Although the equipment we provide is very reliable, some customers prefer a ‘belt and braces’ approach – especially those who have purchased ISDN30 equipment and have a large call throughput. Although failure of the gateway is very unlikely, the costs of failure make an ‘insurance policy’ worthwhile.
For this reason, we provide some on-site support contract options, to minimise the risk at minimal cost to the customer.
Whichever level of Support Contract required, the customer needs to provide remote access facilities that can be used by Packet Media at any time without requiring prior notice. Such facilities may be either:
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A telephone line or extension connected
to the Gateway via a modem supplied by Packet Media,
or |
|
A
permanent internet access and a static IP address |
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Premium Plus Support |
This is the fast-response, high-value support option.
Commercial terms for Premium Plus Support are:
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Premium Plus Support is charged at 25% of the recommended retail price of the equipment per year, paid annually in advance |
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If a Premium Plus Support contract is taken out when the equipment has been in operation for one or more days without being covered by any other Support Contract with Packet Media, a single additional charge of 15% of the recommended retail price of the equipment will be levied. |
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Premium Support |
This is our low-cost support option for sites where the cost of failure is not too great.
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Premium Support services are available during normal office hours (9 to 5, Monday to Friday, except Bank Holidays) |
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Packet Media will commence remote diagnostics and attempt repair (either by ‘dialling in’ or by conversation over the telephone) within 4 working hours of the problem being notified to Packet Media’s Help Desk |
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Where the remote diagnostics and fix attempts do not resolve the issue, the customer may return the equipment to Packet Media at his own expense. Packet Media will arrange repair of the equipment by the most appropriate party, and will return the repaired equipment to the installation site without charge. |
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In some situations, as a gesture of goodwill, Packet Media may at its own discretion provide a temporary replacement for the faulty equipment, and may withdraw the replacement at any time |
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If the customer requires assistance in de-installing or re-installing the equipment, Packet Media’s normal charges will apply in each case. The current site visit charge is specified below. |
Commercial terms for Premium Support are:
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Premium Support is charged at 15% of the recommended retail price of the equipment per year, paid annually in advance |
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If a Premium Support contract is taken out when the equipment has been in operation for one or more days without being covered by any Support Contract with Packet Media, a single additional charge of 10% of the recommended retail price of the equipment will be levied. |
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Charges for other site visits |
On occasion, a site visit may be requested by the customer outside the terms of the above Support Contracts. For example, a site visit may be requested to install repaired equipment for a non-critical fault, or a problem may be described as ‘critical’ (requiring a site visit) and later be discovered as having not been critical.
In these and other cases outside the scope of the Support Contract, Packet Media will charge £250 plus VAT for each site visit. |
