Based on customer feedback, we have simplified and made it easier for you, as a service provider in North America, to access your maintenance support services across all non-wireless Nortel products with a common identifier.

Effective July 18, 2006, Support Access Identification (SAID) will be the basic entitlement identifier for all contracted maintenance support services for Nortel Wireline, Optical, Carrier Data and Enterprise Data products for service providers in North America. The SAID is your umbrella identifier for all support plans and site IDs. There is no need to remember individual site IDs.

If you have a Personal Identification Number (PIN) this number becomes your SAID. Beginning July 18th when you call Nortel for support the Interactive Voice Response (IVR) will prompt you for a SAID instead of a PIN. When you enter the Express Routing Code for the product you are calling to gain support and you enter your SAID, the IVR will check all site IDs simultaneously for a support services contract for the specific product.

If you do not have a PIN please complete the SAID Program Application (XLS) and provide a Guaranteed Method of Payment in the form of a purchase order or credit card via fax: 919-997-0474 or mail to: Nortel, Global Services Program ID, MS 808/02/F14, 4004 E. Chapel Hill Nelson Hwy., P.O. Box 13010, Research Triangle Park, NC 27709, United States. Upon confirmation of Guaranteed Method Payment, Nortel will e-mail or fax the SAID to you or your prime.

We are committed to providing you a consistent, best-in-class maintenance support services experience regardless of Nortel product.

If you have questions please contact your Nortel Customer Operations Leader or 1-800-4NORTEL, ERC 7378.

What is a Support Access Identification (SAID)?
SAID is the basic entitlement identifier for service providers in North America to ensure fast access to Maintenance Support Services across all non-Wireless products. The SAID is validated by a Guaranteed Method of Payment for services rendered that are not otherwise covered under warranty or service contract. You, as the customer, manage and control the SAID through a designated SAID prime in your company. You have a choice over what Guaranteed Method of Payment you wish to provide Nortel, either a purchase order or credit card number. You will only need one SAID per legal entity to have fast access to Support Services across North America.

What does a SAID cover?
SAID program coverage for Support Services could include, but is not limited to Technical Support Services, Software Patching and Delivery, Emergency Recovery and Installation Technical Support Services. These support services can be initiated via phone at 1-800-4NORTEL or at nortel.com, Customer Support.

Services which are available for products are categorized into one of the following three life cycle phases according to the Life Cycle Management policy: Generally Available (GA), Manufacturer Discontinued (MD) or End of Life (EOL). For specified products on retired loads in Life Cycle Management, you need a Nortel Support Services contract. Without a service contract, your call will go to the Nortel Call Center where the product life cycle will be determined and service provided or denied accordingly. Tiered billing for non-contract technical support relates to Life Cycle Management.

How do I get a SAID?
Complete the SAID Program Application to obtain a SAID and provide a Guaranteed Method of Payment (either a purchase order or credit card number). Once the form is complete, mail or fax the form along with a Guaranteed Method of Payment (either a purchase order or credit card number) to the Nortel SAID Program Office, fax: 919-997-0474; mail to: Nortel, Global Services Program ID, MS 808/02/F14, 4004 E. Chapel Hill Nelson Hwy., P.O. Box 13010, Research Triangle Park, NC 27709, United States. Upon confirmation of your Guaranteed Method of Payment, Nortel will e-mail or fax the SAID to the person of your choice.

• SAID Program Application (XLS)
• SAID Program Number or Prime Change Form (XLS)

Can I get multiple SAIDs?
Yes. Multiple SAIDs per customer are available. Each SAID request requires a completed application and a Guaranteed Method of Payment. A unique method of payment is required for each application. Acceptable method of payment is credit card, purchase order or blanket purchase order. If a purchase order is the method of payment, it must be attached to the application.

What happens if I don't have a SAID?
You can use your ERC and site id, but if they do not match you will be asked for a method of payment. You will be asked to provide a method of payment with each call before you are transferred to a service technician. The method of payment can be a major credit card or a faxed purchase order. Service may not be provided without a method of payment on file.

How do I benefit from having a SAID?

• Simplifies access to contracted maintenance support services with a common identifier for all Nortel Wireline, Optical, Carrier Data and Enterprise Data products.
• Provides consistent support services experience regardless of product
• Controls method of payment to Nortel for services not covered by a service contract or warranty
• Creates accountability for internal expenses through tracking support services such as technical support calls.
• Helps in understanding issues and patterns related to product support to take preventative measures
• Speeds access to a Support Services Technician to begin resolving your problem
• Reduces the overhead associated with multiple purchase orders and invoices

How do I know if my company already has a SAID?
The SAID provides one single ID that allows access to all non-Wireless products. The previous PIN program has been in place for TDM (DMS) products for some time, so your company may already have a PIN on file and if you have a PIN the PIN number you currently have is now the SAID which will provide you support for Enterprise/CDN/TDM products. You may wish to check with other members of the technical support community within your company. Alternatively, you may contact your Nortel Customer Operations Leader or 1-800-4NORTEL, ERC 7378.

Who do I contact if I have questions?
Contact your Nortel Customer Operations Leader or 1-800-4NORTEL, ERC 7378.