using problems with until the next major release Cosmetic errors in MML/statistic output Errors in MML syntax Errors in documents Table A.2 Failure classes Priority of Supplier's answer Supplier's correction failure available available Type of correction Emergency duty contacted. The correction work starts immediately and continues until a work-around solution is available 4 weeks 3 months / 80 % cases Change note or change delivery 2 months Next release New release and correction availability is published in 3 months in the form of a change delivery or a change note. A C category priority is given to failures, which can be planned for correction in the next software release. Normally in such case about 2 months are taken for an answer to come from the vendor's side. Technical Support Service Technical support is a generic term appliced to all kinds of hardware and software products, services and features sold by the vendor. The vendor provides free technical support to the operator in the time specified in the deal. It includes services like regular queries, remote support from product lines and any kind of competence transfer program enabling the operator personnel to run the network themselves. It provides a smooth transition of network operation and handling capabilities between the vendor and the operator's technical staff. An online 24 hour interface is offered to answer the operator's technical requests and get access to desired information. These online services are of two kinds: basic services such as online help in html format accessible by a web browser connected to the network element or Care Phase document library offered as a part of the equipment deal. The vendor continuously updates the online services with improved modernised versions of previous ones and also adds new services, which if charged have to be mutually agreed upon. The vendor holds the copyright of all the information provided on the online services. The operator holds a licence to use these online services, e.g. product catalogues, 