| Support Item | Pay as you go | Standard | Comprehensive |
|---|---|---|---|
| Training related, pre sales and system features support |
✔- no charge* | ✔ | ✔ |
| System Maintenance | ✔ | ✔ | |
| MAC (Moves / Adds / Changes) | ✔ - no charge* | ✔ | ✔ |
| General user support | ✔ | ✔ | |
| Local backup | ✔ | ✔ | |
| Preventive maintenance | ✔ | ||
| On site travel | ✔ | ||
| Emergency services | ✔ | ||
| Telecom provider related services | ✔ | ||
| VoIP related network troubleshooting and configuration |
✔ | ||
| Typical support response time | 24 hours | Same day | 3 hours |
| Support availability | 8x5x7 | 8x5x7 | 24/7 |
* Free training is provided over remote screen sharing and limited to 3 hours/year
* MACs - changing or adding users and help with password reset is limited to 3 user changes/month
All newly installed equipment, software and services are covered at a Comprehensive Support level for 30 days from installation or activation at no additional charge. Please note that system updates are only available to customers with current system warranty.
Support rates
Pay as you go
Pay as you go support is available 9-5 Mon-Friday and billed at a standard rate of $195/hour.
Standard support
Basic support contract is billed annually at $4.5/user-license/month. All services not included in this plan are billed at a standard rate of $185/hour.
Comprehensive support
Complete support contract is billed annually at $6/user-license/month.
Exceptions:
If customer declines to extend warranty coverage after initial coverage expires, all hardware failure incidents or problems requiring system update are covered at “best effort” and may require purchasing of replacement equipment or system warranty form system manufacturer.
Definitions
Training related, pre sales and system features support
This service covers answering training related, pre sales and system functionality/features related questions.
System maintenance
This service includes operating system updates, PBX software updates (for customers with active warranty coverage only), checking log files for problems and checking available disk space.
MAC (Moves / Adds / Changes)
Changing extensions, adding or removing employees, changing voicemail and MXIE passwords, and any basic extension level changes.
Local backup
Setting up local backup and training company employee on how to perform backup procedure.
Preventive Maintenance
Automated weekly offsite backups, proactive installation of system updates (for customers with active Zultys warranty coverage only) and patches.
Emergency services
Any problem preventing users from making outbound or receiving incoming calls is considered an emergency. Emergency services cover same day support and on site technician presence if required. In addition, spare system will be deployed as needed or new virtual image configured to resolve the problem.
General user support
Support for problems related to phone system configuration, user interface, hardware phone device, Mobile, e-fax, chat and voice mail. Computer OS or LAN or WAN network related support is not included.
On site travel
Travel of a technician to customer site when required.
VOIP related network troubleshooting and configuration
Diagnostics and resolution of network problems affecting voice services, such as bad voice quality, dropped calls and one-way voice.
Telecom provider related services
Working with telecommunication providers to resolve problems related to outages, inaccessible phone numbers, number porting and adding phone numbers, e-911 configuration and call redirects
What is not covered
Any problems not directly related to phone system, VOIP devices, software or services connected to phone system are not covered. For example end user workstation OS or servers OS problems, network problems causes by equipment not provided by Vatacom. If such support is requested it will be billed at a standard rate of $145/hour.
Notice
Vata Communciations, Inc reserves the right to change, amend, modify, suspend, continue or terminate all or any part of the support plan either in an individual case or in general, at any time without notice.