Voice support
Rapid support systems designed to meet your business requirements
- Fully project managed installations
- Tight scheduling and a single point of contact throughout
- Full management of analogue or ISDN line installations
- Manufacturer trained engineers in full uniform
- Nothing sub-contracted, your guarantee of quality
- Handover on schedule and to budget
There is a wealth of telecoms engineering experience at Opal, and that support is available to all our customers.
As a customer you get access to a dedicated team who can answer all your technical questions should the system develop a fault. The team will listen to your concerns and act quickly to resolve any problems. With the details of your telephone systems held on our management systems, we can quickly diagnose faults. With remote diagnostics and reprogramming, we can actually clear 55% of calls within 30 minutes by dialling into your systems from our offices.
At other times, your system might need technical support on site. Opal has a team of skilled engineers who will repair your equipment at its location. We keep a store of key spares and will have an engineer at your office with the correct spares kit very quickly when needed.
Our maintenance plans are based round three service levels which all include callouts, labour and parts to keep your system functioning correctly. We can also customise a plan to suit any special requirements.
| Standard | Priority | 24 hour | |
|---|---|---|---|
| Callouts | Included | Included | Included |
| Parts | Included | Included | Included |
| Labour | Included | Included | Included |
| Working hours | 9am to 5pm | 7am to 7pm | 24 hours a day |
| Working days | Mon to Fri | Mon to Sat | 7 days a week |
| Bank holidays | Excluded | Incl (ex Xmas) | Included |
| Response time | 8 working hours | 4 working hours | 4 working hours |
| PIN code * | Excluded | Included - functions for hours above | Included - functions 24 hours a day |
* A PIN code is used to transfer calls to our duty engineers during the extended coverage hours when our main office is closed.
You may also upgrade a standard or priority contract with a 24 hour PIN code which enables you to obtain chargeable advice and callouts 24 hours a day in the event that you wish to obtain service outside your contract hours in an emergency.