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 7.5% 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 5% 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 month
On-site		 Performed within 2 business days
Billable
Free 1 hour per quarter
Remote		 Performed within 2 business days
Billable
Available on These Systems ... Note
  • IPO 500
  • IPO 500v2
  • Voice Mail Pro
  • Embedded Voice Mail
    Avaya Data Solutions
  • IPO 500
  • IPO 500v2
  • Voice Mail Pro
  • Embedded Voice Mail
    Avaya Data Solutions
  • IPO 500
  • IPO 500v2
  • Voice Mail Pro
  • Embedded Voice Mail
    Avaya Data Solutions
Hardware Covered Avaya system hardware Avaya system hardware Avaya system hardware
System Investment ... Note

Call for price
(48 port minimum)

Call for price
(24 port minimum)

Call for price
  • New system purchase includes 1 year hardware repair warranty.  Labor is not included in hardware repair warranty.  All IPO 500V2 Support Services Packages include the Avaya IP Office Support Services coverage.

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.