SERVICES Family Brochure
Your Path for
ECI - Your Network
Ensuring your network integrity
Enjoy our expert field engineer and
Fast response times helping you
meet your business needs
Your Partner for Growth
To ensure network integrity and availability,
ECI offers its customers implementation,
training, support and maintenance services,
complementing our always-innovative product
These services are provided by our expert field
engineers and customer support engineers, all
of whom have vast experience with varied and
ECI's global presence means we are familiar with
your network type, as well as your need for fast
response time. It is our role to help you meet,
and surpass, your business objectives.
When launching a service, you need a partner who understands your needs and will help you set
up your network in a fast, reliable manner.
Our highly skilled field engineers will provide you with the resources you need to achieve your
The hundreds of global references we have (through our work with many complicated networks)
illustrate that our engineers are up for any challenge.
Our implementation service includes:
Full project management and field activity services
Pre-implementation design and consulting
Acceptance and commissioning
Supervision and implementation of software and hardware upgrades
Multi-product integration of the offered solution into the customer system
Maintenance & support services
Maintaining your network is our top priority. Our customer support team operates 24 hours a day,
7 days a week to quickly repair any network breakdown and to ensure minimal out-of-service time.
Our Global Experts Center focuses on understanding every technological and technical aspect of
your network. This ensures fast and accurate troubleshooting and recovery time.
ECI's maintenance offering includes Remote Diagnosis services, 8x5, 24x7 technical support,
hardware repair, software updates and upgrades, fast hardware exchange service and more.
To address differing customer requirements, we offer three service packages:
Silver Service Package
ActionLine™: A hotline to a team of remote-support specialists who provide telephone assistance
for all hardware or software issues, available during normal business hours, five days a week.
Remote Web Access Support: Activated when phone support is insufficient. Utilizing debugger
tools and other challenges are analyzed and solved online via web access or dial-up modem
Hardware Repair Service: Provided throughout the lifecycle of all ECI equipment. Technical experts
repair equipment and perform rigid quality control tests before returning it to you.
Software Repair Service: Immediate repair of confirmed software deficiencies
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Gold Service Package
Enhancing the Silver Service Package, the Gold Service Package adds to your range of Maintenance
Services, covering more requirements:
ActionLine™ 24x7: Access to ECI 24 hours a day, 365 days a year, with a highly skilled support
team available to answer your questions. When necessary, they will diagnose and isolate possible
problems quickly and efficiently. This service provides technical support and product information
based on a committed response-time model, meeting the highest quality standards.
Software Updates Service: Provides versions of software as they become available to correct known
bugs at the time of severity level release. Periodic documentation is provided, informing customers
about the latest available software updates and releases.
Platinum Service Package
ECI’s most comprehensive service level, the Platinum Service Package offers the full range of
Software Upgrade Service is provided as new versions become available for purchased hardware
under contract. New features, performance improvements and technology updates are regularly
supplied to keep the network up-to-date with changes or improvements made during the product’s
In today’s competitive telecommunications market, expertise is crucial, so ECI has created a unique
Training College platform to help your team gain key market insight, giving you the competitive
edge you need to stay ahead.
ECI Telecom’s Training College offers:
Courses to teach your network planners, managers, administrators and maintenance staff
to operate and service ECI’s platforms at maximum levels of efficiency.
A training program that is customizable and comprehensive, covering all aspects of the
theory, operation and maintenance of our equipment.
Talented staff who utilize effective and up-to-date teaching techniques and equipment, giving
participants the clearest possible explanation of each subject.
Detailed study guides, multimedia programs, management station emulators and real or
Additional and On-Demand Services
A premium hardware service in which ECI dispatches exchange parts in advance of receiving your
faulty unit. Dispatching takes place within four business days of request receipt.
When a problem cannot be solved using remote network access. Within an agreed-upon period
after receiving a request, ECI will send a fully qualified field service engineer to rectify the problem
on-site. Our engineer performs on-site remedial services (maintenance) on contracted equipment
within the territory of the service area. On-site service is provided during normal business hours, five
days a week, but can be extended to 24 hours a day, 7 days a week (including public holidays).
Diagnosing potential problems before they develop can prevent a large portion of network breakdowns
from ever occurring, saving your business time and money. ECI’s preventative maintenance &
inspection service will allow your network to avoid serious potholes, maintaining service around
This service includes an experienced engineer visiting and inspecting each site - determining the
status of an installation and performing a battery of preventative maintenance routines according
to the product type procedure. To prevent traffic disruption, the preventative maintenance routine
will be performed only upon full customer authorization.
Availability & complexity of a network demands a full-time expert engineer, operating the network
and sharing his knowledge with your NOC team.
ECI's resident engineer service offers you a dedicated engineer who will perform on-site remedial
services (maintenance) on contracted equipment within the territory of the service area.
The spare management program maximizes operating efficiency through a reliable platform devoted
to decreasing the cost of spare parts and maximizing equipment availability.
By implementing this program, you can outsource your entire spare parts logistics process to
We will consult with you to build a plan that meets your business goals and objectives. This
comprehensive service provides continuous monitoring and automatic replenishment of parts, as
well as intelligent inventory management. Replacement units are shipped within 24 working hours
of receiving the request call. This service is available 24x7x365.