Maintenance Contracts
Your business phone system keeps you in touch with your clients and your working environment. Your phone system represents a significant investment and is an extremely important tool to your business success.
To ensure that this business tool is working to its best capacity at all times, we provide the CCI Annual Maintenance Agreement – it is more than just insurance – it meets and continues to adapt with your changing business requirements, assuring you the maximum return for your investment.
Standard service maintenance support plan includes:
- Remote and on-site support for major or minor failures available eight hours a day (8 a.m. to 5 p.m., local time at the site), five days a week (Monday to Friday, excluding major locally observed holidays). Support provided outside these coverage hours will be billed at CCI’s current rates.
- Expedited replacement of defective parts and materials.
- Network service provider liaison support: CCI will communicate and cooperate with customer’s network service provider to determine the source of equipment failure (when applicable).
Major Equipment Failure
- Response within two business hours (Monday to Friday, 8 a.m. to 5 p.m., local time at the site excluding major locally observed holidays) upon receipt of a trouble report of a major failure. Engineer will attempt to clear the failure remotely and/or will contact the end user to begin troubleshooting the system failure.
- On-site response within four business hours (Monday to Friday, 8 a.m. to 5 p.m., local time at the site excluding major locally observed holidays) upon receipt of a trouble report of a major failure that cannot be resolved by a remote engineer.
Under our maintenance plan, we consider these to be major system issues:
Phone System
- A complete system failure
- Tie-line group out of service
- Major system alarm
- Failure of an entire trunk group
- More than 20 percent of stations totally inoperative
- Attendant position failure
- Inability to receive incoming calls
- Inability to call outside of the facility
Voice-Processing Equipment
- Inability to access the system through the system manager function or through at least 75 percent of all voicemail ports
- Loss of system integration
- Unscheduled total system outage
- Reboot failure
- Inability of system to answer calls via Auto Attendant or to record messages
- Voice board, module interface board or service modem
- Inoperable interface between the voice module and phone system
Any system or equipment issues that do not classify according to the listings above we consider being minor problems.
Minor Equipment Failure
- Response within eight business hours (Monday to Friday, 8 a.m. to 5 p.m., local time at the site excluding major locally observed holidays) upon receipt of a trouble report of a minor failure. Engineer will attempt to clear the failure remotely and/or will contact customer to begin troubleshooting the system failure.
- On-site response within the next business day (Monday to Friday, 8 a.m. to 5 p.m., local time at the site excluding major locally observed holidays) upon receipt of a trouble report of a minor failure that cannot be resolved by a remote engineer.