Repair Services
for ShoreTel and TOSHIBA IP Phone Systems
Telephone Service, Repair and Installation ~ Serving All of Central California
When it comes to service and support for your new telecommunications solution, selecting the right post-warranty service plan is key. Ask your local representative about the options available for your post-sale service and support.
Some questions you should consider when evaluating the support and service you receive are:
Who will be doing the installation?
Is it being subcontracted out?
How long will it take?
Who will provide the training and how long will it take?
How many hours are included in the quoted price?
What kind of coverage is provided during warranty?
What kind of coverage is provided in the post-warranty service plan?
Can an ongoing service and support plan (i.e. for the period after
the warranty expiration) be included with your total package?
To ensure that your business receives the best service value possible, we suggest you ask the following questions:
On-site service response
What is the time commitment to have a technician on-site for Major
Alarms?
For Minor Alarms? How are Major Alarms and Minor Alarms defined?
Out-of-hours support
If you request or need an on-site visit from a technician that is
outside of standard business hours, what is the time commitment for
a response?
Remote administration
Is there a capability to program the system remotely? How is this
billed? What is the response time? What hours is this service
available?
Parts access -- speed
How can you obtain parts? Overnight? Are there extra charges for
this?
Helpline and technical support
Is there helpline support? What is their level of experience and
hours of availability? Is there a limit to the number of calls you
can make? If you go outside the limit, how much does it cost? If you
do not have a service plan, how much will you be charged per call?
Power surge and lightning protection
In the event of a system and/or application damaged by a power surge
or lightning, do you have appropriate protection in place? Will your
company be reimbursed for all damages to equipment, up to and
including a full replacement?
System security (toll fraud)
Does the coverage include screening for potential toll fraud? Does
it include active intervention if toll fraud is occurring? Who will
do that? What training has that person had?
What is the charge for toll fraud intervention service if you do not
have a service plan?
Quality protection - preventive maintenance
Does your coverage include all labor charges associated with
proactively scheduled preventive maintenance occurrences?
Is there an extra charge if you need this work to be performed
outside of business hours?
E-services Web site
Will you have full access to a Web-based Customer Service Support
site? Does it provide important services such as ordering
replacement equipment, creating a service request, checking on the
status of a service request, downloading software, electronic
product information, and technical bulletin boards?
Training
What types of training are offered? And, through what mediums? How
much do they cost?