What is INCLUDED in a 24×7 contract?
24×7 includes 30-minute remote minor Moves, Adds and Changes. Any work that takes over 30 minutes is billable at our Time & Materials rates. Please note that having a 24×7 maintenance contract does not mean that you will never get invoices for work provided by Towner Communications. The coverage in a warranty contract is meant to provide you priority scheduling and emergency technical assistance and replacement of warrantied parts in a timely manner.
Minor Moves Adds and Changes that can be done under 30 minutes:
- Updating a username on a phone
- Updating the name on a mailbox and the email address for unified messaging
- Reset voicemail password
- Reset hotdesk user PIN number
- Change 1-3 button programming on one extension
- Updating one existing greeting in the system
- Adding or deleting 1-3 members from a ring group
Moves, Adds and Changes that are not covered:
- Redesigning and reprogramming auto attendant
- Setting up NEW phone programming
- Fixing existing issues that were not programmed initially by Towner Communications
- Training your new employees
- Change button programming on more than one phone
- Setting up new greetings or auto attendants in the system
- Setting up new ring or hunt groups
- Installing software on PCs
- Installing new cables & jacks or troubleshooting existing ones
What does 8×5 contract cover?
The coverage in a 8×5 warranty contract is meant to provide you priority scheduling and emergency technical assistance and replacement of warrantied parts during business hours 8am to 5pm.
Please note that having an 8×5 maintenance contract does not mean that you will never get invoices for work provided by Towner Communications. 8×5 contracts do not have coverage for moves, adds or changes (see above) so service request for system changes will typically be billable.
What if it’s not a Move, Add or Change?
If you have an issue where a phone isn’t working properly, or a feature does not work. Those issues will be addressed by a technician and may be covered under your warranty contract if they are directly related to a Mitel software issue that we work with Mitel to correct. User errors and re-training are typically not covered and will be considered a MAC. If you need to make major changes we can provide a discounted block of time to help alleviate some of the additional bills you may incur.
What is an emergency?
In an emergency as a warranty contract customer your ticket is automatically routed to the front of the line, bumping and work that was previously scheduled. Critical system failures that count as an emergency are defined as the following:
|Complete work stoppage. All customer’s users are impacted.||Complete system resets, loss of all trunks or a majority of phones / appliances going out of service regularly, i.e., several times a week. Messaging system or all voice mail ports going out of service regularly, i.e., several times a week. Messages not being captured / delivered causing financial penalties. Loss of data collection service regularly, i.e., several times a week. Consistently incorrect report statistics, phantom / ghost calls or invalid icons, that directly prevents a call center manager from managing their call center and causes the business to pay major penalty clauses|
|Complete or partial work stoppage and/or difficulty using system. Multiple customer’s users are impacted||System resets once or twice a month, loss of trunk links or a minority of phones / appliances going out of service. Common telephony features consistently working incorrectly, i.e., calls misrouting or being lost in the system. Messaging system reboots once or twice a month or a majority of voice mail ports going out of service / ring no answer. Non delivery of non-important messages or late delivery of messages. Loss of data collection service once or twice a month. Regularly incorrect report statistics, phantom / ghost calls or invalid icons, that impacts a call center manager from effectively managing their call center.|
|Complete or partial work stoppage and/or difficulty using system. A group of users (provincial, regional or municipal) or a single user is affected.||A small minority of trunks or phones / appliances going out of service. Telephony features periodically working incorrectly or under specific conditions. A minority of voice mail ports going out of service/ring no answer. Non-key functionality working incorrectly. Delay to data collection service. Intermittently incorrect report statistics, phantom / ghost calls or invalid icons under unique conditions, that has little impact on a call center’s efficiency.|
Low / Information
|Partial work stoppage and/or difficulty using system with a possible workaround. A group of users (provincial, regional or municipal) or a single user is affected.||Trunks or phones / appliances working normally, but status indicates otherwise. Uncommon telephony features intermittently working incorrectly or under specific rare conditions. Spelling mistakes in the text associated with any product. Forgotten passwords. Requests for information available in Mitel technical documentation and user guides.|
Important things to note that may not meet emergency criteria- applications such as unified communications or call accounting down, this typically does not impede everyday phone function/usage. These fall under the other criteria rather than emergency. As a contract customer your issues are always given a higher priority than other customers with out contracts.
What if I am unsure and need to know if we will get an invoice before entering a ticket?
When in doubt send an email to firstname.lastname@example.org with an explanation and detail of your issue and ask that someone reach out to you before any work is done to discuss whether this is billable or not. We are happy to help out in any way we can!