Level 1 - performed by Reseller

Provide installation, and configuration support Implement hardware upgrades and expansions Follow procedures for troubleshooting known issues Ensure proper interoperability of system components Collect data on issues - filter user error from true cases Co-ordinate logistics for replacement of defective part

Level 2 - performed by Fonality

Resolve installation issues out of Reseller scope Determine defect existance and auto-patch via software Provide work-arounds until auto-patch is released Lab simulation and interoperability testing Ability to analyze diagnostic information from traces and logs Track and report statistical problem levels and solutions Offer complicated testing algorithms to trap problem situations