Support Services

For peace of mind we recommend a support contract. 

For a fixed fee, payable quarterly by Direct Debit, your equipment is covered against the cost of all parts and labour required to correct faults arising from fair wear and tear. We maintain a dedicated team of support engineers and large stock of spare parts to enable us to maintain an extremely high level of service (reported faults are cleared in around two working hours from receipt of a call for service on average).

We make extensive use of computer-based remote maintenance and diagnostic equipment to enable us to diagnose and fix faults in the shortest possible time.

The support contract also offers you free access to our technical support engineers, who will be happy to assist you with any queries you may have on the operation or capabilities of your equipment.

If you have a support contract and wish to report a fault, or require advice, please call.

0870 870 8700

 

FS11942

We are accredited to International Quality Standard BS EN ISO 9001:2000 for the supply, installation, and support of telephone call routing apparatus and ancillary systems by the British Standards Institution (BSI), who inspect us at least twice a year. Our Certificate Number is FS 11942.   The International Standards Organisation (ISO) states:- "ISO 9001:2000 specifies requirements for a quality management system where an organization needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements, and aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements."

Why should I have a support contract, why not just pay for service when I need it?

A fair question, here are some answers.

• You can't afford not to. With more and more reliance on the phone system it is essential that downtime is minimised.
• Your maintainer will build up a knowledge of your system, how it is programmed and how you use it. He will therefore be able to deal with a fault much more quickly than someone who is unfamiliar with it.
• When you don't have a contract, you are paying by the hour, the longer the job takes, the more the contractor makes. With a support contract, the longer the job takes, the more it costs the maintainer, not you.
• Under a support contract the maintainer is encouraged to prevent further breakdowns by preventative maintenance. The more he gets called out, the less profit he makes. On a "pay as you go" basis there is no such incentive. The more you call him out, the more money he makes.
• Maintainers will always give priority to contract customers.
• Parts are expensive, some of the circuit boards cost up to £2,000 each. A support contract protects you from unplanned expense.
• With your phone system down and your business at a standstill you are very vulnerable to being ripped off and normally have to accept whatever is on offer, regardless of price, competency, or ready availability of parts.