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Support Service Agreement Types


There are four types of Support Services offered by ECI:

Additional Information:

 

ECI Extended Hardware Protection

This program provides hardware protection for your telecom system’s core components after manufacturer’s warranty has lapsed. This program includes replacement equipment cost as well as labour costs for the replacement only when paired with 9-5 Support or Managed Service support. ECI Customer Care extends only to hardware listed in Schedule A that is actively supported by the manufacturer. Components that are “discontinued” (to include “Out of Support”, “End of Life” or any other such related term) will be supported by ECI on a best-effort basis and excluded from ECI’s SLA in the event of failure. ECI labor charges may apply to support efforts on discontinued hardware and software.

 

Software Assurance 

Software Assurance is an important support option for clients. Software Assurance is an annual manufacturer’s program that provides:

  • Major and minor revisions, patches and bug fixes to your software
  • Ensures that your software is always at a manufacturer supported version
  • Guarantees technical support for your software

Included with Software Assurance is the following remote after hours labour. Remote access to the system is required. Any additional labour will be billed at standard after hours labour rates: * Software release 6 and PZ-ME50 component required for remote upgrades to SV8100

 

9-5 Support

This basic program includes ECI technical support Monday-Friday from 9am-5pm EST for all equipment listed in Schedule A and covers the following:

  • Helpdesk support for Severity 1 or 2 tickets
  • Onsite service support for Severity 1 or 2 service tickets when Helpdesk support cannot resolve the issue
  • Reduced rate on blocks of change units for Severity 4 tickets (Move, Add or Change) orders. No Change Units are included in 9-5 support
  • Contracted response and resolution time (see Section 7 of the full Support Services Information Booklet)
  • Additional discounts on new NEC hardware
  • Emergency support during the 9-5 timeframe only with waived emergency callout charges. Emergency calls after 5pm and before 9am are subject to emergency rates as seen in Section 11.1 of the full Support Services Program Document.

 

Managed Service 24/7

 

This premium support program includes ECI technical support Monday-Friday from 9am-5pm EST for all equipment listed in Schedule A as well as 24×7 emergency coverage. With Managed Services you will receive the following:

  • Helpdesk support for Severity 1 or 2 tickets
  • Onsite service support for Severity 1 or 2 service tickets when Helpdesk support cannot resolve the issue
  • Change units* for Severity 4 (Move, Add or Change) orders as well as a reduced rate on additional blocks of change units if required.
  • Contracted response and resolution time (see Section 7 of the full Support Services Information Booklet)
  • Additional discounts on new NEC hardware
  • Emergency support 24×7 with waived emergency call out charges
  • Annual maintenance inspection at customer request

* 1 change unit = 30 minutes of helpdesk labour

 

Change Units

Change units are tokens included over the duration of a 24/7 Managed Services agreement that provide free use of the helpdesk MACs (Moves, Adds, or Changes). Each time a change is initiated one of the agreement’s change units is spent. Change units are allotted based on the value of the contract (before taxes): one free change unit for every $100.00 (i.e. an agreement worth $400.00 (before taxes) would have 4 change units included). Change units are also used (at an account level) for Severity 4 actions (Severity 4 is similar to Severity 3 in that it is a MAC order, but it can be performed remotely by the ECI helpdesk and does not require ECI personnel to be on site).

 

 

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