The Value Added Reseller Program is a comprehensive certification program designed to enable UTStarcom Value Added Resellers to grow their businesses by delivering services with backup support from the UTStarcom Services organization, as part of our service-delivery model.
The following requirements must be met for a Value Added Reseller to qualify as a certified UTStarcom Authorized Service Partner.
SLA (Service Level Agreement) Requirements
Purchase a UTSI backup support contract for each customer that reflects the level of service their customers have purchased
Maintain a lab system for each UTStarcom technology supported
Maintain 24 hour, 7day-a-week service with on-call technician(s)
Provide live phone coverage during business hours, or auto-attendant with a live operator option available
Handle customer issues and open cases with UTStarcom (3rd level support) consistent with UTStarcom escalation guidelines
Provide customer pre-installation training either directly or through UTStarcom
Provide remote support for software updates and hardware changes
Provide customers with written SLA’s consistent with UTStarcom service offerings
Certification and Training Requirements
Maintain two UTStarcom-certified engineers per technology supported. Training required for certification will vary by technology, and will be determined by the UTStarcom Services Director of Technical Training. Classes will be offered at a discount from the training rates in effect at the time
Maintain a technical lab with appropriate equipment for each technology supported
Maintain recommended levels of current-revision spares for adequate support of each customer installation, including written inventories
Cooperate with scheduled bi-annual audits by UTStarcom
Customer Satisfaction Requirements:
Conduct post-cutover customer satisfaction surveys within two weeks of
every customer installation
Conduct annual customer satisfaction survey with all customers
UTStarcom is committed to working with our Channel Partners to insure that customers have an excellent experience with the planning, deployment and support of UTStarcom products.
Note:
UTStarcom Product Resellers who do not maintain a trained service force or do not wish to make the necessary investments to become a Authorized Service Partner are encouraged to introduce the UTStarcom support organization to their end-user customer.
