Disruptions in your communication infrastructure can be time consuming, resulting in lost revenue and unexpected costs. Ensure your communications investments are protected by selecting the correct Partner and proper ongoing support plan.
Hardware Support
- iCON Proactive Monitoring
- Alarm Diagnostics and Resolution
- Parts Replacement and Labor
- Remote Troubleshooting
- Help Desk Support Access
- Emergency Service Plan
- Enhanced SLAs
- Priority On site Dispatch
- No Trouble Found Visit = No Charge
- Preventive Service Visits
- Power Surge Protection
- SPS Customer Training
Coverage Plans
Coverage Plans to Fit Your Business
- 24 x 7 x 365 Full Coverage
- 7 x 7 Extended Business Day
- 8 x 5 Business Day
- Customized Coverage
Hardware Maintenance Coverage Options
- Full Service Coverage
- Full Service Switch Coverage
- Remote Monitoring with Part Replacement
- Remote Monitoring
To help your business fully leverage intelligent communications, it is important to keep your software running at peak performance. Utilize the latest software release to empower your business with powerful tools and help your business gain a competitive edge.
Software Support
- Remote Diagnostics / Troubleshooting
- Access to Technical Resources
- Software Service Packs and Patches
- Minor Software Releases
- Access to Product Correction Notices (PCN)
- Software Support for Self-Maintainer
- Software Media Replacement
- Maintenance Service Permissions (MSP) (Version CM 5.0 or later)
Software Support plus Upgrades (Add-ons)
- Maximum Investment Protection
- Major Software Upgrades
- InSite Knowledge Management
- HealthCheck System Performance
- Priority Queueing for Global Service Delivery
Coverage Plans
Coverage Plans to Fit Your Business
- Software Support
- Software Support plus Upgrades
- SPS Joint Service Delivery (JSD) Authorized
Software Maintenance Coverage Options
- SS - 1 to 5 years
- SS+U - 3 to 5 years
- 24 x 7 x 365
By combining the best of SPS and Avaya Global Service (AGS) capabilities, we deliver Best-in-Class service and support. As your trusted partner, SPS is accountable for all services delivered. This combination of talent focuses on delivering flawless support and high availability of your communications infrastructure. Stay focused on your customers and other strategic initiatives while leaving the day to day maintenance and support to SPS.
Support
- iCON Network Management
- AVAYA EXPERT SYSTEMS
- Alarm Diagnostics & Resolution
- Remote Troubleshooting
- Help Desk Support Access
- Avaya Maintenance Service Permissions
- Parts Replacement and Labor
- Emergency Service Plan
- Enhanced SLAs
- SPS Tier I to Tier IV Support
- AVAYA Engineering Direct Access
- No Trouble Found Visit = No Charge
- Preventive Service Visits
- Power Surge Protection
- Priority On-site Dispatch
- SPS Customer Training
Coverage Plans
Coverage Plans to Fit Your Business
- 24 x 7 x 365 Full Coverage
- 7 x 7 Extended Business Day
- 8 x 5 Business Day
- Customized Coverage
Hardware Maintenance Coverage Options
- Full Service Coverage
- Full Service Switch Coverage
- Remote Monitoring with Parts Replacement
- Remote Monitoring / Remote Support
Please see the Download Center - TotalCare Services