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No Cause for Alarm: Support to Keep your Nortel CS1000 Running Strong

Bruce Shelby
June 1, 2017

In a recent blog for Mitel, analyst Phil Edholm addressed the supposed imminent demise of Nortel CS1000 systems by posing the question: “What does it mean for hospitals that Avaya may be stopping support for CS1000?”

The answer is simple: It means nothing.

For organizations concerned about Avaya’s purported end-of-support for CS1000, the good news is that there are still ways to extend the life of this old yet vital system.

Avaya Nortel CS1000: Neither Gone nor Forgotten

End of Sale (EoS) for the Nortel CS1000 was announced on April 9, 2018, and End of Manufacturer Support (EoMS) in 2019. Nortel systems are an aging breed, and with end dates for the CS1000, it seems that Avaya would like all Nortel (aka Avaya Blue) systems to be upgraded to Avaya Red.

These Nortel systems may be old, but there are still plenty of users who rely on them. While many organizations, especially enterprise-level, are now looking to migrate to cloud-based solutions for their communication, some have a timeline that is still in the future.  

Need to keep your Nortel CS1000 running strong post EoMS? Download our Capabilities Statement to learn more about our approach to PBX Support. Download PBX Support Capabilities Statement (PDF)

Why Nortel?

Of all the different phone systems on the market, many hospitals choose the CS1000 for its dependability and scalability. The CS1000 runs very reliably, even without any software support from Avaya. Even before the CS1000 went End of Sale (EoS), many systems hadn't received any new patches in years.

the CS1000 can still live on for those who still want to use it.

Still, some providers are moving away from support for Nortel systems. Major communication organizations like AT&T have discontinued their Nortel support, to the chagrin of many hospitals and healthcare groups. This discontinuation seems to come from Edholm's words, and the concern they've stoked about Nortel's extinction.

But Nortel isn't extinct, and the CS1000 can still live on for those who still want to use it.

Keeping Your CS1000 Alive

For CS1000 users to continue to maintain their systems, there are several options available

  1. Commit to Avaya’s Nortel support (P.A.S.S.)
  2. Partner with a Third-Party Maintenance provider
  3. Transition to a cloud solution

While many Nortel PBX users might consider migrating to the cloud, large healthcare organizations and other relying on the CS1000 won't make the migration. For them, one of the other options for maintaining such a system will need to suffice.

Avaya Support and Nortel P.A.S.S

Sticking with Avaya support is an option for a Nortel CS1000 user. Avaya's Partner Assistance Support Services (P.A.S.S.) program is a service that Avaya offers to keep Nortel systems running. It's extended to all Nortel products and is the only option Avaya will provide for those beyond EoMS.

P.A.S.S is very similar to Avaya's Extended Support. It offers access to corrective content in the Avaya library as well as tier III technical support. If Nortel users want to remain with Avaya for support, this is a decent option, but it does have its fair share of drawbacks.

Like Extended Support, its ability to provide on-site technical support and parts replacement is offered at Avaya's discretion. It may not even be provided at all past a certain point. For the Nortel systems past EoMS, it's unlikely that certain repairs will be guaranteed.

Third-Party Maintenance for Nortel CS1000

P.A.S.S.'s purpose is to make Nortel systems align with the Avaya Product Lifecycle and its support policies, but other providers don't need to follow this model. Third-Party Maintenance (TPM) providers aren't beholden to timetables or policies from different organizations save the user's, and can, in many cases, offer better service than P.A.S.S.

Third parties provide options for support that can come at a lower cost than P.A.S.S

Some TPM providers keep vast stocks of spare parts, making repairs and replacements much more accessible. While they can't write new patches, most Nortel systems, particularly the CS1000, will most likely be sustainable for many years without news patches, making this a nonissue. A TPM provider can even deploy on-site support in many cases when other providers would be inclined not to do so.

One of the best things about TPM is cost-effectiveness. Third parties provide options for support that can come at a lower cost than P.A.S.S. Pair that with high-quality service delivery and TPM come with a much higher potential value.

World-class Maintenance for your Nortel Phone System

EoMS for the CS1000 doesn’t mean you have to stop using it. For over 20 years we have been offering world-class PBX support to organizations across the globe, keeping their systems running like the day they bought it, often saving them up to 40% in cost.

Request a quote today, and in the mean time, download our PBX Support Capabilities Statement to find out how our services can keep your CS1000 running for as long as you need it. 

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