Maintenance and Service Agreements, including Move, Add, Change (MAC)

ECS offers Maintenance Agreements directly (in-house) for Avaya Telephone & VoIP Systems. These agreements include Guaranteed Response Time for Telephone System Maintenance customers, as follows.

  • Repair (Critical Outage*): 2-Hour by Phone or Remote Access, 4-Hour On-Site
  • Repair (Non-Critical Outage): 2-Hour by Phone or Remote Access, Next Business Day On-SiteMoves, Adds & Changes: 24 to 72 Hours

* Complete Failure of Sysetm(s), No Incoming or Outgoing Calls, Failure of Reception Console or Auto-Attendant, Failure of 50% of Telephone Stations or 25% of Trunks.

ECS Maintenance includes:

  • Parts covered 7-Days x 24-Hours x 365-Days Per Year
  • Labor covered is per Maintenance Agreement Selected (8X5NBD or 7X24)
  • Remote Help Desk Support (15-Minutes per issue, per day)
  • Priority Dispatch for all orders1-Hr Free User Training per Month (does NOT accumulate – MUST be during a billable service order).
ECS Sells, Manages, & Renews:
  • Avaya Maintenance Agreements for Avaya Telephone & VoIP Systems
  • Manufacturer Maintenance and/or Support Agreements, License Agreements, etc. for other products, ie; Adtran, Sonicwall, Pelco, etc.
Move, Add, Change Agreements:
ECS will consult with client to create a custom Move, Add, Change (MAC)/Support agreement that covers any/all of the following:
  • Remote and/or On-site Repair
  • Remote Move, Add, Change (MAC) (Programming)
  • On-Site Move, Add, Change (MAC)
  • Remote Help Desk Support
  • Remote and/or On-site System Admin Training
  • Labor for Software Upgrades

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