For customers who do not or cannot commit to a Maintenance Agrement, we offer a pay as you go support agreement. There are no guaranteed service levels with our PAYG option but many small businesses find it suitable knowing that reliable technical support is available at fixed costs when needed.
Telephone Maintenance will endeavour to respond as soon as we can for critical faults and will provide advice to arrange call diversion or temporary service to get you working in the event of a serious system fault. Email and telephone support with normal phone system usage (such as setting the time or using a feature) is provided free of charge to PAYG customers but remote support charges may be levied for extensive telephone support time with system changes or administration.
Support Only maintenance is provided as a cost effective solution to businesses that need the backup of a Maintenance Agreement but want to avoid the higher costs of a fixed Maintenance term. The service provides initial labour costs free in the event of a fault with guaranteed service levels but should replacement parts be needed they are charged for at our normal rates.
Bronze Maintenance will provide complete hardware cover available between Monday to Friday (excluding bank holidays) between the hours of 9:00am & 6:00pm. Faults that result in a 50% or more crash of the system will receive a technical response within 4 working hours. All other system faults will receive a response within 16 working hours.
Silver Maintenance with provide hardware cover available between Monday to Friday (excluding bank holidays) between the hours of 9:00am & 6:00pm. Faults that result in a 50% or more crash of the system will receive a technical response within 2 working hours. All other system faults will receive a response within 8 working hours.
Our Gold Service gives complete hardware cover available between Monday to Friday (excluding bank holidays) between the hours of 9:00am & 6:00pm. Faults that result in a 50% or more crash of the system will receive a technical response within 1 hour with an engineer on site within 4 working hours. All other system faults will receive a response within 8 working hours.
If you wish to receive maintenance on system handsets then cover must first be agreed and included on the maintenance agreement. If handset cover is agreed then the above services exclude handset cover which will be provided on a next business day “post out” service. Please Note: Old or faulty handsets must be returned otherwise they may be invoiced..