Remote Support
Vive certified engineers are available for troubleshooting, programming or general questions
Remote Support 8 x 5 or 24 x 7
With a Vive Remote Support contract key everyday programming and training questions are addressed by Vive certified engineers in a timely fashion. With remote access to the customers network Vive can address all troubleshooting requirements and determine if on-site support is required.
By enalbing remote access our engineers are able to minimize any potential downtime in the event of a business affecting issue.
FAST SUPPORT
SEE HOW WE CAN HELP TODAY
We can determine right away through our remote portal if the issue is related to the equipment onsite or if it resides on the line provider side.
Please explore some of the key benefits below to see how you can leverage Vives remote support services to safeguard your business.
Support Packages
Silver
Our basic remote support contract. Included are remote MAC (Moves Adds and Changes) and reactive remote diagnostics which allows for faster recovery for system outages minimizing your downtime.
Gold
Our base level remote and hardware coverage contract. Included are remote MAC and reactive system monitoring and diagnostics. Additionally gold coverage provides free hardware replacement of IP Office Core components and onsite labor for covered equipment with guaranteed SLA’s (Service Level Agreements) and a 15% discount for onsite rates for (MAC).
Platinum
Vive Communications flagship maintenance coverage which includes remote MAC, reactive system alarm monitoring and diagnostics. In addition free labor and hardware replacement coverage of IP Office Core components including APR (Advanced Parts Replacement) with Guaranteed SLA’s for core components. Free APR of Avaya telsets shipped to site. All specified non-Avaya adjuncts on contract covered for free hardware replacement. For example, Bogen paging, Fax finder/server, Xima, Zeacom and a 15% discount for onsite (MAC) rates for moves, adds and changes. Service related patch management.
Key Benefits
Remote Support
In most cases, network connectivity eliminates onsite visits therefore reducing overall cost for customers. Remote Support in conjunction with your Avaya IP Office eliminates the vendor finger pointing by utilizing the strength of your VOIP solution and Vive engineers.
UNLIMITED MOVES
From simple everyday administrative changes to advanced auto attendant restructuring. No task is too big nor small.
PRIORITY QUEUEING
Customers with a remote support plan will be immediately connected with an agent to address any issue.
REMOTE DIAGNOSTICS
At Vive we utilize a proactive monitoring method to identify any potential issues before they even exist.
ACCESS TIER 4 ENGINEERS
No matter how complex the issue, there are Tier 3 & 4 engineers available to diagnose and ressolve complex issues.
Move forward at a pace that's comfortable for you. Optimize your setup and save money at the same time. Let Vive show you the way.
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