West-Tech Communications is committed to customer satisfaction through the delivery of our unique maintenance plans. These plans, described below, are designed to optimize the reliability and performance of your communications system 24 hours a day, 7 days a week.

While our support plans include a comprehensive parts warranty, it is important that you also consider a total maintenance program. Parts replacement is just the beginning. There are many other considerations that can affect your costs, capabilities, and functionality. Our service plans cover the following depending on the option selected:

Platinum Support Plan

MAINTENANCE

  • 7 X 24 X 365 Service
  • Priority queue for service requests
  • Guaranteed Emergency Response – 2 hours
  • Guaranteed Non-emergency response – 16 Business Hours
  • Remote System Access (configuration dependent)
  • All service and replacement of defective parts  (per factory recommendation)
  • Waiver of labor charges for “no trouble found” service calls
  • Waiver of labor charges for “no trouble found” carrier calls
  • After Hours Service-No additional charge (Emergency) 
  • 24 Hour Help Desk
  • No Administration fee or trip charge
  • Preventative Maintenance – Quarterly Visits – includes back up and archiving of system databases
  • Cleaning and Inspection of  purchased Switch Room Equipment (Annual)
  • Replace Handset/Base Cords as needed
  • Diagnostic Time

EQUIPMENT WARRANTY

  • Parts listed on Schedule A are covered under system warranty.
  • Replacement parts that are end of life will be replaced with parts that are of equivalent or greater function.
  • If replacement parts are not in stock, every effort will be made to get mission critical parts shipped overnight

TECHNOLOGY UPDATES

  • Software Upgrades (current versions)
  • Waiver of all labor charges for software upgrades
  • Software Problems and Performance Enhancement Patches (PEP’s

MOVES, ADDITIONS AND CHANGES

  • 3-5 Business Days For Moves, Additions or  Changes
  • Waiver of labor charges when telephones or station cards are added
  • Unlimited Training for personnel on system functionality
  • Remote System and on site programming changes
  • Additional user guides/Designation Strips
  • No charge for Customer Advocate support such as recording of automated attendant greetings, change of time on system, etc.
  • * Cabling, complete move of phone system or voice mail are not included

BI-ANNUAL BENEFIT REVIEW- Your Account Executive or our Customer Advocate will discuss with you:

  • A Review of expected benefits and ensure realization
  • A Review of employee usage and schedule any needed training
  • Discuss new initiatives and objectives to implement new technology
  • Audit local and long distance charges and make recommendations if desired

ANNUAL BENEFIT REVIEW – Our Engineering Staff and your Account Executive or Customer Advocate will discuss with you: 

  • Annual Network Audit – ensure that all circuits billed by carrier are in use
  • Annual System Audit (covers all system enhancements and application developments)

Gold Support Plan

MAINTENANCE

  • 8-5, M-F Service
  • Priority queue for service requests
  • Guaranteed Emergency Response – 2 hrs.
  • Guaranteed Non-emergency response – 16 Business Hours
  • All service and replacement of defective parts (will be per factory recommendation)
  • Remote System Access (configuration dependent)
  • Diagnostic Time
  • No Administration fee or trip charge
  • Preventative Maintenance – Annual Visits – includes back up and archiving of  system databases
  • Waiver of labor charges for “no trouble found” service calls
  • Waiver of labor charges for “no trouble found” carrier calls
  • 24 Hour Help Desk
  • Cleaning and Inspection of Switch Room Equipment
  • Replace Handset/Base Cords as needed

MOVES, ADDITIONS AND CHANGES

  • 3-5 Business Days For Moves, Additions or Changes
  • Training for office personnel on system functionality – 2 per year
  • Remote System programming changes – 3 per year
  • Additional user guides/Designation Slip
  • * Cabling, complete move of phone system or voice mail are not included

ANNUAL BENEFIT REVIEW – Our Engineering Staff and your Account Executive or Customer Advocate will discuss with you: 

  • Annual Network Audit – ensure that all circuits billed by carrier are in use
  • Annual System Audit (covers all system enhancements and application developments)
  • A Review of expected benefits and ensure realization
  • A Review of employee usage and schedule any needed training
  • Discuss new initiatives and objectives to implement new technology
  • Audit local and long distance charges and make recommendations if desired

TECHNOLOGY UPDATES (If applicable)

  • Software Problems and Performance Enhancement Patches (PEPs)

Block of Time

  • Pre-paid blocks of technician hours can be used to cover service, adds, moves, or changes that you might require over the course of 1 year.
  • By purchasing the block of hours, you get the labor at a discounted rate from the normal rate. Under this plan, the trip charge is waived.
  • Pre-paid hours can be rolled over from month-to-month, but at the end of the one-year period, unused hours are forfeited.
  • This is not an equipment warranty or maintenance agreement.