olcs registration process

Registering for Customer Support on Alcatel-Lucent.com

Alcatel-Lucent provides around-the-clock access to support information and tools on its OnLine Customer Support (OLCS) Web site to help you manage and maintain your network.

August 2010

All Rights Reserved © Alcatel-Lucent 2006-2010

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Register to gain full benefit of OLCS

Your access to the OnLine Customer Support (OLCS) information and tools is governed by your business relationship with Alcatel-Lucent.

There are 4 broad categories of access permissions:Customers with Maintenance contractsCustomers with active WarrantiesEmployees (do not need to register; use CSL account)All others (limited general access content only)

Please note, content will vary based on product and availability.


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Go to http://www.alcatel-lucent.com, click on the “Support” tab.You will be taken to a landing page with links to the Alcatel-Lucent Support and Training. You may also go directly to http://support.alcatel-lucent.com

Getting to the Web site

Under “Network Customers Support (OLCS)”, click on “more” to be directed to the OnLine Customer Support site.

OLCS

http://www.alcatel-lucent.com/

http://support.alcatel-lucent.com/


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OnLine Customer SupportThis snapshot is of the OnLine Customer Support (OLCS) Web Site before you log in.

Limited content is available without an account, so all customers are encouraged to register.

Click on “Sign In/Register”

Find full registration instructions at:https://services.support.alcatel-lucent.com/registration/registration.pdf


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How to Register: Cheat sheet

1. Select “Sign In/Register” on https://support.lucent.com/portal/olcsHome.do

2. Select “Register for Access”

3. Follow the 6 steps

4. You will receive an email confirmation of your registration and site access privileges. We strive for 2 business days or less response.

Need Help while registering?

From the U.S.: 1 (866) 582-3688, prompt 7.

From outside the U.S.: 1 (630) 218-7688.

You may also contact your regional Global Welcome Center and select prompt 7.

Via email: [email protected], or with the site’s Contact Us form.

Use this OLCS help desk number for OLCS access problems, registration questions, password resets, navigation questions, etc.

You will need to input an authentication code, that will be emailed to you.

Your profile data will be saved and will often be used to pre-populate forms for you, customize your Web view, etc.

Use “Upgrade Registration” if you believe we have missed anything, or if you have a “My Extranet”account and wish to request OLCS be added to it.

https://support.lucent.com/portal/olcsHome.do


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Detailed Registration Steps


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Step 1: Select Role and Accept the site’s Terms of use.

Must accept to proceed

Select “Customer”


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Step 2: Provide business identification.

Your email address = your user id for ease of remembering.

Please use your corporate email address. Registrations from ISPs (yahoo, hotmail, etc.) will not be accepted for corporate customers. This is for the protection of your company’s sensitive network and support information.

Required fields are marked with an asterisk “*”


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Step 3: Validate email address.

As a security precaution, you will receive an email from Alcatel-Lucent asking you to validate (with a URL and an authentication code) that you intended your email to be used in this registration.

We will store your pending registration for 5 days. If someone used your email without your knowledge, take no action and the registration will

expire in 5 days.If you meant to register but forget to authenticate your code, your registration will expire and you

will need to start over.You will receive a reminder if you have not authenticated.


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Step 4: Confirm previous entries, and set password

Once you validate your authentication code, your previous entries will be displayed for you to confirm.

On this screen, you will also be asked to select your own password.

8 – 30 charactersAt least one number or symbol.

Because you select your own password and set your own security question, you must register yourself. Your Alcatel-Lucent sales rep or support contact cannot register ‘for you’.

The security question and answer of your choosing can be used later, to reset your own password online, if you choose.


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Step 5: Select content

Select “Customer Support (OLCS)”


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Step 6: Register for selected content

When you select “Customer Support”, you must indicate if you will be registering under either service agreement or warranty entitlement. Most customers register under the service agreement path for broadest content access.

If you select warranty, you will need to provide the serial number or other unique identifier for your equipment, or your sales order number. Selecting warranty is not necessary if you have purchased a service agreement.


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Step 6a: Access under your active service agreement.

Enter either your 6 digit contract number or one product that you have coverage on.

If you don’t know your contract number, leave it blank and just select one product. Do not abort.

We will search on your company’s records and provide you access based on the totality of agreements found. (You do not need to enter every product; we will locate them for you.)

If you think our contracts database search missed anything, you will be able to request it after you are set up.

- OR -


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Step 6b: Access under your active warranty.

Enter your product and its location.

Depending on the product selected, a unique identifier (such as serial number, base and control number, license key) may be required. This section of the screen will only display after you pick a product.

You may also enter your sales order number. If you purchased this product from an authorized reseller, please provide the name.

Only for registration by warranty, intended for customers with no service agreements.


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Requesting additional entitlementsWe will automatically grant access across the

full spectrum of service agreements that you have with Alcatel-Lucent.

If you feel our records have missed something, please select “Upgrade Registration”.

You will need to do this to add additional products under warranty, but only if you have not purchased a service agreement for them.

If you already have a “My Extranet” account and you also wish access to OLCS, do not request a new account.

OLCS permissions can be added to your existing Web account with Alcatel-Lucent.

To do this, log in with your existing account. Then, select “Upgrade Registration”.

You will be taken to a shortened process, starting with Step 6.

Adding OLCS to existing “My Extranet” accounts

“Upgrade Registration” is accessed from the rightmost column of OLCS, under the “Administer” section.It can also be accessed from My Profile > Customer Support > Customer Support Registration


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Notes on Content Migration

The content listed below from the former Alcatel Web site has been migrated to OLCS.Thus, please register on OLCS for this content and functionality, or use “Upgrade Registration” if you have an existing “My Extranet” account.

OSDS:Documentation files have been migrated from OSDS to the Documentation pages on OLCS. (Manuals and Guides, Release Information, Technical Notes).PIBs (Product Information Bulletins) have been migrated from OSDS to the Technical Notes category on OLCS. UPWs, UPNs, SANs, Technical Bulletins have been migrated from OSDS to the Alerts page on OLCS.

SWDS:Software files have been migrated from SWDS to the ALED Electronic Delivery platform on OLCS.

Maintenance Tracking:No new Service Requests (SRs) are being created in Vega Maintenance Tracking for technical support services. All new technical support requests should now be opened as CARES Assistance Requests (ARs) on OLCS.

Product Change Matrix:Product Change Matrix content has been migrated to the Product Change Notices page on OLCS.


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In the U.S.A.: 1 (866) 582-3688, prompt 7

Outside the U.S.A.: +1 630 218 7688,Or call your regional Global Welcome Center and select the OLCS prompt

Email: [email protected]

Help with registering or site access:

mailto:[email protected]

olcs registration process

Documents

alcatellucent support

support information

online customer support

support tab

olcs access problems

benefit of olcs

site access privileges

use upgrade registration