Service Level.pdf

Nokia Service Level Definitions for your Reference

For Mobile Phone Specialist applying abroad, you can

categorized yourself with this Service Level Skills.

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SERVICE LEVEL STRUCTURE

2.1 Service Level 1

2.1.1 Tasks

Level 1 workshop carries out simple mechanical repairs and

update/upgrade of mobile phone

software.

• Failure analysis (user-/usage fault, network fault/-problem,

unit HW-/SW fault)

• Providing „expert opinion“ (Liquid damage, product dropped,

used no NOKIA OK Mobile

Enhancement product)

• Repair/exchange of mechanical and electromechanical

defects/parts where soldering and

tuning is not required• SW update / upgrade for all products

released for Level 1

• Any service bulletin specifying the repair as a Level 1 repair

• Mobile Enhancement product replacement according to Nokia

guidelines

• Unit exchange according to Nokia swap guidelines

• Fault reporting via fault logger or equivalent tools specified

by Nokia

• Spare parts ordering from Nokia using Nokia specified order

processes and tools

2.1.2 Requirements

• Trained personnel concerning product-/network features and

their usage. Dexterity and

technical basic know-how is needed.

• ESD equipment and tools corresponding to Nokia ESD

requirements

• Magnifying glass, torque screwdriver, gloves.

• Update equipment like FLS-4 (or equivalent) and Flash

adapter for all released products.

• Actual Nokia service SW (WINTESLA / Phoenix) including

fault logger/reporting possibility.

• Go-/NoGo-tester (recommended)

• RF Shielding Box (Attenuation: minimum 65dB (CDMA2000 &

WCDMA frequency))

• Battery tester (recommended)

• Swap pool and suitable spare stock according level specific

BOR for Level 1 activities.

• Standard office equipment MS office SW with Internet access

to get service level related

documentation, DSL connection (recommended where

available).

• Access to Nokia On Line / Partner Web Site

Service Level Definitions and Technical Requirements Version

2.0 Approved

CMO Operations & Logistics 01.June.2005

Customer Care, Repair Services

Confidential PAGE 6 (9)

Service_Level_Definitions_and_Technical_Requiremen ts

2.2 Service Level 2

2.2.1 Tasks

Level 2 workshop carries out repairs, which do not require

tunings and will update/upgrade of

mobile phone software.

As Level 1 additional:

• Repair of simple electrical defects, which don’t require tuning

• Change of electromechanical parts where soldering is

required

• Performing HW updates, which don’t require tunings (RF

part) afterwards.

• Any service bulletin specifying the repair as a Level 2 repair

2.2.2 Requirements

As Level 1 additional:

• Min. 1 trained repair technician/workshop

(RF-technician, communications/electronic technician,..)

• Microscope

• Adjustable Soldering iron (capable of lead-free temperature

profile)

• Digital Multimeter (Minimum resolution: VDC 0.1mV ADC

0.01mA)

• Semi automatic hot air device with controlled air flow

temperature

• Adjustable heating plate/device for pre/under heating during

lead-free soldering

Service Level Definitions and Technical Requirements Version

2.0 Approved

CMO Operations & Logistics 01.June.2005

Customer Care, Repair Services

Confidential PAGE 7 (9)

Service_Level_Definitions_and_Technical_Requiremen ts

2.3 Service Level 3

2.3.1 Tasks

Level 3 workshop is able to carry out repairs to Nokia mobile

devices down to component level

including logical fault finding, measurements, tunings and

update/upgrade of mobile phone

software and capability of µBGA soldering/replacement.

The workshop keeps stock of spare parts needed for repairs

and appropriate amount of swap phones and

accessories. Furthermore the supplier is also capable to

perform SIM-lock (RUIM- for CDMA) settings, if

authorized by respective channel customer.

Level 3 workshop can function as a backup workshop for level

1,2 workshops with relevant technical

support (including training) according Nokia authorization.

As Level 2 additional:

• Any repair on component level for released products

including replacement of µBGA’s

• RX/TX incl. tuning

• Any service bulletin specifying the repair as a Level 3 repair

• IMEI rebuild (authorized by Nokia)

• IMEI label printing

2.3.2 Requirements

As Level 2 additional:

• Several trained technicians/workshop

• IMEI Label Printer 600dpi

• µBGA soldering station (capable of lead-free temperature

profiles)

• Radiocommunication measurement and test equipment

capable for phone supported

protocols

• Spectrum Analyser (Min RF In: 4.5GHz)

• Oscilloscope (Min specification: Dual Channel, 100MHz)

• Power Supply (Min range: 3-15V / 2A, with adjustable

voltage & adjustable current)

• RF Signal Generator (Min RF Out: 2.2GHz)

• RF Shielding Box for final testing only (Attenuation: minimum

65dB)

• For CDMA2000 & WCDMA tuning & final testing a RF Shielding

Box with minimum 80dB

shielding factor

• ESD protected area for workshop and spares stock

• Capacity as back-up for level 1 and 2

• Can offer adequate training-/support possibilities for Level 1

and 2 service suppliers

• Equipment for proper storage of µBGA components

Service Level Definitions and Technical Requirements Version

2.0 Approved

CMO Operations & Logistics 01.June.2005

Customer Care, Repair Services

Confidential PAGE 8 (9)

Service_Level_Definitions_and_Technical_Requiremen ts

2.4 Service Level 4

2.4.1 Tasks

Level 4 workshop is able to carry out all possible repairs to

Nokia mobile devices down to the

component level including fault analyzing, logical fault finding,

measurements, tuning,

update/upgrade of mobile phone software and capabilities of

µBGA’s soldering/replacement

µBGA`s.

Dedicated products repair & analysis.

Being involved in CE process at earlier level then other service

suppliers for evaluation of tools and

design for service.

Level 4 workshop can function as a backup workshop for level

1,2,3 workshops with relevant technical

support (including training) according Nokia authorization.

As Level 3 additional:

• Any repair for released products

• Fault analysis for special dedicated products and special

requirements / processes (BER

analysis, reporting)

• Special batch reports for Nokia

• Capacity as back-up for level 1, 2 and 3

• Can offer adequate training-/support possibilities for Level 1,

2 and 3 service suppliers

2.4.2 Requirements

As Level 3 additional:

• Dedicated high qualified technicians for process, product and

tool analysis.

• Dedicated high-qualified technicians for training.

• Separated analysis lines when dedicated products are

analysed.

• Special equipment (e.g. acoustic microscope, …)

• Measurement, test and tuning equipment capable for latest

and future technologies like

EDGE, WCDMA and CDMA 2000

Service Level Definitions and Technical Requirements Version

2.0 Approved

CMO Operations & Logistics 01.June.2005

Customer Care, Repair Services

Confidential PAGE 9 (9)

Service_Level_Definitions_and_Technical_Requiremen ts

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