Our maintenance services are a comprehensive group of services to ensure your applications run smoothly and are always up-to-date.
Key features:
- Our Call Desk is staffed 24x7 to provide access to our team of certified technicians for incident intake and level 1 support and resolution.
- Access to our Customer web portal provides the ability to open and track trouble and MAC tickets, order parts, retrieve documentation, and download software updates for SEN products.
- Alarm Monitoring for HiPath 4000 and OpenScape Voice Platforms.
- Level 2 and Level 3 support and incident resolution.
- Provision and implementation of software updates for contracted products.
- Restoration of system configuration using customer provided system back ups.
- We will perform routine, remote, software Moves, Adds and Changes (MACs).
- We provide standard service coverage 8x5, with selectable upgrades to 10x6 or 24x7.
- Remote response standard times are 2 hours, with selectable upgrades to 1 hour or .5 hour.
Depending on the service options you select, our support technicians can also provide on-site service for hardware and telephone components of your infrastructure.
Maintenance Services typically comprise elements of the following portfolio:
Call Desk
The Call Desk is your Single Point of Contact (SPOC) for accepting all service requests including changes, inquiries and incidents. Service requests can be initiated by telephone, fax, email or web for authorization. The Call Desk establishes the incident priority level 1, 2 or 3 and forwards to the appropriate dispatch or remote resolution support team according to the agreed upon service levels. All service requests and incidents are recorded and closed on the service management system and resolution status provided to the customer.
Spare Parts Service
Our Spare Parts replacement service is available worldwide to all customers through our Advance Replacement Offering, or On-site for customers who have an On-Site Maintenance provision.
Our worldwide “Advanced Replacement Process” delivers spare parts to our customers, service partners and engineers and includes the following services:
- Delivery and Advance Replacement Spare parts will be delivered (usually via packet service) on the same day of ordering to minimize spare parts inventory. This means faulty product can be substituted without waiting until the item is repaired.
- ‘Repair and Return’ of the fault module.
- Warranty provides spare parts replacement for the faulty module on approval of each warranty claim.
- Dead on Arrival next business day advanced replacement (EC & US) of the faulty part or device.
Spare Parts customers have access to our web portal ordering tool and the personal assistance of more than 175 delivery & logistics coordinators world-wide. We provide leading, same-day ship process to more than 60 countries and emergency 2hour /4hour delivery through our standard depot pre-packed emergency kits.
Telephone replacement services are also available for OpenStage customers.
On-Site Service
On-site Service covers our Maintenance Service where a technician will be dispatched to isolate the problem, repair and install any replacement parts that may be needed. The on-site technician will diagnose the trouble on-site and initiate the supply of any spare or replacement parts in consultation with the customer as needed. The technician will repair the fault, replace parts and components and perform functions checks prior to closing out the ticket. Actual provision of spare parts is covered by the “Spare Parts Replacement” noted above.
On-site Service Level Agreements:
1.Standard Service Hours: 8 hours a day, 5 days a week (8x5) with options for 12x6 or 24x7
2.Standard response times:
- Priority 1 incidents are 4 hour response
- Priority 2 incidents are NBD (next business day)
- Priority 3 incidents are agreed with the customer
Remote service
Remote service includes the diagnosis and remote repair of an incident. Upon receipt of an incident via the call desk diagnosis and remote correction action are undertaken where possible in consultation with the customer. When faulty hardware is identified the remote service technician will initiate the supply of any spare parts after consultation with the customer and supplied according to spare parts policy above.
Remote Service Level Agreements:
- Standard Service Hours: 8 hours a day, 5 days a week (8x5) with options for 12x6 or 24x7
- Standard response times are 2 hours with options for 1 hour and .5 hour response.