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Customer Service
Customer Service provides a variety of options for obtaining information about Lucent
products and services, software upgrades, and technical assistance.
Finding information and software on the Internet
Visit the Web site at http://www.lucent.com/ins for technical information, product
information, and descriptions of available services.
Visit the FTP site at ftp://ftp.ascend.com for software upgrades, release notes, and
addenda.
Obtaining technical assistance
You can obtain technical assistance by telephone, email, fax, modem, or regular mail, as well
as over the Internet.
Gathering information you will need
If you need to contact Lucent for help with a problem, make sure that you have the following
information when you call or that you include it in your correspondence:
• Product name and model
• Software and hardware options
• Software version
• If supplied by your carrier, Service Profile Identifiers (SPIDs) associated with your line
• Your local telephone company’s switch type and operating mode, such as AT&T 5ESS
Custom or Northern Telecom National ISDN-1
• Whether you are routing or bridging with your Lucent product
• Type of computer you are using
• Description of the problem
Calling Lucent from within the United States
In the U.S., you can take advantage of Priority Technical Assistance or an Advantage service
contract, or you can call to request assistance.
Priority Technical Assistance
If you need to talk to an engineer right away, call (900) 555-2763 to reach the Priority Call
queue. The charge of $2.95 per minute does not begin to accrue until you are connected to an
engineer. Average wait times are less than 3 minutes.
Advantage Services
Advantage Services is a comprehensive selection of services. Installation services help get
your Lucent Wide Area Network (WAN) off to the right start. Ongoing maintenance and