Marcom Maintenance - Matrix
| Levels of Cover |
Essential Cover |
User Support |
Hardware Maintenance |
Mission Critical |
||
| Remote fault identification and resolve + Carrier/VoIP VPN liaison* | YES | YES | YES | YES | ||
| FREE Software upgrades in working hours (fault resolution) | YES | YES | YES | YES | ||
| Hardware Warranty on Main system processor and cards only |
YES | YES | YES | YES | ||
| Hardware Warranty on All Equipment as agreed - excluding analogue devices/Cabling |
NO | NO | YES | YES | ||
| FREE 15 mins remote programming in working hours – name changes and speed dials - excluding Ringing patterns, Auto Attendant and Call Centre rebuilds |
N/A | YES | YES | N/A | ||
| FREE Proactive software upgrades in working hours only |
N/A | YES | N/A | YES | ||
| FREE User Support for unlimited users | N/A | YES | N/A | YES | ||
| Labour for on-site repairs/carrier/VoIP VPN fault liaison* |
N/A | N/A | YES | YES | ||
| FREE Remote programming in working hours – including Auto Attendant and Call Centre rebuilds out of hours | N/A | N/A | N/A | YES | ||
| Yearly periodic system inspection and routine maintenance completed in working hours | N/A | N/A | YES | N/A | ||
| Regular site visits as agreed in the contract for periodic inspection and routine maintenance carried out of hours | N/A |
N/A | N/A | YES | ||
| Regular review of the functionality of the system with a senior support engineer to make sure you are getting the most from the solution |
N/A | N/A | N/A | YES | ||
| FREE Proactive software upgrades Out of Agreed working hours | N/A | N/A | N/A | YES | ||
| Disaster Recovery Solutions |
N/A | N/A | N/A | YES | ||
| * For FREE carrier/VoIP VPN liaison on-site, traffic must be routed via one of our approved carriers were we have a direct support relationship and not be routed via another supplier. Our direct support relationships are through BT 3P as a direct partner and through Redstone as a direct partner. This facilitates a relationship with the wholesale carrier who is routing your traffic that allows us to resolve issues expediently and reduces downtimes. |
| ** FREE Disaster Recover solutions are available on Mission Critical contracts – this may be chargeable on other contracts depending on minimum contract terms |
