Solutions · Support contracts and managed services
Support contracts for PBX, Teams and contact centre
With a support contract for your PBX, Teams or contact centre, we take care of support, monitoring and updates as agreed, so that you can focus on your business.
We usually start with a simple inventory of your PBX, licences and integrations.
What we do
We stay with you after installation
A communications solution is never completely finished. Users come and go, systems are updated and the organisation changes. With a support contract, you have a partner who knows your environment and looks after it.
We tailor the contract to how critical communications are for you, with the response and resolution times (SLA) you need. Support is open on weekdays during office hours, and if you need out-of-hours support in the evenings and at weekends, it can be included in the contract. We provide remote and on-site support throughout Sweden and in Germany, and in other countries through our partners. You have a single contract, with us, and we make sure the agreed times apply even where a partner does the work.
What’s included
- Support by phone and email
- Troubleshooting and resolution, remotely or on site
- Security updates and new versions
- Monitoring of operations and capacity
- Changes such as new users, numbers and workflows
- Licence management and regular reviews
Benefits
What you get
Predictable
Clear commitments and a cost you can plan for.
Preventive
We update and check your systems before problems arise.
Engineers who know you
You deal with engineers who know your solution and its history.
Easy to review
Measurable times, reports and review meetings, so that you can see the contract is being met.
The support contract
What the contract can include
The contract is built from parts chosen according to how critical communications are for you. The terminology follows the guidance on availability requirements from the Swedish Post and Telecom Authority (PTS): fault, fault reporting, response time, resolution time and maintenance window.
| Part | What it means |
|---|---|
| Fault reporting and support | Contact channels, named contacts, status updates and escalation, including to the manufacturer |
| Response and resolution times by priority | Service hours, response time and resolution time for critical and other faults, and out-of-hours support, tailored to your needs |
| Remote support and on-site service | Remote access with multi-factor authentication and logging, and engineers on site when needed |
| Monitoring | Alerts from the PBX, gateways and SBC, and action when an alert is raised |
| Security updates | A plan for patches and new versions, tested and installed in maintenance windows |
| Software assurance with the manufacturer | For example Mitel Software Assurance or Software Premium Service from Alcatel-Lucent Enterprise (ALE), which entitle you to new versions and patches |
| Spare parts and hardware | Replacement of cards, gateways, DECT base stations and servers within the agreed time |
| Changes | Moves, adds and changes of users, numbers, queues and workflows |
| Documentation and backups | Numbering plan, configuration, licence register and backups that can be restored |
| Integrations | Connections to the contact centre, attendant console, Teams and other systems, tested whenever one of the systems is upgraded |
| Service reviews | Service review meetings with statistics on faults, resolution times and outages, and suggested improvements |
How we work
From the first conversation to day-to-day operations
01
Discovery
We review how you work today, which systems you have and what you want to achieve.
02
Proposal
You receive a concrete proposal covering technology, timeline and cost, and we explain our choices.
03
Implementation
We install, integrate and test, and we train your users and administrators.
04
Operations and support
After go-live, we stay with you for support, updates and further development.
Common questions
Frequently asked questions about support contracts and support
What does a support contract include?
It is tailored to how critical communications are for you: support, troubleshooting, updates and changes, and where needed, monitoring and agreed times by priority. The integrations with other systems, such as the contact centre and Teams, are usually included too.
What is the difference between the support contract and software assurance?
The support contract covers our work: fault reporting, troubleshooting, changes and service reviews. Software assurance is taken out with the manufacturer, for example Mitel Software Assurance, and gives you the right to new versions, security patches and the manufacturer’s support. You usually need both.
How are availability and resolution time measured?
Availability is stated for a period, and resolution time is often counted only within service hours, so check how your contract calculates it. According to PTS, 99 per cent availability around the clock corresponds to just over three and a half days of outage a year.
Can you take over the operation of an existing solution?
Yes. We describe how the takeover works, with an inventory and a parallel period, under third-party PBX maintenance.
How are security updates handled?
We follow the suppliers’ patches and schedule updates in planned maintenance windows, with testing and a rollback plan. Certificate renewal is also included, as certificates have to be renewed more and more often.
Do you sign data processing agreements?
Yes. When we process personal data on your behalf, for example in call logs, recordings or the contact centre, we sign a data processing agreement (DPA).
Further reading
Guide
PBX support contract: what it should include
Response times, updates, software assurance and remote access: what the contract should say.
Guide
Switching PBX support provider: how the takeover works
Inventory, access rights, licences and a parallel period, so that nothing is lost.
Guide
Redundancy and failover for telephony
Dependencies, backup routes and how to test that continuity holds.
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.
Solution
Critical communications
Resilient telephony, contact centre and alarms, with redundancy and backup routes, for organisations that cannot afford downtime.
Solution
PBX and telephony
Delivery, upgrades and operation of PBXs from Mitel and Alcatel-Lucent Enterprise, such as MX-ONE, OpenScape and OmniPCX Enterprise.
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.