|
Features
Standard Features
Support Access Method(s)
These are available access methods for obtaining support per support package.
Email Ticketing
Our website allows easy management of all support tickets. Customer can search, view, and sort the tickets by various statuses.
Online Chat
Online web-based chat offers immediate response resulting in a speedy resolution to your issue.
Response Time
We strive to respond to our customers' issues as soon as possible. Response time for each package is stated above.
Availability
Each tech support package is available during stated days/times.
Hardware Warranty and Replacement
As part of our system maintenance all hardware supplied by us is warranted. Should any part of a system become faulty we shall replace it.
System Monitoring
In order to prevent any issues distrupting system services, we shall setup and maintain a remote system monitoring service. This service monitors all critical system functions triggering appropriate alarms should a system fault be detected.
Updates & Upgrades
Minor Software Upgrades
Minor upgrades are included in the service. These are defined as: x.1, x.2, x.3, etc. Major software upgrades are not included and include an extra fee, these are defined as: 1.x, 2.x, 3.x, etc.
Firmware Updates Service
All our maintenance packages inclue system firmware update service. More details can be found here: http://www.bicomsystems.com/services/C/P/306/116_2819/
As the latest stable versions of firmware become available, each supported handset on your network is automatically updated as part of the system maintenance package.
|
