maintenance
The disruption to business caused by a telephone system
breakdown is something no organisation wants to experience.
That is why we have made maintenance support one of the
key support services we offer to ensure that this is
one area our clients don't have to worry about.
Every organisation's operational needs are different
so with this in mind we have made all our maintenance
cover truly flexible to ensure the guaranteed response
times your organization requires. We ensure that all
faults are dealt with quickly, efficiently and without
fuss to deliver you peace of mind. Cover options include:
Service Level Upgrades
We know no business stands still and our customers need
to be able to change and add to their service agreement
with us easily.
To start with, we include 15 minutes per day of free
remote programming for some customers to help with the
regular day to day additions and amendments that every
system needs, from adding new ring groups to barring
calls to specific numbers. We also offer a system health
check. An engineer will assess each system thoroughly
and check everything is running smoothly, backed up and
protected.
Customers can also upgrade their service levels to include:
- 4-hour response time
- Saturday cover
- 24/7/365 cover
- On-site engineer
- FLEX24: low cost 24 hour cover
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FLEX24
At IDN we understand that with differing needs, a 'standard'
contract may not always meet your specific requirements.
The FLEX24 service has been developed to cater for this.
It provides three basic stages between a contract with
full 24 hour cover and our standard 4 hour response contract
which provides cover between 09.00 and 17.00 Monday to
Friday.
By being registered on FLEX24 you can call out
an engineer out of hours, either to site or to dial in
remotely, as if you were on full 24/7 cover whilst only
paying for what you use (faulty parts remain covered
by your main contract).
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Standard Levels of Cover:
Monday to Friday:
- 16Hr Monday to Friday 9
to 5 Cover
IDN will respond to the fault either remotely or by sending an engineer
to site within 16 working hours, Monday to Friday, 9am to 5pm, excluding
Public and Bank Holidays.
- 8Hr Monday to Friday 9
to 5 Cover
IDN will respond to the fault either remotely or by sending an engineer
to site within 8 working hours, Monday to Friday, 9am to 5pm, excluding
Public and Bank Holidays.
- 4Hr Monday to Friday 9
to 5 Cover
IDN will respond to the fault either remotely or by sending an engineer
to site within 4 working hours, Monday to Friday, 9am to 5pm, excluding
Public and Bank Holidays.
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Monday to Saturday:
-
8Hr Monday to Saturday 9 to 5 Cover
IDN will respond to the fault either remotely or by sending an engineer
to site within 8 working hours, Monday to Saturday, 9.00am to 5.00pm, excluding
Public and Bank Holidays.
-
4Hr Monday to Saturday 9 to 5 Cover
IDN will respond to the fault either remotely or by sending an engineer
to site within 4 working hours, Monday to Saturday, 9.00am to 5.00pm, excluding
Public and Bank Holidays
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24 Hours:
Contract Coverage
Based on the
schedule of equipment detailed in the Agreement, IDN
Contracts include all parts and labour involved in
the resolution of problems resulting from fair wear and
tear. The customer is responsible for any damage caused
by electrical surges and lightning. Replacement consumable
items such as battery cells, ribbons etc. are not included
in IDN Contracts.
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Line Plant Wiring
Standard IDN Agreements do not cover the following items:
- Overhead, underground or external cabling
- Two wire telephone handsets (POT phones)
- Category 5 cabling
On PABX systems, cabling from the telephone system central
processing unit to the line-jack unit
Email: maintenance@idn.co.uk
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