Installations & Services

Maintenance Service Levels

Product System Support

The Communications Installations & Maintenance Support includes more than just the standard maintenance package offered by our competitors.  Our aim is to provide you with an all inclusive system support package encompassing the following;

 

Equipment Failure

Statistically 90% of equipment failures are software related. This means that we can respond to the majority of your problems immediately.  By dialling into your system from our remote maintenance operation, we can see the problem and rectify it even whilst you are still making calls.

The same goes for digital handsets.  If a handset problem occurs we can look at its settings and determine the problem in the same way we do for the rest of your system.

 

Remote Alarm

The majority of system will be capable of sending us an alarm, notifying us that you have a problem, probably before you know about it yourself.  This saves us valuable time and helps us respond quickly to your needs.

 

Hardware Failure

If, in the unlikely event of a hardware failure, we have to attend the site, we will have already ascertained the problem from the remote diagnostics.  Because of the modular design of the systems, hardware failure problems are remedied by changing the card or module.  It is not company policy to carry out component failure repairs on site, as this would be too time consuming and cause additional delay.

System Reconfiguration

As a part of your maintenance contract, we will carry out ongoing changes to your system.  For example, introducing a new number to a specific extension, or changing the number of handsets in a group.  We can even remotely change the way your handset operates if you wish.  Just call us with your changes and we will carry out these changes for you, free of charge.


Our Response Times & Contract Details

Standard Cover:

Monday-Friday 09:00-17:00 excluding Bank Holidays.
We aim to respond to minor faults within 16 working hours, major faults (system off) within 4 working hours.

7 Day Cover:

Monday-Sunday 09:00-17:00 (excluding Public/Bank Holidays)
We aim to respond to minor faults within 16 working hours, major faults (system off) within 4 working hours.

24 Hour Cover: (24/7)

24 HOURS PER DAY. (excluding Public/Bank Holidays)
We aim to respond to minor faults within 16 working hours, major faults (system off) within 4 working hours.


General Maintenance Info

Normal cover is between 09.00–17.00, Monday to Friday (excluding weekends and Public Holidays). We may be able to clear some faults over the phone. Advance replacements will always be dispatched prior to return of faulty handsets. If a fault occurs "out of cover" it is advisable to wait until the next "normal cover" day before reporting it.
Out of hours service will be charged at the following rates:-
£175.00 for the first hour and £75.00 each subsequent hour, or part thereof (Excl. Public Holidays).
£ 225.00 for the first hour and £95.00 each subsequent hour, or part thereof (Public Holidays).
Please report all faults to our Service Desk by either email* or telephone.

NOTE - WHEN EMAILING FAULTS YOU MUST SUPPLY THE CONTACT NAME, COMPANY NAME, CONTACT TELEPHONE NUMBER AND A BRIEF DESCRIPTION OF THE FAULT.

*The "Fault Log" time for emailed faults will be deemed to be the time of receipt on our email server. CSP Ltd can not be held responsible for delays to sent emails caused by external influences.

 

SERVICE HOTLINE

0870 750 4523

SERVICE DIRECT EMAIL

Support@csp-uk.com

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