MB&A Remote-Tek PBX Phone Maintenance vs. Avaya Phone Maintenance
Main Service Level Differences – What You Should Know

MORGAN BIRGÉ & ASSOCIATES

AVAYA

Full support for all software levels/revisions – No need to upgrade unnecessarily

Avaya will provide Software Maintenance Services only for unaltered current releases of the Software and the prior major release.

Spare parts kept on site in a steel lock box next to the PBX – Your parts are ALWAYS available

Utilizes 3rd party depot company (Choice Logistics) creating costly hardware delivery delay

Four hour guaranteed response time starting when Network Management System reports an alarm or when a customer opens a case of trouble

Four hour guaranteed response time starting only AFTER up to three tiers of technicians in Denver exhaust all efforts to clear the problem remotely

Immediate text, e-mail, or paging notification upon alarm generation

Customer will be notified after all efforts are exhausted to clear the problem remotely and it is necessary to dispatch a technician.

100% of technicians have been certified by Avaya

Percentage varies depending on area

Scheduled Preventive Maintenance

Not available

Free on-site UPS and surge suppression equipment and maintained on a scheduled basis.

UPS available for purchase and maintained for a monthly cost for reactive response.

T1/PRI/Local Service Emergency Support

Not Offered

Main Service Level Differences

MORGAN BIRGÉ & ASSOCIATES

AVAYA

All switch and voicemail hardware covered.

1.4 End of Support. Avaya may discontinue Maintenance Services for Products that Avaya or the third party manufacturer has declared “end of sales,” “end of life,” “end of service,” “end of support,” “manufacture discontinue” or similar designation (“End of Support”) from time to time. Avaya will endeavor to provide notice upon the declaration of a Product as End of Support. The discontinuance will be effective at the next anniversary date of the Services Start Date or such later date as specified in Avaya’s notice and the Products will be removed from the list of Supported Products and rates will be adjusted accordingly.

Scheduled off-site back up of switch data (Definity Only)

NO OFF-SITE BACK UP OFFERED

24/7 remote monitoring

24/7 remote monitoring

Genuine Avaya Hardware

Genuine Avaya Hardware

FREE Avaya Definity certified Help Desk

Help desk staffed by Avaya trained employees available for $300 hourly fee