Servicing New England for over 18 Years

TELEPHONE SYSTEM SUPPORT AGREEMENTS

Protecting Your Communications Investments

What exactly is Support for a telephone system?

Why do you need a Support Agreement?

A telephone system support program is not unlike a common health insurance program. Since most of us don’t have the medical know how to cure ourselves, we insure our health through monthly payments, just in case we need that expertise. This is the general idea behind telephone support agreements. Unless we have the expertise to do the repairs ourselves, we have to rely on the expertise of someone who does. And like health insurance, the high expense of telephone support coverage may tempt us to eliminate or reduce our coverage. Users must evaluate the risks versus the benefits.

Support covers both labor and replacement parts for repairs. Most interconnect companies offer a standard one-year warranty that includes the first year of support. After that time, unless you also purchased an extended warranty or support package, repair costs and replacement components become the responsibility of the system owner. Repair costs vary from system to system; however, a CPU failure could run into the $thousands of dollars$ In most cases, the price for a support agreement is computed based upon the size and complexity of the telephone system, with increases depending on other items included.

Unless your system is large enough (1,500+ users) to warrant an on-site technician, you would typically call and report problems to your telephone installation and support company when a repair problem arises. With a support agreement in place, the charges for service calls are included.

A repair problem ranges from a single telephone not working, to an outside line not working, to the entire system crashing.

Support shouldn't be confused with MAC (moves adds and changes) work; rearranging telephones or changing extension assignments and options are  not included in a support agreement.

Why AmeriCom?  

Authorized by NEC for the following states, MA, RI, NH, ME, VT, CT and NY.

Support is available to all customers in the US using NEC PBX equipment regardless of size. The AmeriCom Customer Support Center is the central point of contact. The center is staffed by customer support representatives, technical assistance specialists, and networking engineers. Our support staff routes our customers to the appropriate resource for quick troubleshooting, while a consolidated customer database stores information on customer equipment and enables quick and accurate dispatch.

Find out more about how AmeriCom’s Support Agreements can make a difference in your business.

Service Description

Customers demand uninterrupted telephone service, and AmeriCom is committed to providing the best service in the industry to ensure continued reliability and rapid resolution of any service event for the installed NEC PBX system. AmeriCom has been authorized by NEC to provide service, Installation and Adds, since 1985.

Support Agreements

Features and Benefits

AmeriCom supplies customers with a solid base of support provided by trained and certified PBX professionals. AmeriCom maintains a spare parts inventory locally and at strategic warehouse facilities across the US. With a fleet of repair trucks and parts availability, AmeriCom responds quickly to any system outage. Service levels are available from 5x9 to 7x24 with up to a 2-hour on-site response time. AmeriCom supplies the right amount of support depending on the customer's size, needs, and the stage of equipment warranty. Agreement types include:

     Gold Support

Ø  Coverage 24 hours/7 days a week

Ø  All equipment listed within this agreement (see the previous page for specifications)                          

Ø  Labor to diagnose and repair any hardware covered under this plan

Ø  Replacement of defective base and handset cords (does not cover customer damaged equipment)

Ø  Wiring and cabling problems (AmeriCom Inc. provided cabling/wiring only)

Ø  No trouble found" service calls

Ø   Additional user guides (up to 20% of equipped telephones)

     Gold Support Plus *

Ø   Includes Gold coverage, plus:

Ø   Discount on annual support premium

Ø   Discount on Network Carrier Services

Ø   Remote programming, Service and adds (system must be remote accessible)

Ø   Network carrier related service problems

Ø   Annual network carrier audit

Ø   Additional user training

     Silver Support

Ø  Coverage during "normal" business hours Monday through Friday, 8:00 AM to 5:00 PM. 

Ø  All equipment listed within this agreement (see previous page for specifications)

Ø  Labor to diagnose and repair any hardware covered under this plan

Ø  Replacement of defective base and handset cords (does not cover customer damaged equipment)

Ø   (Excludes holidays recognized by local Municipal Government Offices.)

    Silver Support Plus *

Ø   Includes Silver coverage, plus

Ø  Discount on annual support premium

Ø  Discount on Network Carrier Services

Ø  Network carrier related service problems

Ø  Annual network carrier audit

     T & M Support Protection Plan

Ø  Customers are scheduled on a “best effort” basis and are subject to additional charges (i.e. Unscheduled Service Rates)

Ø Best effort is defined as service that is fulfilled by available staff within scheduling constraints.

Complete Custom Technology Solutions

AmeriCom Voice and Data is a comprehensive technology company located in Massachusetts. AmeriCom sells, installs and maintains telecommunication systems, data products, security system and health care automation systems. Our long term partnerships with such renowned manufacturers as NEC, Active Voice, Zeacom, Adtran, Valcom and 3com allows us to customize, install and maintain a complete solution to fit your needs. Please contact us today; or for a list of additional products and services browse our web site.

Our company mission is to provide unequaled support and guidance before, during and after any of our system(s) installations.
 

Call for service today

888-541-4131