IAS - Maintenance Services

Maintenance Services

Technology is the lifeblood of your company, and your voice and data communications network must run at peak performance 24 hours a day for your business to thrive. IAS Maintenance Services provide you with ongoing, quick response to your communications solutions needs, as well as assistance in preventing failures before they occur; and in the event of a communication system disruption, your business continuity remains unscathed.

The table below lists the benefits of IAS Maintenance Services:

IAS Maintenance Services

Service

With IAS Maintenance

Without IAS Maintenance

IAS Remote Monitoring Systems

Continuous, 7-days-a-week, 24-hours-a-day monitoring of your systems. Any alarm on your system is thoroughly checked by IAS the moment it occurs, whenever it occurs.

Monitoring by IAS is not available. You must notify IAS of a system alarm and request diagnosis. You must call to report the trouble during normal business hours. All calls are billable and scheduling is prioritized after Warranty and Maintenance Agreement customers.

Unlimited Service Calls

Full access to IAS remote monitoring service resources 24x7 and to unlimited live help desk support during 8x5 business hours.

All calls to IAS are billable and scheduling is prioritized after Warranty and Maintenance Agreement customers accordingly.

Priority Response

Alarms that cannot be resolved remotely (e.g. a part is needed) are addressed with 2-hour and 4-hour on-site response objectives.

Any on-site visits are billable, response times may vary and scheduling is prioritized after Warranty and Maintenance Agreement customers.

Intelligent Dispatch

With the information gathered via remote monitoring systems, the IAS technician is ready to resolve the problem the first time, minimizing return visits and downtime.

Intelligent Dispatch is not possible unless a customer requests IAS perform remote diagnostics. All diagnostics and on-site visits are billable.

Out-of-Hours Support

Upon request, priority, out-of-hours service can be provided to resolve major failures. Service provided outside your selected coverage hours is billed at preferred rates.

Out-of-hours service is billable at premium rates: up to $200 an hour. Scheduling is prioritized after Warranty and Maintenance Agreement customers.

Replacement Parts

Replacement parts and the labor required to install them are included in your IAS Maintenance Agreement. IAS products are supported by a national distribution system designed to provide the correct part in the shortest interval possible.

You are responsible for all parts and labor. Parts and labor are billable at list price.

Help Desk Support

Call IAS during normal business hours and receive immediate answers on products, features/functions and interoperability. Basic Help Desk and application support services are included and are available as often as you need them.

All calls are billable.