Assurance Services

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E-MetroTel provides full support to the products, applications and services we deliver to the global market. Our solutions are sold and delivered to the market through our network of authorized and certified E-MetroTel Master Reseller and Reseller partners (Reseller) who are highly qualified and fully certified to sell, install, upgrade, support and service E-MetroTel solutions.

For E-MetroTel solutions, End User support is provided by the End User’s solution provider (Reseller). E-MetroTel respects the direct relationship that End Users have with their Reseller and provides support to End Users through and in collaboration with the End User’s Reseller for warranty and service requests.

End Users requiring warranty or support service for their E-MetroTel solution should contact their Reseller. The Reseller responds and in most cases completes the warranty or support service request in a timely and professional manner. In cases where the Reseller cannot quickly resolve the request, the Reseller can directly engage E-MetroTel’s support and service experts by opening a trouble ticket, specifying (1) End Customer Name, (2) System type and Host ID, (3) Software Release level and (4) Call Scenario generating the issue. If the system is down, add to the ticket “Emergency – System Down” and call 214-556-5917 (option #1). The Reseller may also request E-MetroTel assist in providing warranty or support services directly to an End User. E-MetroTel support to End Users is performed in conjunction with the End User’s authorized E-MetroTel Reseller.

 

E-MetroTel Software and Support Services
  • Software and Support Services are ordered in Standard, Premium and Premium Plus options.
    • Standard provides weekday (9 to 5) phone support with a 24-hour response SLA and first year is included with every system purchase.
    • Premium provides weekday (7 to 7) phone support with a 4-hour response SLA.
    • Premium Plus provides 24/7 phone support with a 2-hour response SLA.
  • Standard Support for 1 year is included with every system purchase. Upgrade to Premium or Premium Plus Support Services can optionally be added at time of system purchase.
  • Software and Support Services in Standard, Premium and Premium Plus options include all software upgrades throughout the term of the active Software and Support Service contract including secure remote access to the System for support, updates and troubleshooting.
  • Standard, Premium and Premium Plus contracts are renewable after year 1 for a 1 year term.

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Maintain An Active Software and Support Service Contract

Software and Support Service contracts that have expired, or are due to expire should be renewed to ensure continuity of Services and avoid unnecessary additional costs. Contact your Reseller for a quote.
 

E-MetroTel Hardware Warranty Services

All E-MetroTel Systems (Galaxy Mini, UCX250, UCX450, UCX1000 and Digital Gateways) and Infinity telephones come with a 1-year hardware warranty. Hardware Warranty Services provide “best effort” response time, plus like for like replacement of the E-MetroTel solution hardware if confirmed defective by E-MetroTel within the contracted warranty period.

Hardware Warranty Services can be extended to add an additional year of coverage by purchasing an extended warranty within the year of active Hardware Warrranty service. Extended warranty applies to all E-MetroTel products purchased from E-MetroTel except telephone sets and/or SIP clients. . E-MetroTel products have a maximum Hardware Warranty period, variable by product. Refer to product Bulletins.

The Hardware Warranty does not apply (a) to consumable parts such as batteries that are designed to diminish over time unless failure has occurred due to a defect in materials or workmanship; (b) to damage caused by use with another product; (c) to damage caused by accident, abuse, misuse, liquid contact, fire, lightening, hurricane, tornado, earthquake or other external cause; (d) to damage caused by operating the E-MetroTel products outside E-MetroTel’s published guidelines; (e) to damage caused by service (including upgrades and expansion) performed by non-E-MetroTel-certified individuals or anyone who is not an authorized E-MetroTel representative; (f) to an E-MetroTel product that has been modified to alter functionality or capability without the written permission of E-MetroTel (g) to defects caused by normal wear and tear or otherwise due to the normal aging of the E-MetroTel product, or (h) if any serial number has been removed or defaced from the E-MetroTel product. This Hardware Warranty does not apply regardless of whether any of items (a) through (h) are caused by an internal or external individual.  
 

Expired Assurance Services

Upon receipt of a hardware warranty or software and support service request, E-MetroTel confirms in the manufacturer registry that the equipment has an active Hardware Warranty and/or Software and Support Service contract in place and at the corresponding service level. E-MetroTel will immediately advise the requesting party if the Assurance Service request is NOT covered by an active Hardware Warranty and/or Software and Support Service contract. In the case of an expired Software and Support Service contract, the Reseller and/or End User is required to purchase (a) an upgrade to current release, (b) a Software and Support Service renewal and (c) support hours to perform a system audit and the upgrade at a billable hourly rate provided by E-MetroTel. The Software and Support Service will proceed once the Reseller and/or End User provides an approved purchase order. If the service outcome results in an issue with hardware no longer covered under warranty, E-MetroTel will provide options for resolution. E-MetroTel solutions with expired Assurance Services are not accessible through the E-MetroTel secure remote access tool.

Assurance Services are only considered active if the request for support is initiated by opening a trouble ticket prior to the expiration date of the purchased Assurance Service (Standard, Premium or Premium Plus). Renewals on expired Assurance Services will incur a surcharge to renew.
 

E-MetroTel Professional Services

Introducing a team of highly trained technical experts that believe the development and support of any network/communications environment can and should be much more cost effective, and technical experts need to be much more responsive and reliable.
 

Application Services: Support Services: Advisory Services:
•   Custom application design

•  Application tuning
•  Turnkey Installation
•  Contact Center/IVR customization

•  System maintenance
•  Communications application maintenance & support
•  Database management

 

•  Technical consulting
•  Network architecture & planning
•  Migration planning and strategy
•  System & network audit
•  Technical training
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