Please refer to our Terms and Conditions at www.premierchoicegroup.com/terms, specifically Clause 6.
1.1. You must read this Maintenance Policy carefully. It forms part of the Agreement between you and us and accordingly you are bound by its terms.
1.2. You are responsible for the use of any Services we provide to you including use by any other person whether or not you authorised or were aware of that person using the Services.
1.3. We may take any of the actions specified under clause 6 including terminating or suspending the Services if you do not comply with the terms as set out.
1.4. We may amend, modify or replace this Maintenance Policy at any time by amending the relevant page on our website. You are responsible for checking the page from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained may also be superseded by provisions or notices published elsewhere on our website or communicated to you in any other way.
2. Maintenance Support Options
2.1. Premier Choice supports customer maintenance contracts with qualified Service Desk and Field Engineers. We will provide an accessible and professional response to your calls and emails should you need advice or if any of your Premier Choice systems develop a fault.
2.2. Our standard working hours are 8.30am to 5.30pm, Monday to Friday, excluding Public Holidays, and our maintenance options can be found below.
|Essential Cover*||Core Service Desk Hours:
8.30am to 5.30pm, Monday to Friday
|10% of hardware costs as set out in the Order Form.|
|Extended Cover*||7.30am to 9.00pm, Monday to Friday
7.30am to midday, Saturday
|15% of hardware costs as set out in the Order Form.|
|Total Cover||24/7/365||17.5% of hardware costs as set out in the Order Form.(Minimum cost £75.00 pcm)|
*Out of hours support is provided free of charge to our customers with Total Cover and charged at £75.00 per incident to all other customers.
2.3. With our maintenance programmes we will carry out any repairs or replacements to equipment, which can also be requested by the customer, that may be necessary as the result of fair wear from the correct operation of the equipment. Equipment maintenance works will be carried out without additional labour or material charges.
2.4. We usually provide a modem to facilitate remote service and support. The service includes remote diagnostics, re-programming and upgrades to telephone equipment and routers as appropriate. You must notify our service desk as soon as possible of any interruption, fault or error with any of our services, including call recording. If you have a legacy PBX or TVM (Voice Mail) and no remote access is available, a Field Engineer may attend your site. For new telephone systems if you decline to provide us with access enabling remote service, Field Engineering visits will be charged at £120.00 +VAT for the first hour and £60 +VAT per hour thereafter.
2.5. Should you require remote changes to be made to your system by our Service Desk Engineers, these can be supported at a cost of £45.00 each.
3. What is not covered
3.1. Cordless analogue DECT phones, Uninterrupted Power Supplies (UPS) and all headsets are treated as consumable items and do not form part of our Maintenance Service.
3.2. The Premier Choice Fraud Protection Service is a prerequisite to Premier Choice Maintenance Services. Please also refer to our Terms and Conditions www.premierchoicegroup.com/terms for maintenance obligations under any agreement.
3.3. Out of hours calls for Essential Cover customers will be charged at £75.00 per incident.
3.4. Cabling and internal network infrastructure is not covered by maintenance. CAT 5/6 cabling, which has been installed and signed off by Premier Choice Engineers, is covered for 12 months.
4. Response Times
4.1. We aim to respond within four working hours to any system failures or major faults. Response times could be up to three working days for minor faults. If we are unable to resolve your issue remotely we may on occasion require one of our Field Engineers to visit your site and this is included in our Maintenance Support.
|Fault Severity||Response Time||Description|
|Emergency||Within 2 Working Hours||Total loss of service.|
|Major||Within 4 working hours||Significant degradation of service impacting >50% of users.|
|Intermediate||Within 8 working hours||Degradation of service impacting <50% but >10% of users.|
|Minor||Within 3 working days||Degradation of service impacting >10% of users or alternative temporary solutions available.|
|Information Request||Within 5 working days||General queries.|
|System Software Upgrades*||To be agreed and scheduled||Modifications or configuration of equipment.|
*Premier Choice will upgrade telephony system and routers if deemed necessary under the maintenance agreement free of charge.
4.2. If a problem is carrier or network-related, our Service Desk Engineers will carry out an internal assessment and co-ordinate responses with the provider to resolve the issue. If a problem is found to be a manufacturer fault, we will liaise with the manufacturer to find a solution.
5. How to contact us
Please call the Service Desk on 020 8300 9495 to report faults and discuss configuration changes. This number is charged at a standard national rate by your telephone provider.Please see Premier Choice Terms and Conditions: www.premierchoicegroup.com/terms
6. Changes to this policy
Please refer to section 1.4. above. Our policy was last updated on 2 February 2018.