Support

Offering Summary

Ericsson Customer Support combines technology leadership with a unique mix of global and local expertise to enable our customers to meet their business objectives.

The foundation of the support offering is Secure Support services. To fully respond to different life cycle needs, the Secure package can be complemented with three value-added service packages: Assure, Optimize and Extend.

Through our broad portfolio of services we help our customers to achieve:

• Network availability
• Stability with new technology
• Operational efficiency
• Service continuity

To complement the support services we sell spare parts as a separate service offering. For Resellers and Distributors, White Label Support is the right choice.  

Market leader

Ericsson is the industry leader in telecom services, with the most comprehensive network of experts covering all areas of communications technology.

Through its support services, Ericsson is ensuring networks in 175 countries that can deliver reliable services to well over 2 billion end-users.

The unique combination of global competence and local presence ensures around the clock support, every day of the year, and the capacity to respond quickly to emergency situations and prevent them.

Extensive experience and expertise

With the most comprehensive network of experts covering all areas of communications technology, Ericsson takes care of the customers' support needs and enables them to focus on their core business.

By partnering with Ericsson, customers gain access to:

• Synergies through Ericsson's large scale, technology leadership and experience from working in 175 countries, leading to increased efficiency.
• Broad technology and systems competence, powered by advanced knowledge sharing capabilities to ensure problems are identified, prevented or resolved promptly.
• Processes and tools that are constantly being improved based on experience gained from hundreds of thousands of customer inquires each year.
• Life-cycle management with Ericsson's well-established ability to provide customers with low cost of ownership from first deployment through to product phase-out.
• Fully traceable and environmentally friendly end-of-life equipment handling process that contributes to the customer's 14000 certification.

Products and services

Secure Support Services. There are three levels of combined hardware and software support: Basic, Advanced and Superior. Customers can choose the level of support that best fits their strategic needs - the higher the level of support, the greater the service value and the lower the exposure to risk. The Superior level contains better service lead-time and Spare Parts Management Service, which provide stronger revenue protection and close to zero level of cost associated with spare parts handling.

Assure Support Service. Assure provides on-site support to help Operator to maintain and operate newly added equipment or introduced technology in the network. Ericsson's support experts ensure a stable network environment and minimized costly downtime.

Optimize Support Services. This service family includes offerings that aim to proactively improve network quality and operational efficiency.

• Special Event Support  - Enhanced support service before and during a special event with preparation, preventive measures, on-site resources and customized service request handling process to ensure best service quality for the end users.
• Proactive Support - Preventive service to reduce network incidents and disturbance to the minimum level.
• Software Update Management - Software Update out-tasking to ensure timely and quality deployment of software update patches and software consistency in the network.

Extend Support Services. Extend support services provide access to replacement parts and a global network of competence to maintain product performance for products beyond End-of-Support date. Based on the customer’s business needs, Ericsson formalizes a path for continuing to support the product. The services allow operators to prolong the life span of their products and maximize return on investments whilst planning for future upgrades or solutions.