ba05 - the pro's and con's of inhouse vs contracted maintenance

The Pros and ConsOf

In-house vs Contracted MaintenanceBA05

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

Maintenance Contract vs Self Maintained

Maintenance Contract

Pro•Single point of contact

•One less thing to worry about

•No investment in spares

•No investment in training

Con•Slow response time

•Annual contract renewal

•Lack of control / Security

•More expensive!!!

Maintenance Contract vs Self Maintained

Self Maintained

Pro•Fast response to troubles

•Lower cost

•Self Reliance

•Overall Quality

Con•Maintain spares

•Training

•Staffing

Nortel Networks COAMS Program

COAMSCustomerOwned And Maintained Systems

Remote technical assistance for Nortel Networks End Users who maintain their own systems


Support for all Nortel Networks Voice Products

COAMs customers receive eService On Line Case Management Assess to Nortel’s Knowledge Database

Annual contracted pricing


Systems supported by the COAMS program

•M1

•Meridian Mail

•Call Pilot

•Symposium

•SL100

•Norstar

•BCM

•Sucession


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

Pricing Options


Option 2 by System

$1,000 per system for Meridian & CSENote: Cost is reduced by $50 for every 5 systems up to 50

$750 per system for Norstar and BCMNote: Cost is reduced by approximately $38 for every 5 systems up to 50

Well suited for customers with a small number of systems.

Pricing Options

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 [email protected]

• 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”


–COAMS Administration: Linda Marino 978-288-0443

[email protected]

–GNTS Support: Tom O’Conner 972-362-2632

[email protected]

– COAMS Program: Yvon Girard 978-288-0127

[email protected]

For Additional Information Contact


•Familiarization

•Installation & maintenance (applicable for each machine type being maintained)

•Database Administration

•BARS / NARS.

Meridian 1 Opt 11C – 81C


Meridian Mail

•Installation & maintenance

•System Administration Application

Call Pilot •Data Skillset

•Installation & maintenance

•System Administration Application


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


· 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


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


•ISDN BRI /PRI

•ACD

•Optivity Telephony Manager (OTM)

•Meridian Administration Tool (MAT)

•Meridian Recorded Announcement (MIRAN)

•Internet Telephony Gateway (ITG)

Additional Training is required if any of the items listed below are implemented

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

Cost Justification

In a recent polling, the national average for a NortelMaintenance 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

Cost Justification

Self Maintenance Example3000 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 $ 1,000.00Total 1st year costs $48,000.00

Cost Justification

Self Maintenance Example3000 port Option 81C w / Meridian Mail

2nd year including startup costs

Repairs on replaced parts $ 5,000.00

COAMS agreement $ 1,000.00Total 2nd year costs $ 6,000.00

Cost Justification

Potential Savings

Annual Maintenance Contract $75,000.001st year self maintenance $48,000.001st year savings $27,000.00

Annual Maintenance Contract $75,000.00Subsequent years self maintenance $ 6,000.00Subsequent years savings $69,000.00

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.

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.

Online Resources

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.

Questions & Answers

For further information,

[email protected]

ba05 - the pro's and con's of inhouse vs contracted maintenance

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