Maintenance categories
South West Communications Group standard support offerings have been outlined below. However, we are also able to provide bespoke support contracts based around any of the features and services described if required.
Bronze - Our Bronze service provides the following support features:
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Off-site support Monday to Friday between 8am and 6pm
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Immediate advice of fault log number and clarification of the next stage in the fault rectification procedure
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Major fault diagnostics will be undertaken within one hour of the fault log time
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If we are unable to fix the fault remotely, a field engineer will attend site within four hours for a major fault (affecting more than 20 per cent of your system) and 12 hours for a minor fault
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Regular fault progress reports and automatic escalation procedures
Bronze+ - Our Bronze+ service provides the following support features:
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The entire Bronze service package
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Remote 24/7 engineering support
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Optional, chargeable, out-of-hours site visit if requested
Gold - Our Gold service provides extended coverage and services for customers that require a greater amount of proactive support of their telecommunications systems, and provides the following services:
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The entire Bronze+ service package
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On-site support seven days a week 8am to 6pm, excluding bank holidays
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Annual preventative diagnostics checks
Platinum - When a solution requires maximum resilience and has to be operational all the time, we recommend Platinum service which provides a total care package for mission critical accounts and customer applications. It provides the following services:
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On-site 24/7 support
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Immediate advice of fault log number and clarification of the next stage in fault rectification procedure
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If we are unable to fix the problem remotely, a field engineer will attend site within four hours
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Regular fault progress reports and automatic escalation procedures
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Quarterly service history reports
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Quarterly preventative diagnostics checks.
Service history reporting - This is provided to our Gold and Platinum customers whereby reports will be prepared by our engineering team detailing all reported faults, the logged history for these faults, as well as rectification codes and fix descriptions. These reports are invaluable in detecting ongoing problems or recurring issues that may otherwise go undetected. From this, long-term analysis can be performed and potential recommendations can be made on further fine-tuning.
Preventative diagnostics checks - These are also provided to Gold and Platinum customers whereby a specialist engineer will remotely connect to the customer’s phone system on an agreed schedule and run a set of non-intrusive diagnostic applications. These will include monitoring the system’s alarm logs and conducting a routine check of the associated management system. A report will be compiled detailing any findings and recommendations.
These preventative diagnostics are an attempt to provide greater peace of mind to customers who are heavily reliant on their communications infrastructure and need to ensure maximum uptime as a key priority.
