Marcom Maintenance Levels

Marcom offers four levels of maintenance support contract for a standard period of 60 months. These are shown on our maintenance level matrix. Basically the cover provided by each level is:

Essential Cover

Including, remote fault identification & resolve + carrier/VoIP VPN liaison (on traffic routed via one of our approved carriers); free software upgrades in working hours (fault resolution) and hardware warranty on main system processor and cards only. Hardware warranty on all equipment as agreed – excluding analogue devices/cabling – fault identification and manufacturer return to base warranty, labour chargeable.

User Support

Essential level cover plus free 15 minutes remote programming in working hours – name changes and speed dials (excluding ringing patterns, auto attendant and call centre rebuilds); free proactive software upgrades in working hours; free user support for unlimited users. Hardware warranty on all equipment as agreed – excluding analogue devices/cabling – fault identification and manufacturer return to base warranty, labour chargeable.

Hardware Maintenance

Essential level cover plus hardware warranty on all equipment as agreed – excluding analogue devices/cabling; free 15 minutes remote programming in working hours – name changes and speed dials (excluding ringing patterns, auto attendant and call centre rebuilds); labour for on-site repairs/carrier/VoIP VPN fault liaison (on traffic routed via one of our approved carriers); yearly periodic system inspection and routine maintenance completed in working hours.

Mission Critical

Go directly to the mission critical section