Training & Services
All too often, network performance degrades when changes are made to the original installation. Tollgrade offers comprehensive service and training programs to help our customers their investments, speed repairs and ensure that they have the right expertise.

With decades of collective experience in building and managing large communications networks, Tollgrade professionals not only are experts in hardware and software, but are also effective in transferring this “know-how” through classroom and on-the-job collaboration.

The following descriptions provide brief overviews of Tollgrade’s training and service offerings. For more information, please contact your Tollgrade Sales Representative.

Training
(Refer to the training catalog to the right for detailed information.)

LoopCare Training for CLEC Unbundled Loop Testing

This course is intended to provide testing personnel with knowledge and tools for evaluating LoopCare test results and helping to determine the proper action to resolve customer troubles.

The course provides participants with a sound, overall understanding of the POTS telephone loop, LoopCare tests, LoopCare results on analog loops and LoopCare test results on DLC systems.

Training focuses on equipping students with the ability to determine an appropriate dispatch decision based on company-specific dispatch systems and processes.

POTS Testabilty Improvement Services (PTAP)

This service is intended to help companies identify and resolve problems in central office and remote terminal locations that are preventing test access to direct copper- and Digital Loop Carrier (DLC)-fed loops, causing low levels of testability. As a direct result of working on the team, personnel are better prepared to resolve ongoing testability issues. 

Tollgrade will review customer-supplied DLC test results and switch translation tables for each office to determine the best approach to resolving specific testability problems. We will also lead the customer’s team of technicians and guide the repair of problems.

LoopCare(TM) Batch Automation for DSL Pre-qualification Service

This service provides companies with a means of automating certain processes for
pre-qualifying customer lines for DSL services. As a result, the amount of human intervention is reduced with the potential to pre-qualify a larger number of customer lines. 

Tollgrade’s Batch Automation for DSL Pre-qualification Service bundles a set of software tools with training by a Tollgrade engineer to help companies plan and implement certain automated process flows for initial bulk pre-qualification of customer lines. Tollgrade will review with the company’s assigned project manager their requirements for INPUT-PROCESS-OUTPUT flow and assist with setting up the software tools according to those requirements.

LoopCare IVR Installation & Support Service

This service provides companies a means to expedite the installation of the LoopCare IVR feature.

IVR installation service provides a turnkey approach to setting up IVR, including a single point of contact, verification of acceptability, staging, testing, software installation assistance, IVR overview support to customer project manager and technical support. 

Depot Repair Service for Out-of-warranty DigiTest® Hardware

Tollgrade’s Depot Repair Service provides companies with a means to repair DigiTest hardware no longer covered under Tollgrade warranty terms, thus retaining their investment in the test systems. This program assumes a company’s stocking of sufficient spares to replace defective units, and return of the failed Field Replaceable Unit (FRU) to Tollgrade’s depot repair center for trouble isolation and repair. 

Software Maintenance Contracts

Tollgrade’s software maintenance services help customers maintain their software after the initial warranty has expired to get the most out of day-to-day operations. Optional service levels are available to meet the different needs of specific customers.

Upon expiration of warranty, a software maintenance agreement may be purchased to obtain software/documentation updates and toll-free telephone support for operation and installation.

CheetahLightTM Headend Controller (HEC) Installation & Network Connectivity Services

This service helps companies quickly and effectively turn up HECs and establish communications to other resources within their LAN/WAN.  

Tollgrade resources will set up and configure all HECs within a region and work with the customer Network Operations Center (NOC) to establish and verify network connectivity to the existing Wide Area Network. 

Installation Project Management Service for Cheetah™ Products

This service provides companies with a professional solution for rapid deployment of Tollgrade’s monitoring or performance elements into their pre-existing networks.

Tollgrade will assign and manage the customer’s or Tollgrade’s contractors, focusing on deploying, monitoring or performance elements, according to customer network requirements. Tollgrade’s project manager will develop a project schedule, based on a customized statement of work, and will be responsible for procedures, installation supervision, field support, quality control procedures and status updates.

Pre-implementation and Implementation Service for Cheetah™ Products

This service provides companies with planning and informational training and support to ensure a successful Cheetah System implementation, including key physical and operational objectives, minimization of set-up time and on-site engineering support for turn-up.

Tollgrade will assign an internal team to provide planning, operational change preparation and training considerations. The project manager will coordinate implementation, turn-up, configuration, installation, basic troubleshooting, firmware downloads and scheduling measurements.

CheetahNet™ Remote Upgrade Assistance Service

Responding to our customers’ budgetary challenges, Tollgrade is offering an innovative remote access solution to upgrade the CheetahNet System to the latest version. By taking out the need for a physical presence on-site, Tollgrade can make available the best possible skills to conduct the upgrade. By using a proven methodology and tools, and drawing upon knowledge and resources from our Technical Assistance Center (TAC), Tollgrade is able to make the upgrade process quick and painless.

CheetahCheck Service Program

This subscription service helps customers understand the condition of their Cheetah™ System and provide direction and advanced training to optimize the system. 

Tollgrade’s CheetahCheck Program is designed to help customers keep their network at peak performance by ensuring that CheetahNet™ (formerly NetMentor™) and CheetahLight™ (formerly LIGHTHOUSE®) and related products are functioning as efficiently as possible. During periodically scheduled visits (three times per year) a Tollgrade System Engineer (SE) will work with the customer staff to improve existing network operation and help detect issues that may be creating problems. Tollgrade will be at the customer facility to fine-tune the health of the Cheetah System and provide the training and system reviews needed to further optimize the use of the Cheetah equipment.

Tollgrade will perform a thorough diagnostic check of the customer’s status and performance monitoring system, primarily targeting both the integrity of the Cheetah System, as it functions within the network, and operational recommendations to improve management of the information provided by the Cheetah System.

Tollgrade will provide network pre- and post-system condition reports to be used during the visit. The initial report will be generated at the early stage of the visit using automated and manual methods to provide a snapshot of the system’s current condition. A final report, generated at the end of each visit, will be compared to the initial report for purposes of gauging progress made. The final report will also lead to recommendations to further optimize system performance.