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Technical Support Services (TSS)
Technical Support Services
Is composed of the Technical Assistance Center, Software Services, and Systems Engineering Support
Facilitates communications between customers and Harris specialists
Supports customers with timely issue resolution
Technical Support Services (TSS) provides a wide variety of world-class support and service offerings to effectively assist Harris PSPC customers. TSS includes the Technical Assistance Center (TAC), Software Services, and Systems Engineering Support. TSS plays an integral role in supporting the complete lifecycle of Harris products. Its professionals are dedicated to providing and maintaining quality service levels and facilitating communication between customers and Harris specialists for timely issue resolution. Technical Assistance Center The Technical Assistance Center affords industry-leading assistance to resolve technical issues and bolsters the technical expertise of front-line maintenance personnel. Knowledgeable and experienced Product Specialists and Systems
Engineers provide technical assistance for product operation, programming, maintenance, and troubleshooting of Harris infrastructure and radio products. All calls and resolutions are logged in a state-of-the-art call tracking and knowledge system that the TAC specialists can easily and dynamically search to quickly and efficiently resolve technical issues. Software Services Harris products are more software-driven than ever. Software Services delivers software and after-market features through its various offerings to permit customers to incorporate the latest features and functions to enhance their communications systems. Systems Engineering Support Systems Engineering Support provides high-quality remote and on-site engineering services.
Advanced Engineering expertise is utilized to address escalated system issues in a timely manner. Systems Engineers travel as necessary to represent Harris in the field, and teams are mobilized for rapid deployment when necessary. While on site, Systems Engineers compile troubleshooting data, observations, and field evaluations of corrective actions and provide this information to Development Teams. Systems Engineering Support prioritizes issues and facilitates regular status meetings to drive resolution. Operations Support Operations Support provides assistance and manages proprietary data and customized services that enable Harris to provide excellent customer service and create innovative technical offerings.
Technical specifications are subject to change without notice. Product sales are subject to applicable U.S. export control laws.
Priority TAC Support
Harris Remote Service Automation (HRSA)
Priority TAC Support is an annual fee-based service that provides all of the benefits of Preferred TAC Support with the added value of around-the-clock coverage every day with twohour guaranteed call back and a one-hour call back for emergency system off-the-air calls. Also included is a subscription to Tech-Link at no additional charge and TAC coordination of on-site support, if required.
HRSA is an enabling technology providing new Technical Support Services best practice capabilities for remote maintenance and on-demand technical support of IP-based Harris solutions. Four remote solutions (4Remote) are included:
Preferred TAC Support Preferred TAC Support for all current products is provided to all Harris PSPC customers at no additional charge. Customers may call with programming, operations, and maintenance questions or to receive guidance on troubleshooting. Call support is on a first-in, first-out basis with a commitment to contact the customers via return phone, email, or fax no later than the next business day. Preferred TAC Support is available via telephone from 8 AM to 5 PM Monday through Friday, excluding holidays. All North American time zones are covered by Preferred TAC Support. Communications received after hours will receive attention the next business day.
Software FX™ Software FX is a software maintenance program that provides periodic updates to Harris-developed infrastructure and radio products. The software updates include enhancements and corrections to the existing software baseline, and the ability to purchase newly developed licensed features. Software FX supports optimal system performance.
Security Update Management Service (SUMS) SUMS provides security-related software updates for third-party software products. These updates are tested by the Harris security verification team and released monthly.
Field Radio Feature Upgrade Field Radio Feature Upgrade allows a radio user to selectively upgrade radio products. As requirements change, the radio’s features can be expanded to meet customer demands. The radio can be customized to the operational and budgetary requirements, now and in the future.
Remote monitoring promotes early fault identification and proactive response Remote diagnostics offer secure remote access for troubleshooting and preventive/corrective action to mitigate and resolve technical issues Remote security applies industry best practices while retaining customer control over remote access Remote support drives smart service workflows to keep pace with evolving technologies
Technical Service Products Tech-Link Support Services The Tech-Link secure website offers electronic retrieval/ exchange of technical information and fast, easy access to product information and technical assistance, allowing subscribers to: Search technical libraries Read current software release notes Request technical assistance from TAC Priority Tech-Link Support Services Priority Tech-Link Support Services provides all of the benefits of Tech-Link Support Service with the added value of having the capability to download the most recent versions of Radio Flash Software and Radio Programming (Radio Personality Manager) updates. PC Programming Updates The PC Programming Updates Service provides subscribers with web-based downloads for Harris Radio Programming (Radio Personality Manager) updates. This service allows subscribers to stay synchronized with Harris’ cutting-edge technology.
Contact Information TSS contact information is below. Telephone:
1-800-528-7711 U.S. and Canada +1-434-385-2400 Worldwide
Email:
[email protected]
Fax:
1-434-455-6712
Public Safety and Professional Communications | www.pspc.harris.com 221 Jefferson Ridge Parkway | Lynchburg, VA USA 24501 | 1-800-528-7711 (+1-434-385-2400) Software FX is a trademark of Harris Corporation. Harris and assuredcommunications are registered trademarks of Harris Corporation. Copyright 2014 Harris Corporation. All rights reserved. Printed in U.S.A. 06/14 ECR-8084
