Remote-Tek Phone Maintenance

Morgan Birgé and Associates (MB&A) has developed the nation's most comprehensive and customizable telephone maintenance solution called Remote-Tek Phone Maintenance.

Remote-Tek phone maintenance covers all parts and labor during the coverage period at no extra charge depending on service level. Morgan Birgé & Associates (MB&A) will remotely diagnose and repair call center system defects and, if necessary, dispatch a technician on location to:

• Isolate the trouble
• Identify and replace defective components
• Restore system programming to the most recent backup

From the very beginning, we are not only different, but proactively process-driven! 

Prior to the commencement of the Remote–Tek phone maintenance, MB&A will

• Perform an equipment audit to minimize maintenance cost by removing all unnecessary equipment.
• Perform environmental, ground and electrical audit to identify potential faults. 
• Conduct a system audit to identify equipment requiring repair or replacement. 
• Specify, where applicable, the purchase of required back up materials such as software tapes and flashcards.

Performing these steps allows us to not only ensure the maximum functionality of your phone system, but also to reduce your costs because we have reduced your risks.

For the period of the Remote-Tek phone maintenance plan, MB&A will

• Install surge suppression on all digital and analog phone trunks as well as electrical circuits. 
• Supply an uninterruptible power supply—designed specifically for telecom equipment--to ensure proper AC current.
• Supply specific instructions, where applicable, for periodic customer back ups.
• Perform regularly scheduled preventative service calls to clean and test equipment.
• Perform PBX and Voicemail system backup and store off-site at MB&A (Definity PBX only).
• Supply on-site spares of all major phone types

Key features that make Remote-Tek phone maintenance the ultimate solution

• Full Support for all software levels/revisions—No more unnecessary upgrades when your phone system is working just fine. Compare this to the manufacturers who typically only provide current level or one release back only.
• 8x5 Free Help Desk—Throughout the term of your contract you will have direct access to our expertly staffed free help desk as well as your account manager. Most providers charge for help desk service at rates of up to $300 an hour.
• Your phone call will always be handled by a live technician—In addition to the technicians, you will always have your account manager as a contact.
• Available 24x7 Tech Support—you will have round the clock access to a technician trained on your phone system.
• Advanced Alarming Features—Our 24x7 Remote-Tek alarming system lets us know immediately when there is a major problem on your system.  Not only by alerting our Technicians’ computers and cell phones, but also the MB&A Executive’s cell phones.  We can even notify you if you’d like.  Rest assured, in the rare case of the major problem, it WILL be handled immediately.
• Guaranteed Response Times—Because of our proactively process-driven maintenance, we can guarantee a 4 hour response time (for major outages) that begins the minute a Remote-Tek alarm is generated or the customer opens a trouble ticket, whichever happens first. We often begin working on the problem remotely within minutes. Read the fine print in your current maintenance contract. There is no comparison.
• Free On-Site Training—MB&A will train your technical staff and users to more effectively utilize your communications system to maximize uptime and minimize disruptions.
• 100% of our technicians are certified on Avaya equipment—Sounds like a “well, of course they are statement” doesn’t it.  You might be surprised to learn how much that percentage varies depending on the area for other phone maintenance providers, including Avaya.
• Phone Carrier Service Troubleshooting—Ever call your 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 client 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.
• Complete System Documentation—MB&A will provide you with complete and accurate documentation of your phone system.  MB&A will also provide you with escalation sheets with all of the appropriate MB&A contacts.  Exceptional and easy to use service is what we deliver to you from the very beginning.
• On-Site Crash Kits—For appropriate sites MB&A will provide onsite, secured crash kits so that in the event a major outage does occur, we will have you up and running in no time at all.
• On-Site spares of all major phone types
• Complete Outsourced Telecom Solutions—Need coverage while your tech is on vacation?  Want to reduce workload or costs by outsourcing your current Telecom work?  From free phone traffic studies to see if you are overpaying or under-equipped to providing your business with a full Telecom Department, Morgan Birgé & Associates has the solution.

Coverage Times
MB&A Help Desk, diagnostic and dispatch service is available 8:00 am to 5:00 pm, Monday through Friday, excluding posted MB&A holidays.

MB&A also provides 24x7, mission critical support in appropriate applications and upon customer request

Response Times
For major failures (defined as Attendant Console outage, PBX outage, or 25% outage of trunks and/or stations), a technician will be scheduled for dispatch on location within four coverage hours. 

For non-major failures (all failures excluding major failure) a technician is scheduled to respond within twenty-four coverage hours.

Phone Systems MBA Maintains

Contact an MB&A Rep Today and let us create a customized solution for you.

Click here to compare Remote-Tek phone service to the manufacturers (Avaya) plan.

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