|
Support and Maintenance Services
After sales support has become increasingly ‘mission critical’, which is why Rainbow Telecom has developed customised service agreements. This scheme gives you the peace of mind that, in the event of any problems with your Telecoms hardware, there will be minimal disruption to your daily operations.
Service Desk Support
Rainbow’s technical support team have access to a wide variety of networks, which means they can duplicate a problem situation and make a swift diagnosis.
Hardware Replacement
Our ‘Swap Out’ service means that a critical business application will never need to suffer through hardware failure. In the unlikely event of a hardware item causing a problem, a replacement will be dispatched within 8 hours of notification by overnight courier service.
Software and Firmware Updates
For those customers with software support contracts new versions of major releases are available along with the appropriate documentation. For customers with hardware units using Flash ROM, free firmware updates are also provided.
|
|
Telephone Support
Different companies have different needs in terms of telephone support. For some, support within normal office hours is appropriate, whereas others require 24 hour assistance. This is why Rainbow offers a tiered telephone support structure to suit the needs of your organisation.
Response Times
The telecommunications industry is governed by strict guidelines on service standards, and by supplying your telecoms requirements. At Rainbow we offer a consistent high clearance rate in fixing problems.
Online Diagnostics
The high level of support is aided by online diagnostics which enables faults to be diagnosed and dealt with remotely without the need for an engineer to be called out. In most cases the fault can be fixed remotely, making the service line much faster and more cost effective. The system can also be used for most programming requirements, again, without the need for an engineer's visit. |
