Maintenance Services

X Telecom provides end user customers with access to factory certified engineers and technicians for operations-related questions or troubleshooting and fault analysis support with unlimited toll free telephone hotline support. In the event of suspected trouble, the X Telecom support personnel will work with end user customers local onsite support to isolate and correct all system or network related issues.

PREMIER MAINTENANCE

A limited maintenance program.
Unlimited toll free telephone technical support during business hours: X Telecom support is available for end users during normal business hours. Upon receipt of the phone call from the end user, X Telecom will provide the level of operational and technical troubleshooting support required to isolate or correct any system problem. The customer is required to provide a knowledgeable person to work with X Telecom to isolate the source of the problem.

• ESCALATED NETWORK TROUBLESHOOTING SUPPORT:

Provides access to higher-level engineering expertise for resolution to more complex technical problems relating to customer-supplied peripherals and network services that are integrated with X Telecom provided solutions. This value added service provides the customer with technical support services regardless of the nature and cause of the problem.

• SOFTWARE UPGRADES AND UPDATES:

Provide manufacturers software protection services that include all new full releases, updates, release notes, software patches, and feature information relating to all audio visual and video conferencing systems.

• EXPEDITED PARTS REPLACEMENT:

Provides expedited replacement of all covered, failed hardware components. If by 3:00 PM local time the engineer determines that there is a hardware component failure or if there is an obvious malfunction, a replacement component will be dispatched on the same day for next business day delivery. The customer is required to return the defective part within 5 business days (North America) or 10 business days (outside North America).

PREMIER PLUS MAINTENANCE

An unlimited maintenance program.
Unlimited telephone technical support: Provide 24 hours a day, 7 day a week, unlimited telephone hotline support. This service provides the customer with access to CTS and CVE factory certified engineers and technicians that will provide a full range of support for operations related questions, or troubleshooting and fault analysis support. In the event of suspected trouble, the X Telecom Inc certified audio visual and video conferencing technical support personnel will work with local site users to isolate and correct all system and-or network related issues. If operational or technical issues cannot be remotely resolved via telephone support, X Telecom will dispatch a certified technician or engineer to arrive on-site the next business day. The customer must provide a knowledgeable, dedicated site representative to work via telephone with X Telecom for the duration of the troubleshooting and repair phase of the service action.

• SOFTWARE UPGRADES AND UPDATES:

Provide manufacturers software protection services that include all new full releases, updates, release notes, software patches, and feature information relating to all audio visual and video conferencing systems.

• REPAIR AND REPLACEMENT OF COMPONENTS:

For problems that cannot be resolved over the phone, X Telecom will schedule an on-site service call to resolve the technical issues. X Telecom Inc will make every attempt to repair the failed equipment. If the item is determined to be un-repairable by the manufacturer or is considered end-of-life, X Telecom will provide a time and materials quote for the replacement of the failed equipment along with any programming support necessary to return the system to full operational status.