While a PSS field service engineer was on site at a major utility performing preventative maintenance on the customer's Nortel IVR system, the customer told him that another project was in jeopardy.  This project required an API for their Avaya switch, but the utility customer had been unable to find it after searching backup tapes for over 48 hours.  If they couldn't find it soon, they would not only impact the project timeline but also would go way over budget.  With no proof they had rights to the missing API, they would have to pay Avaya over $100,000 for a new copy.

Though this was unrelated to the maintenance and support contract in place between PSS and this customer, the PSS field service engineer was happy to help.  He pitched in and stayed up most of the night checking the customer's backup tapes for the missing API (at no charge to the customer.)  Through his diligence, the PSS field service engineer found the API before morning, saving the customer over $100,000 and allowing them to get the project back on track.