Voice Communications
Teltronics offers four Coverage options for the Cerato IP (Cypreon),
20-20 CCS, LCC, MAP, LH, LX, and Cerato ME/LE switching products:
Silver Plan
The SILVER plan provides customer support during the hours of 8:00 a.m. to 8:00 p.m. Eastern Standard Time (EST), Monday through Friday, excluding Teltronics holidays.
Under the SILVER plan Teltronics provides a complete diagnosis of the problem and offers remedial maintenance consultation, engineering improvements, software maintenance updates, and/or product-specific software updates. During non-SILVER hours, Teltronics will provide support for Emergency situations where the customer, using normal system recovery actions, cannot restore the system.
I would like additional information about the Voice Communications Silver Support Plan
Gold Plan
The GOLD plan provides customer support during the hours of 8:00 a.m. to 8:00 p.m. Eastern Standard Time (EST), Monday through Friday, excluding Teltronics holidays.
Under the GOLD plan Teltronics provides a complete diagnosis of the problem and offers remedial maintenance consultation, engineering improvements, software maintenance updates, and/or product-specific software updates.
The GOLD plan also includes remote programming for moves, adds and changes (MACs) to the 20-20 and Cerato ME/LE switching systems and to the Cerato IP (Cypreon) providing access to customer's Cerato IP (Cypreon) server.
During non-GOLD hours, Teltronics provides support for Emergency situations where the customer, using normal system recovery actions, cannot restore the system.
I would like additional information about the Voice Communications Gold Support Plan
Platinum Plan
The PLATINUM plan provides customer support during the hours of 8:00 a.m. to 8:00 p.m. Eastern Standard Time (EST), Monday through Friday, excluding Teltronics holidays.
Under the PLATINUM plan Teltronics provides a complete diagnosis of the problem and offers remedial maintenance consultation, engineering improvements, software maintenance updates, and/or product-specific software updates. The PLATINUM plan also includes remote programming for moves, adds and changes (MACs) to the 20-20 and Cerato ME/LE switching systems and Cerato IP (Cypreon) product.
The PLATINUM plan also provides remote alarm monitoring for the 20-20 or Cerato ME/LE switching Product, including:
- 24 hours-7 days a week-365 days a year monitoring of the 20-20, Cerato ME/LE and Cerato IP (Cypreon) equipment
- High-Level remote secure access to all 20-20, Cerato ME/LE and Cerato IP (Cypreon) equipment monitored for alarms
- Customized event and alarm information received, stored evaluated and dispatched - 20-20 and Cerato ME/LE only
- Flexible alarm filtering, setting schedules for nights, weekends, or holidays when alarms processing is handled differently
- Comprehensive alarms processing to determine severity, link to special procedure or direct alarm to the proper personnel
- Tracking and response to maintenance problems.
- Alarms notification to Customer's on-site or remote service technician via digital or numeric page, fax or email
- Event and alarm history and correlation to help reduce nuisance alarms and/or expose root problems behind alarms generated from multiple systems - 20-20 and Cerato ME/LE systems only
- Weekly management reports of alarm summary and detail - 20-20 and Cerato ME/LE systems only
I would like additional information about the Voice Communications Platinum Support Plan
Direct Maintenance
Direct maintenance is performed at direct customer site locations and reserved for customers within a fifty-mile radius of Teltronics' Support Offices in Kennesaw, GA, Salt Lake City, UT, Whitestone, NY, and Petaluma, CA. Direct Maintenance Support pricing is calculated on a per site basis based on equipment model, system size, maintenance duration, and plan options.
I would like additional information about the Voice Communications Direct Maintenance Plan
