Copy of Maintenance Contract

DETAILS OF MAINTENANCE CONTRACT 

What is Maintenance?
Maintenance is a policy that we provide to help you to protect your investment.  The contract will cover your phone system for any faults that may occur due to normal wear and tear during normal office hours.  The Maintenance agreement covers the provision of helpdesk and on site support for all hardware.

What is covered under the Maintenance Contract?                                                     
Your maintenance contract will cover the cost of reticification of faults that occur through normal wear and tear- that is any engineering time, hardware or software required to resolves the fault. Password resets are also covered free of charge for Maintenanace customers only.

Spare Parts
We stock all spare parts that you may need for your phone system.  However, if a situation should arise where there is only one part in stock and 2 clients require that part, priority would be given to the client with the maintenance contract. Please note – if you are on a best endeavour contract we can not guarantee parts.

Response Times:

Software Levels
Software Upgares are chargable. You should be aware that in certain faults we may have to refer the issue to the manufacturer and they will refuse to work on a resolution unless the software level is currently supported by them. We will advise you at renewal each year if your software level is current and supported by the manufacturer. You may request that the cost of an annual or bi-annuual software upgrade is inculded in the cost of your support contract.

Moves, Adds & Changes
Any moves, adds or changes including programming changes are not covered and constitute chargable work. Before we undertake this work on your behalf you willl receive a quotation for approval. Similarly training subsequent to the installaltion is chargable.

How to log a fault:
You can log a fault by sending a mail to operations@ats.ie
In this mail you should include:

• Site name and location
• Contact name and number
• Nature of the problem
• Any other pertinent information

You will get an email reply notifying you that your call has been logged and issuing you with a unique reference number.Your call will then be issued to an engineer on the helpdesk and they will contact you directly to discuss your issue before they dial into your system.

You can also call the service desk directly on 01 207 9572

If we cannot fix the issue remotely, your fault will be re-assigned to a field engineer and they will attend site. You will be notified if a site visit is required.

What is not covered under the Maintenace policy?
Cabling, Door phone units, Cordless Handsets, Headsets, Eircom line faults, carrier issues if not with ATS Voice, Programming changes, Training, damage caused by user mishandling, flooding, Lightning or Power Surges.

The contract will cover the initial diagnostics that you log regardless of whether the item at fault is covered or not under the policy. However for the items listed above we will not cover the cost should the item need to be replaced.

Service Reviews
You may request a service review at any time where we will provide a report on all faults logged and actions taken to clear them. You may also request that the Operations Manager or Director review the response to your fault at any time.