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.
|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
Methods for opening and tracking of support tickets
Open support tickets through our call center – (954) 889-2200 / (954) 889-2920
Open support tickets by sending an e-mail to email@example.com
Differentiation of support tickets
Problems that stops the whole operation or part of it.
New programming and system configurations.
Scheduled maintenance (scheduling with the minium of 48 hours in advance).
The development of new tools, modules and features, are not included in any maintenance plan. Those needs are discussed and contracted separately;