Preventive maintenance for EzVoice solutions, supplied in three different models, ranging from remote assistance during business hours with SLA of 8 hours, until a complete package that includes unlimited technical visit, 24×7 phone and remote assistance, SLA of 2 hours and replacement of damaged parts (spare parts). ezVoice maintenance plans includes all software upgrades without any aditional cost to our subscribers.
| BASIC | ADVANCED | FULL | |
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| Corrective maintenance |  |
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| Preventive maintenance | |
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| Programming | |
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| Remote maintenance | |
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| Software upgrade | |
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| Monitoring |  |
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| Technical visit | |
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| Spare parts | |
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| Working hours | Business hours, 8:00 am to 18:00 pm Monday through Friday, excluding holidays. | 24 hours a day, 7 days a week, including weekends and holidays. | 24 hours a day, 7 days a week, including weekends and holidays. |
| Response time | Not urgent – 48 hours Urgent 8 hours |
Not urgent – 48 hours Urgent 8 hours |
Not urgent – 24 hours Urgent 4 hours |
| Minimum contract | 12 Moths | 12 Moths | 12 Moths |
Products & services covered by the maintenance plans
Redbox ezIPBX product family.
Softwares developed by ezVoice.
ezRec product family.
Network and telephony equipments provided by EzVoiceMethods for opening and tracking of support tickets
Phone
Open support tickets through our call center – (954) 889-2200 / (954) 889-2920
E-mail
Open support tickets by sending an e-mail to suporte@ezvoice.com
Differentiation of support tickets
URGENT
Problems that stops the whole operation or part of it.
NOT URGENT
New programming and system configurations.
SCHEDULED MAINTENANCE.
Scheduled maintenance (scheduling with the minium of 48 hours in advance).
Additional considerations
The development of new tools, modules and features, are not included in any maintenance plan. Those needs are discussed and contracted separately;