Maintenance & Support
When it comes to maximizing the uptime of your telephone system and/or data network, you have a choice. Continuant’s Maintenance Advantage Plan is the alternative to OEM maintenance and support – the alternative the OEM would like you to believe doesn’t exist. Whether you have a converged VoIP system that has been recently installed or upgraded, or a legacy telephone system that you need to keep running for the long haul, Continuant has a maintenance and support solution for you that is flexible, affordable and proven. If you have a single site or have standardized on a single platform nationally, we’re a great fit. If you have diverse telephone systems – new and old, large and small, multi-vendor – across North America, that’s even better.
Continuant’s Tier 3 Avaya NOC engineers have a high level of technical expertise on all Avaya systems and provide expert support. Continuant’s Tier 3 engineers are available to provide immediate access to technical support 24/7. In addition, you will be assigned a dedicated Continuant Named Account Manager. Your NAM will provide a single point of contact for all your needs, and will work to know your team and how your company likes to do business.
Continuant has assembled one of the finest teams of Tier 3 engineers in the nation and maintains a Tier 3 to ports under maintenance ratio of 1:24,000. This ratio is far higher than the OEM’s ratio, which provides Continuant the ability to respond much faster to our customer’s maintenance, repair and technical support needs.
Proactive Prevention and Protection
Every customer is assigned a Continuant project manager and a manufacturer-certified engineer who conducts a Maximum Uptime Analysis™ of your covered systems. Each system is accurately documented and then analyzed for potential problems. The results of the Maximum Uptime Analysis™ are then delivered to you with recommendations to improve reliability, security, and maximum uptime.
Single Point of Contact
Each customer is assigned a dedicated Continuant Account Manager and team who knows your systems and your expectations. Continuant provides you with a single point of contact that will proactively work with you to ensure that your uptime is maximized.
Real Time Technical Hot Line Support
Continuant Tier 3 Avaya engineers are available with virtually no wait, 24/7. Continuant does not restrict your access to technical support for repair issues only. Our Tier 3 Avaya engineers will support you with your MAC work, and will answer any questions that you may have regarding the day-to-day administration of your Avaya system.
Continuant will protect your systems by providing a guaranteed Time to Restore. If we ever miss our agreed upon SLA, we will credit your account 50% of that month’s maintenance billing.
If for any reason you are not completely satisfied with our service, you may cancel your agreement during the first year of coverage with no penalty.
Complete Parts and Labor Warranty
Continuant will immediately replace any failed component under coverage. Continuant guarantees that all of your critical components will be kept in stock at all times.
Managed On Site Critical Spares
As part of our Maximum Uptime Analysis™, Continuant conducts a critical analysis of all system components. These components can then be stocked on the customer’s site. Replacement of failed components takes minutes… not hours.
Continuant will provide an annual inspection of your system to ensure that it is in proper working condition. We will report back to you. When was the last time your existing vendor performed preventive maintenance?
No End-of-Life or End-of-Support Announcements
We guarantee that we will provide full maintenance and support on your legacy system for the life of our agreement. We will not announce end-of-life or end-of-support and will NOT pressure you to upgrade.
Technical Expertise on Legacy Systems
A manufacturer-certified engineer who understands your legacy system is just a phone call away, with virtually no wait, 24/7. Continuant’s maintenance advantage plan provides unrestricted access to technical support for easy resolution of repair issues. Our Tier 3 engineers are also available to provide the support you need for your MAC work, or answer any questions you may have regarding the day-to-day administration of your systems.
Flexibility and Fairness
If you replace a system under coverage, you choose whether to transfer the coverage to the new system or remove the coverage. And, if your system configurations change during the year, your coverage can change with them. Or, in the event of a site closure, you can remove the systems from coverage with no penalty.
Remote Monitoring and Resolution (TDM)
When you work with Continuant for Remote Monitoring and Resolution, you will not have to wait for a site visit. Our highly skilled engineers are available 24/7/365 to analyze your problem and then work remotely to fix it.
Here's How It Works
The first step is to assess your current situation. To do this, we will visit your site, take inventory of your equipment, and record all relevant details such as make/model, and authentication. Then, we will back up all your firmware and your equipment configuration.
When this process is complete, we will secure your system with a Guardian and connect your Analog Line used for Remote Access and Alarm Reporting. The Guardian adds an additional layer of security, right at the physical line, so that only those using secure authentication code will be permitted access to modem and downstream equipment.
Monitoring & Remediation Process
The Continuant Guardian allows an alarm notification out to our Network Operation Center (NOC) via an Analog or POTS line.
Our NOC immediately notifies our manufacturer-certified engineer, and together they will call up the alarming device via remote-access Analog or POTS dialup (or other remote-access method that is in compliance with your corporate remote-access policy).
Our engineers will then analyze the situation, identify the problem, and resolve the issue.
- Q. Why should I consider Continuant?
- Q. What systems does Continuant maintain and support?
- Q. Does Continuant have manufacturer-certified engineers and technicians?
- Q. Does Continuant provide a Technical Assistance Center?
- Q. Does Continuant provide remote monitoring?
- Q. Where does Continuant provide service?
- Q. Does Continuant provide a Service Level Agreement (SLA)?
- Q. What is Continuant’s relationship with Avaya, Nortel, and Siemens?
- Q. The OEM is telling me I must upgrade my system in order to receive maintenance and support. Is this true?
- Q. I understand that with Continuant’s Maintenance Advantage Plan I will not be pressured to upgrade my systems, but what if I need an upgrade to take advantage of new capabilities?
- Q. I want to keep my systems running “as is” for the next few years, because my plan is to migrate to a unified communications (UC) solution in the future. How does my future plan fit with Continuant’s Maintenance Advantage Plan?
- Q. I’m not familiar with Continuant. How can I be sure I’m making a good decision?
Q. Why should I consider Continuant?
Continuant has a proven track record of providing comprehensive maintenance solutions for enterprise communications systems. Not only do we offer the highest level of customer service in the industry, but we can help you save as much as 50 percent on your annual maintenance expenses. Don’t believe us – click here to see what our customers have to say!
Q. What systems does Continuant maintain and support?
Q. Does Continuant have manufacturer-certified engineers and technicians?
Yes. Continuant engineers and technicians go through rigorous training, including certification from the OEM. Our staff includes engineers with Tier 3 level expertise on all of the systems that we maintain, and who are available for immediate assistance, 24/7/365.
Q. Does Continuant provide a Technical Assistance Center?
Yes. As part of Continuant’s Maintenance Advantage Plan (MAP) Continuant provides immediate access to Tier 3 engineers who know your system and your expectations. All calls are answered by US-based engineers who can resolve your problem without multiple transfers, lengthy hold times, or requiring you to explain your issue several times.
Q. Does Continuant provide remote monitoring?
Continuant’s Network Operations Center provides real-time monitoring of your system, and is staffed 24/7/365 by experienced engineers who can make objective decisions and conduct trend analysis to determine the best course of action to ensure maximum uptime for your systems. Frequently, we will resolve problems before you are aware of them and proactively replace failing components before you experience downtime.
Q. Where does Continuant provide service?
Headquartered in The United States, Continuant provides service to customers throughout the Western Hemisphere. Continuant maintains a network of over 1,500 proven dealer affiliates. Our vast network ensures our customers a greater depth of resources and faster response.
Q. Does Continuant provide a Service Level Agreement (SLA)?
Continuant provides the best SLA in the industry. Typical OEM SLAs simply provide a “guaranteed” time to respond. Even those “guarantees” frequently do not include penalties to enforce the guarantee, leaving the customer with little more than a guarantee of best effort. Continuant’s SLA provides customers with not only a guaranteed Time to Respond, but guaranteed Time to Restore, as well. Continuant also provides an online report that allows you to track SLA adherence. And, if Continuant ever misses an SLA, you’ll receive a credit on your next month’s invoice.
Q. What is Continuant’s relationship with Avaya, Nortel, and Siemens?
Continuant operates independently from the original equipment manufacturer (OEM). Independence from the OEM enables Continuant to provide unbiased consultation and certified support irrespective of OEM policies – policies that frequently serve the best interest of the OEM rather than the customer.
Q. The OEM is telling me I must upgrade my system in order to receive maintenance and support. Is this true?
It may be true as it applies to the OEM, but it is not true as it applies to Continuant. Continuant will provide expert maintenance for your systems regardless of their position in the OEM lifecycle. Continuant believes customers have the right to receive maximum longevity and value from their technology investment. No forced upgrades. No pressure to upgrade. Guaranteed.
Q. I understand that with Continuant’s Maintenance Advantage Plan I will not be pressured to upgrade my systems, but what if I need an upgrade to take advantage of new capabilities?
Our goal is to help you receive maximum longevity and value from your communications system. If you deem an upgrade to be advantageous for your business, you have the freedom to choose. You can either work directly with the OEM, an OEM channel partner, or have Continuant provide a single point of contact that can coordinate the entire project on your behalf.
Q. I want to keep my systems running “as is” for the next few years, because my plan is to migrate to a unified communications (UC) solution in the future. How does my future plan fit with Continuant’s Maintenance Advantage Plan?
Unlike the OEM, Continuant provides an ideal maintenance solution for your legacy systems until you migrate to UC. With our UC experts on staff, we can assist with the migration if/when you would like us to. When the UC migration is complete, you choose what you would like to do next – either have Continuant maintain the UC system, or cancel your Continuant agreement without penalty.
Q. I’m not familiar with Continuant. How can I be sure I’m making a good decision?
Continuant offers all of our customers a 100% Satisfaction Guarantee. If for any reason you are not completely satisfied with our service, you may cancel your agreement, during the first year of coverage, with no penalty.