Tailored for customers who wants a direct service relationship from Deltapath and has its own IT team who can manage its own network and basic tier 1 end user service requests and trouble tickets. You may customize your service packages to include remote or on site support (subject to geographical coverage), response times, and hardware coverage.
Tailored for customers who require additional services beyond just maintaining the Unified Communications infrastructure. Through a Deltapath authorized service partner, you can enjoy more service options such as Tier 1 end user helpdesk support, network and cabling services, and dedicated resources.
Partner support is available from your Deltapath reseller who will provide additional personalized service in addition to a back-to-back subscription of Deltapath Care Program. You will be provided with a Field Unit Service ID that allows you and our partner to escalate issues directly to Deltapath’s Professional Services Team.
Products Covered (Must be Purchased from authorized Deltapath resellers or Directly from Deltapath):
frSIP® Unified Communication Appliances: T30, T30-S, T256, T256-S, T512, T512-S
frSIP® T1/E1/J1, BRI, FXO, and FXS Gateways
Polycom SoundPoint IP Phones and Business Media Phones
- Emergency Onsite Support - Onsite support for selected geographical locations: is usually for emergency P1 and P2 tickets that require on site services such as diagnostic of a major system outage or replacement of defective parts, (excluding end-point replacement), and is available 8x5 or 24x7. (parts replacement requires the Advance Replacement Parts option)
- Advance Replacement Parts – Enjoy the piece of mind by enjoying advance replacement service for suspected faulty hardware from the UC core hardware to IP phones. A Deltapath certifiedengineer will deliver and replace the faulty part during the subscribed response time. For customers who do not elect Onsite Support, parts will be shipped out base on the response time subscribed. Available for 8 x 5 x 4, 8 x 5 x NBD, or 24 x 7 x 4. Also customizable to include just UC core hardware or including IP phone endpoints.
- Remote Technical Support – enjoy direct access to Deltapath engineers for remote technical support via phone and web for issues with operations of all contracted products and is available for 8 x 5 or 24 x 7.
- MAC – Moves, Adds and Changes. Process administration related tickets remotely by Deltapath engineers to free up your internal resources. MAC requests are treated as P3 tickets and will be processed within 2 business days.
- Unlimited Software Upgrades - provides access to major upgrade releases. A Deltapath certified engineer will perform the upgrades at your request. Keep your system up to date and enjoy the latest feature set without incurring major upgrade fees.
- Proactive Monitoring – let Deltapath monitor your UC infrastructure from the network to the telephone circuits enabling more rapid fault detection and resolution.
- Access to Deltapath Tracking for alerts, diagnostics, and reports.
- Access to Software Maintenance Release for your specific frSIP® series will be provided. Maintenance releases provides product corrections and performance optimizations without any new features.
