Phone Maintenance FAQs

Does MB&A provide maintenance support for systems that Avaya no longer supports?

What happens if our switch or voicemail has known problems or there is defective equipment when you do your initial inspection before we are a phone maintenance customer?

What is the procedure for replacing a broken or defective telephone?

Will I be notified of alarms and outages on nights and weekends?

My phone line has static, what do I do? 

I think I’m having problems with my service but I don’t know what’s wrong.  What do I do?

If I am a phone maintenance customer, who is responsible for the cost of replacing defective equipment

Who is responsible for backing up the system to flashcard, tape, or optical media?

Do I have to buy flashcard to store this off-site back up information?

Are CSUs covered under the phone maintenance program?

What is the availability of parts for our phone systems?

Does the program cover the cost of dispatching technicians?

What is the response time for dispatched technicians?

Is MB&A authorized to work with the federal government? Does MB&A have a GSA Schedule?

Does MB&A provide maintenance support for systems that Avaya no longer supports?
Absolutely. In fact that is the core of what we do. Click here to see a link of our most commonly serviced equipment.  If you don’t see your system there or if you are not sure of what you have, that’s ok!  Just give us a call for a free consultation.

What happens if our switch or voicemail has known problems or there is defective equipment when you do your initial inspection before we are a phone maintenance customer?
In order to provide you with the best possible maintenance and service on your system, the voicemail, switch, and other equipment must be working properly when we begin coverage. Morgan Birgé & Associates will correct any problems prior to the start of the maintenance agreement, often at no additional charge, when you sign up for our phone maintenance plan.

What is the procedure for replacing a broken or defective telephone?
As part of Remote-Tek phone maintenance, you will have on site replacement phones for all major types of phones that we are servicing in your office.  You can swap out your phone with the spare, if time is critical, and ship the defective one back to us using the pre-printed labels we provide to you. We're also happy to dispatch a tech to swap out phones if you prefer.

Will I be notified of alarms and outages on nights and weekends?
Our 24x7 Remote-Tek alarming system lets us know immediately when there is a major problem on your system.  We alert not only our technicians’ computers and cell phones, but also the MB&A Executive’s cell phones.  We are notified days, nights, and weekends so that you don’t have to worry about your phone system.  However, if you would like to be notified as well, we can do so by email, text messages, or telephone.  Rest assured that in the rare case of the major problem, it WILL be handled immediately.

My phone line has static, what do I do? 
We know static can be frustrating. The first step is to try to isolate the problem: is it happening on your phone only, a group of phones, or you entire system?   Does it happen on internal calls, or when you dial out?  Try to gather as much info like this and simply give us a call.  We will take it from there.

I think I’m having problems with my service but I don’t know what’s wrong.  What do I do?
Ever call your system provider only to be told it’s a problem with the carrier service?  Then call the carrier service only to be told it’s a problem with your system?  No more wasting hours of your time.  As a Remote-Tek phone maintenance customer all you have to do is make the initial call, we’ll take it from there and keep you informed as to what is going on until the problem is resolved.  We will handle ALL of your phone maintenance so you do not have to.

If I am a phone maintenance customer, who is responsible for the cost of replacing defective equipment?
MB&A is 100% responsible for all costs of defective equipment, including sourcing, transporting, installing or repairing, and even for the cost of freight associated with returning the defective equipment.

Who is responsible for backing up the system to flashcard, tape, or optical media?
Unlike most providers, MB&A is responsible for backing up the translation data on your Definity system. We will store that back up media offsite for disaster recovery purposes.

Do I have to buy flashcard to store this off-site back up information?
No.  MB&A will provide media free of charge.

Are CSUs covered under the phone maintenance program?
Unlike most providers that do not cover CSU’s or only internal but not external, MB&A’s Remote-Tek phone maintenance plan covers all CSU’s.

What is the availability of parts for our phone systems?
Morgan Birgé & Associates keeps a significant inventory of spare parts for all systems that we cover under maintenance so you never have to wait for a part to arrive.  We also provide on-site crash kits at many company locations  so that you will never be without the part you need.

Does the program cover the cost of dispatching technicians?
YES

What is the response time for dispatched technicians?
Generally, the on-call technician will dial into the switch and start working on the problem within minutes of a major alarm being generated or a call is received. If a technician needs to be dispatched, the guaranteed response time is 4 hours for a Major Failure.

But guaranteed response times don’t tell the whole story. See what our customers say about our service and response to their needs by clicking here.

Is MB&A authorized to work with the federal government? Does MB&A have a GSA Schedule?
Yes. MB&A is fully authorized to work with the federal government and maintain Avaya phone systems under GSA Schedule Contract #GS-35F-0495V.

Any other questions?  Feel free to contact us today to answer them or for a free phone system or phone maintenance consultation.

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