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Risk of No Service Contract
What is the risk side of the Service Contract decision?

Problem Response Time
Of course, we will always do our best to be responsive to any customer, but at a time of a high number of service cases, those with Service Contracts will receive priority.

Potential High Repair Cost
It may not happen often, but occasionally a high priced component fails – an interface card, a processor, a power supply, or some other component. Will you have quick access to the funds necessary to authorize and pay for the repair?
 


 

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Suntel Technicians in their trucks heading off for another day of helping Technology work for people.
Services > Service Agreements
Service Agreements
Most of our customers choose to have us provide service for their phone system under a fixed-price annual service agreement after the warranty expires for a few simple reasons:
  • No unexpected bills – depending on the particular agreement level chosen, all of the parts and labor needed to repair the system are covered for the annual fee. 
  • Committed response times – response to major and minor problems are committed to in the contract, and contracted customers have priority over customers who only have a Time and Materials Agreement with us. 
  • Prearranged Remote Access – to accelerate problem diagnosis and repair.  Remote Access can also reduce the cost and time required for any Move, Add, and Change (MAC) activity that only requires a software change. 
  • Preferred Labor Rate – provides a 10% discount for work not covered by the Service Agreement. 
  • Local Spare Parts – based on the equipment covered by our Service Agreements we stock locally the most commonly used spare parts, reducing potential time to repair.

We offer several different levels of Service Agreements along with options that allow us to create a plan that meets your needs:
Basic Protection - Designed for the cost conscious buyer. Providing full parts coverage and limited labor incident charges.

Full Service – Our most popular plan covers all parts and labor to correct problems with coverage hours of 8-5, Monday through Friday.

Extra Care – Provides coverage from 7 AM to 7 PM with a specifically assigned primary technician.

Extended Hours – Provides 24x7 coverage for major failures
 
Optional service plan features can include:
    • Working with your carrier to resolve carrier problems
    • Scheduled preventative maintenance

     

 
 
Other Service Offerings

For your IP Infrastructure, we also offer other service contracts:

NetSurety Contracts include a series of different offerings that will give you the confidence in your IP network Infrastructure that is required to keep your business up and running:

OneCall – for your manufacturer hardware and software support contracts. Just call us, and we will work with the manufacturer to get the problem fixed.

Firewall Management – we provide for all of the care and feeding of your firewall including problem resolution, rule changes, and vulnerability testing.

Real-time – Our eyes on your network. A monitoring, alerting, reporting and remote repair service that enables action more quickly when something starts to go wrong.


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