Support

Enea Openwave is the leading global provider of innovative mobile software solutions for Video Traffic Managment and 5G Data Management

Complementing the company’s product portfolio, Enea Openwave offers a comprehensive set of services tailored for installation and deployment and production support.

Global Customer Support

The Global Customer Support (GCS) team is a service provider focused support organization. We offer two specific types of service: product support and value-added professional services. The support team is a global organization that operates 24x7. We strive to deliver exceptional service and truly believe our customer always comes first.

If you are an existing customer and want to login to your support portal click here

Product Support

The GCS team members are product area experts and provide comprehensive support services. They are responsible for the following core key deliverables that our customers expect from us.

World class Service Level Agreements (SLAs) for coverage hours, response and restoration times

Access to patch and maintenance releases of software

24x7 Hotline support, with direct access to a support resource

Access to configuration management, capacity management, monitoring and reporting tools

Access to the 24x7 Support Portal that includes a wealth of documentation and knowledge articles

Value Added Services

The GCS team provides customizable value added services. These services can be tailored to each customer’s individual situation and include the following options:

On Site or Near Site Support Engineer

Local Language Support

Designated Liaison

Multi-Vendor Stack Support

Operational and Performance Health Checks

Operational Training Class

Service Level Agreement

The team is made up of Support Engineers from all regions of the world. We operate a Follow the Sun Support model and ensure technical expertise on hand during daylight hours across the world. We consistently score above 80% in customer satisfaction across the globe, due to the high touch support model, and wealth of experience in the support team.

For more information please contact us at info@owmobility.com

Professional Services

The Professional Services team provides the technical expertise required to architect, install, and operationally manage solutions designed to meet our customers’ complex needs. Our Professional Services capabilities range from targeted product installation efforts to complex Solution integration projects where we integrate technology from multiple vendors to provide a turn-key solution. The areas of concentration are Solutions Integration, Installation and Deployment and Training.

Solutions Integration

Openwave offers comprehensive Solutions Integration services for customers desiring full end-to-end project delivery ownership. We are accomplished in managing, integrating and delivering large and complex multi-vendor solutions to our customers. Our Solutions Integration Framework addresses all phases of the project life cycle and can be selectively leveraged to enable our customers to deliver solutions that meet the rapidly evolving needs of the market.

services_diagram

Architecture Design Services
Architecture planning and design
Capacity planning
Performance optimization/load testing
System sizing

Program Management
Program level governance
Critical path planning
Risk/issue management
Escalation/decision process
Management reporting/KPI’s across projects

Certification Lab
Design
Stack certification
Release coordination from 3rd parties
Integrated releases from Openwave Mobility Engineering to field teams
Failover and GR testing
Closer representation of customer’s platform
Reduced testing effort

Production Cutover Management
Operations services (application, systems and database management)
Engineering services (planning, sustaining engineering, and installation and deployment)
Service management (service assurance, quality assurance and contract administration)

Installation and Deployment

A key component of all product solutions, the Installation and Deployment services provide the steps required to go from design, build and test into a fully functional system servicing live customers. Key deliverables include:

System architecture and design

Acceptance Test Plans (ATP)

Installation methods and procedures

Lab installation and testing

Migration planning

Product ATP certification

Production installation

Production maintenance window management

Training

The Training services team helps educate our customers to leverage the capabilities of our products and optimally manage their systems. The training is tailored to each customer and the training can be delivered on the customer’s premises or at one of our centralized training facilities. The training focuses on the following areas:

Solution operations and administration

Solution architecture and call flows

Solution installation, configuration and upgrades