Maintenance

How much do you rely on your office telephone system? If you arrived at the office one morning and found that the phones were dead, would you know who to call?

Fortunately complete downtime is fairly uncommon but it does occur. Faults never happen at a convenient time, disruption can be caused by the most minor of faults. Without maintenance you may find that you have to ring around frantically trying to arrange support. This can take up precious time and possibly lose you business.

Here at Telcare we maintain Unify (formerly known as Siemens) Telephone Systems, but please do feel free to give us a call if you have another type of system, we will be happy to point you in the right direction.

Telcare Maintenance

It is easy to set up maintenance support.  Just give us a call or drop us an email and let us know what equipment needs covering and we can advise you as to price and how to proceed.

In the meantime here’s some information to get you started:

  • Our contracts are available for a minimum of one year
  • Discounts are available if you wish to increase the term of the contract to three years or more.
  • Renewal paperwork is activated prior to the renewal date and payment by this date will ensure continued cover
  • Notice to terminate the agreement is 60 days prior to the expiration date
  • Your system may be subject to a survey prior to entering an agreement.
  • The cost of the contract is determined by the amount of equipment that needs covering and the level of service required.

Our main levels of cover are:

Level A – Monday to Friday 9am to 5pm (excluding Bank Holidays)

Level B – Monday to Saturday 9am to 5pm (excluding Bank Holidays)

Level C – Monday to Sunday 9am to 5pm (excluding Bank Holidays)

Further levels have been created to offer that tailor made cover for your specific business needs so please feel free to ask if the levels above don’t quite work for you.

Cover includes:

  • Access to our helpdesk
  • Remote diagnostics
  • Replacement of equipment
  • Programming changes
  • Engineer’s site visit

The Telcare Helpdesk

Your first port of call for any fault, or query would be to report it to our helpdesk either by phone on 0800 376 8484 or via email at helpdesk@telcare.co.uk

You will be asked a series of questions to help diagnose the problem. The next step would be an immediate fix, further investigation or an engineer’s visit.

We hold detailed records of all our customer’s sites which help us to resolve your problems quickly and efficiently.

Response times are 4 hours for major faults and 16 hours for minor faults but please be assured that we endeavour to assist you as quickly as possible and most faults are treated well within the guide times stated.

“We recently signed up with Telcare to manage our phone system as we were experiencing problems with our previous provider.  We wanted a service that was more personal and tailored to our needs without having to deal with a foreign call centre or being stuck on hold for long periods of time.  The team at Telcare have exceeded our expectations by providing us with excellent customer service.  They are always happy to help with our queries, one phone call and the problem is either resolved or we have someone attend site to sort it out for us.  Our previous provider used terminology that was difficult to understand but thankfully Telcare had the patience to fully explain everything in a user friendly way.
Lauren Harrold Press On Digital Imaging Ltd