What to look for in a Telecom Support Contract

When looking for a telecom provider there is more to choosing them than just the price for the services they provide. What happens if something goes wrong, how will they respond to your problems, will it cost you a fortune to fix or it is included in your support contract?

Here are some top things to look for in a telecom support contract to keep your business communications functioning.

1. Upfront Maintenance

When your telecom system breaks it can cause havoc, and cost you money the longer the problem exists. A good telecom support contract will include regular maintenance, analysing information about previous, or currently known faults to create preventive measures. These measures are then put in place on all systems to prevent the fault arising.

Software upgrades can be done remotely and some providers include these in their support contract but not all do so check your provider keeps your system up to date.

Some telecom providers will also monitor your lines for attempted fraud attacks on your phone systems and networks; providing alerts and blocking fraud traffic when they detect it.

2. Efficient and Open Support

If you need help with using your phone system, does your supplier provide advice and user guides? Some do, but not all, so make sure yours is up to speed with your specific setup.

If you do have a fault, the less time your communications are down the better, so you need a telecom provider whose support will be available when you need them, and efficient in repairing any faults. They should have guaranteed response times to faults with the ability and knowledge to remotely repair your system where possible. However, if the repair needs an on-site visit then you need to know how quick they can have an engineer at your premises and that they carry the appropriate hardware in maintenance stock.

If you do have a problem it is essential to communicate the issue to your customers, but in order to do that you need to know what is happening with the fault. This is where open communication with the support provider is needed. Whether it is through text/email notifications to an off-site line (manager’s personal mobile/email address for example) or regular phone calls to you. The quicker you get updates, the quicker you can update your customers, and even plan ahead for when the lines are active again to handle any backlog.

 3. Clear Up-Front Costs

The biggest detail that any business owner will want to know in regards to support plans is the cost. Some providers will include parts/hardware only while others include labour and site visits, yet some only provide remote support, often with different fees for different levels of support.

When signing up for a support plan make sure that the costs are broken down clearly identifying what is included, such as:

  •  How many hours of support is included?
  • Do you get a designated support specialist?
  • What are the response times to faults?
  • Are site visits included?
  • What equipment is covered?
  • Do any repairs come with warranties?

You can then decide what exactly your business needs, and what will fit within your budget without any surprising costs popping up later on during the contract.

Remember most contracts will not cover things like flood or power spikes, such as lightning or power cuts, so these should be covered by your business insurance.

Always consider what you will need in the future when hiring a telecom provider, not only what you currently have. That way you can plan ahead for any eventuality, and know you are covered already.

If you are considering switching your telecoms and need a provider with the perfect telecoms support plan for you, get in touch with us today. We can put together a tailored support package for you with no hidden costs.

By | 2017-11-22T08:58:34+00:00 September 15th, 2017|News|