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24/7 | Report A Fault | Terms & Conditions

24/7

If telephone systems are so reliable why pay hundreds or even thousands of pounds maintaining them? Well at Swan you don't have to.

Only you can put a price on the consequences of a system failure and if all you want is for us to come out and fix things when they go wrong, then fine that's what we'll do. Our service is designed around the way you work, not the way we work. You want choice and flexibility and we're prepared to give it to you. ALL our clients have access to a 24/7 answering/fault reporting line, so you can rest assured that you can contact us at any time of the day, any day of the week.

Our bespoke support services comprise of Response only (expert technical telephone support & diagnosis) Response & Replace and/or our Software Migration Guarantee, thus allowing you to build a package that suits, reduces your costs, and all without compromise.

Our team of qualified engineering staff are solely dedicated to servicing and maintaining Alcatel-Lucent telephone equipment. Each highly trained technician is equipped with specialist tools, key spare parts and a standard of knowledge that is unsurpassed in the industry.

Our In-house support team means that in many cases we can rectify problems remotely and without the need to contact the manufacturer. However in the event of you needing a site visit, on-site technical support engineers ensure problem diagnosis and resolution including replacement of faulty components with response times ranging from 4 - 48 hours.

Levels of Cover

Standard Service Level:
Monday to Friday 0900 - 1700 (Excluding Public Holidays)

Extended Service Level:
7 Days a week 0900 - 1700 (Excluding Public Holidays)

Premium Service Level
24 hours 365 days

Should you wish to spread your service payments over 12 months, please contact us and we will be happy to set up a standing order for you.

Definitions

Hardware: The replacement of hardware (subject to availability) in line with the response times detailed below to rectify faults (Our agreement excludes analogue handsets which may be covered under separate warranty agreements).

Software: The replacement of software (subject to availability) in line with the response times detailed below to rectify system faults.

Cabling: The replacement of cabling (as defined below) in line with the response times detailed below to rectify cable faults.

Handsets: Supported by Replace (as defined below)

Telephone Cover: 0870 870 1762 (national call rates apply) A dedicated help line for efficient, effective responses.

Definition of Terms

Response Times: Upon receiving a call to log a fault, a Swan service engineer or appointed contractor will first attempt to diagnose/rectify the fault via remote modem connection, failing this, an onsite visit will be made within normal working hours as described below.

Priority 1: The Company shall respond to any incident within a targeted average of 4 working hours from receipt of the incident report.

Priority 2: The Company shall respond to any incident within a targeted average of 16 working hours from receipt of the incident report.

Loss of Service Definitions

Complete Loss of Service: Complete failure of the system to process calls but exchange lines switched to designated 'drop back' extension.

Major Loss of Service: Failure of a component, circuit board or assembly affecting 25% of the traffic handling capacity of the system

Replace: This is a service to replace digital handsets. This service is offered on all the company's proprietary handsets as a next day advance replacement service.

Cabling Cover: Cabling is not covered under our standard maintenance agreement however structured cabling is covered by a 25 year manufacturer's warranty.

Telephone Cover: Call 0870 870 1762 for details (national call rates apply)

Telephone advice is given free to a customer if contact is made via the special advice hotline. This will cover the options as detailed below:

Feature description and usage advice

Alternative network options (LCR & CPS)

Feature enhancement request

General enquiry

For further information please refer to Swan UK Limited Standard Terms & Conditions or click here to read our Terms & Conditions of Maintenance

Response Only Support

To ensure a quick response and fault diagnostic we charge just £99 for systems blow 10 extension users, £199 for systems between 10 and 30 users and £349 for systems above. This cover simply gives you instant access to an expert technician, who can diagnose your fault and provide details on how to resolve the problem. If replacement parts are required we provide them to you at trade prices and that up to 40% cheaper than the suggested selling price.

Why chose this level of cover?

If, like us you're happy to acknowledge that your system is reliable and you don't want to waste money on so called maintenance cover.

* This service option is not advised for systems with more than 80 extension users.

Click here or call us on 0870 870 1761 for details of our bespoke service agreements.

Response & Replace

This option, charged at 7% of your total equipment cost for normal working hours or 14% for extended cover (obtained by a system audit) and covers both fault diagnosis and resolution. In other words even if the main CPU is down and needs replacing, we'll replace it, all within the terms of the agreement.

Why chose this level of cover?

If you acknowledge that your system is reliable but you want the added peace of mind of having a fixed, manageable cost.

Software Migration Guarantee

This enhanced level of support, coupled with either response only (option A) or response and replace (option B) guarantees that whenever a software revision is released from the manufacturer, be it a major release allowing new features & enhancements or a minor release that would simply address abnormalities, we'll cover it. That's supply & install.

Why chose this level of cover?

If you appreciate that to evolve is fundamentally more cost effective that to replace. This cover ensures that your initial investment remains protected and that you'll always be up-to-date.

* Initial charges may apply in order to migrate your system to the latest level of software. These costs will vary dependant of system age, type and configuration.

Click here or call us on 0870 870 1761 for further details of our bespoke service agreements.