Full Service Support Packages

  GOLD PACKAGE SILVER PACKAGE BRONZE PACKAGE
Extended Warranty on Parts and Labor 24 hours a day, 7 days a week 8:00 am- 5:00 pm Mon-Fri. Additional billed at time and a half 8:00 am- 5:00 pm Mon-Fri. Additional billed at time and a half
Training Support After Installation ... Note Up to 8 hours per year Up to 4 hours per year Billable
Emergency Response Time on Service Requests ... Note Guaranteed 2 hours or less or 10% cash back on support contract Guaranteed 2 hours or less or 5% cash back on support contract Guaranteed 2 hours or less or 2.5% cash back on support contract
Non-Emergency Response Time on Service Requests ... Note Same Day 1 Business Day 1 Business Day
Emergency Spare Parts Inventory Backup parts in stock or 10% cash back of support contract Next business day advanced replacement Next business day advanced replacement Customer pays shipping
Programming ... Note Performed same day Billable Free 1 hour per week On-site Performed within 2 business days Billable Free 1 hour per month Remote Performed within 2 business days Billable
Available on These Systems ... Note
  • IPO SOE
  • IPO 406V2
  • IPO 412
  • IPO 500
  • Voice Mail Pro
  • Embedded Voice Mail
  • IPO SOE
  • IPO 406V2
  • IPO 412
  • IPO 500
  • Voice Mail Pro
  • Embedded Voice Mail
  • IPO SOE
  • IPO 406V2
  • IPO 412
  • IPO 500
  • Voice Mail Pro
  • Embedded Voice Mail
Hardware Covered Avaya system hardware Avaya system hardware Avaya system hardware
System Investment ... Note Annual…$45/Port (12 port minimum) Annual…$35/Port (12 port minimum) Annual…$30/Port (12 port minimum)
  • New system purchase includes three year hardware repair warranty.
  • Maintenance plans do not include building infrastructure, paging equipment, battery backup, CSU/DSUs, switches, routers, hubs, or applications (i.e. unified messaging, call recording, call accounting, music on hold).

End user telephone training:

Gold Package 2 - 4 hour sessions / year
Silver Package 1 - 4 hour sessions / year

Emergency Response Time:

Response time is measured from the time the Client places a service call to the time a technician responds by telephone call, followed by problem resolution either by remotely or on-site. An emergency is defined as a major malfunction

 

  1. No incoming or outgoing calls.
  2. 40% of all telephones inoperative
  3. 20% of all outside lines inoperative.
  4. No intercom calls.
  5. Attendant console inoperative.

Non-Emergency Response Time:

Response time is measured from the time the Client places a service call to the time a technician responds by telephone call, followed by problem resolution either by remotely or on-site. A Non-Emergency is defined as a minor malfunction consisting of any failure other than a major malfunction, listed above.

Programming:

* Remote access required for all systems under maintenance agreement. If the problem cannot be remedied remotely a mileage charge at the current federal rate will be assessed. On-site programming for Bozeman area locations only.

System Warranty:

* Warranty for discontinued products is based on availability of replacement parts.

Port Description:

* Ports consist of trunks, extensions, VCM's (Voice Compression Modules), and voicemail.