Here are some of the questions we regularly encounter on the subject of phones and system maintenance.
Why is such maintenance necessary on 21st century systems?
Certain aspects of modern business telephone systems may not have changed much from telephone systems that existed centuries ago.
Wires are still prone to work loose over time, dust can accumulate in circuits, however much filtering is undertaken and parts may still only have a specified life expectancy before replacement might be advisable.
Attending to these things and many others like them, may help reduce the likelihood of you experiencing system problems or even total failures.
Why can’t I do some of the maintenance myself?
We typically will be only too pleased to offer you advice and guidance as to what routine maintenance you may wish to personally undertake in order to keep your system in good order.
However, realistically, only qualified personnel with appropriate training and tools may be able to safely and efficiently undertake certain telephone system maintenance tasks.
There are certain areas where it may not be advisable or even safe to adopt a DIY approach; in fact, in some cases you might invalidate warranties etc. by doing so.
What should we do in a problem situation?
It may be safe to predict that you will want the fastest possible answer to your question or remedy to your problem.
That is why we have a professional helpdesk which you can call to record your problem or ask your question. One of their several responsibilities will be to ensure that your question or problem is tracked and managed to the speediest possible resolution.
Will someone always have to visit our premises to fix the problem?
No. In some cases the helpdesk may well have seen your problem before and may be able to advise you of a very quick solution over the telephone.
In fact, a lot of our fixes are done remotely (though, of course this depends on what type of system and the software). We do have remote access to most of our customers’ systems and just dial in and make the change – meaning less “down time” in your business and minimal costs.
What happens if the help desk don’t have an answer?
Their role is to provide or manage the provision of a solution to your particular problem.
In some cases, it is perfectly possible that they may not personally be able to diagnose or remedy your problem. What they will then do is to narrow down the area of the trouble and to call upon specific expertise in that area to assist diagnosis and eventual resolution.
These principles may be documented in the form of a business phone system maintenance contract that may also contain what is called a service level agreement component. Those two things together clarify for you how your support services work, what you need to do in the event of problem and the principles of the service levels you should expect to receive.