Maintenance Packages to Give You Peace of Mind

We don’t have to tell you the level of disruption your business would suffer if your phone system was to ever go down. We realise the importance of cost effective reliable support for your telephone system and offer maintenance packages to suit all business sizes, both hosted and on-premise systems are supported. Our maintenance packages are designed to give you peace of mind and the knowledge that if any problem does arise our highly experienced engineers who specialise in fault resolution will be on hand to help. We have robust processes in place to ensure your fault/queries are triaged and resolved within the agreed service level agreement.


Maintenance Cover

Yellowcom Maintenance Structure

* - Phone system maintenance will be automatically charged after 12 month free period. This will be charged yearly on a per extension basis. By default, 9-5.30 maintenance option will be applied. Upon customer request, their maintenance will be upgraded to the 365 247 package.
- Line Protection will be automatically charged after 3 month free period. This will be charged monthly on a per line/channel basis.
- Fraud Prevention will be automatically charged after 3 month free period. This will be charged monthly on a per line/channel basis.

**Router Protection will be automatically charged after 3 month free period. This will be charged monthly and per broadband connection. If the customer receives a 365/247 phone system maintenance, router protection will also be included for 365/247 cover. Otherwise, router protection is a 9-5.30 product and any work completed out of hours will be chargeable.

***Cabling installed by other parties is not included within phone system maintenance.

Openreach Care Level 4 and Broadband Business Care are opt in products and will be applied upon customer request.

If any works (remote or on-site) are required without the appropriate maintenance product, both equipment and labour will be chargeable.
Any equipment without the appropriate maintenance product can be replaced/repaired under standard manufacturer’s warranty with the limitation that if any remote or on-site support is required in replacing the equipment, labour time will be chargeable.


SERVICE LEVEL AGREEMENT
With clear response and fix times both parties can have confidence in fault resolution within a timely manner.

Again, If you have any questions regarding the SLA, please get in touch and we'll be happy to assist.

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