnose customer product issues in a timely manner.
94.3%.1, while non-certified companies averaged only 86.7%.

Nokia Technical Assistance Centers have achieved

SCP Certification every year since 2002.

For additional information on SCP Certification, visit

www.servicestrategies.com.

1. ServiceXRG 2005 Support Practices Study

 Nokia Support Offerings Guide for Business – March 2007

Follow-the-Sun Support
Because today’s fast-paced business world never rests, we have
adopted a follow-the-sun model. When the sun sets for one
support center, engineers hand over open Service Requests
requiring action to the next support center, where the sun
is just rising. This allows us to give each Service Request
continuous coverage, ensuring that support issues are
resolved as rapidly as possible.
Global Support and Service offerings include:
Multi-Tier Support Model • Nokia Access Offerings for Enterprise Businesses
At Nokia, we use a multi-tier support model to resolve all Nokia Access provides direct-to-end-customer support to
customer issues. A proven, well-established Service Request help businesses efficiently deploy, configure, and maintain
management procedure, with strict escalation guidelines, Nokia solutions. A variety of support offerings are available
means that each Service Request receives the attention needed for Nokia Mobility solutions and Nokia Security and Mobile
for a timely resolution. In addition, you can independently Connectivity solutions, with flexible coverage terms to meet
request the escalation of your Service Request at any point. your unique needs. Nokia Access includes phone and web-
based technical assistance, Nokia Support Web, for fault
Nokia First Call—Final Resolution Support diagnosis, usability and configuration support, tiered hardware
For many Nokia product solutions, Nokia offers a single point replacement, repair services, and software maintenance.
of technical support and assistance for both the hardware
• Nokia Essential Offerings for Channel Partners
platform (hardware and Nokia operating system) and the
Nokia Essential is designed to help channel partners deliver
application software if a non-Nokia brand is integral to product
the highest quality support experience to their customers.
functionality (e.g., Check Point on Nokia Security Appliances).
Channel partners can enhance their own first-level technical
This First Call—Final Resolution support provides internal
support while also enjoying direct access to Nokia’s global
engagement with product-level support and R&D, and allows
service team and the same online support tools used by
you to accept the solution before your case is closed.
Nokia Technical Assistance Center engineers worldwide.

Support Offerings Overview

When it comes to serving the complex requirements of
businesses worldwide, Nokia knows that ‘one size does not
fit all.’ That is why we developed a variety of flexible support
offerings with the ability to easily adapt as your needs grow
and change. Each service is designed to ensure maximum
uptime and peak performance for your Nokia solution, with
a single point-of-contact that simplifies maintenance and
day-to-day support.

Nokia Support Offerings Guide for Business – March 2007 

 Support Offering Components Hardware Support

At Nokia, we have developed world-class online tools
to help you reduce the time, effort, and costs associated
with maintaining, supporting, and selling Nokia products.
Our support offering components include:
Nokia Support Web
Available with a valid support contract, Nokia Support Web
gives you access to the same support technology and product
information used by Nokia support experts worldwide. This
personalized support portal gives you secure, real-time access
to Nokia support wherever and whenever you need. With the
click of a mouse, find state-of-the-art support tools, whether
you’re looking for the latest application updates, need help
configuring a system, or want to check on the status of a repair.
Device repair is available through our dedicated, global
hardware service organization. In most offerings, tiered
hardware support levels are available, from advanced parts to
replacement to rapid-response onsite service. And the Nokia
Support Web offers online Service Request management tools
that allow you to initiate, track, and manage your repairs at
any time, via online access.
Software Maintenance
Support offerings include ongoing software maintenance and
version upgrades to ensure software is current. Nokia Support
Web provides around-the-clock access to software downloads,
with automatic email notifications when updated software
becomes available.

Nokia Support Web includes:

• Ask Nokia Knowledgebase: Extensive database that is easy to
search and offers instant access to many technical questions
• Online documentation: Access to a wide variety of product
material including User Guides, Installation Guides, Getting
Started Guides, Reference Manuals, and Release Notes
• Software downloads: Full library of current and archived
software releases (including images, patches, and
maintenance releases) for secure and convenient download
• Service Request management: Tools to initiate, manage,
collaborate on, and track Service Requests online
• Access to technical experts: Real-time chat and file sharing
• Hardware support: Tools to initiate and track repair requests
(RMA/Service Orders) online

 Nokia Support Offerings Guide for Business – March 2007

Chapter 2 – Support Offerings
for Enterprise Businesses
For enterprise users, Nokia offers a range of direct-to-end-user
support options flexibly designed to ensure maximum uptime
and peak performance for your Nokia products. Regardless of
the service term, you can count on Nokia’s experts to provide
the IT-grade support you need that is adaptable as your needs
grow and change in the future.

Nokia support offerings are available for mobility solutions

support, as well as security and connectivity support.
• Mobility Solutions Support: Provide the critical assistance
you need to enable rapid adoption and optimal use of
Nokia business devices and business applications running
on any mobile device—from configuration, application,
and troubleshooting to helping users take advantage
of the more complex features.
• Security and Mobile Connectivity Solutions Support: Keep
your Nokia security and mobile connectivity products up and
running smoothly, and facilitate the rapid resolution of
issues with first-call-to-final-resolution technical support.
This chapter is dedicated to describing our direct-to-end-user
support offerings. Business users can also check with their local
Nokia channel partner for details on their channel partner’s
Nokia Essential Support options.
Support Offering for
Enterprise Businesses
Note: For the most up-to-date list
of currently supported products, visit:
https://support.nokia.com/home/static/productsSupported.htm

MOBILITY SOLUTIONS

Available Offerings: Nokia Access for Nokia Intellisync Mobile Suite

Supported Products: Nokia Intellisync Mobile Suite
SECURITY & MOBILE CONNECTIVITY SOLUTIONS

Available Offerings: Nokia Access and Nokia Access Plus

Nokia Access for Nokia Software Products

Supported Products: Nokia Security and Mobile Connectivity Products including:

• Nokia IP Security Platforms
• Nokia IP VPN Gateways
• Nokia SSL VPN Gateways

Nokia Access for Software Products applies to:

• Nokia Intrusion Prevention
• Nokia Horizon Manager/Nokia Appliance Manager
• Nokia SSL VPN
• Nokia Wireless Accelerator/Nokia Mobile VPN/Nokia Mobile VPN Enrollment Gateway

Optional Support Services are also available—as described in Section 4.

Nokia Support Offerings Guide for Business – March 2007 

 Mobility Solutions Support
Now that you have decided to empower your employees with
a mobility solution from Nokia, turn to our mobility support
services to help ensure the success of your mission-critical
solution. Designed to simplify your company’s mobility
experience, Nokia support services help you efficiently deploy,
configure, and maintain your mobility solution. Nokia delivers
peace of mind by helping to ensure your enterprise mobility
solution operates at peak performance day after day.
Nokia Access Support for Nokia Intellisync Mobile Suite
Nokia Access for Nokia Intellisync Mobile Suite is designed
to give enterprise organizations the support they need to
effectively deploy and maintain these mobile solutions.
With a comprehensive set of support services including expert
assistance and resolution, around-the-clock technical support,
software subscriptions, and innovative web-based tools, Nokia
Access helps you achieve maximum business value from your
Nokia Intellisync Mobile Suite solutions.
Nokia Access Details for Nokia Intellisync Mobile Suite Products
Support Features Nokia Access Nokia Access
5x12 7x24
Nokia Access for Nokia Intellisync Mobile Suite services include:
• Technical Assistance (5x12 or 7x24): Direct access to Nokia
Technical Assistance for troubleshooting, problem resolution,
configuration, and usability support. This support provides
online and phone assistance for your company’s authorized
support contacts. Customers can select between Extended
Business Day 5x12 (5 days a week, 12 hours a day) and
Around-the-Clock 7x24 (7 days a week, 24 hours a day)
service terms.
• Software Maintenance: Your support offering includes
ongoing software maintenance and version upgrades to
maintain your software as current and trouble-free. Nokia
Support Web provides around-the-clock access to software
downloads including software fixes, as needed, as well as
periodic software maintenance and new version upgrade
releases. An automatic email notification feature alerts you
when updated software becomes available.
• Access to Nokia Support Web: Designed for 7x24 online
technical support resources. Nokia Support Web is your
personalized support portal to the extensive Ask Nokia
Knowledgebase, documentation, software downloads, real-
time chat, and file sharing as well as the anytime, anywhere
ability to request and manage support Service Requests.

Support Type Extended Around-the-

Business Day Clock
(5x12) (7x24)
Support Term 1 Year 1 Year
Access to Technical Yes Yes
Assistance Centers
Named Contacts 2 4
Response Times < 2 hours < 2 hours
Software Updates Yes Yes
Access to Support Web and Yes Yes
Electronic Support
Multi-Vendor Coordination Yes Yes
Migration/Upgrade Support Yes Yes
Support Options
Onsite Installation Services Optional Optional
Technical Account Optional Optional
Management
Additional Named Contacts Optional Optional
Pre-scheduled Onsite Optional Optional
Support
Onsite Technical Training Optional Optional

 Nokia Support Offerings Guide for Business – March 2007

Nokia Security and Mobile Support Benefits

Connectivity Products Support
With direct-from-the-source expertise, Nokia Security and Mobile
Connectivity support provides unsurpassed technical support to
help ensure quick resolution of issues related to Nokia IP Security
platforms, including firewalls, IP and SSL Virtual Private Networks
(VPNs). This support offers a single point of contact for the
IP Security platforms, as well as the applications designed to
run on the platforms (e.g., Check Point, VPN-1, Firewall-1)—
simplifying maintenance and day-to-day support.
Security and Connectivity includes the following support offerings:
• Nokia Access and Nokia Access Plus
• Nokia Access for Nokia Software Products
*Note: The following support options describe Nokia’s direct- to-end-user support.
Other support offerings may be available through your local channel partner.
Nokia Access and Nokia Access Plus Support
Nokia Access and Nokia Access Plus puts you in direct
contact with the global Nokia service team and Nokia Support
Web. These support packages include Nokia IPSO software
subscriptions, technical support, Nokia Support Web, and
hardware repair service combined into a single, powerful
support offering. Flexible packaging gives you a choice of
hardware repair levels, ranging from advanced replacement
to onsite replacement. With Nokia Access, you can protect
and maximize your technology investment.
Benefits of Nokia Access and Nokia Access Plus include:
• Direct Nokia-to-user contact: For rapid resolution of issues
• Single-point-of-contact: Significantly simplifies
day-to-day support and maintenance of both hardware
and software issues.
• Well-established proven escalation process: Ensures
continuity of speedy resolution to service requests
• Fully trained, high-level Nokia TAC engineers: Provides
expertise to simulate and troubleshoot complex problems
in an onsite TAC laboratory.
Covered Products
For a full list of covered products, please visit:
https://support.nokia.com/home/static/productsSupported.htm
Nokia Access and Nokia Access Plus At-a-Glance
The following chart provides a high-level summary of the
options and features of the various Nokia Access and Nokia
Access Plus Support offerings. Nokia Access Plus includes
Nokia Access benefits and elements and upgrades advanced
hardware replacement services with onsite hardware
replacement—providing comprehensive assurance of
maximum network availability.

Nokia Access and Nokia Access Plus Details for Security and Mobile Connectivity Products

SUPPORT OPTIONS NOKIA ACCESS CHOICES

SUPPORT FEATURES Nokia Access 5x12 Nokia Access 7x24 Nokia Access Plus 5x8 Nokia Access Plus 7x24
Onsite Hardware Yes, 4-hour response
Replacement 7x24
Onsite Hardware Yes, Next Business Day –
Replacement 5x8 (NBD) response
Hardware Advanced Yes Yes – –
Replacement
Nokia Software Subscription Yes Yes Yes Yes
Nokia Support Web Access Yes Yes Yes Yes
Third-party Software Sold separately Sold separately Sold separately Sold separately
Subscription
Direct Nokia TAC 5x12 7x24 5x12 7x24
Support Coverage
TAC Target Response Time < 2 hours < 2 hours < 2 hours < 2 hours

Nokia Support Offerings Guide for Business – March 2007 

 When you choose services from Nokia,
our team becomes your team.
Support Details
Nokia Access 5x12: ‘Business Day’ Service
Nokia Access 5x12 provides telephone and
web-based technical assistance during local
business hours, with standard advanced
replacement service for hardware.
Nokia Access 5x12 services include:
• Technical Assistance 5 days a week, 12 hours a day:
Telephone and web-based assistance during business hours,
with a target response time of 2 hours or less. Support is
available for Nokia hardware and software, and other Nokia
supported software applications.
• Software Maintenance: Nokia Access includes ongoing
software maintenance and version upgrades for maintaining
Nokia software current and trouble-free. Nokia Support Web
provides around-the-clock access to software downloads for
Nokia software only, including as-needed software fixes,
periodic maintenance releases, and new version upgrade
releases. An automatic email notification feature alerts you
when updated software becomes available.
• Hardware Advanced Replacement: Nokia ships the
replacement part in advance of receiving the defective part.
Same-day shipping service is provided for parts orders
received before the end of the business day (5 p.m. local
time for Americas and EMEA TACs, and 3 p.m. local time for
Asia-Pacific TACs). For countries where Nokia does not have
an in-country depot and next business day delivery is
unavailable, Nokia will ship the replacement part within
24 hours of the RMA/Service Order origination. Actual
delivery will be subject to local customs, importation
restrictions and transportation delays. Replacement parts are
new or like new. Customers must return defective units
within 5 days of receiving their replacement.
• Access to Nokia Support Web: Delivers 7x24 online technical
support resources. Nokia’s web resources offer access to the
extensive Ask Nokia Knowledgebase, documentation, real-
time chat and file sharing with technical experts, software
downloads, as well as the anytime, anywhere ability to
request and manage support Service Requests.
 Nokia Support Offerings Guide for Business – March 2007
Nokia Access 7x24: ‘Around-the-Clock’ Service
Nokia Access 7x24 provides around-the-clock telephone and
web-based technical assistance, with advanced replacement
service for hardware:
• Technical Assistance 7x24: Telephone and web-based
assistance is available 24 hours a day, 365 days a year.
Support is available for Nokia hardware and software,
and other Nokia supported software applications.
• Software Maintenance: Nokia Access includes ongoing
software maintenance and version upgrades for maintaining
Nokia software current and trouble-free. Nokia Support Web
provides around-the-clock access to software downloads for
Nokia software only, including as-needed software fixes,
periodic maintenance releases, and new version upgrade
releases. An automatic email notification feature alerts you
when updated software becomes available.
• Hardware Advanced Replacement: Nokia ships the
replacement part in advance of receiving the defective
part. Same-day shipping service is provided for parts orders
received before the end of the business day (5 p.m. local
time for Americas and EMEA TACs, and 3 p.m. local time for
Asia-Pacific TACs). For countries where Nokia does not have
an in-country depot and next business day delivery is
unavailable, Nokia will ship the replacement part within
24 hours of the RMA/Service Order origination. Actual
delivery will be subject to local customs and importation
restrictions and transportation delays. Replacement parts
are new or like new. Customers must return defective units
within 5 days of receiving their replacement.
• Access to Nokia Support Web: Delivers 7x24 online technical
support resources. Nokia’s web resources offer access to the
extensive Ask Nokia Knowledgebase, documentation, real-
time chat and file sharing with technical experts, software
downloads, as well as the anytime, anywhere ability to
request and manage support Service Requests.
Nokia Access Plus 5x8: ‘Business Day’ Service
with Onsite Hardware Replacement
Nokia Access Plus provides telephone and web-based technical
assistance during local business hours. This offering upgrades
the level of hardware service for the most comprehensive
network availability. For Access Plus customers, Nokia TAC
dispatches an authorized Field Service Engineer for Next
Business Day (NBD) onsite response.
Nokia Access Plus is provided in more than 40 service areas,
serving over 150 countries and 1,000 metropolitan areas
across the globe. Consult your Nokia Account Representative
for complete details on the availability of onsite services by
location and product family.

Nokia Access Plus 5x8 services include:

• Technical Assistance 5x12: Telephone and web-based
assistance during business hours with target 2-hour
response time. Support is available for Nokia hardware and
software, and other Nokia supported software applications.
• Software Maintenance: Nokia Access includes ongoing
software maintenance and version upgrades for maintaining
Nokia software current and trouble-free. Nokia Support Web
provides around-the-clock access to software downloads
for Nokia software only, including as-needed software fixes,
periodic maintenance releases, and new version upgrade
releases. An automatic email notification feature alerts you
when updated software becomes available.
• Onsite Hardware Replacement NBD: Onsite hardware
replacement service is provided 5 days a week, 8 hours a
day (during local business hours, excluding local national
holidays) by a Nokia authorized Field Engineer. Calls must
be received by 5 p.m. local time (Monday–Friday) for Next
Business Day service. Hardware problems are resolved by
swapping a new Nokia hardware component in place of the
faulty component.This service returns the customer network
to ‘network ready’ status as soon as possible.
When a Field Service/Repair Engineer arrives on site, he
or she will complete some or all of the following actions
as necessary: record the serial numbers of the defective
and replacement parts, remove the failing part, install the
replacement part, move any extra cards, power supplies,
memory, etc. to the replacement unit, replace cables,
configure a WAN and LAN interface, so the unit has access to
your network, ping the remote unit on the network to verify
connectivity, receive customer approval that the new unit is
operational, then package and return the failed unit.
• Access to Nokia Support Web: Delivers 7x24 online technical
support resources. Nokia’s web resources offer access to the
extensive Ask Nokia Knowledgebase, documentation, real-
time chat and file sharing with technical experts, software
downloads, as well as the anytime, anywhere ability to
request and manage support Service Requests.
Nokia Access Plus 7x24: ‘Around-the-Clock’ Service
with Onsite Hardware Replacement
Nokia Access Plus 7x24 provides around-the-clock technical
support, with access to both telephone and web-based
assistance. This offering upgrades the level of hardware service
for the most comprehensive network availability. For Access
Plus customers, Nokia TAC dispatches an authorized Field
Service Engineer for rapid onsite response within 4 hours.
Nokia Access Plus is provided in more than 40 service areas,
serving over 150 countries and 1,000 metropolitan areas
across the globe. Consult your Nokia Account Representative
for complete details on availability of onsite services by
location and product family.
Nokia Access Plus 7x24 services include:
• Technical Assistance 7x24: Telephone and web-based
assistance is available 24 hours a day, 365 days a year.
Support is available for Nokia hardware and software,
and other Nokia supported software applications.
• Software Maintenance: Nokia Access includes ongoing
software maintenance and version upgrades for maintaining
Nokia software current and trouble-free. Nokia Support Web
provides around-the-clock access to software downloads
for Nokia software only, including as-needed software fixes,
periodic maintenance releases, and new version upgrade
releases. An automatic email notification feature alerts you
when updated software becomes available.

Nokia Support Offerings Guide for Business – March 2007 


• Onsite Hardware Replacement 7x24x4: Onsite hardware
replacement service is provided 24 hours a day, 7 days a
week with a 4-hour response time by a Nokia authorized
Field Engineer. Hardware problems are resolved by swapping
a new Nokia hardware component in place of the faulty
component. This service returns the customer network to
‘network ready’ status as soon as possible.
When a Field Service/Repair Engineer arrives on site, he
or she will complete some or all of the following actions
as necessary: record the serial numbers of the defective
and replacement parts, remove the failing part, install the
replacement part, move any extra cards, power supplies,
memory, etc. to the replacement unit, replace cables,
configure a WAN and LAN interface, so the unit has access to
your network, ping the remote unit on the network to verify
connectivity, receive customer approval that the new unit is
operational, then package and return the failed unit.
• Access to Nokia Support Web: Delivers 7x24 online technical
support resources. Nokia’s web resources offer access to the
extensive Ask Nokia Knowledgebase, documentation, real-
time chat and file sharing with technical experts, software
downloads, as well as the anytime, anywhere ability to
request and manage support Service Requests.
10 Nokia Support Offerings Guide for Business – March 2007
Nokia Access for Nokia Software Products
Nokia Access puts customers in direct contact with the
global Nokia service team and Nokia Support Web. This
comprehensive support package includes a Nokia software
subscription, technical support, and Nokia Support Web.
And from first call to final resolution, Nokia provides a
single-point-of-contact throughout the support lifecycle.
Nokia Access for Nokia Software Products services include:
• Technical Assistance 5x12 or 7x24: Telephone and web-
based assistance, for your company’s authorized support
contacts, with a target 2-hour response time. Customers
can select between 5x12 (5 days a week, 12 hours a day)
and 7x24 (7 days a week, 24 hours a day) service.
• Software Maintenance: Nokia Access includes ongoing
software maintenance and version upgrades for maintaining
Nokia software current and trouble-free. Nokia Support Web
provides around-the-clock access to software downloads for
Nokia software only, including as-needed software fixes,
periodic maintenance releases, and new version upgrade
releases. An automatic email notification feature alerts you
when updated software becomes available.
• Access to Nokia Support Web: Delivers 7x24 online technical
support resources. Nokia’s web resources offer access to the
extensive Ask Nokia Knowledgebase, documentation, real-
time chat and file sharing with technical experts, software
downloads, as well as the anytime, anywhere ability to
request and manage support Service Requests.
Chapter 3 – Nokia Technical
Training Services
When it comes to training, Nokia has one clear-cut objective—
to give you the knowledge and tools to confidently and
effectively use, support, and sell all Nokia technology products.
Nokia Technical Training offers a broad range of proven
educational coursework designed to meet your specific needs.

With Nokia, you’ll find a wide range of training options. Using

regionally-focused training centers, Nokia training can take
place anywhere in the world. And for a premium fee, Nokia
can also bring custom-tailored training right to your site,
to address your organization’s specific needs.

For more information on what Nokia training can offer:

Visit the website at: www.nokia.com/business,
select your region, then Services & Support
or email: es.service@nokia.com.

Technical Training The Nokia training schedule is available at www.nokia.com/

Technical training is offered through a global network business. To register, click the session you wish to attend.
of Nokia Authorized Training Providers (ATPs). Instructors are You will be directed to the local Nokia ATP website for more
equipped with extensive industry knowledge and experience, information and registration.
and are current on the latest Nokia product features and
No matter your training requirements, Nokia helps you
course development.
invest in your employees, so they can continue to help
Through technical training, your staff can achieve advanced grow your business.
technical proficiency and certification in the full Nokia portfolio,
or just select products in our security and mobility families.
Nokia training combines theory and real-world scenarios for
“Instructor was excellent.”
hands-on experience with Nokia products.

Students benefit from:

• Increased product knowledge, for maximum return on
technology investment “Best technical training I’ve ever had…”
• Hands-on learning environment and lab practice that
simulate real-world networking scenarios
• Valuable insight into using Nokia products for increasing
network productivity, security, and resiliency …“the course was definitely the best I’ve had.”

“Outstanding instruction; superior training materials.”

Nokia Support Offerings Guide for Business – March 2007 11

 Chapter 4 – Optional Support Services
Regardless of the chosen offering, you can extend support by
selecting any of our optional support services that further meet
your needs.
Technical Account Management Support
Technical Account Management (TAM) is an additional service
offering available with Nokia Access. TAM is designed to meet
the unique needs of businesses with complex architectures and
mission-critical mobility applications.
The TAM service eases some of the concerns facing IT managers
by assigning a highly skilled service advocate within Nokia to
serve as the primary point of customer contact. The services
delivered by the primary consulting engineer and the
supporting technical teams include:
• Enhanced Technical Assistance Center call routing,
which leverages prior knowledge of your environment
• On-site solution architecture audits and reviews
• Proactive and reactive case history management and analysis
• Best practices and recommendations for on-going
optimization
• Advanced knowledge sharing to proactively address service
and product-related concerns
Installation Services
This one-time/one-charge service provides logistics
coordination and onsite hardware installation for Nokia
products at your site, delivered by authorized Nokia
Field Service Engineers. You benefit from a single point
of contact, expertise, and control for the scheduling,
logistics, and delivery of Nokia appliance installation.
Per-incident Onsite Support
This one-time/one-charge service provides onsite Nokia
appliance support to businesses whose service contract does
not include onsite support. This service is offered on an ‘as
available’ basis only in Field Service Areas that are open and
sufficiently staffed. Per-incident Onsite Support is also available
to provide contract customers onsite service outside of their
specified hours.
When a Field Service/Repair Engineer arrives on site, he or she
will complete some or all of the following actions as necessary:
record the serial numbers of the defective and replacement
parts, remove the failing part, install the replacement part,
move any extra cards, power supplies, memory, etc. to the
12 Nokia Support Offerings Guide for Business – March 2007
replacement unit, replace cables, configure a WAN and LAN
interface, so the unit has access to your network, ping the
remote unit on the network to verify connectivity, receive
customer approval that the new unit is operational, then
package and return the failed unit.
Non-contract Hardware Return Repair Service
This one-time/one-charge service provides Nokia hardware
repair support on a per-call basis to customers whose
appliances are not covered by hardware warranty or annual
service contracts.
Additional Support Contacts
Your service contract specifies the number of named contacts
within your organization who can access Nokia technical
support. For an additional fee, you may authorize additional
technical contacts.
Special Project Engineering Support
With Special Project Engineering Support, you can benefit from
having a dedicated Nokia Project Engineer(s) onsite to help
with the technical aspects of your project installation. This
service focuses on planning, design, and installation of Nokia
solutions within planned or existing networks. Engineers are
assigned based on their Nokia solutions, WAN/LAN technology,
and equipment specific expertise.
Contract Reinstatement Fee
For continuity of service, annual support contracts must be
renewed before the support agreement end-date. If a contract
has expired, a reinstatement fee will apply and is determined
as follows:
• For support agreements that have expired within the last
60 days, no reinstatement fee will be applied and the contract
effective date defaults back to the original contract date.
• For agreements that have been expired at least 60 days,
but less than 12 months, Nokia will charge a reinstatement
fee for the number of months the support agreement has
lapsed. The fee is calculated as (contract reinstatement
fee divided by 12 months) x number of months lapsed
(between 2 and 11) = Pro-rated reinstatement fee.
• For agreements that have been expired for more than
12 months, the full reinstatement fee will be applied.
• For new purchases, a reinstatement fee will apply if there
is a delay in purchasing or registering the maintenance
contract of 180 days or more from the ship date.
Chapter 5 – Online Services –
Nokia Support Web
Around-the-Clock Web Support
Nokia Support Web gives you convenient, real-time access to
Nokia support—wherever and whenever you need it. Whether
you are looking to access the latest application updates,
configure a system, or check on a repair status, you can find
state-of-the-art support tools with just a mouse click. With
Nokia Support Web, you can leverage the expertise of Nokia
specialists worldwide to help maximize your success using
Nokia products, devices and technology. And best of all, when
you use the Ask Nokia Knowledgebase, these tools are
available 7x24x365, whenever you need them.
Ask Nokia Knowledgebase
Nokia Support Web tools available to Nokia customers include:
With the powerful Ask Nokia Knowledgebase, you can access
• My Support
the same problem-solving data used by Nokia support
• Ask Nokia Knowledgebase engineers worldwide. Whether you need help solving a
• Online documentation technical problem or answering a product question, the Ask
• Software downloads Nokia Knowledgebase holds more than 30,000 articles that
• Hardware support and RMA/Service Order management have been thoroughly tested and reviewed.
• Request support
The Ask Nokia Knowledgebase searches through vast amounts
My Support: Your Customized of information including:
Support Portal • Documentation
• FAQs
With My Support, you can customize your support experience
• Release notes
to get faster access to the information you need the most. A
personalized home page, your starting point whenever you • Available software downloads
log-on to Support Web, puts all relevant content right at your • Hot-fixes
fingertips. At a glance, you can see information about your • Product alerts
Nokia product(s), the status of your Service Requests, and all
important news from Nokia. In addition to direct Ask Nokia
Online Documentation
Knowledgebase access, a side menu provides one-click access A full collection of product documentation is just a mouse-click
to other helpful features, including bookmarked resolutions, away. Use the Documentation section to access a wide variety
training, and the latest Knowledgebase Update Newsletter. of material including:
• User Guides
• Installation Guides
• Getting Started Guides
• Reference Manuals
• Release Notes

Nokia Support Offerings Guide for Business – March 2007 13

 Software Support and Downloads
The Software Support page offers 7x24 access to fast and
secure software downloads. This section contains a full library
of current and archived software releases, including images,
patches, and maintenance releases.

The latest releases always appear at the top of the product

page. You can alternately choose to view current releases only.

Hardware Support
The Hardware Support area allows you to request and track
your Return Material Authorizations (RMA/Service Orders)
online. In just seconds, check the status of an RMA/Service
Order, and even find shipping and tracking information. Simple
search tools let you look for any repair request opened within
the past 7 to 30 days. An advanced search lets you pinpoint a
specific order by RMA/Service Order number and type, unit
serial number, contact name, status, and more.

Request Support
Go to Request Support if you encounter a technical issue you
cannot resolve with online resources. Details on this process
appear in the next chapter.

“The solution provided in this case, and many others

in the past, not only has met our approval, but in
my opinion it is the best service we get from all the
manufacturers that we work with regarding support
matters, follow-up and equipment replacement...
Nokia support is simply outstanding.”
Gerardo Morales
Projects Administrator
Olinet, Mexico City, Mexico

14 Nokia Support Offerings Guide for Business – March 2007

 Chapter 6 – Service Request Management
Should you encounter a technical problem, rest assured Request Priority Levels
that Nokia is ready to help. Our proven Service Request
Nokia uses four priority levels to categorize the severity of the
management procedures and trusted technical experts
problem and its impact on your organization. When submitting
facilitate quick resolution to your issue. Then, Online Service
a Service Request, you will need to assign a severity level based
Request management tools allow you to track and manage
on the criteria in the following table. Priority levels also
your Service Request anytime-anywhere. To log a Service
determine Nokia’s target response times, with the highest-
Request, visit www.support.nokia.com or call Nokia directly.
priority issues demanding the highest-priority response. Refer
For contact details, see Appendix B.2
to your service agreement for the target response times of
each priority level.
Opening a Service Request
The best way to open a Service Request is through the online If you encounter a Priority 1 or 2 issue, call your Nokia
Request Support form on Nokia Support Web. Easy-to-follow Technical Assistance Center immediately to discuss the
steps prompt you to provide the necessary information to problem. Refer to Appendix B of this Guide for contact
expedite your Service Request. The form also enables you to information.

enter and save data while working on the Service Request, Priority Definition
before sending it to Nokia. Use the Request Support form to:
1 – Network The network or service is down or a
• Open Service Requests with a Nokia TAC
Down critical business function is not operational.
• Track and manage any open Service Requests
No workaround is available. Both Nokia
• View Service Request status and activity across your
and customer are willing to utilize
entire organization considerable resources around-the-clock
• Add information to the Service Request including to restore services quickly.
log files and updates
• Submit other requests to customer administration 2 – Network The network or service is significantly
or product marketing Degraded degraded and business operations are
• Send feedback to Nokia negatively impacted and no workaround is
available, or a critical business function is not
• Create a self-service page to work on an issue internally
operational, but a workaround for this critical
You will need your own individual login name for Nokia function does exist. Nokia and the customer
Support Web to open a Service Request.3 are willing to utilize full-time resources during
business hours to resolve the problem.
Managing a Service Request
Once your Service Request has been created, Nokia Support 3 – Minor The network performance or network
Web makes it easy to manage your open Service Requests. Impact functionality is degraded or a non-critical
With 7x24 access, you can monitor Service Request activity, business function is negatively affected.
Impact to users is minor and business
escalation, and progress anytime. Actions available to
operations are maintained.
you include:
• Service Request Status 4 – Question General technical question regarding the
• Adding Attachments installation, configuration, or capability of
• Adding Updates Nokia products. There is no impact on the
performance or functionality of the product,
network, or business operations.

2, 3. For detailed instructions on Service Request management, please refer to the Nokia Support User Guide.

Nokia Support Offerings Guide for Business – March 2007 15

 Service Request Escalation
Nokia has a well-defined escalation process to help ensure that
each Service Request receives the attention needed for a timely
resolution. In addition, customers can independently request
to escalate their Service Request at any point. Both processes
are described below.
Nokia Escalation Process
Every Service Request follows Nokia’s published escalation
plan. In essence, this plan dictates that if specific response/
resolution times are not met, the Service Request is
automatically escalated up Nokia’s management chain. The
exact timeframe for escalation depends on the Service Request
priority level, as shown in the following table. For example,
when a Priority 2 Service Request has not been resolved within
4 hours, the Customer Service Manager will be notified. If it has
not been resolved within 24 hours, the R&D Manager and
Customer Service Director will both be notified.
2. Call your local TAC and tell the engineer managing the
Service Request that you are requesting an escalation.
3. Call your local TAC and ask to speak with the Duty TAC
Supervisor or TAC Manager to request Service Request
escalation.
When a customer requests Service Request escalation, there
should be parallel escalation within the customer organization.
This helps ensure that the proper resources are identified and
available within each organization to resolve the problem as
efficiently as possible.
Service Request Resolution
After a Service Request has been closed, you or other
authorized members of your organization can review Service
Request details at any time.

Notification To:
Priority Customer R&D Manager Customer Regional Customer R&D Vice
Service Service General Service Vice President
Manager Director Manager President
1 1 hr. 4 hrs. 4 hrs. 24 hrs. 24 hrs. 24 hrs.
2 4 hrs. 24 hrs. 24 hrs. 48 hrs. 48 hrs. 48 hrs.
3 72 hrs. – – – – –
4 96 hrs. – – – – –

An escalation report is circulated to all relevant resources in
Nokia, notifying them of the status of all Service Requests
currently in escalation.
Customer Escalation Process
A customer can request to escalate a Service Request at any
time, independent of the timeframes above. To escalate a
Service Request, you have the following options:
1. Log on to the Nokia Support Web and place a note on the
Service Request. You should also explain why you are
requesting escalation, so Nokia can understand why the
escalation is necessary and its context, as well as determine
what resources are needed.
When your Service Request is closed, you will receive an email
requesting feedback on the Service Request resolution. This
short survey takes about two minutes to complete and allows
you to comment on Nokia support. At this point, you also will
have an opportunity to discuss any aspect of the Service
Request with a Nokia manager.
Collaborate with Nokia
Need real-time support? You can connect for a live chat with
the Nokia Support Specialist assigned to your Service Request.
Nokia also supports application and file sharing to help
expedite resolution of your Service Request.

16 Nokia Support Offerings Guide for Business – March 2007

 Chapter 7 – Renewing Support
To receive the services described in this Guide, you need
a current support agreement with Nokia. Ninety (90) days
prior to the expiration of your support agreement, Nokia
channel partners will send a reminder that your support
is about to expire.

Reinstatement Fee Policies

Reinstatement fees for new and renewal support are
both pro-rated.
• For New Support, a reinstatement fee is applied if support
is purchased after 6 months from ship date. This fee is
pro-rated. The full fee comes into effect on the 12th month.
For older than 6 months, but less than 12 months, the fee
is pro-rated.

The term of the support contract shall commence on the day

the Purchase Order containing the contract reinstatement fee
and the support contract order is processed.
• For Renewal Support, a contract reinstatement fee will apply
if a contract has expired and is determined as follows:
- For support agreements that have expired within the last
60 days, no reinstatement fee will be applied and the
contract effective date defaults back to the original The term of the support contract shall commence on the day
contract date. the Purchase Order containing the contract reinstatement fee
- For agreements that have been expired at least and the support contract order is processed.
60 days, but less than 12 months, Nokia will charge a If you have questions on any renewal or reinstatement fee,
reinstatement fee for the number of months the support please contact your local Nokia Sales Representative or Nokia
agreement has lapsed. The fee is calculated as (contract Channel Partner.
re-instatement fee divided by 12 months) x number of
months lapsed (between 2 and 11) = Pro-rated
reinstatement fee.
- For agreements that have been expired for more than
12 months, the full reinstatement fee will be applied.

Nokia Support Offerings Guide for Business – March 2007 17

 Appendices
Appendix A: Support
Terminology Definitions
Advance Replacement (A/R) Support service component of
Nokia Access and Nokia Essential agreements in which Nokia
ships a replacement part to the customer in advance of
receiving the defective part from the end-site location.
See Nokia Essential services sections for more details.
Nokia Channel Partner A company purchasing Nokia products
and services for resale, either directly or indirectly, to end
customers. In the broadest sense, Nokia Channel Partners
include distributors who conduct business with Nokia under
the terms of a negotiated agreement. When used in relation to
the Nokia Essential family of support, the term Channel Partner
refers to those who are qualified to purchase Essential Support
by virtue of their having been trained, certified, and enabled to
provide first-level support to their customers on a specific
Nokia product.
Cancellation Policy Nokia will accommodate service order
or contract cancellation requests, if the product for which
the support was purchased has not yet been shipped.
Customer/User Any entity that purchases products or services
from Nokia, including enterprise businesses, operators, service
providers, Nokia Distributors, and Nokia channel partners.
End-User Any entity that purchases Nokia products or services,
including enterprise businesses or service providers.
Enterprise Customer Refers specifically to the final purchasing
entity in a channel sale of product or services—typically, the
same as ‘end-user’ or ‘end customer.’
English The official support language of Nokia Enterprise
Solutions Technical Assistance Centers (TACs).
EOS-EOM (End-of-Sale/End-of-Maintenance) Policy As Nokia
renews our product portfolio and discontinues the sale of any
existing products, we will offer technical product support for
a limited period. For the most current EOS-EOM policy, visit:
https://support.nokia.com/home/static/productsSupported.htm
Nokia Access and Nokia Access Plus Nokia-branded
contract service by which Nokia provides support directly
to end customers.
18 Nokia Support Offerings Guide for Business – March 2007
Field Service/Repair Coordinator (FSC/FRC) Nokia technical
liaison, project logistics, and planning expert who works closely
with customers and Nokia Enterprise Solutions TACs to facilitate
timely and efficient installation services. They are also the
designated contact point for everyday Field Service Engineering
organization issues.
Field Service/Repair Engineer (FSE/FRE) Fully-qualified
and authorized representative of the Nokia onsite service
organization who provides on-premises installation and
replacement of Nokia hardware.
Nokia First Call-Final Resolution Support For most product
solutions, Nokia offers a single point of technical support
and assistance for both the hardware platform (hardware and
Nokia operating system) and the security application software
that is a non-Nokia brand and is integral to the appliance’s
functionality (e.g., Check Point).
First-Level Support (L1) Customer support help desk service
including the initial acceptance, logging, identification, and
qualification of customer technical questions and problems.
Support is provided directly to end customers by Nokia under
Nokia Access support, and by qualified Nokia channel partners
under Nokia Essential support.
Hot-Fixes Binary code and configuration files made available
by Nokia to immediately address a diagnosed bug. However,
these may not have been thoroughly tested and are only
offered to the customer in good faith—with the hope that
these fixes will solve a critical service-affecting problem.
Major Feature Releases Software is typically described by
version numbers in the form M.m, where M is the major
software version (i.e., ‘3’ in the 3.6) and m is the minor
number (i.e., ‘6’ in 3.6). A major feature release is a feature
that did not exist before and is positioned to play a significant
role in enhancing functionality or adding new features to
the software.
Nokia Authorized Training Provider (ATP) A company
authorized to deliver Nokia Enterprise Solutions technical
product training in designated territories worldwide. A list
of Nokia ATPs and their training schedules can be found on
Nokia Online at www.nokia.com/business.

Nokia Business Devices A comprehensive offering of advanced
mobile devices for addressing every user need—also known
as the Nokia ‘business range’. When combined with Nokia
applications and secure connectivity offerings, the Nokia
business range provides a well-tested, interoperable portfolio
on which to build business-wide processes.
Nokia Security Administrator (NSA) An individual who
has demonstrated the knowledge to configure and deploy
the Nokia IP Security Platform and perform administration,
troubleshooting, and monitoring of the system by passing a
Nokia certification exam offered worldwide by Prometric test
centers. See www.prometric.com.
Onsite Support Onsite Support includes some or all of these
actions as completed by a Field Service/Repair Engineer:
record the serial numbers of the defective and replacement
parts, remove the failing part, install the replacement part,
move any extra cards, power supplies, memory, etc. to the
replacement unit, replace cables, configure a WAN and LAN
interface, so the unit has access to your network, ping the
remote unit on the network to verify connectivity, receive
customer approval that the new unit is operational, then
package and return the failed unit.
OEM Hardware and/or Software A product that
is not manufactured by Nokia, but rather by an
Original Equipment Manufacturer.
Product Line Support (PLS) Nokia’s highest-level customer
technical support team is divided into Proactive Services and
Reactive Services:
• Proactive Services are responsible for developing and
managing proactive communications, internally and
externally, with ultimate responsibility for managing,
updating, and posting resolutions to the Nokia Support Web
Ask Nokia Knowledgebase. This group also manages content
on the Nokia Support Web product line homepages, so that
Nokia TACs are prepared for new product launches with
technical training and technology.
• Reactive Services handle all escalations of product issues to
Nokia Product Engineering. This team also participates in the
Nokia Corrective Action/Preventive Action (CAPA) process to
resolve escalations, quickly and effectively.
Reinstatement Fees Special fees charged by Nokia to
re-establish contracted support coverage for products
after the lapse of the original support agreement.
Service Order Also referred to as Return Materials Authorization
(RMA), which fulfills a hardware support request.
Service Request An online Support Web customer ‘case’/request.
Service Packs Software update bundles that have passed
through Quality Assurance (QA) testing and are offered
commercially by Nokia.
Software Releases A generic term to describe a software
package—also known as a software update or upgrade to
minor- or major-maintenance or feature release.
Software Subscription The provision by Nokia of maintenance
release updates, patches, and error correction code to enhance
the functionality of Nokia IPSO Operating System software,
which is the control program for most Nokia appliances.
Subscription service for other Nokia software applications and
Third-Party software is sold separately.
Nokia Support Offerings Guide for Business – March 2007 19
 Software Upgrades A software version upgrade that is a
major change to a previously installed package. Should not
be dependent upon a previously installed package and should
be able to upgrade from a previously installed package to
utilize its configuration files. The term ‘upgrade’ has also been
used to denote a major software change as well as an update
to a minor software change. For example, moving from Nokia
IPSO 3.7 to 3.8 would typically be an ‘update,’ but moving from
3.8 to 4.0 would typically be considered an ‘upgrade’. Warranty Nokia Security and Mobile Connectivity hardware
products are covered by a Nokia ‘12-month from date of
Software Updates A software maintenance release that is a
manufacture’ warranty on parts and factory labor against
minor change or correction to a previously released software
defects in materials and manufacturing workmanship. To
package, typically dependent on a previously released version
accommodate shipping time to customers, Nokia may extend
of that software.
warranty coverage to a period of 15 months from date of
Support Center Practices (SCP) Certification Nokia’s Technical shipment by Nokia or to the channel partner. For full details on
Assistance Centers (TACs) have achieved the coveted Support Nokia Enterprise Solutions hardware and software warranties,
Center Practices (SCP) Certification for the delivery of world- refer to the Nokia Support Web.
class customer support. SCP Certification was developed by a
consortium of 41 leading technology support organizations
from around the world in conjunction with Service Strategies
Corporation. SCP is recognized globally as the ‘gold standard’
for support center practices through its demanding set of best-
practice standards and performance evaluations. Since 2002,
Nokia has achieved SCP certification in all Nokia global TACs for
the delivery of world-class customer support.

Technical Assistance Center (TAC) Any of the global Nokia

facilities serving the Americas, Europe, Middle East and
Africa, and/or Asia Pacific. A TAC provides technical product
engineering assistance to customers in accordance with
the service contract purchased. Nokia TACs operate 7 days
per week, 24 hours per day with highly-qualified Support
Engineers equipped with an extensive array of tools and
laboratory resources designed to diagnose and solve
customer product issues. For information on how to contact
a Nokia TAC, refer to the ‘Contact Information’ section at the
end of this document.

20 Nokia Support Offerings Guide for Business – March 2007

When you choose services from Nokia,
our team becomes your team.

Appendix B: Nokia Global Support and

Services Contact Information

Nokia Technical Assistance Center (TAC) Contact Information

Web: https://support.nokia.com

Email: tac.support@nokia.com

Phone Number Fax Number

Americas TAC +1 888 361 5030 or +1 613 271 8782

+1 613 271 6721
Europe (EMEA) TAC +44 (0) 1252 868900 +44 (0) 1252 865666
Singapore (ASIA) TAC +65 6723 2999 +65 6723 2897

Support, Administration and Training Inquiries

Email: es.service@nokia.com

Press and Analyst Inquiries

Email: es.communications@nokia.com

Nokia Enterprise Solutions Sales

Nokia Enterprise Solutions – Headquarters

55 Broad Street, 15th Floor

New York, New York 10004
United States of America
Tel: +1 917 228 0200
Fax: +1 917 228 0218

Singapore: +65 6588 3364

Finland: +358 (0)800 110 888
France: +33 (0)170 708 166
Germany: +49 (0)692 222 203 68
Italy: +39 (0)236 003652
Spain: +34 (0)914 140 777
Sweden: +46 (0)856 610 789
UK: +44 (0)161 601 8908

Nokia Support Offerings Guide for Business – March 2007 21

 Americas
Nokia Inc.

Asia Pacific
Tel: +65 6588 3364
Tel: 1 877 997 9199

UK +44 161 601 8908

France +33 170 708 166
102 Corporate Park Drive

www.nokia.com/business
White Plains, NY 10604 USA

Europe, Middle East, and Africa

Email: mobile.business.na@nokia.com

Email: mobile.business.apac@nokia.com

Email: mobile.business.emea@nokia.com
© 2007 Nokia. All rights reserved. Nokia, Nokia Connecting People, and Nokia Intellisync Mobile Suite are trademarks or registered trademarks of Nokia Corporation.
Nokia operates a policy of continuous development, and therefore reserves the right to make changes and improvements to any of the products and services described in this document without prior notice.