Field Services
Training
Aurora Networks ordinarily provides, free of charge to its customers,
up to 40 hours of on-site training in the support of installation and activation
of one node cluster and the associated hub equipment. This training is usually a
combination of classroom and hands-on training at a suitable site provided by the
customer. To support this training effort, Aurora supplies in-depth product manuals,
data sheets and application notes to ensure that customer’s personnel have the proper
reference materials to effectively maintain the individual products and the overall
network. Sufficient numbers of copies of written training materials, all prepared as
English-language documents, are provided for each trainee.
Aurora can also provide an on-site refresher course every six months
during the duration of a project at the customer’s request. To support this training
effort, Aurora supplies then current in-depth product manuals, data sheets and application
notes to ensure that customer’s personnel have the proper reference materials to
effectively maintain the individual products and the overall network. This additional
training service is offered on a per diem fee basis per instructor plus expenses.
Installation Supervision
Aurora believes it is critical that customers receive sufficient training
to ensure the correct operation and installation of its equipment. To ensure that
customers have a positive initial experience, Aurora offers supervision services during
the customer’s initial equipment installation. Installation supervision is provided by
an experienced Field Service engineer who provides supervision services for installation,
turn-up and alignment of Aurora products. This service is offered on a per diem fee basis
per engineer plus expenses.
Technical Assistance Center
Aurora’s Technical Assistance Center is staffed with highly qualified TAC
engineers whose task is to provide technical telephone support and remote diagnostic
assistance to resolve complex customer equipment problems quickly and accurately. Customers
who have successfully completed product training given by Aurora and are equipped with proper
test equipment and spare parts will experience quick resolution to their equipment problems.
Aurora is currently able to provide this support in English, Spanish, Chinese
and French, and this service is provided to Aurora Networks’ customers free of charge.
When using this service, for e-mail support please send you queries to
support@aurora.com. Please always provide the
following information in your communications concerning support; it will allow Aurora to
respond quickly and accurately to your question.
- Your name, company and telephone number (site, cell and pager if available)
- Date and time of your call
- Site location of the trouble, including city, state, province and country
- Detailed description of the problem
- Hardware serial number of the hardware experiencing the problem, if applicable
- Software revision number of the software experiencing the problem, if applicable
- If you will not be available for a return call within 30 minutes of your problem
report, please provide a contact name and contact number for the follow-up activity.
On-Site Field Service Support
Aurora’s Field Service engineers are available to perform on-site support
and repairs on an as needed basis when telephone assistance cannot effectively solve
issues. All requests for on-site assistance must be made through the Aurora Technical
Assistance Center.
A call must be placed to the Technical Assistance Center to request on-site
Field Service support. On-site support is available on a first-call first-served basis.
While Aurora cannot guarantee that a Field Service representative will be available with
less than 72 hours notice, we make all possible effort to get Field Service personnel on
site as soon as possible.
This service is offered on a per diem fee basis per engineer plus expenses.
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