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Support and Maintenance

« Home « Flexible Support Programs and Options « Support and Maintenance

 
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Preventive Maintenance Service Visits We provide annual on-site visits by a technician to perform a 17 point check on your communications system, including replacements of cabinet filters, system error checks, verify environmental conditions, review of backup performance and reboot schedules. A final report with results and recommendations will be provided for your records.

Emergency Response: 2 To 4 Hours Troubles that cannot be resolved remotely (e.g. a part is needed) are addressed within a 2 to 4 hour response time for major troubles and next business day for minor troubles, utilizing our nationwide network of Certified technicians.

On-Site Maintenance Technician with Intelligent Dispatch With the information gathered via remote monitoring and diagnostics, our technician arrives on site with correct parts ready to repair the problem the first time, minimizing return visits and downtime.

Moves, Adds, and Changes Moves, Adds, and Changes (MAC) can be a drain on your internal technical teams. Our service plans include support of all your MAC needs.

Unlimited Helpdesk Support Call Access Communications during normal business hours and get the answers you need on products, features/functions and interoperability. Basic help line and application support services are included and are available as often as you need them.

Emergency Service We are committed to restoring basic phone service within 24 hours of notification. You'll also receive priority queuing for a permanent replacement system.

Telco Carrier Interface Support Telco problems can be some of the most complex to resolve. Whether trouble is related to a system or a Telco problem, our engineers will deal with your Telco service on your behalf. This assures a seamless installation and continued support throughout the term of the maintenance agreement. In addition, Access Communications conducts an annual carrier audit to ensure your organization continues to have the correct quantity and appropriate type of network services.

Training Support Upon completion of the initial system analysis, Access Communications provides you with thorough documentation of your telecom system, along with providing escalation sheets and all contact information. Our support plans also allow for additional training to be provided when changes occur within your organization due to promotions and employee turnover.

On-site Critical Spares The initial system analysis includes a critical spares evaluation to determine which critical components should be stored on site in case of a problem, so replacement of a failed part can happen in minutes instead of hours.

Obsolescence Guarantee We not only commit to sourcing the finest technology solutions available in the industry, but also to providing our customers the correct technology at all times. At any point during a lease term, the customer can return all equipment and replace it with an Access Communications provided technology solution that better serves the customer's needs. We will provide this obsolescence protection to customers that are leasing their current communications system with the Access Shield Plan and have a Support Agreement.

Single Point of Contact With our support plans, an Account Manager is assigned as your single point of contact for any service you need. Your Account Manager knows your system, your expectations, and can efficiently handle every service request for you.

Voice/Data Integration Support Our converged engineers will work closely with your IT staff throughout the installation and provide remote integrated VoIP network support and monitoring during the entire contract period. Access Communications has extensive capabilities in the area of Data Networking and Security.

24/7 Remote Maintenance and Monitoring We continuously monitor your systems, 24-hours-a-day, 7-days-a-week. Any alarm on your system is thoroughly checked by an engineer the moment it occurs, whenever it occurs.