- 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
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- Proactive Real-Time 24/7 Remote Alarm Monitoring and Fault Management: 24/7 monitoring, fault management and proactive diagnostics by Tier III engineers
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- Unlimited Technical Assistance: certified Tier III telecom and network professionals available 24/7 for troubleshooting and unlimited technical assistance on hardware and software
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- Remote System Backups: support for disaster recovery for locations with remote capability
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- Communications Architecture Protection Program (CAPP): detailed administration programming reports and product inventory data for customer planning
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- Priority Dispatch and On-site Break/Fix Support: priority dispatch to contract customer requests for on-site repair for covered products
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- Maintenance Certifications: thorough evaluation of customer site before entering into a maintenance contract - identifying existing and/or potential problems
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- Repair Labor and Parts Coverage: included with Comprehensive Maintenance programs - covering parts and labor for break/fix activities
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- Guaranteed Service Level Agreements (SLAs): guaranteed response commitments for Major (2 hours), Minor and Routine (Next Business Day), and Routine customer support
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- 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 U.S. and Canada
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- 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
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- On-site Critical Spares: facility evaluation that determines customer business requirements to place critical spares on-site as needed
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- Annual Preventive Maintenance: 17-step, on-site physical review and inspection of hardware, software and environmental conditions
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- 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.
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- Annual System and Technology Reviews: annual technology review and system reporting including; ticket recap, activity trending, proactive findings, and new technology consulting
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- 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
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