Why have a Maintenance Agreement

If your organisation needs to comply or is obligated to offer a communications solution to meet a level of compliance for OH&S, maintenance will assist you in this obligation  

SSP; Unify Support
Remote Working; Remote Working monitoring
If your communications system is a critical part of your business, you may wish to consider if your own internal policy dictates that all critical equipment be covered by a service level agreement. If you are providing a duty of care for staff of clients, please be aware that a fee for service option will not meet this compliance standard. Customers who select to utilise our fee for service option will receive our best effort support and response times, failed components may have to be ordered as we will not be able to supply components from our emergency support stock.  

Examples of Support with and without a Maintenance Agreement

A Component Failure stops your phones working

This would be fully covered under a maintenance agreement

  • We would respond within 3-hours
  • We would replace the faulty component
  • Parts and labour are included
  • You would be back to operating within a few hours
  • You would suffer minimum loss of sales and service to the business

    • A lightning strike brings your phone system down

    This would be partly covered under a maintenance agreement

  • We would respond within 3-hours
  • We would replace the faulty component
  • Parts and labour would be charged to you, and you would make a claim on your insurance
  • You would be back to operating within a few hours
  • You would suffer minimum loss of sales and service to the business

    • A power surge from a power disruption or failure damages your phone system

    This would be partly covered under a maintenance agreement

  • We would respond within 3-hours
  • We would replace the faulty component
  • Parts and labour would be charged to you, and you would make a claim on your insurance
  • You would be back to operating within a few hours
  • You would suffer minimum loss of sales and service to the business

    • You have an issue with voice quality

    This investigation would be covered under a maintenance agreement

  • We would respond within 3-hours
  • We would investigate the issue
  • We would contact you with our findings and a solution
  • This could be a firewall issue, a software patch, an internet update etc.
  • The solution would be implemented, by EvotecPlus or your In-house IT Team
  • You would suffer minimum loss of sales and service to the business

    • Without a Maintenance Agreement

  • We would respond at best effort timing - this could be approx. 5 days
  • We would identify the fault
  • We would order the faulty parts
  • Parts and Labour would be invoiced to you
  • you will be off the air until the parts come in
  • Once the parts have arrived, a time will be booked to come to site for installation, this will be a best effort timeframe and may be subject to change
  • This labour will be charged to you
  • A band-aid solution can be put in place, at a cost to you

    •

    Without a Maintenance Agreement

  • We would respond at best effort timing - this could be approx. 5 days
  • We would identify the fault
  • We would order the faulty parts
  • Parts and Labour would be invoiced to you, and you can make a claim on your insurance
  • You will be off the air until the parts come in
  • Once the parts have arrived, a time will be booked to come to site for installation, this will be a best effort timeframe and may be subject to change
  • This labour will be charged to you
  • A band-aid solution can be put in place, at a cost to you

    •

    Without a Maintenance Agreement

  • We would respond at best effort timing - this could be approx. 5 days
  • We would identify the fault
  • We would order the faulty parts
  • Parts and Labour would be invoiced to you, and you can make a claim on your insurance
  • You will be off the air until the parts come in
  • Once the parts have arrived, a time will be booked to come to site for installation, this will be a best effort timeframe and may be subject to change
  • This labour will be charged to you
  • A band-aid solution can be put in place, at a cost to you

    •

    Without a Maintenance Agreement

  • We would respond with a best effort timeframe - this could be approx. 5 days (or emergency rates can be evoked)
  • We would investigate the issue
  • We would contact you with the investigation findings and solution
  • Time allocated to the investigation will be invoiced to you
  • The solution would be implemented - If implemented by EvotecPlus you will be invoiced for the time it takes to fix the issue

    • PriorITel Agreement Benefits

    Priority Service

    Three-hour response time for any total system failure or main operator console failure causing severe disruption to the operation of the system. Next day business responses for all other faults as deemed non-urgent. 

    These response rates apply for service issues logged between the hours of 8:30am and 6pm, Monday to Friday, excluding public holidays

    A PriorITel customer will take priority in the service queue and will get seen to before any booked job for a non-maintenance customer

    Non-Maintenance customers must be aware that their response time is best effort and a job can be rescheduled at any time 

    Complimentary remote changes

    You will receive a nominated number of complimentary remote changes. The quantity of changes you receive is tailored to your agreement. 

    Once this number is reached, remote changes will be charged to the customer at a discounted rate. 

    For all customers with no Maintenance agreement, the remote changes fee can be found on the Price List 

    12-Month parts and labour warranty

    Provision of all labour and resources to maintain the ongoing functionality of the equipment, including replacement of component parts, assemblies and sub-assemblies requiring replacement due to normal wear and rear. 

    All integral parts to your solution will be stored on-hand, in the case of an issue you will not have to wait the ordering time for the new part. It will be installed straight away, and the back-up part will be re-ordered and stored at no cost to you 

    This warranty does not affect your consumer tights on products 

    Without maintenance you will not have access to the pool of spare parts and will have to order the part and wait the period it takes to be delivered before it can be installed 

    This warranty does not affect your consumer rights on the products. 

    Discounted Service Rates

    Any additional work performed to a maintenance customers system, which is not covered under their agreement will be discounted. These discounts can be seen on the Price List 

    No discount will be applied for those customers who don’t hold a Maintenance Agreement. Service rates can be found on the Price list 

    Complimentary service and training vouchers

    As a customer with a Maintenance Agreement you will receive vouchers that can be redeemed for purchase of a call-out
    To ensure your staff maximise use of your system, complimentary training sessions will be provided during each year of your maintenance contract, training is at your request.
    The number of service vouchers and training sessions is tailored to your agreement

    No discounts shall be granted in the case of a customer without a Maintenance Agreement 

    Training sessions are available to all customers, however with out a maintenance agreement the sessions are chargeable 

    Loan Handsets

    Should the occasion arise when a fixed or digital cordless handset require replay, PriorITel customers will receive complementary loan equipment. 

    If you  are without a maintenance agreement, you have the option to lease the loan equipment until the time where you device is repaired or replaced 

    Security Updates

    Due to the complexity of systems running over internet, Maintenance customers have access to free software patches, in conjunction with Unify Software Support. 

    These patches can help with voice quality, protection against hacking and overall security of your system. 

    The patches will be loaded to the PriorITel customers system as they become available 

    For non-maintenance customers, the installation of software patches are chargeable and must be requested by the customer. 

    Customers must hold Unify Software Support to be eligible for patches 

    Service Price List