Why bother with a service agreement?

When considering the option of taking out a maintenance agreement, a commercial business would do well to consider the example (albeit simplified) provided below. When the weather strikes it tends to strike in a wide area causing systems to go down in bulk. When this occurs there is usually a drain on technician resources in that area and delays can occur.  To save yourself the embarrassment of not being able to service your customers it is wise to cover yourself against such situations. 

Example 1. A cyclone, heavy rain or lightning storm hits. You have a service agreement.

Example 2. A cyclone, heavy rain or lightning storm hits. You do not have a service agreement.

OUR SERVICE AGREEMENT

NTD has provided support to all areas of the community for many years. We have an expanding team of fully qualified technicians to meet client demands. Parts are held in stock to ensure we meet Service Level Agreement for Maintenance Clients.

Should the telephone system suffer any failure, as a holder of a maintenance agreement you are assured the following:

• 2 hour response time for urgent faults
• 8 hours for non-critical faults 
• Critical spares are held in stock ONLY for holders of maintenance agreements (delivery of replacement parts for non-maintenance agreements, may take from 2 to 5 working days)
• Maintenance Agreements provide ‘support for the telephone system & nominated components’.
• Additional training for staff.
• Provision of testing & follow through with Exchange Line faults (Telstra will ask you to prove the fault out of your equipment before they respond).
• Free upgrades for software where the fault is associated with software problems (not including new or additional features).
• Assistance with program changes – depending on requirement – may be free.
• Free audits for insurance or assets valuations.
• Annual check of system for battery life, data back up, system check, etc. A report can be supplied to a nominated representative for any follow up actions.
• Electronic copies of User Guides, Technical Manuals, Features & Descriptions, etc.