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Maintenance Services
Customized to your business to help extend the life of your system
After the time invested in designing and installing your new system, your company needs to consider how to get the most life out of your investment. Whether you purchased a system with SOURCE or you have an existing system, we can help you realize the full potential of your system's investment by providing a maintenance service program that is tailored to your business needs and budget.
Consider the benefits of choosing SOURCE maintenance services:
- Comprehensive Care or Critical Care programs available, or we can customize a program just for you
- Unlimited technical assistance from our help desk - comprised of technical certified Tier III engineers and backed by the manufacturer
- Geographical coverage area including the US, Canada and Mexico
- All maintenance programs are supported with our Disaster Recovery and Emergency Restoration service
- Flexible contract terms and multi-year customer loyalty discounts available
- 24/7 system monitoring by Tier III engineers, using real-time remote alarm monitoring and fault management systems
We offer the following maintenance services:
24/7 Help Desk Support
In-house and local team of telecom professionals to support, coordinate, dispatch and resolve customer hardware and software issues to final resolution
Proactive Real-Time 24/7 Remote Alarm Monitoring
24/7 monitoring, fault management and proactive diagnostics by Tier III engineers
Unlimited Technical Assistance
Certified Tier III telecom and network professionals available 24/7 for troubleshooting and unlimited technical assistance on hardware and software
Remote System Backups
Support for disaster recovery for locations with remote capability
Communications Architecture Protection Program
Detailed administration programming reports and product inventory data for customer planning
Priority Dispatch and On-site Break/Fix Support
Priority dispatch to contract customer requests for on-site repair for covered products
Maintenence Certifications
Thorough evaluation of customer site before entering into a maintenance contract - identifying existing and/or potential problems
Repair Labor and Parts Coverage
Included with Comprehensive Maintenance programs - covering parts and labor for break/fix activities
Guaranteed Service Level Agreements (SLAs)
Guaranteed response commitments for Major (2 hours), Minor and Routine (Next Business Day), and Routine customer support
Remote Move, Add, and Change (RMAC)
Remote programming changes made at the customer’s request. Complex changes performed by certified Tier III engineers and available 8X5 or 24X7 both in the U.S. and Canada
Software Survivability and Release Management
Provides software implementation and release management of Product Change Notice (PCN) and firmware updates for products capable of accepting remote software administration
Carrier Break/Fix Support
Any activity related to service interruptions due to telco/service provider issues will be monitored and cleared for covered product. Support could also include opening a trouble ticket with the telco/service provider, troubleshooting and test circuits remotely.
Annual Preventative Maintenence
17-step, on-site physical review and inspection of hardware, software and environmental conditions
On-site Critical Spares
Facility evaluation that determines customer business requirements to place critical spares on-site as needed
Annual System and Technology Reviews
Annual technology review and system reporting including; ticket recap, activity trending, proactive findings, and new technology consulting
Customer Activity Reports
Provides comprehensive report of system performance (monthly, quarterly and annual service activities), including break/fix repairs, equipment replacement, service levels and more
Contact us today and review your business requirements with one of our certified sales representative or engineers.
