York Telecom Maintenance Plans
Premier Maintenance Plan
The Premier Maintenance Plan provides comprehensive maintenance and support for customers that require the highest level of responsiveness and on-site support. The Premier plan provides 24 hour 7 day a week telephone support, on-site engineering assistance, advanced hardware replacement, user training, and 24 hour access to our video test facilities. The Premier maintenance plan is the ideal choice for customers running mission-critical communications networks.
The Premier Maintenance Plan includes the following services:
n 7 x 24 Telephone Support with 1 hour response
n Next Business Day On-Site Maintenance
n 24 hour advanced parts replacement for major hardware and peripherals
n Software Updates per manufacturer licensing agreements
n 24-hour access to video test facilities
n Remote Diagnostic Support
Enhanced Maintenance Plan
The Enhanced Maintenance Plan provides comprehensive maintenance and support for customers that require a high level of responsiveness and on-site support. The Enhanced plan provides telephone support Monday through Friday 8 AM to 8 PM standard time, on-site engineering assistance, advanced hardware replacement, user training, and 24 hour access to our video test facilities. The Enhanced maintenance plan is the ideal choice for customers running large enterprise communications networks.
The Enhanced Maintenance Plan includes the following services:
n 5 x 12 Technical Support with 2 hour response
n Next Business Day On-Site Maintenance
n Next Business Day Shipment for codec and MCU parts replacement
n Two Business Day Shipment for parts on other major hardware and peripherals
n Software Updates per manufacturer licensing agreements
n 24-hour access to video test facilities
n Remote Diagnostic Support
Standard Maintenance Plan
The Standard Maintenance Plan is designed for customers who install and maintain their own networks. The Standard plan provides telephone support Monday through Friday 8 AM to 5 PM standard time and advanced hardware replacement of critical components. On-site support is optional and available on a request basis. The Standard maintenance plan is the ideal choice for customers that need responsive technical assistance.
The Standard Maintenance Plan includes the following:
n 5 x 9 Technical Support with 4 hour response
n Next Business Day Shipment for codec and MCU parts replacement
n Three Business Day Shipment for for other major hardware components
n Software Updates per manufacturer licensing agreements
n Remote diagnostic support limited to ½ hour per incident