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 Presentation Transcript

  • 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
    • 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!!!
  • 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 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. 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. 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 [email_address]
    • 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
      • COAMS Administration: Linda Marino 978-288-0443
      • [email_address]
      • GNTS Support: Tom O’Conner 972-362-2632
      • [email_address]
      • COAMS Program: Yvon Girard 978-288-0127
      • [email_address]
    For Additional Information Contact
  • 13. Training Requirements
    • Familiarization
    • Installation & maintenance
    • (applicable for each machine type being maintained)
    • Database Administration
    • BARS / NARS .
    Meridian 1 Opt 11C – 81C
  • 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
    • 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
  • 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 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. 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 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. 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. 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. 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, [email_address]