We understand the importance of telephone maintenance for every business organisation. This is why we pride ourselves in providing industry leading telephone maintenance packages.

How Does It Work?

Marcom offers clearly defined options to enable you to choose the most appropriate level of maintenance and support cover for your business. You know what you will be getting and what is excluded, ensuring that you pay only for the services that match your needs.

An easy to read matrix, detailing precisely the services provided at each level, is sent with this brochure.





Essential Cover:

This entry level cover, at minimal cost, will provide clients with those basic services needed to identify faults and resolve them remotely during working hours and to provide free software upgrades during those hours. At this level user support and free remote programming are precluded, as are handset repairs/replacement. Labour will be charged on site repairs/fixes required.

User Support:

A step up from the entry level cover and suitable for those companies requiring more proactive assistance, just a phone call/email away. Our User Support level provides essential cover, plus support for an unlimited number of users, as well as proactive software upgrades and remote programming during working hours – excluding Auto Attendant and Call Centre rebuilds. Although handsets are not covered, User Support includes any fault identification and manufacturers’ warranty.

Maintenance:

To ensure that possible faults are minimised, established and growing companies should seriously consider the advantages of a Maintenance level contract. This covers an extended warranty on the system, handsets and agreed peripheral devices. It includes free on-site labour for repairs/carrier/VoIP VPN fault liaison. Also included is free remote programming, during working hours, including name changes and speed dials but again excluding ringing patterns, Auto Attendant and Call Centre rebuilds. An annual system inspection and routine maintenance will be undertaken during normal working hours.

Mission Critical:

As the name suggests, this level is for any organisation for which loss of phone connection or delay in correction of faults would prove to be potentially disastrous, such as Call Centres, Health Centres and service related businesses. All aspects of the preceding levels are covered. Additionally the cover extends to free disaster recovery solutions, free out-of-hours proactive software upgrades, free remote programming in working hours including Auto Attendant and providing for Call Centre reconfigs out-of-hours. Mission Critical level includes out-of-hours site periodic inspections and out-of-hours routine maintenance. Regular reviews of the system’s functionality are held with one of our senior support engineers.

Hours of support:

Mission Critical level - as detailed above

Other levels: - 8am – 5pm Monday to Friday –

(plus out of hours assistance at agreed rates)

Response times: 1 hour on major faults, 4 hours on minor issues

and 24 hours on emailed support queries.

During the hours of support our qualified advisers and engineers are on call to ensure a consistent high level of maintenance and support.


Contract Duration:

Standard contract duration, for all levels, is 60 months.