ator in the network. Specific information related to key changes conducted in the delivered software releases by change deliveries and particular correction modules are provided through the online services. Component Management A catalogue of all components and spare parts is provided to the operator via the online services. All components are identified by vendor specific codes and a regular shopping basket feature is supported for spare parts ordering. Repair ordering comes with a failure report, order history and interactive order status information, with additional comments as required. The component and spare part statistic reports are prepared in two formats: (a) fault codes and (b) deliv- ery volumes and promptness. Fault codes depict the primary cause of defect in the unit. Delivery volumes report how many repaired units the vendor has sent within the current year. Promptness illustrates to what degree the vendor has adhered to the schedule for sending repaired units back to the operator. Training and Coaching Support This section gives a complete description of all the training programmes designed by the training depart- ment of the vendor for the purpose of coaching and competence development of the operator's personnel (see Table A.3). It is organised in different ways, giving course information related to the technology, product lines or competence levels, as well as providing information about dates and places where the training will be held. Roll-Out Network Project Management Table A.3 Generic format classifying the different kinds of course offered by the training services Training and Access Circuit core Packet core Network coaching network network network management Basic Intermediate Expert Special modules Helpdesk When the online service is not sufficient to report a problem, then technical support is accessed by means of an additional support channel known as the helpdesk service. The vendor provides a helpdesk support service covering all the software and hardware products sold to the operat