Support services

• Benefit from adapted services depending on your profile: as a business partner or as an end-customer – we support you all the time
• Access hardware and software support for your communications and network solutions.
• Get replacement of faulty hardware and get assistance via remote diagnosis
• Entitle your IT personnel to contact ALE directly and offer them 24/7 access to ALE Technical support with possibility to submit service issues, access ALE’s support portal for documentation, firmware and known issues solutions.
• Benefit from fast issues resolving thanks to our system of 4 severity level scale of issues.

Get 24/7 support thanks to a service based on issues severity

To assure fair and committed support, Alcatel-Lucent Enterprise assigns each issue a 4 severity levels from critical to low.

Thanks to this severity levels, we can deliver you support within the next 30 minutes after your request for the most critical issues.

Whether you are a Business Partner looking for best support to your customers, or a user of ALE solutions that would like to get access to this service, ALE provides you with all support service on Network and Communications solutions as well as IT solutions from other vendors. Check the partner locator  to find out about the business partners in your country.

Get full support for your network infrastructure

Alcatel-Lucent Enterprise commits to deliver the best support possible to get your network infrastructure up to speed 24/7 for any product delivered by us.

Upon request, support services can be delivered via Business Partners or via ALE directly; and is made of:

• Software and hardware support with various service levels
• Direct contact to submit service requests
• Access to ALE support portal
• Assistance for remote diagnostics

These offers may vary depending on your country.

Benefit from support services for communications

We tailor our support offer based on your challenges and needs. For your communications solutions, we can deliver hardware, software and third-party support services, all this depending on urgency of your issue.

Depending on your communication environment, we narrow down our services by delivering:

• Assistance in installation and maintenance of the products
• Migration path for switch to new generation of products
• Standard Hardware support services that is made of Return-To-Factory, Advanced Replacement, On Demand Repair and Dead on Arrival services, that ensures you have a satisfying quality of our products
• Flexible models that enables extension of warranties

These offers can vary depending on your country.