IP Voice Solutions Service Agreement: Levels of Cover

Essential Edition

System and AVAYA desk Handsets (See Exclusions)
1 x Health check per 12 months up to 1 Hour on site
4 x 15 Minute Remote Blocks
Unlimited Help Desk Support (See T&C 3.3)
Dedicated Account Manager

Preferred Edition

System and AVAYA desk Handsets (See Exclusions)
2 x Health check per 12 months up to 1 Hour on site
12 x 15 Minute Remote Blocks
AVAYA IPOSS 1 year – Major and Minor release of AVAYA Software
Labour costs for system upgrades (See T&C 1.1, 3.4, 3.7)
Unlimited Help Desk Support (See T&C 3.3)
Dedicated Account Manager

Enhanced Edition

System and AVAYA desk Handsets (See Exclusions)
4 x Health checks per 12 months up to 1 Hour on site
All remote requests, changes and modifications – Based on Number of Users in AVAYA system
AVAYA IPOSS 1 Year – Major and Minor release of AVAYA Software
Labour costs for system upgrades (See T&C 1.1, 3.4, 3.7)
2 x Half Day training sessions for staff (In office or via SCOPIA Bridge)
Unlimited Help Desk Support (See T&C 3.3)
Dedicated Account Manager

Exclusions

DECT and Wireless Handsets are not included in this agreement.
Corded and Wireless Headsets are not included in this agreement.
Workstation and Server Hardware is not included in this agreement.
Any items including hardware or software that is not supplied by IP Voice Solutions is not covered under this agreement.
Issues arising with workstations, software or user rights for AVAYA or 3
the responsibility of the client’s IT Support. IP Voice Solutions will work with IT Support if required.
All hardware on site must be in a working condition with no faults or physical damage, if so those items will be removed from this agreement.

** Full remote access via VPN or RDP is required for all sites and servers where AVAYA software is installed; otherwise a call out fee will apply.