Deltapath Maintenance Programs

Deltapath is able to provide support not only on its products but also offer advice on complex customer environments with over a decade of experience in Unified Communications. With Deltapath Care Programs, not only you will receive support from a Deltapath authorized partner, you will also benefit from having direct access to Deltapath Unified Communications experts to provide remote technical support, hardware replacement, software upgrades, proactive monitoring, and troubleshooting services.

Direct manufacturer support helps ensure issues are quickly identified and resolved, allowing you to improve the efficiency of your communications systems. You’ll receive access to online support tools designed to help you quickly answer product troubleshooting and general usability questions, improving your team’s knowledge and productivity. You can also help ensure your systems remain up to date with access to the latest software patches and updates.

Service Option

Description

SLA Offered

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).

*Parts replacement requires the Advance Replacement Parts option.

8 x 5

24 x 7

Remote Technical Support & Maintenance

Enjoy direct access to Deltapath engineers for remote technical support via phone and web for issues with operations of all contracted products

8 x 5

24 x 7

Remote Consultancy & Administration

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.

8 x 5

Software Upgrades

Provides access to major upgrade releases. A Deltapath certified engineer would perform the upgrades at your request. Keep your system up to date and enjoy the latest feature set without incurring major upgrade fees.

8 x 5

24 x 7

Hardware Advance Replacement

Enjoy the piece of mind by enjoying advance replacement service for suspected faulty hardware from the UC core hardware to IP phones*. In the event of a UC core component failure, a Deltapath certified engineer will deliver and replace the faulty part during the subscribed response time**. For customers who do not subscribe the Emergency Onsite Support option, parts will be shipped out base on the response time subscribed.

*Customizable to only purchase maintenance on UC core hardware only.

**On site service requires the Emergency Onsite Support option.

8 x 5 x 4

8 x 5 x NBD

24 x 7 x 4

System Monitoring

Let Deltapath NOC to monitor your UC infrastructure from the network to the telephone circuits enabling more rapid fault detection and resolution.

8 x 5

24 x 7

Maintenance Packages

We offer a number of care programs to suite your organization’s needs. You may purchase coverage for the following products that are purchased from authorized Deltapath resellers or Directly from Deltapath: frSIP® Unified Communication Appliance,frSIP® T1/E1/J1, BRI, FXO, and FXS Gateways Polycom SoundPoint IP Phones and Business Media Phones. Select the maintenance package that most suites your needs.

 

Service Option

Deltapath Ultimate Protection Plus

Deltapath Ultimate Protection

Deltapath Care Select Plus

Deltapath Care Select

Deltapath Care Plus

Deltapath Care

Deltapath Assist

Emergency Onsite Support 4 Business Hours

4 Business Hours

N/A

N/A

N/A

N/A

N/A

Remote Technical Support & Maintenance

24 x 7

8 x 5

24 x 7 8 x 5 24 x 7 8 x 5 8 x 5

Remote Consultancy & Administration

8 x 5

8 x 5

8 x 5

8 x 5

8 x 5

N/A

N/A

Software Upgrades

Scheduled Non Office Hour Upgrades

Scheduled Non Office Hour Upgrades

Scheduled Non Office Hour Upgrades

Scheduled Non Office Hour Upgrades

Scheduled Office Hour Upgrades

Scheduled Office Hour Upgrades

N/A

(Preferential Rates for Upgrades)

Hardware Advance Replacement for frSIP UC Core

8 x 5 x 4*

8 x 5 x 4*

8 x 5 x NBD

8 x 5 x NBD

N/A N/A N/A

Hardware Advance Replacement Parts for Polycom IP Phones

8 x 5 x 4*

8 x 5 x 4* N/A N/A N/A N/A N/A

System Monitoring

24 x 7

24 x 7

24 x 7

24 x 7

24 x 7

24 x 7

24 x 7

*SLA limited to selected geographical regions. Please check with Deltapath Professional Service team for details.