Extended Service Programs

Extended Service Programs

Why Should I have a
Maintenance Contract?

  • Offers peace of mind
  • Allows you to budget total telephony expenditures
  • Latest Software upgrades
  • No Hassles – No Problems
    No extra cost

Current Technology Assurance Program (C-TAP)

With C-TAP, Gateway Telnet truly Partners with it's customers to assure that the technology provided today can be Renewed, Refreshed or Replaces as required and that its Partner will have emerging technologies as they become available and needed; Always having the latest and innovative technology to serve your business needs.

C-TAP also provides a New Industry Standard for Consultation, Education and Special Services to let the technology actually make a difference in your business.

The greatest C-TAP innovation assures your increased profitability: Your cost can be fixed throughout the program.

  • Addition of new technology at any time without extension of the term of the Partnership Plan
  • Refreshment or renewal of equipment quarterly after month 24 with no change in payment
    Month Refresh %
    24 33%
    36 55%
    48 83%
    Term extends to original 60 months
  • Waiver of labor charges when equipment is added or replaced under the Partnership Plan provisions.
  • Waiver of labor charges associated with software upgrades added under the Partnership Plan provisions

C-TAP Program

  • Remote programming changes during normal business hours
  • Priority scheduling for adds, moves, and changes
  • Priority dispatch on all service calls
  • Guarantee of "Inventory On Hand"
  • "Software only" upgrades
  • Backup and archiving of system databases where applicable
  • Periodic replacement of handset and station cords
  • Waiver of labor charges when equipment is added or replaced
  • Waiver of charges for no trouble found carrier calls
  • Unlimited training
  • Designation/key strips as needed
  • Remote support service calls via telephone or emails during normal business hours
  • Preferred service and replacement of defective equipment per factory recommendations
  • Annual preventative maintenance visit
  • No charge for "no trouble found" service calls
  • Local and Long Distance audits and recommendations upon request
  • Service Provider Bill reconciliation
  • Priority queue to the "Partnership Operations Center"
  • Annual analysis of connectivity charges
  • Waiver of labor charges with software upgrades
  • Quarterly technology webinars on advanced and emerging business applications
  • User guides upon request

Platinum

All Parts Inclusive: We cover all Toshiba parts and labor on normal wear and tear to the system.

Free Software Upgrades: Gateway Telnet will upgrade your system to the latest software version at no cost, up to twice per year (given two upgrades are available by Toshiba).

On site product support: In case of product failure Gateway Telnet will pick up your equipment on site and either fix the problem, or ship it for repair.

Training: 2 hours of free product training per year is available to each support agreement customer upon request.

Free Programming: 2 free remote service calls per year.

Telephone Consultation: Is always provided at no additional cost to insure that you are making the best use of your telephone system and auxiliary components. We can recommend program changes; systems upgrades or even replacement systems when the time comes.

Exceptional Response Time: We provide technical support within three (3) business hours for minor problems. For major failures (system down) we offer immediate response. For those customers who may have already diagnosed a failed telephone set or cord for example we will rush you a replacement part via UPS within 24 hours as an exchange at absolutely no additional cost.1

Emergency Response: Urgent response in case of emergency is part of the Platinum program and NO additional charges will apply for this priority response.

Hours of Operation: Response 24 hours a day, 7 days per week in case of an emergency with no additional cost for after normal business hours.

Dial Tone Analysis: Free cost saving telecommunications analysis per year is available to each support agreement customer. This means we will send an expert to your facility to analyze your phone bills, long distance carrier and telephone system to ensure that you are operating as cost effectively as possible.

Non Coverage: The warranty does not cover service visits without problems found, or problems created with your phone company lines or network to your system. Additional labor charges may apply in these instances. Coverage does not apply to any equipment not listed on the maintenance agreement.

Free: Desi Strips replacements for the telephones once a year. Customer to supply the names to be printed and we will ship them directly to you. If program changes are needed, we would need to count the visit as a service call.

1Defective items must be returned within 10 days to avoid being charged for.

Standard

All Parts Inclusive: We cover all Toshiba parts and labor on normal wear and tear to the system.

Free Programming: 1 free remote service call per year.

Telephone Consultation: Is always provided at no additional cost to insure that you are making the best use of your telephone system and auxiliary components. We can recommend program changes; systems upgrades or even replacement systems when the time comes.

Exceptional Response Time: We provide technical support within six (6) business hours for minor problems. If shorter response time is desired, emergency re-route rates may apply.

Dial Tone Analysis: Free cost saving telecommunications analysis per year is available to each support agreement customer. This means we will send an expert to your facility to analyze your phone bills, long distance carrier and telephone system to ensure that you are operating as cost effectively as possible.

Hours of Operation: Normal business hours. If after hours response is desired, labor will be billed at half the normal rates.

Non Coverage: The warranty does not cover service visits without any problems found, or problems created with your phone company lines or network to your system. Additional labor charges may apply in these instances. Coverage does not apply to any equipment not listed on the maintenance agreement.

Bronze

All Parts: We cover all Toshiba parts on normal wear and tear to the system. Normal rates will apply on service.

Exceptional Response Time: We provide technical support within six (6) business hours for minor problems. If shorter response time is desired, emergency re-route rates may apply.

Telephone Consultation: Is always provided at no additional cost to insure that you are making the best use of your telephone system and auxiliary components. We can recommend program changes; systems upgrades or even replacement systems when the time comes.

Hours of Operation: Normal business hours. If after hours response is desired, labor will be billed at half the normal rates.

Non Coverage: The warranty does not cover service visits without any problems found, or problems created with your phone company lines or network to your system. Additional labor charges may apply in these instances. Coverage does not apply to any equipment not listed on the maintenance agreement.

Disaster Prevention Plan

What if a power outage happened now? How would this affect your business? Start considering disaster recovery.

For as little as $49 per month you can protect your business. Sign up now!

Protect Your Business from Phone System Failure.
Office phone systems (or PBXs) are a vital part of most businesses, but are frequently overlooked when planning for a disaster. An interruption in phone service means your potential customers, existing customers, and affiliates can't reach you and may become worried about your reliability. Your PBX going down for even a short period of time can cost your business thousands of dollars in missed opportunities and damaged reputation.

That's why we offer automated PBX failover to a fully-hosted virtual phone system. CloudPBX Disaster Prevention Plan is an automated PBX failover service offered by GATEWAY TELNET in cooperation with FreedomVoice. Using a hosted virtual office phone system, GATEWAY TELNET can provide you with the security that, should your PBX go down, you can continue to receive calls at alternate emergency numbers (e.g. cell phones) until your PBX is again available. This system is configured to mimic your existing PBX and make the entire process transparent to your callers.

How Does It Work?
When your PBX goes down during a disaster, your carrier should get a response of either "Ring No Answer" or "All Trunks Busy" when trying to send you calls. Both errors mean that your customers and associates can't reach you and that you're losing money with every passing second.

With GATEWAY TELNET's Disaster Prevention Plan, GATEWAY TELNET will assist you to coordinate with your carrier to automatically failover your main line in these situations to a fully-hosted virtual PBX. This equipment-free phone service is designed to mimic the recordings and extensions of your normal PBX so that your customers won't know that your PBX is down.

Forwarded calls are sent to emergency numbers (e.g. cell phones) and voicemail messages are automatically delivered to you and your employees by email. As a hosted solution, this service is impervious to disasters in your local area and will continue to route calls and take messages until your PBX comes back online.

For more information please call our Maintenance Agreement representative at (818) 775-1234 or send us a message »