We give your network more than just our technology: we give you our experience

Product support

Operations
Once a Customer has ordered an Astellia solution, all associated equipment are tested in Astellia premises before shipment.
A simulation of the ordered system is built in Astellia labs to validate functional aspects and specific operating modes. All documents related to the project are prepared: engineering document, site specifications, acceptance test plan and - depending on the complexity of the system - a topology document describing each equipment and all connections.
When Astellia systems have been cleared from customs, Astellia installs and configures them in the Customer’s premises. This on-site phase leads to the system acceptance after all tests are performed, and after the system is integrated into the Customer’s environment.
 
Training
Astellia organizes training sessions for Customers to better understand and use Astellia equipment and the associated latest software releases.
This is also a good opportunity to discuss your issues and exchange with our experts. It allows Astellia to get feedback to better answer your needs.

Support and Assistance
Astellia Support Team is organised in 2 levels of specialists:

The level 1 support team deals with Customer’s requests. It is composed of people experienced in both IT and telecommunication. They fix most of our customer’s issues over the phone or via remote maintenance and they also regularly go on customer’s site when further analysis or maintenance proves necessary. About 80% of cases are fixed within two working days.
The level 2 support team, also composed of experts in telecommunication, can assist the level 1 team when an escalation is necessary. It provides all users with a telecom assistance to explain and analyse results reported by Astellia solution.
Astellia experts master standards and the operation of GSM, GPRS and UMTS networks. They also perfectly know the job and issues of mobile operators. They provide training to our Customers, sometimes with on-site technical assistance. It allows them to stay focused on customer demands and needs.
Their knowledge and advanced competencies are an important input for the marketing and R&D teams. In collaboration with those teams, they contribute to Astellia product development and evolution, with a common objective - the satisfaction of our Customers.
In addition, Regional support engineers based in Singapore, Beirut, Rio and New York can also assist you to manage your Astellia solutions.

Maintenance
Within the maintenance contract, Astellia offers the following services:

Access to Astellia hotline for support by fax, email or phone - from Monday to Friday (French working days) and from 8 am to 6 pm,
Commitment on a time period to answer and solve a problem (depending on its criticity level),
Corrective software maintenance,
Evolutive software maintenance, to take advantage of new features integrated in new software versions,
Update of user documentation, including list and description of new features and corrections.