The Pros and Cons Of  In-house vs Contracted Maintenance BA05 Steve Ford Coordinator of Electronic Services Northeastern S...
Agenda <ul><li>Maintenance Contract vs Self Maintained </li></ul><ul><li>Nortel Networks COAMS Program </li></ul><ul><li>T...
Maintenance Contract vs Self Maintained Maintenance Contract <ul><li>Pro </li></ul><ul><li>Single point of contact </li></...
Maintenance Contract vs Self Maintained Self Maintained <ul><li>Pro </li></ul><ul><li>Fast response to troubles </li></ul>...
Nortel Networks COAMS Program COAMS Customer Owned  And  Maintained  Systems Remote technical assistance for Nortel Networ...
Nortel Networks COAMS Program <ul><ul><li>Support for all Nortel Networks Voice Products </li></ul></ul><ul><ul><li>COAMs ...
Nortel Networks COAMS Program Systems supported by the  COAMS program <ul><li>M1 </li></ul><ul><li>Meridian Mail </li></ul...
Nortel Networks COAMS Program Option 1 by Authorized caller $7,500 per tech with a two tech minimum Note: Cost is reduced ...
Nortel Networks COAMS Program Option 2 by System $1,000 per system for Meridian & CSE Note: Cost is reduced by $50 for eve...
Nortel Networks COAMS Program
How to Join the Enterprise  End-User Community! <ul><li>Register for My Nortel Networks at  http://my.nortelnetworks.com <...
Nortel Networks COAMS Program <ul><ul><li>COAMS Administration: Linda Marino  978-288-0443 </li></ul></ul><ul><ul><li>[ema...
Training Requirements <ul><li>Familiarization </li></ul><ul><li>Installation & maintenance  </li></ul><ul><li>(applicable ...
Training Requirements <ul><li>Meridian Mail </li></ul><ul><li>Installation & maintenance </li></ul><ul><li>System Administ...
Training Requirements <ul><li>Symposium Call Center Server (SCCS) </li></ul><ul><li>Installation & maintenance </li></ul><...
Training Requirements <ul><li>·         Norstar / BCM </li></ul><ul><li>Norstar Familiarization </li></ul><ul><li>Norstar ...
Training Requirements <ul><li>Symposium Call Center Server (SCCS) </li></ul><ul><li>Installation & maintenance </li></ul><...
Training Requirements <ul><li>ISDN BRI /PRI </li></ul><ul><li>ACD </li></ul><ul><li>Optivity Telephony Manager (OTM) </li>...
Spares Planning Crash Kits or maintenance spares vary from site to site Recommended spares depends on your situation <ul><...
Cost Justification In a recent polling, the national average for a Nortel Maintenance contract was $25.00 per port per yea...
Cost Justification Self Maintenance Example 3000 port Option 81C w / Meridian Mail 1 st  year including startup costs  Tra...
Cost Justification Self Maintenance Example 3000 port Option 81C w / Meridian Mail 2nd year including startup costs  Repai...
Cost Justification Potential Savings Annual Maintenance Contract  $75,000.00 1 st  year self maintenance $48,000.00 1 st  ...
http://www.innmug.org Innmug - International Nortel Networks Meridian Users Group.  http://www.mynortelnetworks.com My Nor...
http://www.pepedog.com/meridian/ Dave Higham's Useful Meridian Programs - Dave has several useful BARS and DNB parsers ava...
Online Resources http://www.pbxinfo.com PBXinfo.com - Good source of info as well as several mfg. specific message boards....
Questions & Answers
For further information, [email_address]
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BA05 - The Pro's and Con's of Inhouse vs Contracted Maintenance

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BA05 - The Pro's and Con's of Inhouse vs Contracted Maintenance

  1. 1. The Pros and Cons Of In-house vs Contracted Maintenance BA05 Steve Ford Coordinator of Electronic Services Northeastern State University
  2. 2. Agenda <ul><li>Maintenance Contract vs Self Maintained </li></ul><ul><li>Nortel Networks COAMS Program </li></ul><ul><li>Training Requirements </li></ul><ul><li>Spares Planning </li></ul><ul><li>Cost Justification </li></ul>
  3. 3. Maintenance Contract vs Self Maintained Maintenance Contract <ul><li>Pro </li></ul><ul><li>Single point of contact </li></ul><ul><li>One less thing to worry about </li></ul><ul><li>No investment in spares </li></ul><ul><li>No investment in training </li></ul><ul><li>Con </li></ul><ul><li>Slow response time </li></ul><ul><li>Annual contract renewal </li></ul><ul><li>Lack of control / Security </li></ul><ul><li>More expensive!!! </li></ul>
  4. 4. Maintenance Contract vs Self Maintained Self Maintained <ul><li>Pro </li></ul><ul><li>Fast response to troubles </li></ul><ul><li>Lower cost </li></ul><ul><li>Self Reliance </li></ul><ul><li>Overall Quality </li></ul><ul><li>Con </li></ul><ul><li>Maintain spares </li></ul><ul><li>Training </li></ul><ul><li>Staffing </li></ul>
  5. 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. 6. Nortel Networks COAMS Program <ul><ul><li>Support for all Nortel Networks Voice Products </li></ul></ul><ul><ul><li>COAMs customers receive </li></ul></ul><ul><ul><ul><li>eService </li></ul></ul></ul><ul><ul><ul><li>On Line Case Management </li></ul></ul></ul><ul><ul><ul><li>Assess to Nortel’s Knowledge Database </li></ul></ul></ul><ul><ul><li>Annual contracted pricing </li></ul></ul>
  7. 7. Nortel Networks COAMS Program Systems supported by the COAMS program <ul><li>M1 </li></ul><ul><li>Meridian Mail </li></ul><ul><li>Call Pilot </li></ul><ul><li>Symposium </li></ul><ul><li>SL100 </li></ul><ul><li>Norstar </li></ul><ul><li>BCM </li></ul><ul><li>Sucession </li></ul>
  8. 8. Nortel Networks COAMS Program 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
  9. 9. Nortel Networks COAMS Program 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. Pricing Options
  10. 10. Nortel Networks COAMS Program
  11. 11. How to Join the Enterprise End-User Community! <ul><li>Register for My Nortel Networks at http://my.nortelnetworks.com </li></ul><ul><li>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 </li></ul><ul><li>To join, send an email requesting access to the Community Manager at [email_address] </li></ul><ul><li>The Enterprise End User Community will not show up until the Community Manager accepts your request </li></ul><ul><li>Once accepted, you will receive a confirmation email </li></ul><ul><li>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 </li></ul><ul><li>The COAMS folder can be found in the File Exchange section entitled “COAMS Information” </li></ul>
  12. 12. Nortel Networks COAMS Program <ul><ul><li>COAMS Administration: Linda Marino 978-288-0443 </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>GNTS Support: Tom O’Conner 972-362-2632 </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>COAMS Program: Yvon Girard 978-288-0127 </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul>For Additional Information Contact
  13. 13. Training Requirements <ul><li>Familiarization </li></ul><ul><li>Installation & maintenance </li></ul><ul><li>(applicable for each machine type being maintained) </li></ul><ul><li>Database Administration </li></ul><ul><li>BARS / NARS . </li></ul>Meridian 1 Opt 11C – 81C
  14. 14. Training Requirements <ul><li>Meridian Mail </li></ul><ul><li>Installation & maintenance </li></ul><ul><li>System Administration Application </li></ul><ul><li>  </li></ul><ul><li>Call Pilot </li></ul><ul><li>Data Skillset </li></ul><ul><li>Installation & maintenance </li></ul><ul><li>System Administration Application </li></ul>
  15. 15. Training Requirements <ul><li>Symposium Call Center Server (SCCS) </li></ul><ul><li>Installation & maintenance </li></ul><ul><li>Database Administration </li></ul><ul><li>Scripting </li></ul><ul><li>Advanced Scripting </li></ul><ul><li>The following are required if implemented </li></ul><ul><li>Symposium Agent Greeting </li></ul><ul><li>SCCS Networking </li></ul><ul><li>SCCS Web Client Installation </li></ul><ul><li>SCCS Web Client Administration & Management </li></ul><ul><li>SCCS Web Portal Installation & Administration </li></ul>
  16. 16. Training Requirements <ul><li>·        Norstar / BCM </li></ul><ul><li>Norstar Familiarization </li></ul><ul><li>Norstar MICS / CICS Hardware Installation & Programming </li></ul><ul><li>The following are required if implemented. </li></ul><ul><li>Advanced Call Pilot 150 Messaging </li></ul><ul><li>Norstar Voice mail Installation, Maintenance & Administration </li></ul><ul><li>Norstar Desktop Computer Telephony Integration (CTI) </li></ul><ul><li>Norstar Remote Utility </li></ul><ul><li>Norstar FlashTalk / CCR Installation & Maintenance </li></ul>
  17. 17. Training Requirements <ul><li>Symposium Call Center Server (SCCS) </li></ul><ul><li>Installation & maintenance </li></ul><ul><li>Database Administration </li></ul><ul><li>Scripting </li></ul><ul><li>Advanced Scripting </li></ul><ul><li>The following are required if implemented </li></ul><ul><li>Symposium Agent Greeting </li></ul><ul><li>SCCS Networking </li></ul><ul><li>SCCS Web Client Installation </li></ul><ul><li>SCCS Web Client Administration & Management </li></ul><ul><li>SCCS Web Portal Installation & Administration </li></ul>
  18. 18. Training Requirements <ul><li>ISDN BRI /PRI </li></ul><ul><li>ACD </li></ul><ul><li>Optivity Telephony Manager (OTM) </li></ul><ul><li>Meridian Administration Tool (MAT) </li></ul><ul><li>Meridian Recorded Announcement (MIRAN) </li></ul><ul><li>Internet Telephony Gateway (ITG) </li></ul>Additional Training is required if any of the items listed below are implemented
  19. 19. Spares Planning Crash Kits or maintenance spares vary from site to site Recommended spares depends on your situation <ul><li>Our Option 81c kit includes </li></ul><ul><li>Two Ring Generator P/S </li></ul><ul><li>One Peripheral Equipment P/S </li></ul><ul><li>One Common Equipment P/S </li></ul><ul><li>Analog and Digital Line Cards </li></ul><ul><li>Analog and DTI/PRI trunk cards </li></ul><ul><li>One of everything which is non redundant in the system </li></ul>
  20. 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. 21. Cost Justification Self Maintenance Example 3000 port Option 81C w / Meridian Mail 1 st year including startup costs Training $12,000.00 Travel / Lodging $10,000.00 Spares $25,000.00 COAMS agreement $ 1,000.00 Total 1 st year costs $48,000.00
  22. 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. 23. Cost Justification Potential Savings Annual Maintenance Contract $75,000.00 1 st year self maintenance $48,000.00 1 st 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. 24. 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
  25. 25. 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
  26. 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. 27. Questions & Answers
  28. 28. For further information, [email_address]

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