Maintenance & Support

Secure your Investment… Secure your Future

Superior customer service and effective communications are the standards by which a business succeeds in today’s competitive marketplace. Downtime from network failures result in lost sales and lost customers. These are losses that no company can afford.

Carousel Industries understands that your communications system is vital to your business success. Your mission-critical communication solutions require a comprehensive portfolio of services and support for converged environments of all sizes. Carousel has the resources and support to enable you to focus on running your business, not your network.

The Carousel support agreement was created to provide the total protection you need to support maximum uptime and reliability of your Avaya/Nortel system. Our commitment is to provide you with the best service and support in the industry. We’ll keep you in touch with your customers so you can serve them best.

Contrary to general thinking, all business partners are not created equal. Carousel Industries has been recognized as Avaya’s only 3-Time business partner of the year. Our platinum certified service organization is the largest of all Avaya’s Global Business Partners, with access to over 4500 technicians and convergence engineers worldwide, including direct access to Avaya/Nortel Engineering. Our clients get the best of both worlds by leveraging Carousel’s expertise and flexibility with Avaya’s back end support.

Classic Care Support Elements for Enterprise Class Systems include:

  • Priority Queuing for Service Requests
  • Emergency Response – 2 to 4 Hours
  • Emergency Service – Disaster Recovery
  • Non-Emergency Response – Next Business Day
  • 24/7 Remote Alarm Monitoring & Resolution
  • Helpline Support
  • Remote Diagnostics & Troubleshooting
  • Access to Tier 3 and Tier 4 Engineers
  • On-Site Technician Dispatch
  • FREE Parts Replacement
  • Preventive Maintenance
  • Discounted Rates on moves, adds and changes

Priority Queuing with Dedicated Toll-Free Line - Support Agreement calls come into a dedicated toll-free number that flows to the top of our call queue. This enables your call to get answered first.

Emergency Response - 2 to 4 hours - Troubles are addressed within a 2-hour or 4-hour response for major troubles and next business day for minor troubles, utilizing our nationwide network of Avaya/Nortel Certified technicians.

Emergency Service - Disaster Recovery - Carousel is committed to restoring basic phone service within 24 hours of notification. You’ll also receive priority queuing for a permanent replacement system.

24/7 Remote Alarm Monitoring - Continuous, 7-day-a-week, 24-hour-a-day monitoring of your systems. Any alarm on your system is thoroughly diagnosed by an engineer whenever it occurs.

Helpline Support - Call Carousel during normal business hours and get the answers you need on products, features/functions and interoperability. Basic help line and application support services are included.

Access to Tier 3 and Tier 4 Engineers - You have access to Carousel’s Network Operations Center and Field Technicians, supported by tiers of product and service engineers, including Carousel’s direct access to Avaya/Nortel Engineering (OEM Support entitlement required).

On-Site Technician with Intelligent Dispatch - With the information gathered via remote monitoring and diagnostics, the correct part and Carousel technician arrives on site ready to resolve the problem the first time, minimizing return visits and downtime.

FREE Parts Replacement & Labor (Full Coverage) - Replacement parts and the labor to install them are included in your Carousel Support Agreement. Avaya/Nortel products are supported by a national distribution system designed to provide the correct part in the shortest interval possible.

Preventive Maintenance - Preventive maintenance routines to perform proactive diagnostics on your Avaya/Nortel systems, which may include replacement of cabinet filters, system error checks, environmental conditions, review of backup performance and reboot schedules.

Global Service Coverage - Carousel offers maintenance and support programs that provide customers with a single source for global service coverage. The quality and service you expect from Carousel is now extended even further. With Carousel’s global partnerships customers can enjoy joint solutions and support, simplified deployment and reduced cost and risk. Carousel’s complete end-to-end global solutions include:

  • Single email alias - globally
  • Single escalation path - globally
  • Service/support for your MM platforms globally - even if not integrated with Avaya/ Nortel PBX
  • 24x7 proactive support/monitoring/problem resolution - globally
  • Global coverage - remote & on-site

Carousel Managed Services (Additional optional services)

Managed Services is the practice of transferring day-to-day related management responsibility as a strategic method for improved operations, with reduced overall costs. Managed Services ensure a fixed amount each month devoted to your communication systems, which allows for financial management and planning. Outsourcing on a fixed basis can mitigate risk, and save money. Carousel has a wide variety of Managed Services – we can tailor the perfect fit for your needs.

Below are the elements of the Carousel Managed Service Offer Portfolio:

  • Service Desk
  • Single Point of Contact
  • Pro-active Systems Health Monitoring
  • Event Remediation
  • Performance Reporting
  • Software Release Management
  • Activity Reporting
  • Remote Change Management
  • Vendor Agency Management
  • Configuration Management
  • Inventory Management

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