Advanced Services

SOLUTION PREMIER SERVICE SOFTWARE SUPPORT SERVICES:END CUSTOMERS PROTECTING, MAINTAINING AND EVOLVING YOUR SOLUTION Today’s enterprises rely almost exclusively on complex, multi-vendor Information Technology and Communications (IT & C) infrastructure to enable mission-critical business processes and achieve customer success. To allow adoption of new technologies and provide more intelligent services to users, networks are becoming ever more complex. Maintaining these complex, multi-vendor systems is a serious challenge for C-Level executives everywhere. Alcatel-Lucent offers a complete range of support services for the Alcatel-Lucent OmniPCX TM and OpenTouch TM systems through software and hardware support. Alcatel-Lucent Solution Premier Service (SPS) secures the operation of your business-critical communications infrastructure and applications, protecting your investment with comprehensive corrective maintenance and continuous evolution through upgrades. By keeping your systems up to date with the latest software releases and guaranteeing quick problem resolution, SPS can help eliminate unanticipated support costs. In addition, the service provides operational continuity as well as reputation and image protection. THE OFFER Complete support

Rapid diagnosis and resolution of critical problems
Prompt availability of upgrades, updates and patches
Reactive incident-based support
Deep knowledge of your Alcatel-Lucent solutions and applications
Additional technical expertise when necessary
Predictable costs
An annual fee for support
Amortized annual payments and OPEX for upgrades

Stable pricing for the life of the system, based on the solution software value

Better price for multi-year commitments

World-class service delivery

Global network of Business Partners
Best-in-class SLAs and committed response and resolution times to partners

In addition to global Professional Services assistance plus extensive certification and solution training, in order to ensure the service levels we promise, partners have access to:

Around-the-clock, multi-language, multi- channel access to our Technical Support through e-mail, telephone, fax, Web and chat
Unlimited, around-the-clock remote support by the Alcatel-Lucent Technical Assistance Center (TAC) and Technical Expertise Center (TEC)
Field expertise proximity in case vendor on-site intervention is necessary
Unlimited access to our Knowledge Base
Dedicated incidents tracking and incidents-intelligence tools
Software download notifications

BENEFITS

Control costs
Ensure predictable costs through an OPEX approach
Eliminate potential costly per-ticket charges by using an annual support fee
Reduce loss related to solution failure or repair
Avoid risks and vulnerability windows
Reduce solution failures through rapid issue identification
Minimize software downtime by having a controlled approach to maintenance
Draw greater value from existing applications
Improve application stability and performance: solutions are always on the latest release
Reduce solution lifetime deterioration through continuous maintenance
Ensure continuous improvements through prompt and free access to upgrades
Reduce complexity and improve solution knowledge
Ensure access to leading product and solution expertise
Leverage top vendor expertise, experience and knowledge
Transfer support complexities to your partner and Alcatel-Lucent
Increase support delivery agility
Best-in-class SLAs
Consistent and homogeneous service levels across all continents
Committed response and resolution times to Partners
Improve IT support delivery quality and stability
Rapid treatment and resolution through committed response and resolution times to our Partners
Improved IT service delivery quality as a result of consistent and homogeneous service levels
Focus on business processes and strategic innovation
Focus on supporting business processes instead of technology
Focus on strategic innovation initiatives rather than maintenance

WHY SUPPORT IS ESSENTIAL In addition to protecting your business from risks and preventing solution failure or system instability, Alcatel-Lucent support can help you realize greater value from your current communications solutions while keeping risks and costs under control. Alcatel-Lucent Solution Premier Service provides both maintenance and evolution under one contract per solution, protecting you from risks and business disruptions while helping you promote growth and innovation. TALK TO YOUR PARTNERS ABOUT SPS To protect your solution with a Solution Premier Service, contact your local Business Partner to order SPS and take advantage of all the benefits of Alcatel- Lucent support. Find a partner with the Partner Locator. WORLD-CLASS SUPPORT A global community of partners: 2,200 worldwide (including resellers, system integrators, hardware vendors and independent software vendors) with a presence in 130 countries to deliver our support services.

Driven to success through extensive training and certification: Our Partner Program drives partner expertise and success in selling, deploying and supporting the Alcatel-Lucent Enterprise solutions. Partners have access to multidisciplinary training in fields that include sales product knowledge, pre-sales design and post-sales engineering. The certification process recognizes the acquired skills and knowledge.

Assisted by our top expertise: Our Partners network is continuously backed by Alcatel-Lucent Customer Care, the Professional Services teams and the Bell Labs innovation powerhouse plus global Alcatel-Lucent Research & Development (R&D). BEST-IN-CLASS SERVICE LEVELS AND SATISFACTION RATES Our support services are delivered to our partners according to strict response and resolution times. All our partners commit to support delivery capabilities through the Alcatel-Lucent Enterprise Distributorship Agreement. Alcatel-Lucent takes the responsibility to constantly verify that these contractual capabilities are respected.

With more than 10,000 square meters of testing labs, comprehensive technical skills, proximity to enterprises around the globe and the ability to provide services in multiple languages, Alcatel- Lucent Customer Care enjoys a customer satisfaction rate that surpasses the market average — between 90 percent and 95 percent according to a 2011 customer satisfaction survey.

MORE ABOUT ALCATEL-LUCENT ENTERPRISE SERVICES With its comprehensive services offering, Alcatel-Lucent helps enterprises benefit from a secure, high-performing communications infrastructure throughout its life cycle. Our global partner ecosystem and proven project management methodologies ensure local service and best-in-class service delivery.