NECCare

The corporate communications environment is undergoing rapid changes brought on by the merging of voice and data technologies, as well as by the participation of the Internet in the delivery of communications content and services. Products designed to service this environment place new demands upon the professionals charged with their deployment, installation, implementation, and ongoing maintenance.

NEC Unified Solutions recognizes the need for a support model that will have increased flexibility, especially in the area of server-based products.

"NECCare"

An NEC Unified Solutions product support program consisting of:

a. Internet-based mechanism for the administration of technical support accounts

b. Internet-based Knowledge Base

c. Internet-based Quick Stop Help Desk

d. National Technical Assistance Center (NTAC)

e. Field Service

"Professional Services"

A NEC Unified Solutions program providing the Associates, Distributors, and Resellers with options for the purchase of consultation and implementation services for qualified NEC Unified Solutions products. Consult specific Professional Services product appendix and program documentation for details.

"Foundation Course"

A technical training course provided by NEC Unified Solutions that instructs on basic product hardware and software architecture.

Please consult the training registration section of the NEC Unified Soltuions homepage (www.necunifiedsoltuions.com) for the most current list of courses.

"Accreditation"

When an individual successfully complete a NEC Unified Solutions offered course, he/she is deemed accredited on the subject matter covered in that course.

"Accredited Calls" and "Non-Accredited Calls"

Calls for support made by a person accredited in that subject matter, are known as accredited calls.

Conversely, calls for support made by a person who is NOT accredited in that subject matter are known as non-accredited calls.

Fees charged by NTAC for support with non-accredited calls are higher than those applied to accredited calls.

"NECCare ID"

All individuals registered in the NECCare on-line account receive a NECCare ID that allows them to access the various services they are authorized to use.

"Incident"

An incident is a condition present at the customer's site that a caller refers to NTAC for interpretation, explanation, and resolution assistance. Normally, an incident covers a particular product malfunction, or a request for assistance on an installation

"Electronic Tokens (Tokens)"

Tokens are unique, multi-digit alphanumeric numbers that can be thought of as electronic money.

"Quick Stop Help Desk (QS)"

An Internet-based help desk accessible free of charge to NECCare participants, including qualified Associates' employees, designees, and Resellers.

"NTAC Knowledge Base"

A collection of solved incidents and engineering tips accessible through QS.

Support from the NEC National Technical Assistance Center (NTAC)

Once a an Associate, Distributor, or Reseller's technician has attained accreditation on the appropriate foundation course(s) provided by NEC and is in possession of a valid NECCare ID, he/she will be able to make both, accredited and non-accredited calls to NTAC. Support will entail a fee whose amount will depend on whether the call is accredited or non-accredited, the caller's affiliation (Associate, Distributor, or Reseller) and the time of day when the call is made.

Reseller's technicians must contact the Distributors technical staff as their primary line of support service. The Distributor is the first line of support services whenever available. Fees will apply and will always be assessed for Reseller calls.

NTAC Handling of Support Requests

A number of electronic tokens will be charged for the handling of each reported incident.

Electronic Fee Payment for NTAC Support

The following conditions will apply:

a) Fees will be applied at the time of the call

b) Fees will be collected in the form of electronic tokens

c) The number of tokens charged for an incident will vary with the time of the day when the call is made, as well as with the caller's accreditation status

d) If the reported incident relates to troubleshooting, the caller's NECCare account will be charged tokens only one time per incident, regardless of the number of separate calls required to close the incident.

e) If the reported incident relates to installation support, the caller's NECCare account will be charged tokens based on the duration of the call.

f) If a caller reports a malfunction on an active product and if this malfunction is later proven to be within the scope of the applicable hardware or software warranty under the ASSOCIATE/DISTRIBUTOR Agreement, the corresponding incident will be handled at no charge.


Quick Stop Help Desk (QS)

Inquiries that are not response-time sensitive, do not pertain to product malfunction or product installation, or do not require real-time support, should be directed to the Internet-based Quick Stop Help Desk www.neccare.com, in order to avoid the unnecessary use of Tokens. QS provides the following services (restrictions may apply):

a. Free access to the NTAC Knowledge Base

b. Free access to FAQ lists

c. Ability to place inquiries and receive responses by email. The target turn-around time for this type of inquiry is 2 working days.

Detailed descriptions on how to use your NECCare account are available from your NEC Sales Account representative, NEC Channel representative, or your Authorized Distribution Account representative. Please email any question you may have about account usage to neccare@necunified.com.

NECCare accounts are electronically managed through the web. Token allocation, token usage, and token account balances may be monitored in real time.

All hardware and software warranty issues continue to be handled according to the Associate/Distributor agreements.

Participation in NECCare may begin at any time, regardless of the warranty status of the subject installation.

Procedures for product repair and return remain the same as stated in the Associate, Distributor and Reseller agreements.

The purchase of product additions and upgrades will be done through the regular sales channels and is not part of NECCare. The actual installation of additions and upgrades may be available through the NEC Unified Solutions Professional Services program.

a) Designated representatives who wish to access NECCare services must receive their NECCare ID and password from the NECCare account manager.

b) Access to NECCare on-line services is achieved through the web site at www.neccare.com Voice calls to NTAC are handled via the toll-free number: (800) 852-4NEC (4632).

Eligibility for NECCare technical assistance is available to all technicians who meet basic foundation accreditation requirements.

Please consult your NEC Associate or Authorized Distribution account representative for specific token charges.

You may obtain additional information by e-mailing the NECCare Administrator: neccare@necunified.com