Maintenance Packages

Protect Your Investment

We have maintenance options available for either 24x7 or 8x5 support.

Whether it’s emergency on-site support or simple administrative changes there are no requirements too big nor small.

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

Our response time is related to the scope to of the issue.  Non priority administrative issues are generally worked by our tier 2 engineers while service effecting issue are bumped to ‘high priority’ to our team of tier 3 /4 engineers

 

 

Target Work Effort

Generally most issues are resolved soon after they come into the ticketing system.  In the event of a high priority issue Tier 4 engineers will be allocated the tickets in order to minimize impact.

 

Communication Plan

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Impact

Service effecting issues will be bumped up in the queue in order to recive the attention they need while routine administrative changes will be done by our team within the guidleines of your SLA agreement.

 

Service Level Agreements

8 x 5 Business Hours Maintenance SLA

Response Time Correlated with Issue Severity
Priority #1 – Response Time: Up to 2 Hours

Priority #2 – Response Time: Up to 4 Hours

Priority #3 – Response Time: Up to 8 Hours

Target Work Effort Until Resolution
Priority #1 – Continuous in service hours until resolution between 8×5

Priority #2 – Daily until resolved during 8×5 hours

Priority #3 – Complete within 24 hours done 8×5

Communication Plan
During the lifespan of you sevice ticket our team will engage in your preferred method of contact whether it be a phone call or email depending upon your prefernce.  Once the issue is complete you will receive a copy of the engineers transcripts as they correlate to the issue.
How We Gauge Severity
Priority #1 – Critical system outage at 50% of system down

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 #1 – Response Time: Up to 2 Hours

Priority #2 – Response Time: Up to 4 Hours

Priority #3 – Response Time: Up to 8 Hours

Target Work Effort Until Resolution
Priority #1 – Continuous in service until resolution

Priority #2 – Daily until resolved within customer business hours

Priority #3 – Complete within 24 hours done 8 x 5

Communication Plan
During the lifespan of you sevice ticket our team will engage in your preferred method of contact whether it be a phone call or email depending upon your prefernce.  Once the issue is complete you will receive a copy of the engineers transcripts as they correlate to the issue
How We Gauge Severity
Priority #1 – Critical system outage at 50% of system down

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

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 Maintenance Plan

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 Maintenance Plan

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.

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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