Bronze Cover – Complete hardware cover available Monday to Friday (excluding bank Holidays) between the hours of 08:30 and 18:00. Faults that results in 50% system crash will  receive a response within 8 working hours, all other system faults will receive a response within 16 working hours.

Silver Cover - Complete hardware cover available Monday to Friday (excluding bank Holidays) between the hours of 08:30 and 18:00. Faults that results in 50% system crash will receive a response within 4 working hours, all other system faults will receive a response within 8 working hours.

Gold Cover - Complete hardware cover available Monday to Friday (excluding bank Holidays) between the hours of 08:30 and 18:00. Faults that results in 50% system crash will receive a response of a man to site within 4 working hours, all other system faults will receive a response within 8 working hours.

Platinum Cover - Complete hardware cover available Monday to Sunday (including Bank Holidays) 24 hours per day. Faults that results in 50% system crash will receive a response within 4 hours, all other system faults will receive a response within 8 hours

Platinum Plus Cover - Complete hardware cover available Monday to Sunday (including Bank Holidays) 24 hours per day. Faults that results in 50% system crash will receive a response of a man to site within 4 hours, all other system faults will receive a response within 8 hours

All of the above services exclude support of handsets which will be covered on a Next Business Day post out service

Definition of System Crash

System Crashes are classified as a 50% or more failure of any part of the system and or applications such as voice mail and Contact Centre Manager. – where these applications are specifically included in the system maintenance contract. For example if over half of the external trunk lines fail as a consequence of the system PRI modules, this is determined to be a system crash. Similarly if over half of the phones ceased to operate then this would be responded to as a system crash. Alternatively if an IP Controller  failed this would result in a complete failure of the system i.e. > 50% this is determined to be a system crash.

     
    

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