Emergency Response

If a critical service situation occurs, the Tekelec Customer Care Center offers emergency response twenty-four hours a day, seven days a week. The emergency response provides immediate coverage, automatic escalation, and other features to ensure a rapid resolution to the problem.

A critical situation is defined as a problem that severely affects service, traffic, or maintenance capabilities, and requires immediate corrective action. Critical problems affect service or system operation, resulting in:

• Failure in the system that prevents transaction processing
• Reduction in system capacity or in system traffic-handling capability
• Inability to restart the system
• Corruption of the database
• Inability to perform maintenance or recovery operations
• Inability to provide any required critical or major trouble notification
• Any other problem severely affecting service, capacity, traffic, and billing. Maintenance capabilities may be defined as critical by prior discussion and agreement with the Tekelec Customer Care Center.