Implementation & Maintenance 

To ensure network integrity & availability, ECI offers customers implementation, training, support and maintenance services, complementing our innovative product offering.

These services are provided by expert field engineers and customer support engineers, all of whom have vast experience with varied and complex networks.

ECI's global presence ensures familiarity with any network type, as well as fast response time, helping you meet – and surpass – your business goals.

Our implementation services include:

• Full project management and field activity services
• Pre-implementation design and consulting
• Site survey
• Installation
• On the-job training for your staff
• Acceptance and commissioning
• Supervision and implementation of software and hardware upgrades
• Multi-product integration of the offered solution into the customer system

About our Maintenance service offering:

Maintaining your network is a top priority for ECI. Our customer support team operates 24 hours a day, 7 days a week, to quickly repair any network breakdown and ensure minimal out-of-service periods, while our Global Experts Center focuses on understanding every technological and technical aspect of your network, ensuring fast and accurate troubleshooting and recovery time.

ECI's maintenance offering includes:

Remote Diagnosis services, 8x5, 24x7 technical support, Hardware repair, Software Updates and Upgrades, Fast Hardware Exchange service and more. To best address your specific requirements, we have three different service package levels from which to choose:



Silver Service Package
Action Line TM :A hotline to a team of remote-support specialists who provide telephone assistance for all hardware or software issues, Available during normal business hours, five days a week.

Remote Web Access Support: Activated when our remote support specialists decide that phone support is insufficient. Utilizing debugger tools, problems are analyzed and solved online via web access or dial-up modem connection.

Hardware Repair Service: Provided throughout the lifecycle of all ECI equipment. Technical experts repair equipment and perform rigid quality control tests before returning it to you.

Software Repair Service: Immediate repair of confirmed software deficiencies

Gold Service Package
Enhancing the Silver Service Package, the Gold Service Package adds to your range of Maintenance Services, covering more requirements:

ActionLineTM 24x7: Access to ECI 24 hours a day, 365 days a year, with a highly skilled support team available to answer your questions. When necessary, they will diagnose and isolate possible problems quickly and efficiently. This service provides technical support and product information based on a committed response-time model, meeting the highest quality standards.

Software Updates Service: Provides versions of software as they become available to correct known bugs at the time of severity level release. Periodic documentation is provided,informing Software Update customers about the latest available releases and the fixes contained.

Platinum Service Package
ECI’s most comprehensive service level, the Platinum Service Package offers the full range of Maintenance Services, covering all requirements:

Software Upgrade Service is provided as new versions become available for the purchased hardware under contract. New features, performance improvements and technology updates are regularly supplied to keep the network up-to-date with changes or improvements made during the product’s lifecycle.

Additional and On-Demand Services
Fast Exchange - A premium hardware service in which ECI dispatches exchange parts in advance of receiving your faulty unit. Dispatching takes place within four business days of request receipt.

On-site Services - When a problem cannot be solved using remote network access. Within an agreed-upon period after receiving a request, ECI will send a fully qualified field service engineer to rectify the problem on-site. Our engineer performs on-site remedial services (maintenance) on contracted equipment within the territory of the service area. On-site service is provided during normal business hours, five days a week, but can be extended to 24 hours a day, 7 days a week (including public holidays).

Stock Management: Helps increase network productivity. ECI offers, at local POPs near critical junctions in your network, a fully managed stock that serves your network most efficiently.

Preventive Services: Critical to business success, as networks become more advanced and complex. To prevent breakdowns and discrepancies in equipment, ECI offers its Preventive Maintenance and Inspection Service. Using this service once a year will maximize the efficiency of your equipment.

When you contract for this service, an ECI service engineer visits your site annually to inspect the current network status and perform a preventive maintenance routine in accordance with the product type. To prevent traffic disruption, the preventive maintenance routine is performed only upon full customer authorization. Our staff of highly trained, highly skilled support engineers is available to you at all times to assist you in all maintenance-related tasks. Our engineers will:

• Take your calls on the ActionLine and ensure requests are addressed quickly and efficiently
• Perform remote diagnostics, enabling you to implement hardware and software repairs
• Provide support services at your site, when deemed necessary
• Ensure fast exchange spare parts management
• Provide software updates

Preventive maintenance
Diagnosing potential problems before they even develop can prevent a large portion of network breakdowns from ever occurring, saving your business valuable time and money. ECI’s Preventive Maintenance and Inspection Service will allow your network to avoid serious potholes, maintaining service around-the-clock.

Resident engineer
Availability and complexity of a network demands that a full-time expert engineer, operating the network, shares his knowledge with your NOC team. ECI's resident engineer service offers you a dedicated engineer who will perform on-site remedial services (maintenance) on contracted equipment within the territory of the service area.

Spare Management
The Spare Management program maximizes operating efficiency through a reliable platform devoted to decreasing the cost of spare parts and maximizing equipment availability. By implementing our Spare Management program, you can outsource your entire spare parts logistics to ECI.

We will consult with you to build a plan that meets your business goals and objectives. This comprehensive service provides continuous monitoring and automatic replenishment of parts, as well as intelligent inventory management. Replacement units are shipped within 24 working hours of receiving the request call. This service is available 24x7x365.

Training services
In today’s competitive telecommunications market, developing expertise is crucial. Therefore, ECI has created a unique Training College platform to help your team gain key market insights and give you the competitive edge you need to stay ahead.

ECI Telecom’s Training College offers:

• Courses that teach your network planners, managers, administrators and maintenance staff to operate and service ECI‘s platforms at maximum efficiency levels.
• A customizable and comprehensive program that covers all aspects of the theory, operation and maintenance of ECI’s equipment.
• A talented staff that utilizes effective and up-to-date teaching techniques and equipment, giving participants the clearest possible explanation of each subject being taught.
• Detailed study guides, multimedia programs, management station emulators and real or simulated networks.

Our classes boast a low student/teacher ratio, offering participants the most personal instruction and guidance. We are currently able to deliver instruction in nine languages: English, Spanish, French, German, Russian, Hebrew, Portuguese, Chinese and Korean.

Courses are delivered as lectures and workshops with hands-on training.