Frequently Asked Questions

What is Reliametrics?
Reliametrics is a consulting group with proven and recognized expertise in software reliability, risk assessment, and defect prediction. Within Nortel Networks, Reliametrics supports the strategies to continually improve the reliability of all product offerings. The Reliametrics team analyzes software and studies the relationships between code metrics and potential software faults, especially in the context of new feature insertion, problem fixes, or maintenance requirements. Reliametrics also develops leading edge risk analysis tools.

What type of products or services do you offer?
The services and products offered by Reliametrics will vary significantly based upon the specific objectives, requirements, and scope of a given project. In many instances a project can be addressed using existing expertise, processes, methodologies, and tools. Frequently, projects require some degree of new development activity. In a few cases, the scope of a project may require substantial new development, the creation or acquisition of new tools, or collaborative efforts involving other groups within Nortel Networks or selected outside partners.

Reliametrics has unique expertise and access to essential resources and tools to assemble and apply whatever resources are required to address reliability issues, ranging from the software level to the complex, and highly integrated networks comprising the Internet or e-business infrastructure.

What can you do for us?
For most customers, the key value of Reliametrics is getting more reliable products to market on time and on budget and mitigating the risks and potential liabilities associated with failures in the field.

For each line of business, improved reliability means greater customer satisfaction, fewer field failures and patches, and more efficient use of resources for development, code inspection, testing, and maintenance.
The benefits of Reliametrics range from direct and tangible cost savings to the intangibles of maintaining customer loyalty and avoiding the impact of liabilities that would have been incurred if defects had made it to the field. Carrier Networks has used Reliametrics tools for several years and has identified tangible savings of over $10 million per year.

Who are your customers?
Our Nortel Networks customers include both long-time users like Carrier Networks and new users in such rapidly emerging product areas as OPTera, Shasta, Xros, and others. (see Customers). Reliametrics has worked with selected companies such as Lockheed Martin, Sun Microsystems, Orbital Sciences (SPAR Aerospace), and Allied Signal. Currently, we work with Lockheed Martin in their C-130J and C-27 programs and are being considered for use in other areas of the company. We are also working with Sun Microsystems on a proposed project that would improve the reliability and availability of an e-business infrastructure.

What benefits have your customers received by using Reliametrics?
Some of our Nortel Networks customers have reported
90% reduction in defective patches 66% reduction in support costs Four times as many defects found during system testing Increased customer satisfaction

Where can I check Reliametrics references?
We hate to blow our own horn, but we have too many testimonials to list. Click here [add link to our testimonials doc] to check them out.

Is Reliametrics the same as EMERALD?
EMERALD is a tool that Reliametrics developed and deployed in 1993. We continue to extend this tool to new environments and applications and to support users throughout Nortel Networks (see EMERALD).

EMERALD continues to be an important tool in our arsenal of solutions available to address software reliability challenges. Indeed, in March of 2000 EMERALD received the prestigious "Crossroads A-List Award" as a leading-edge product for assuring reliability in the Enterprise Infrastructure.

What is this going to cost us?
Consider the costs of software failures in the field. Reliametrics is all about minimizing and preventing these failures.

Customers generally correlate these expenses to internal loaded labor rates and quickly determine that the costs are reasonable and easily justifiable based upon value and cost savings derived.
Since the services Reliametrics provides vary according to the scope and requirements of individual projects, we work with customers to develop a detailed budget covering all aspects and phases of the project. The primary costs are for time, materials and direct project-related expenses.

What kind of training is required?
Like our consulting services, we typically customize our training to ensure that the goals and expectations of each customer are achieved. Reliametrics training depends on the products or services that you request.

How do we work with the Reliametrics Team?
Simply call or email us and we'll take care of the rest (reliametrics@nortelnetworks.com). The time it takes to get a project started depends on the goals and expectations of our customers. If it's access to our software reliability tools that you are looking for, ramp up time can be less than a week. If it's a full-blown software reliability program that you need, it will typically be 1 to 2 months.

Who do I contact when I have a support or technical question?
If you need technical support for whatever reason regarding our products and/or services, there are several ways to get answers:
Visit the Reliametrics website at http://reliametrics, then go to the Help Desk link Email us:
Internal - Group, Reliametrics [YRK:2259:EXCH]
External - reliametrics@nortelnetworks.com Call us:
Internal - ESN 351-3476
External - 919-992-2574 or 1-877-299-0461 (US toll free)
What should I expect from your customer/technical support group?
During the working day the Customer Engineering team will respond within 2 hours if you need questions answered or any type of technical support. If you need help after 5 pm, weekends, or US holidays, a representative from the group will return your call by 9 am on the next workday.