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NEC Maintenance and Managed Services

NEC offers a comprehensive portfolio of maintenance and managed services and can provide you with flexible solutions to help you meet almost

any networking challenge. All of our service offerings are backed by NEC’s reputation for quality and supported by a highly trained team of

technicians and engineers who are committed to giving you the support you need, when you need it.

Overview

Solution

Enhanced Reliability and Reduced Costs

Network downtime can have a significant financial impact on your

business, so maintaining network availability is clearly a top priority for

any business. Unfortunately, routine maintenance and monitoring can

impose a high burden on your IT department and prevent you from

focusing your limited IT resources on other key projects. Just obtaining

and maintaining the numerous essential networking certifications is

frequently a challenge for many IT departments.

By turning to a trusted partner to help manage your network and

telephony applications, you can enhance your network performance,

lower your management costs, and free IT resources to focus on other

key initiatives.

NEC has the skills, resources and experience necessary to help you

maximize your IT resources, reduce expenses, and deliver optimum

network availability.

Customers are our top priority, so we minimize long waits for support to ensure that your business operations run with minimal disruption.

At a Glance• Enhanced reliability and reduced costs

• Highly skilled and certified support professionals

• A wide array of service options

• Remote monitoring

• NEC Secure

• NEC Secure Advantage

• NEC Remote Managed Services

Highly Skilled and Certified Support Professionals

NEC’s support team answers calls in an average of thirty seconds

and resolves 92% of those calls without escalation. Customers are

our top priority, so we minimize long waits for support to ensure that

your business operations run with minimal disruption. Our support

professionals are highly qualified and ready to assist you with any

network hardware and software needs, and we are proud to have

consistently achieved high customer satisfaction ratings for our support

services. Additionally, our web-based Customer Connection portal lets

you track the status of your support activities in real-time.

A Wide Array of Service Options

Maintenance for network systems and peripherals includes software

support and defective parts replacement as well as remote and

on-site support. In addition, we offer NEC the added benefits of

multiple contract consolidation, co-termination of contracts, contract

conversion and spot-level upgrades.

Whether it’s monitoring or on-site support, NEC provides complete

coverage for NEC, Cisco and other products with responsive, flexible

solutions to meet every need. NEC’s maintenance and support

offerings include:

• Maintenance for NEC and 3rd Party Hardware and Applications

• NEC Remote Monitoring Services

• NEC Secure

• NEC Secure Advantage

• NEC Remote Managed Services (RMS)

See the NEC Maintenance and Managed Services Comparison table to

see a comparison of our offerings.

NEC Remote Monitoring

NEC’s Remote Monitoring Service provides 24/7 remote monitoring

of your network infrastructure, applications, and servers. Our highly

trained and certified Network Operations Center (NOC) professionals

can immediately notify your IT staff of critical alarms, help identify

and isolate failures using root cause analysis, and expedite parts

replacement -- efficiently and cost effectively. We can provide

monitoring services to meet whatever challenges your business

faces. Network, Application and Server Monitoring are all available.

NEC Secure

NEC Secure provides managed support for all Cisco products

through parts replacement as well as remote, on-site and software

support. As a longtime Cisco Gold partner with multiple Advanced

Technology specializations, NEC has consistently achieved high

customer satisfaction ratings for its Cisco support. Our certified

technicians and engineers can provide expert diagnosis and

resolution of your equipment issues quickly and knowledgably. Our

Technical Assistance Center engineers maintain a target service

response time of less than 30 seconds, helping ensure a quick

resolution to a network interruption.

NEC Secure goes beyond standard support to provide customers

with a single point of contact for both technical and management

escalations. Issues can be resolved seamlessly without you having

to keep track of multiple contacts.

NEC’s Customer Connection web portal provides 24/7 access to

network information, so we are always available to provide the help

that you need.

We also offer managed contract services, including:

• Contract consolidation

• Co-termination of contracts

Additionally, we provide:

• Technical phone and e-mail assistance

• Access to on-line resources

• Troubleshooting & parts replacement

• On-site response

• Technical and management escalation

• Contract administration

With NEC Secure remote or onsite service, you can choose from

the support level that best fits your business. Choose a level that

guarantees next business day response, two hour onsite

replacement of defective parts or from a level between the

examples. NEC Secure puts the choice in your hands.

NEC Secure Advantage

NEC Secure Advantage is an extension of the NEC Secure

maintenance program. It offers all of the features and benefits of NEC

Secure and also provides your business access to NEC’s Core Team

of CCIE-certified senior network engineers.

Additional benefits of NEC Secure Advantage include:

• Core team network support from an assigned point of contact

• Detailed network analysis

• Simplified issue escalation and resolution

NEC Remote Managed Services

NEC’s Remote Managed Services (RMS) are designed to help you

streamline the task of managing and maintaining your network. RMS

provides 24x7 monitoring and incident notification for network and

wireless devices, servers, applications, and IP telephony platforms.

And with RMS, you receive NEC’s highest level of customer care. Our

comprehensive support offers a host of monitoring, management and

support services including configuration management, trend analysis,

and dedicated support resources.

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About NEC Corporation of America Headquartered in Irving, Texas, NEC Corporation of America is a leading provider of innovative IT, network and communications products and solutions for service carriers, Fortune 1000 and SMB businesses across multiple vertical industries, including Healthcare, Government, Education and Hospitality. NEC Corporation of America delivers one of the industry’s broadest portfolios of technology solutions and professional services, including unified communications, wireless, voice and data, managed services, server and storage infrastructure, optical network systems, microwave radio communications and biometric security. NEC Corporation of America is a wholly-owned subsidiary of NEC Corporation, a global technology leader with operations in 30 countries and more than $42 billion in revenues. For more information, please visit www.necam.com.

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Feature Maintenance Monitoring Essential Management

Comprehensive Management

Advanced Parts Replacement X

Software Subscription X

24x7 Remote Technical Support X

Onsite Break/Fix Support X

NEC Customer Connect Online X

Contract Administration X X X

IPT & Data device discovery (Inventory List) X X X

Incident Management X X

Single Point of Contact & Third Party Escalation X X

Assigned Delivery Manager X

Assigned Primary & Secondary Engineer X

Escalation Management X

Critical Patch Management X

Change Management X

Software Updates & Upgrades X

Moves, Adds and Changes (unlimited) X

Monthly Operational Meetings X

Quarterly Analysis Meetings X

Software Release Management (IPT & Data) X

Performance and Capacity Management X

Problem Management X

Availability Monitoring X X X

Performance Monitoring X X X

Event and Alarm Monitoring X X X

Voice Quality Monitoring X X X

Root cause analysis monitoring X X X

Automated Notification and Escalation X X X

Configuration Backup on Data Devices & Management Every 24 hours X X X

Web Portal w/On-Demand Reports & Live Network View X X X

To find out more about NEC Maintenance and Monitoring Services, visit www.necam.com

NEC Maintenance and Managed Services Comparison

NEC RMS is our most comprehensive network monitoring and management service. It offers all of the features and benefits of NEC Secure and

NEC Secure Advantage and enhances those services with the addition of:

• Defined change management processes to reduce configuration errors

• Continuous trend analysis, problem identification and resolution

• Certified, knowledgeable support providers

• Fast third party incident escalation when necessary