Maintenance Advantage Plan
Customers with Nortel telephone systems often remember a time not too long ago when they had many choices for Nortel support and maintenance. Since Nortel became Avaya, you may feel like you have fewer choices than ever. Rest assured that when it comes to maximizing the uptime of your Nortel/Avaya systems, you have a choice. Continuant’s Maintenance Advantage Plan is the alternative to Nortel support and maintenance plans – the alternative they’d like you to believe doesn’t exist. Whether you have Nortel support and maintenance for a converged Nortel VoIP system that has been recently installed or upgraded, or a legacy Nortel system that you need to keep running for the long haul, Continuant has a solution for you that is flexible, affordable and proven. If you need telecom support and maintenance on a single Nortel telephone system or have standardized on a Nortel telephone system 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 Nortel 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 Nortel 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 Nortel 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 Nortel 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. Do you maintain CS1000, Meridian One, and the rest of Nortel’s systems portfolio?
- Q. Do you maintain my voicemail system and other system adjuncts?
- Q. Am I required to buy PASS?
- Q. I want to keep my Nortel legacy 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. Is Continuant an Avaya channel partner?
- Q. What is the future of my Nortel system?
Q. Do you maintain CS1000, Meridian One, and the rest of Nortel’s systems portfolio?
Continuant provides expert maintenance for the entire portfolio of Nortel telephone systems and adjuncts. Regardless of which Nortel systems you have, you will receive Tier 3 technical assistance and we will guarantee to have all of your system’s critical components, in stock, ready for immediate replacement.
Q. Do you maintain my voicemail system and other system adjuncts?
Continuant maintains all voicemail systems and virtually all adjuncts.
Q. Am I required to buy PASS?
The Continuant Maintenance Advantage Plan is an alternative to PASS. Ask us how you can maintain maximum system uptime and save substantially on your annual maintenance expenses.
Q. I want to keep my Nortel legacy 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 and 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. Is Continuant an Avaya channel partner?
Continuant operates independently from Avaya. Independence from the original equipment manufacturer (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. What is the future of my Nortel system?
Avaya plans to phase out all Nortel systems by migrating customers to their Avaya Aura platform. Continuant can partner with you to maximize the uptime of your Nortel systems for the long haul so that you can migrate to new technology on your time frame.