Maintenance & Support

We can offer our clients three levels of telephone system maintenance support – all major providers – Toshiba, Mitel, Nortel, Panasonic, Siemens, Splicecom, Meridian, Yealink:

Standard Care

The working hours for this service are 0800-1700 hours Monday-Friday excluding Public and Bank Holidays.  Faults may nevertheless be reported 24 hours a day, 7 days a week (including UK Public and Bank Holidays). Where a fault is reported outside of the working hours for this service, the fault will be treated as if it has been reported at the beginning of the next Field Working Day.  Work will only be carried out during the working hours for this service. The standard response time from BT is by 17.00 on the next working day

 

Prompt Care

The working hours for this service are 0800-1700 hours Monday–Saturday excluding Public and Bank Holidays  Faults may nevertheless be reported 24 hours a day, 7 days a week (including UK Public / Bank Holidays). Where a fault is reported outside of the working hours for this service, the fault will be treated as if it has been reported at the beginning of the next working day.  Work will normally only be carried out during the working hours for this service.  Where BT/Openreach Engineers are working on a fault at the end of the normal working hours for this service it may be possible for work to continue working at the Company’s request; however this will only be possible if BT/Openreach Engineers are available.  There may be an additional charge for such work.

 

Total Care

This service operates 24 hours a day, 7 days per week including Bank and Public Holidays. BT/Openreach will respond within 4 hours of receipt of a fault report. BT will advise the Company’s nominated contact of the progress being made to clear the fault.