PBX support contract: what it should include
A good PBX support contract makes it clear what happens when something goes wrong, and who does what. Here are the parts, the key terms and what to consider when the contract is drawn up.
In short
- A PBX support contract covers your partner’s work. Software assurance from the manufacturer gives you new versions and security fixes. You usually need both.
- Require measurable times for each priority level: service hours, response time and resolution time.
- Decide how security updates are planned, tested and installed.
- Set out the terms for remote access, documentation, service reviews and what happens when the contract ends.
- Choose the service level based on how long your organisation can tolerate an outage, not on what sounds safest.
Key terms
Guidance from the Swedish Post and Telecom Authority (PTS) for organisations that use telecoms services describes how to formulate availability requirements. It is written for operators’ services, but the terms work just as well for a support contract for your own PBX.
| Term | Meaning |
|---|---|
| Availability | The share of time the service must work, over a given period |
| Fault | What counts as a fault, and what is merely degraded service |
| Fault reporting | When and how faults are reported, and who may report them |
| Response time | The time until work on the fault begins |
| Resolution time | The time until service is restored |
| Maintenance window | When planned downtime may take place, how often and how it is announced |
Work out what the figures mean. According to PTS, 99 per cent availability around the clock equals just over three and a half days of downtime a year. Also check how the times are calculated, for example whether the resolution time only runs during service hours.
The parts of a PBX support contract
| Part | What it should say |
|---|---|
| Scope | Which systems are covered: PBX, gateways, SBC, DECT wireless phones, attendant consoles, contact centre and integrations |
| Service hours and out-of-hours support | 24/7 or weekday business hours, and out-of-hours support for the most critical faults |
| Priority and response times | Fault categories with a response time and resolution time for each category |
| Fault reporting and escalation | Channels, named contacts, status updates and escalation to the manufacturer |
| Remote access | How the supplier logs in, with multi-factor authentication and logging |
| Monitoring | What is monitored, when alerts are raised and who acts |
| Security updates | A plan for fixes, testing and installation in maintenance windows |
| Software assurance | Who renews the agreement with the manufacturer, and when |
| Spare parts | Hardware replacement within the agreed time |
| Changes | Moves, adds and changes: what is included and what is charged |
| Documentation and backups | Who keeps the numbering plan, configuration and licence register up to date, and proof that backups can be restored |
| Service reviews | Service review meetings and reports on faults, resolution times and outages |
| Contract term and exit | Notice period, help when changing supplier and what happens to your information |
Support contract and software assurance
The support contract is your agreement with the partner: fault reporting, troubleshooting, changes, updates and service reviews. Software assurance is bought from the manufacturer through the partner and gives you the right to new versions, fixes and the manufacturer’s support.
- Mitel: Software Assurance (SWA), for example for Mitel MX-ONE. For OpenScape 4000 and OpenScape Voice, it is called OpenScape Software Support. Under Mitel’s lifecycle policy, active SWA is required for any support from Mitel.
- Alcatel-Lucent Enterprise (ALE): Software Premium Service (SPS) or the Purple on Demand subscription. According to ALE, a valid SPS agreement gives access to new versions and security fixes.
If software assurance has lapsed, a new agreement or reinstatement is often needed before the PBX can be upgraded.
Before you renew your current contract
- Have the agreed times been met? Ask for statistics on faults, response time and resolution time.
- What are you paying for? Ask for the prices of the support contract and the software assurance separately.
- Is your software assurance active, and until what date?
- What is charged on top of the contract, such as moves, adds and changes, travel and on-call work?
- Do you hold the numbering plan, configuration, licence list and backups yourselves?
- When must the contract be terminated? If it renews automatically, the notice period decides when you can switch.
Security in the contract
Whoever provides your support has access to your PBX, and the contract should reflect that:
- remote access with multi-factor authentication and logging
- personal accounts, removed when they are no longer needed
- security updates according to a plan, tested and installed in maintenance windows
- notification when a vulnerability or fault may affect you
- traceable changes and up-to-date documentation
Personal data
Whoever provides your support often has access to call logs, the directory and voicemail, and sometimes recordings. A data processing agreement (DPA) under the GDPR is then normally needed.
Last updated 30 October 2026.
Common questions
More questions
What does a PBX support contract cost?
It depends on the platform, size, service hours and what is included, such as out-of-hours support, monitoring and changes. Software assurance from the manufacturer often comes on top. You can book a consultation about your environment, and we will put together a proposal.
Do we need round-the-clock support?
It depends on how long your organisation can tolerate an outage. Many choose out-of-hours support for the most critical faults and office hours for the rest.
Can different parts have different service levels?
Yes. The PBX and the operator connection often have a higher level than, say, reporting or voicemail.
Further reading
Solution
Support contracts and managed services
Support contracts with agreed response times, so that your communications work every day.
Solution
Third-party PBX maintenance
Keep the PBX that works. We take over support for MX-ONE, OpenScape and OmniPCX Enterprise and keep your PBX up to date with the manufacturer’s security fixes.
Guide
Switching PBX support provider: how the takeover works
Inventory, access rights, licences and a parallel period, so that nothing is lost.
Third-party PBX maintenance
Start with an inventory
Do you have an MX-ONE, OpenScape or OmniPCX Enterprise? We usually start with a simple inventory of your PBX, licences and integrations, free of charge. You then know where you stand, and we can give you a quote for support, operations or replacement.