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The Pros and Cons Of In-house vs Contracted Maintenance BA05

The Pros and Cons Of In-house vs Contracted Maintenance BA05. Steve Ford Coordinator of Electronic Services Northeastern State University. Agenda. Maintenance Contract vs Self Maintained Nortel Networks COAMS Program Training Requirements Spares Planning Cost Justification.

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The Pros and Cons Of In-house vs Contracted Maintenance BA05

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  1. The Pros and Cons Of In-house vs Contracted Maintenance BA05 Steve Ford Coordinator of Electronic Services Northeastern State University

  2. Agenda • Maintenance Contract vs Self Maintained • Nortel Networks COAMS Program • Training Requirements • Spares Planning • Cost Justification

  3. Maintenance Contract vs Self Maintained Maintenance Contract • Con • Slow response time • Annual contract renewal • Lack of control / Security • More expensive!!! • Pro • Single point of contact • One less thing to worry about • No investment in spares • No investment in training

  4. Maintenance Contract vs Self Maintained Self Maintained • Pro • Fast response to troubles • Lower cost • Self Reliance • Overall Quality • Con • Maintain spares • Training • Staffing

  5. Nortel Networks COAMS Program COAMS Customer Owned And Maintained Systems Remote technical assistance for Nortel Networks End Users who maintain their own systems

  6. Nortel Networks COAMS Program • Support for all Nortel Networks Voice Products • COAMs customers receive • eService • On Line Case Management • Assess to Nortel’s Knowledge Database • Annual contracted pricing

  7. Nortel Networks COAMS Program Systems supported by the COAMS program • M1 • Meridian Mail • Call Pilot • Symposium • SL100 • Norstar • BCM • Sucession

  8. Nortel Networks COAMS Program Pricing Options Option 1 by Authorized caller $7,500 per tech with a two tech minimum Note: Cost is reduced by $500 for every 5 techs Contact Nortel to pricing for more than 25 techs Well suited for customers with a large number of systems who wish to setup their own internal first level support organizations

  9. Nortel Networks COAMS Program Pricing Options Option 2 by System $1,000 per system for Meridian & CSE Note: Cost is reduced by $50 for every 5 systems up to 50 $750 per system for Norstar and BCM Note: Cost is reduced by approximately $38 for every 5 systems up to 50 Well suited for customers with a small number of systems.

  10. Nortel Networks COAMS Program

  11. How to Join the Enterprise End-User Community! • Register for My Nortel Networks at http://my.nortelnetworks.com • Once you have successfully logged into your personalized my.nortelnetworks.com site at least once, you can request membership in the Enterprise End User Community • To join, send an email requesting access to the Community Manager at entcust@nortelnetworks.com • The Enterprise End User Community will not show up until the Community Manager accepts your request • Once accepted, you will receive a confirmation email • After acceptance, the next time you log into My Nortel Networks, you will see Enterprise End User Community as a choice in the left navigation • The COAMS folder can be found in the File Exchange section entitled “COAMS Information”

  12. Nortel Networks COAMS Program For Additional Information Contact • COAMS Program: Yvon Girard 978-288-0127 • girardy@nortelnetworks.com • GNTS Support: Tom O’Conner 972-362-2632 • oconnort@nortelnetworks.com • COAMS Administration: Linda Marino 978-288-0443 • lmarino@nortelnetworks.com

  13. Training Requirements Meridian 1 Opt 11C – 81C • Familiarization • Installation & maintenance • (applicable for each machine type being maintained) • Database Administration • BARS / NARS.

  14. Training Requirements • Meridian Mail • Installation & maintenance • System Administration Application • Call Pilot • Data Skillset • Installation & maintenance • System Administration Application

  15. Training Requirements • Symposium Call Center Server (SCCS) • Installation & maintenance • Database Administration • Scripting • Advanced Scripting • The following are required if implemented • Symposium Agent Greeting • SCCS Networking • SCCS Web Client Installation • SCCS Web Client Administration & Management • SCCS Web Portal Installation & Administration

  16. Training Requirements • ·        Norstar / BCM • Norstar Familiarization • Norstar MICS / CICS Hardware Installation & Programming • The following are required if implemented. • Advanced Call Pilot 150 Messaging • Norstar Voice mail Installation, Maintenance & Administration • Norstar Desktop Computer Telephony Integration (CTI) • Norstar Remote Utility • Norstar FlashTalk / CCR Installation & Maintenance

  17. Training Requirements • Symposium Call Center Server (SCCS) • Installation & maintenance • Database Administration • Scripting • Advanced Scripting • The following are required if implemented • Symposium Agent Greeting • SCCS Networking • SCCS Web Client Installation • SCCS Web Client Administration & Management • SCCS Web Portal Installation & Administration

  18. Training Requirements Additional Training is required if any of the items listed below are implemented • ISDN BRI /PRI • ACD • Optivity Telephony Manager (OTM) • Meridian Administration Tool (MAT) • Meridian Recorded Announcement (MIRAN) • Internet Telephony Gateway (ITG)

  19. Spares Planning Crash Kits or maintenance spares vary from site to site Recommended spares depends on your situation • Our Option 81c kit includes • Two Ring Generator P/S • One Peripheral Equipment P/S • One Common Equipment P/S • Analog and Digital Line Cards • Analog and DTI/PRI trunk cards • One of everything which is non redundant in the system

  20. Cost Justification In a recent polling, the national average for a Nortel Maintenance contract was $25.00 per port per year! Maintenance Contract Example 3000 port Option 81C w / Meridian Mail $ 25.00 per port x 3000 ports $75,000.00 per year

  21. Cost Justification Self Maintenance Example 3000 port Option 81C w / Meridian Mail 1st year including startup costs Training $12,000.00 Travel / Lodging $10,000.00 Spares $25,000.00 COAMS agreement $ 1,000.00 Total 1st year costs $48,000.00

  22. Cost Justification Self Maintenance Example 3000 port Option 81C w / Meridian Mail 2nd year including startup costs Repairs on replaced parts $ 5,000.00 COAMS agreement $ 1,000.00 Total 2nd year costs $ 6,000.00

  23. Cost Justification Potential Savings Annual Maintenance Contract $75,000.00 1st year self maintenance $48,000.00 1st year savings $27,000.00 Annual Maintenance Contract $75,000.00 Subsequent years self maintenance $ 6,000.00 Subsequent years savings $69,000.00

  24. Online Resources http://www.innmug.org Innmug - International Nortel Networks Meridian Users Group. http://www.mynortelnetworks.com My Nortel Networks.com - Customizable web portal into Nortel Networks for Innmug members. http://www.nortelnetworks.com Nortel Networks - Nortel Networks main page.

  25. Online Resources http://www.pepedog.com/meridian/ Dave Higham's Useful Meridian Programs - Dave has several useful BARS and DNB parsers available. http://www.ghtrout.com Gene Trout's Nortel Resource Page Gene has an excellent System Security Audit & other resources. http://www.russellweb.co.uk/nortel/ RussellWeb Tim has written some very good data import tools.

  26. Online Resources http://www.pbxinfo.com PBXinfo.com - Good source of info as well as several mfg. specific message boards. http://www.tgrace.com/mailman/listinfo/ Terry Grace's Listserv page - Excellent list server, there is an vast amount of Nortel specific knowledge here waiting to be tapped into. http://groups.google.com/groups?hl=en&group=comp.dcom.sys.nortel UseNet group - Comp.Dcom.Sys.Nortel - Another good site to post Nortel specific questions.

  27. Questions & Answers

  28. For further information, ford@nsuok.edu

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