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| Otscom provides three levels
of hardware maintenance and support services to customers: Bronze Service, Silver
Service, and Gold Service. |
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| All three Hardware Support services include the following basic services: |
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| 1. 24x7 technical phone support. |
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| 2. 1 hour phone response from receipt of initial phone call for support. |
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| 3. Routing to field dispatch when on-site maintenance is required (for customers with
service contracts or |
| with a request for service on a time and material basis). |
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| 4. Customer access to the following information via the World Wide Web: |
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| 5. Technical product information and FAQ's. |
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| 6. Non-billable software updates via the World Wide Web. |
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| 7. Software release notes. |
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| Definition of On-Site Maintenance and Support Services: |
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| Bronze Service-8X5, M-F. |
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| The Bronze Service program expands
upon the basic Help Desk Service and includes shipment of replacement parts and products.
Customers first contact Otscom via the toll-free number where our specially trained
Network Engineers will attempt to isolate problems and resolve them over the phone on an
8X5, M-F basis. If replacement equipment or parts are necessary (at Otscom's
discretion), Otscom will provide overnight shipment of the part/equipment if the
customer contacts Otscom before 2:00 PM EST. Otherwise, next-day shipment will be
provided. |
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| Silver Service - 8X5, M-F,
response time 6 hours (On-Site Same Day Maintenance) |
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| Customers first contact Otscom
via the toll-free number where our specially trained Network Engineers will attempt
to isolate problems and resolve them over the phone on a 7x24 basis. If on-site
support is required, a Customer Service Engineer (CSE) will be dispatched and arrive
within four working hours of the dispatch. On-site dispatch of CSE's will be provided
24 hours per day, Monday through Sunday through the 24x7 Maintenance Plan.
(Applies to customers within a 80 KM radius of the nearest Otscom service office.)
Remedial maintenance services include equipment adjustments and replacement of parts,
when necessary. |
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| Gold Service - 7X24X365,
response time 4 hours. (On-Site 24x7 Maintenance) |
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| Customers first contact Otscom
via the toll-free number where our specially trained Network Engineers will attempt to
isolate problems and resolve them over the phone on a 7x24 basis. If on-site support is
required, a Customer Service Engineer (CSE) will be dispatched and arrive within four
working hours of the dispatch. On-site dispatch of CSE's will be provided 24 hours per
day, Monday through Sunday through the 24x7 Maintenance Plan. (Applies to customers within
a 80 KM radius of the nearest Otscom service office.) Remedial maintenance services include
equipment adjustments and replacement of parts, when necessary. |
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Telecommunication
Ergonomics & Furniture
Installation
Equipment Procurement
LAN/WAN Cabling
Network Management
Help Desk
ServGate
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