Algo Maintenance Contract
Your telephone system is a powerful business tool. Despite the introduction of new technologies such as email, web access and wireless mobility - contact by telephone remains the #1 method our customers and clients use to reach us. Yet many customers choose to run their business without the protection of a telephone system maintenance contract.
By choosing to protect your telephone system with a maintenance contract, Algo will guarantee response times – within 2 hours for a major failure, 4 hours for a minor failure*.
With a maintenance contract:
- You will have guaranteed access to critical spares. Our service centers in Burnaby and Victoria are stocked with critical spares ensuring our customers under warranty and maintenance can be up and running quickly should they require part replacement.
- You will have a “work to completion” guarantee. Our technicians will continue to work onsite until your system is up and running and dial tone is restored.
- Software support is included, providing access to manufacturer released corrective software updates.
- Escalation procedures are in place within Algo to ensure your system is up and running quickly. Escalation procedures include access to second and third level support.
- The cost for labour and part replacement is covered by your maintenance contract thus ensuring your business will not experience any unexpected costs.
Customers not protected with a maintenance contract are advised that our response time for customers not protected with a maintenance contract, is based on best effort. Best effort means just that – we will make our best effort to have a technician out to your site as quickly as we can, once we have taken care of our maintenance/warranty customers and those customers that have previously scheduled MAC work booked on that particular day.
On a slow day this may mean we will be there within 4 hours. On a busy day or a busy week – you could wait longer than a day for service. How will your customers contact you? What is the potential revenue loss your organization will incur if you have no telephone service longer than one hour? one day? two days?
Without a maintenance contract:
- Algo cannot guarantee a response time should you experience a failure with your telephone system.
- We cannot guarantee access to critical spares that may be required for part replacement should a part fail.
- We cannot offer you software support and apply critical service updates that may be required to correct specific software related issues.
Algo Communication Products has six maintenance options for you to choose from, depending on your system type. Please contact your sales representative today to review and design the maintenance option that is best for you 604-438-3333.
*Major Failure is defined as: The product’s central processor or any attached processor cannot receive or retrieve information; any attendant console cannot place or receive calls; a minimum of 20% of all telephone or data ports cannot place or receive calls or a business-affecting ACD station or group failure, a minimum of 20% of all trunks are inoperative or the lead trunk of any group is inoperative; or a previously defined prime telephone or service feature is inoperative. All other issues are defined as Minor Failures.