 |
| |||||||||
| |||||||||||
|
 |
 |
|
 |
|
|
|
SMARTCALL
Voice-Net CoverGuard
Service & Support provides a range
of effective support options to ensure your
Voice-Net
system is operating at peak efficiency.
We offer three variants of
CoverGuard
tailored to suit your specific cover requirements:
StandardGuard -
The maintenance cover is from 9.00 am to 5.30pm, Monday to Friday, excluding U.K. public holidays
ExtraGuard -
ExtraGuard
has the same maintenance level as StandardGuard but with extended maintenance
cover hours. There are 3 options:-
Bronze
- 9.00am to 9.00pm, Monday to Saturday excluding UK public holidays.
Silver
- 24 hour cover Monday to Friday, excluding public holidays.
Gold
- 24 hour cover, 365 days of the year.
TailorGuard -
This is an individual, bespoke maintenance service, tailored to meet the needs of your business. Please call 01753 837700 if you are interested in this level of maintenance.
We can also provide additional HelpDesk support to your System Administrator(s). This service is designed to allow your trained personnel to call our HelpDesk and obtain telephone assistance in making database configuration changes.
There are two options:
1. An annual help desk support contract that runs concurrent with the maintenance cover you have selected.
2. A ‘package’ of hours where a dedicated engineer will deal with your requirements on a scheduled basis.
Unless otherwise specified by
i-Net Applications, maintenance
response times fall into three categories: major, minor and request for assistance. When equipment
failures occur, i-Net
Applications requests the customer to define the level of
response required.
Major Faults
Defined as a ‘system down’ situation. Response is within four hours of being reported to, and logged with our Customer Support Help Desk.
Minor Faults
Defined as a single user not getting service and/or a temporary 'work round' or 'fix'. Response is within eight hours of being reported to, and logged with the i-Net Applications Customer Support Help Desk.
Request for Assistance
Requests for assistance not covered by your maintenance contract are subject to special charges for maintenance customers and requires a presentation of a customer's purchase order. Our standard response time for this service is five days.
System Warranty
Where customers do not enter into maintenance contracts, all new systems and equipment supplied by
i-Net Applications
are covered by the 12 months supplier
warranty. Equipment that fails during the warranty period is covered by the suppliers 'Return to Base' repair service. Should a site visit by an engineer be required, it will be
charged at the applicable rate.
See more about our existing Voice-Net customers:
 |
|
 |
 |
| |
| Home | |
Our Customer Service
