Voice Quality Systems Service Offerings

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1 Voice Quality Systems Service Offerings Committed to your success.

2 With more than 20 years in the telecommunications industry and development roots in Bell Labs, NMS has an unmatched breadth and depth of experience in the high-value area of voice quality solutions technologies that directly impact the service experience, and loyalty, of your customers. NMS Communications offers a full catalog of voice quality systems (VQS) that help increase average revenue per user (ARPU) and reduce churn by offering your subscribers a noticeable improvement in voice quality over your network, whatever its type or size. To help you realize the full potential of these systems, NMS delivers a complete set of cost-effective service offerings that enable you to deliver maximum value to your subscribers. Whether your needs include engineering and installation, training, support, system servicing, or repair, NMS has the unmatched expertise and tools to enhance voice quality at any point in your network s lifecycle. NMS is committed to your success now and in the future. and Installation Warranty and Repair NMS VOICE QUALITY SERVICE OFFERINGS AT A GLANCE Engineering and Installation Training Support Warranty Onsite System Tune-Ups Total site engineering, materials, and ancillary equipment. Also can include site surveys, system testing and turn-up, and updating of office drawings and records. Onsite classroom and hands-on training available for both technical and non-technical staff. Prompt, professional support offerings to help your network operate in a seamless and trouble-free manner. Choose from the level of service you require: Web-Based Support Remote Technical Support Onsite Technical Support Hardware: 2 years Software: 90 days Free Remote Technical Support for 90 days after installation An opportunity to review the NMS voice quality systems in your network and identify ways to make the most of their capabilities

3 Engineering and Installation Your network is large, complex, and constantly adapting to your business needs and the wants of your customers. Every addition must be carefully planned to ensure that the services you deliver to your valued customers are not interrupted, and are of the highest possible quality. NMS offers a complete suite of Engineering and Installation (E&I) services, including total site engineering, materials, and ancillary equipment. Specific capabilities include site surveys, hardware assembly, complete cabling and wiring, system testing and turn-up, and updating of office drawings and records. By letting NMS professionals handle critical system engineering and expert installation, you ll be up and running in no time. Engineering NMS works with your planning, engineering, and procurement staff to ensure that compatibility issues are addressed, interfaces are verified, and all materials are in-hand before any installations and extensions are made to your infrastructure. We also provide valuable planning assistance, which allows your team to balance the investments made to serve today s needs with thoughtful preparation for future growth. Training Installation To ensure your voice quality system is deployed and provisioned in the most efficient manner possible, NMS offers professional installation services. All NMS installations are performed by certified experts, who bring extensive knowledge and deliver fast, predictable, quality deployments to meet your most stringent requirements. And to speed the process and minimize site work, we offer both custom and premanufactured cables. From hardware assembly and cabling to verification testing and turnover, NMS can handle your system installation from start to finish. NMS primary objective is to help provide an effortless installation and provisioning of your voice quality system, so you can start realizing its full range of benefits as quickly as possible. Training Support Tune-ups Engineering To supplement our comprehensive user guides and provide your staff with the ability to avoid problems, maximize network utility, and expedite problem resolution, NMS offers classroom and onsite training. Through interactive coursework and hands-on experience, your employees will learn how to address any issues that may arise with your voice quality system. During training, our qualified technicians can work with your staff in small groups to ensure that they reap the maximum benefit from our products. NMS customized training programs are not only beneficial to the technicians who will install and maintain your voice quality system, but also to your office managers, network engineers, operators, and marketing and sales employees, all of whom can gain valuable insights. The more knowledgeable your staff is about our systems and their capabilities, the more your company can benefit from its voice quality technology. All courses are taught by senior NMS engineers, and topics range from technology overviews to detailed tutorials on system operations and maintenance, including provisioning, testing, and product support know-how. SAMPLE COURSES Tutorial on the Basics of Echo Cancellation and Voice Quality Techniques Fundamentals of Echo Cancellation & Voice Quality Enhancement Mercury Broadband Echo Canceller System Operation & Maintenance Sonata100 Echo Canceller & Voice Quality Enhancement System Operation & Maintenance

4 Support NMS support services are vital to the prolonged effectiveness of more than 14 million channels of NMS voice quality systems operating worldwide today. At NMS, we dedicate key resources to support our products and ensure your network s availability, stability, and reliability. In short, we want to help maximize the return on your network investment, and your investment in us. NMS support services encompass many different functions that are seamlessly coordinated to support our products while in field operation. The NMS Technical Services team delivers prompt and professional problem resolution via the web, telephone, or an onsite engagement. You may choose the level of service you require from basic telephone support to premium service agreements. Whatever your support needs may be, our NMS Technical Services portfolio has an offering to meet them. Web-Based Support Our online VQS Technical Support Portal offers you the immediate assistance you d expect from a key technology partner. For those times when you want information ondemand, you can log in to the VQS Technical Support Portal and get answers easily and efficiently. In the Portal, you can use our simple, interactive Troubleshooting Guide, which helps you quickly diagnose hardware problems and resolve common installation, configuration, or API issues. The Portal also offers quick, downloadable access to resources you re seeking, including test manuals, user s guides, or installation manuals. The VQS Technical Support Portal also offers fast links to product datasheets, training information, warranty details, and Return Material Authorization (RMA) help. Remote Technical Support For more pressing needs, NMS offers 24x7 Remote Technical Support by telephone in a variety of cost-effective options. Our responsive Technical Services team can provide you with direct customer service to help diagnose and Getting access to immediate help is easy just visit the NMS web site and click on Support to obtain your customer login. Benefits include: Interactive Troubleshooting Guide Test manuals User guides Installation manuals Training information Warranty information RMA help Product datasheets resolve system and/or operational concerns. In addition, specialized VQS Support Engineers (VSEs) offer expertise in multiple technology disciplines and real-world, hands-on experience. VSEs can address your more complex questions, such as advice on network expansion or a system upgrade. To serve you globally, NMS has Technical Service Desks located in the USA, Europe, and Asia, with multiple language support available. NMS is equipped to meet any specific need upon request just ask! Onsite Technical Support Onsite Technical Support is available to address problems that cannot be solved remotely. In addition to troubleshooting, you can receive Onsite Technical Support for a variety of other needs, including consulting and network engineering. For example, highly skilled NMS engineers can consult with your network operations staff to assist with expansions, new network elements, or technology upgrades. By complementing our web-based and telephone support offerings with onsite technical expertise, NMS ensures that one of our support options will meet your needs. VQS TECHNICAL SUPPORT PORTAL Warranty and Repair Tune-ups Service

5 Onsite Tune-Ups Usually, it is only necessary to provision and tune your network for optimal performance when the equipment is initially installed. However, over time, changes in network characteristics, infrequent maintenance, or other issues can lead to subtle problems that are not easily identified. Specifically designed for post-warranty equipment, the Onsite Tune-Up provides an opportunity to review the NMS voice quality systems you have in your network and identify ways to make the most of their capabilities. This innovative, proactive program maximizes the power of your NMS systems to improve voice quality, reduce noise, and help you build your business. During the Onsite Tune-Up, NMS technical experts will inspect your NMS echo cancellation and voice quality systems, including our Studio Sound suite of capabilities, to make sure they re running at full capacity, and that all the advanced features are turned on and in tune. Our experts will quickly discover incorrect settings, diagnose trouble conditions, and recommend solutions. We ll also conduct a full inventory of your equipment to help identify stranded assets and resolve switch capacity issues. NMS experts will catalog all hardware (including spares), validate the installed software version (and recommend upgrades if needed), confirm appropriate documentation, and provide your operations staff with a refresher training course to ensure they have all the information they need to keep your voice quality system and your network running smoothly and efficiently. An NMS Onsite Tune-Up will ensure you are positioned to continue receiving the best possible performance from your installed base of NMS VQS products. Let NMS come to your facility and conduct an easy and inexpensive Onsite Tune-Up to get the most from equipment you already have. Engineering and Installation Training Warranty and Repair Services When you purchase voice quality systems from NMS, you can rest assured your investment will be protected with a solid warranty offering. In the unlikely event of a technical issue during the warranty period, NMS service staff is here to help you resolve the problem quickly and to your satisfaction. Our standard warranty includes two full years of hardware coverage and a complete 90-day software performance guarantee. In fact, for the first 90 days after installation, NMS offers free Remote Technical Support, a benefit offered by no other voice quality vendor today. Generous coverage is also provided for repair and replacement during the warranty period. If needed, NMS also offers out-ofwarranty repair services. Please see your NMS account manager for more details. Service at Every Step of the Way To help maximize and protect your voice quality investment, NMS delivers the right mix of professional services and expertise to fit your specific requirements. Our service offerings can assist you at any point in the lifecycle of your voice quality system planning and design, evaluation, development, and deployment. Through a combination of our state-of-the-art products, engineering, and on-demand technical resources, we are able to offer you a support and service solution to ensure your network operates in the most seamless and trouble-free manner possible, so you can focus on what s most critical to you your business.

6 About NMS Communications NMS Communications (Nasdaq: NMSS) helps its customers increase revenues and returns on investments by rapidly deploying new carrier-grade communications products and services. Every telecom operator and communications equipment provider on the Global Fortune 50 list relies on NMS Communications for technology-leading products and services, including system building blocks, systems, consulting, and support. Headquartered in Framingham, Massachusetts, with offices around the world and products deployed in over 90 countries, NMS has a record of technology innovations that have advanced the growth of the global communications industry. These achievements include voice quality software that pairs noise reduction and compensation to make it easy for both parties to hear each other during mobile phone conversations, in even the noisiest environments. They also include the industry s first complete and open IP gateway, IP/PSTN media server, and mobile voice and data delivery system for enhanced communications services. Visit for more information Crossing Boulevard Framingham, MA USA T T F Schultz Drive Red Bank, NJ USA T F Concordia Plaza 1 Science Museum Road Tsim Sha Tsui East, Kowloon, Hong Kong T F Corso Galileo Ferraris Torino Italy T F NMS and NMS Communications are trademarks and Studio Sound is a registered trademark of NMS Communications Corporation. All other products or corporate references may be trademarks or registered trademarks of their respective companies. 8/03