Engineering Services
Actel offers technical engineering services designed to be either offered in conjunction with business representation and be complementary to it or as stand-alone services.
Local Technical Assistance
Actel provides technical Subject Matter Experts (SME) who have expertise on the relevant solutions and are capable of performing technical support and providing timely resolution to customers and partners’ requirements. The SME will be responsible for the interface with the vendor’s engineers to define key customer requirements, standards compliance and develop customer test plans. Day-to-day responsibilities include developing and presenting technical and applications presentations, support end customer network proposals, identify appropriate pricing, network design, and customer configurations.
- Pre-sales Technical Support
- Support customers with technical questions
- Track all feature requests
- Assist in the creation and delivery of technical sales presentations.
- Present technical information regarding current products and roadmap.
- Act as a consultant on network design and implementation.
- Feature development coordination and project management support:
- Work closely with the vendor’s product management and engineering teams.
- Act as an intermediary role to interpret the customers’ specific feature requirements and make them clear and understandable to the vendor. In turn, the vendor’s engineers will be able to communicate with our engineers to provide timely resolutions to complex problems that may occur during the trial and interoperability tests.
- Provide problem status information to customers and become the interface to the vendor to ensure timely problem resolution.
- On-site trial, installation and test support:
- Develop customer test plans.
- Travel to customer sites to perform system installation and system interop testing for trial and production systems. Customers will usually request a local technical support engineer to be present throughout the implementation and interoperability testing with third party products.
- Log problems reported during testing and customer trials.
- Provide accurate and timely resolution to issues related to trials, installation, and maintenance. Escalate problems requiring a greater level of technical expertise.
- Offer customers the required and agreed hands-on training during installation for system configuration and troubleshooting work.
- Solve a wide class of problems. Escalate to Level 2 personnel as required.
- Track all bugs in the software and hardware that are to be addressed in future releases
- Prioritize severity levels and expected delivery of new code or patches.
Tier 1 and Tier 2 Support Services
First level support is responsible for monitoring the system performance, and for receiving and documenting trouble calls for all technical questions, problems and new product enhancements.
Second level support is responsible for resolving all but the most complex questions and problems. Detailed technical analysis is required.
- Responsible for monitoring the equipment status and functionality
- Responsible to log and answer all questions
- Responsible for providing response and resolution to all trouble reports received.
- Responsible for opening and administering service tickets on call logging and tracking system
- Responsible for all on-site activities including fault isolation for hardware/software
- Responsible to document all work, including problem description, action steps required for problem resolution, solution and closure on customers fault tracking system
- Responsible for applying all patches or upgrades to each field POP (Point of Presence)
- Responsible for replacing defective and replaceable units
- Responsible for administration of spare parts
- Responsible for participation in operations review meetings and providing data and tracking for responsible areas
- Responsible for timely escalation to Tier 2 as required and following all prescribed remedies as directed
- Responsible for accepting and working on issues escalated by Tier 1 until resolution is reached
- Responsible for assisting Tier 1 with fault isolation of hardware/software.
- Responsible to log and answer all questions
- Responsible for providing response and resolution to all trouble reports received.
- Responsible to work with the vendor on opening and administering service tickets
- Responsible to document all work, including problem description, action steps required for problem resolution
- Responsible for updating and administering service tickets
- Responsible for accepting and generating reports and tracking
- Responsible for lab work including trouble recreation as well as verification of software on all new release/patch/ before network installation
- Responsible for participation in operations review meetings and for providing data and tracking for responsible area
Tier 1 support:
Tier 2 Support:
