Telecom Support and Maintenance Coverage 

Our Maintenance Contracts (Service Level Agreements (SLA's)) are designed to ensure you receive prompt and efficient service in the event of a fault.

When you contact us, we aim to respond to all requests via email or phone within 1 hour. Within our initial 1 hour response, we will try to resolve the fault immediately over the phone, email, or live chat. If a dispatch service is required, or an engineer is needed to help you resolve the fault, we will proactively follow up with you again with all the necessary information, hardware equipment, replacement parts, or software to resolve the fault within the SLA you have with us.

The Service Levels Agreements (SLA's) we offer:  

Standard Cover - Next day response (16 hour time) to a registered fault, Mon - Fri: 9:30am - 5pm
Preferred Cover - Same day response (8 hour time) to a registered fault, Mon - Fri: 9:30am - 5pm
Premium Cover - 4 hour response time to a registered fault, Mon - Fri: 9:30am - 5pm
Weekend Cover - 4 hour response time to a registered fault, Sat - Sun: 9:30am - 5pm
Emergency Cover - Respond immediately, 24 hours a day, 7 days a week

With each of these services, we will endeavour to resolve the fault within reasonable time frames depending upon the nature of the fault.

The details of each SLA are provided on a per company basis. Some of the SLA consideration factors include:

•  The type of service we are providing you 
•  Your company location
•  Your service response times required
•  Your expected resolution time per incident
•  Back-up and replacement hardware or software requirements
•  The current hardware warranties you already have with manufactures
•  Remote access and functionality available
•  Your dedicated team

Please contact us directly with the type of support agreement you would feel more comfortable with.

 

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