ProTelecom provides end user customers with access to factory certified engineers and technicians for operations-related questions or troubleshooting and fault analysis support with unlimited toll free telephone hotline support. In the event of suspected trouble, the ProTelecom support personnel will work with end user customers local onsite support to isolate and correct all system or network related issues. Download the ProTelecom Maintenance Services overview.
Take a closer look at ProTelecom. See how organizations that rely on ProTelecom are truly pushing the greatness of collaboration forward.
PROTELECOM PREMIER MAINTENANCE
A limited maintenance program.
Unlimited toll free telephone technical support during business hours: ProTelecom support is available for end users during normal business hours. Upon receipt of the phone call from the end user, ProTelecom will provide the level of operational and technical troubleshooting support required to isolate or correct any system problem. The customer is required to provide a knowledgeable person to work with ProTelecom to isolate the source of the problem.
Escalated network troubleshooting support: Provides access to higher-level engineering expertise for resolution to more complex technical problems relating to customer-supplied peripherals and network services that are integrated with ProTelecom provided solutions. This value added service provides the customer with technical support services regardless of the nature and cause of the problem.
Software upgrades and updates: Provide manufacturers software protection services that include all new full releases, updates, release notes, software patches, and feature information relating to all audio visual and video conferencing systems.
Expedited parts replacement: Provides expedited replacement of all covered, failed hardware components. If by 3:00 PM local time the engineer determines that there is a hardware component failure or if there is an obvious malfunction, a replacement component will be dispatched on the same day for next business day delivery. The customer is required to return the defective part within 5 business days (North America) or 10 business days (outside North America).
PROTELECOM PREMIER PLUS MAINTENANCE
An unlimited maintenance program.
Unlimited telephone technical support: Provide 24 hours a day, 7 day a week, unlimited telephone hotline support. This service provides the customer with access to CTS and CVE factory certified engineers and technicians that will provide a full range of support for operations related questions, or troubleshooting and fault analysis support. In the event of suspected trouble, the ProTelecom certified audio visual and video conferencing technical support personnel will work with local site users to isolate and correct all system and-or network related issues. If operational or technical issues cannot be remotely resolved via telephone support, ProTelecom will dispatch a certified technician or engineer to arrive on-site the next business day. The customer must provide a knowledgeable, dedicated site representative to work via telephone with ProTelecom for the duration of the troubleshooting and repair phase of the service action.
Software upgrades and updates: Provide manufacturers software protection services that include all new full releases, updates, release notes, software patches, and feature information relating to all audio visual and video conferencing systems.
Repair and replacement of components: For problems that cannot be resolved over the phone, ProTelecom will schedule an on-site service call to resolve the technical issues. ProTelecom will make every attempt to repair the failed equipment. If the item is determined to be un-repairable by the manufacturer or is considered end-of-life, ProTelecom will provide a time and materials quote for the replacement of the failed equipment along with any programming support necessary to return the system to full operational status.
