Maintenance & Remote Program Plans
· Sunset Telecom Systems offers post warranty maintenance contracts which are referred to as “Customer Care Plans”. These plans are designed and customized to meet the “Comfort Level” of both our new and existing clients. Designed plans range from phone support and remote changes to full hardware and labor coverage. We stock complete crash kits for all Panasonic TD, TDA, TDE and NCP product lines.
Our Customer Care Promise and Ongoing Personal Follow-Up
· One month after installation review of intended business outcomes and progress thus far.
· Four months – CSR follow up, required training and client install and implementation rating and feedback.
· Eight months – CSR follow up, required training and ongoing business evaluation to inform of any feature, functionality, service enhancements that would provide additional end-user productivity.
· Technology migration plans available.
· Annual audit of system hardware and software.
· Annual on-site programming backup.
· Annual test of backup systems and replacement of battery back up as required.
· Guaranteed response times of 4 hours for emergency repair services and 24 hours for non-emergency for repairs.
· Training for office personnel on system functionality – 2 per year
Remote Program Plans
· Adds, moves and changes to PBX and voice mail systems.
· Monitoring and evaluation of logged error codes.
· Quarterly program database backup.
· Software upgrades
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