Panasonic Phone System Maintenance

We can provide maintenance for all new Panasonic Telephone System Installations that we provide. We can also take over maintenance of existing Panasonic Phone Systems and even provide maintenance on older phone systems where the maintenance may have lapsed

SYSTEM SUPPORT AVAILABILITY

SYSTEM SUPPORT DETAILS

1. Assist 8/4 Support (8 and 4 hour response) (Dial-up and diagnose, remote support)
This level of support provides a remote dial-up facility to your system between the hours of 9.00am and 5.00pm Monday to Friday (Excluding Public Holidays). If the problem cannot be fixed verbally over the telephone with one of the users then we will attempt to establish a dial-up session. Telephone/dial-up call times, where possible, are managed to 30 minutes a session, after which time the user will be advised to request an on-site visit.

2. Comfort 8/4 Support (8 and 4 hour response) (On-site visits, labour costs only)
This level of support provides on-site support service between the hours of 9.00am and 5.00pm Monday to Friday (Excluding Public Holidays), where a dial-up service cannot resolve the issue in hand. This includes callout and labour for equipment specified in your Equipment Schedule. You will be advised when parts are required and the associated cost. If you decide not to purchase the equipment requested, then we reserve the right to cease support for that incident. In the event that the failure is critical, loan equipment can be supplied on a chargeable basis.

3. Classic 8/4 Support (8 and 4 hour response) (On-site visits, parts & labour)
This level of support provides on-site support service between the hours of 9.00am and 5.00pm Monday to Friday (Excluding Public Holidays) where dial-up service cannot resolve the issue in hand. This includes on-site visits, labour and parts for equipment specified in your Equipment Schedule. One SystemCare visit is also included.

4. Advanced 8/4 Support (8 and 4 hour response) (On-site visit, parts & labour)
This level of support provides on-site support service between the hours of 8.00am and 6.00pm Monday to Friday (Excluding Public Holidays) where dial-up service cannot resolve the issue in hand. This includes on-site visit, labour and parts for equipment specified in your Equipment Schedule. One SystemCare and two ChangePlus are also included.

ADDITIONAL SERVICES

MAINTENANCE ACCEPTANCE AUDIT
Prior to the initial contract agreement Westlake Communications Ltd will audit your equipment to ensure that all items are supportable and that maintenance spares are readily available. There will be a standard charge of £300 for the completion of the audit, subject to completion in one day. Larger audits will be quoted for separately. If you enter into a service contract with Westlake Communications Ltd then the audit is Free. Once we have accepted a service contract, all equipment specified in the Equipment Schedule will have an identifying label.

SYSTEMCARE
Another service, provided within or externally from the contract, is the SystemCare visit. These are scheduled annually as part of the maintenance contract or at an additional cost. The cost of this service is £400 plus vat. Classic 8/4 support and Advanced 8/4 support all include one SystemCare visit per annum. During the SystemCare visit the system engineer will check system diagnostics, check and clear history table, back up your database to floppy disk, check batteries, check software levels and implement maintenance upgrades where applicable.

CHANGEPLUS
Another service, provided within or externally from the contract, is the ChangePlus. This consists of basic on-line system changes, as your requirements alter. The cost of this service is £80 plus VAT per ChangePlus Request.
Advanced 8/4 Support includes two ChangePlus visits per annum.
Forty-eight hours notice is required for this service and is requested by Fax (0870 443 9045).

PLUS
Any of the service levels, detailed in this contract, may be upgraded to the Plus service, which will provide Saturday cover between 9.00am and 1pm.