Maintenance Packages
Protect Your Investment
We have maintenance options available for either 24×7 or 8×5 support.
Maintenance Overview
All of our maintenance contracts are designed to make your life easier and assure you guaranteed SLA (service level agreement) responses for service impacting outages and priority queuing for non-critical MAC (moves, adds and changes).
VIVE can provide you with the manufacturer’s maintenance contract or a tailored plan that speaks to your needs and business demands.
Some of our clients have existing contracts or prefer writing their maintenance with the manufacturer, in those cases VIVE is prepared to assist you in getting those contracts initiated.
Moves, Adds & Changes
Remote Diagnostics
Hardware Replacement
Minimize Downtime
On-Site Dispatch
Emergency Service
Proactive Monitoring
Admin Training
Maintenance Features
With any Vive maintenance plan you can expect a full suite of support services to fix issues of any scope.
Response Time
Target Work Effort
Communication Plan
Every service issue is different. We take the size of the issue, the nature of work being done, and even the client’s unique preferences into account as we determine which type of communication plan is needed for a complete resolution.
Impact
Service Level Agreements
8 x 5 Business Hours Maintenance SLA
Response Time Correlated with Issue Severity
Priority #2 – Response Time: Up to 4 Hours
Priority #3 – Response Time: Up to 8 Hours
Target Work Effort Until Resolution
Priority #2 – Daily until resolved during 8×5 hours
Priority #3 – Complete within 24 hours done 8×5
Communication Plan
How We Gauge Severity
Priority #2 – Customer able to perform job function but performance is severely hindered.
Priority #3 – Minimal system impact; includes feature requests, MAC and other non-critical questions and changes.
24 x 7 Full Time Maintenance SLA
Response Time Correlated with Issue Severity
Priority #2 – Response Time: Up to 4 Hours
Priority #3 – Response Time: Up to 8 Hours
Target Work Effort Until Resolution
Priority #2 – Daily until resolved within customer business hours
Priority #3 – Complete within 24 hours done 8 x 5
Communication Plan
How We Gauge Severity
Priority #2 – Customer able to perform job function but performance is severely hindered.
Priority #3 – Minimal system impact; includes feature requests, MAC and other non-critical questions and changes.
Silver Maintenance Plan
Gold Maintenance Plan
Platinum Maintenance Plan
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.
ADDRESS
50 Braintree Hill Office Park
Suite 220
Braintree, MA 02184
ADDRESS
Vive Communications
PO Box 850820
Braintree, MA 02185
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