Avaya Maintenance, Support, Service and Repair

Avaya Maintenance

Carousel is an expert Avaya Maintenance provider. Our platinum certified 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 Engineering. Our clients get the best of both worlds by leveraging Carousel’s expertise and flexibility with Avaya’s back-end support.

Secure your Investment with Avaya Maintenance Service

Carousel's specialization in Avaya Maintenance and Support provides the resources to service and repair your entire network big or small, enabling you to focus on running your business. Carousel understands that communications systems are vital to the success of every business. We also know that mission critical communication solutions require a comprehensive portfolio of services and support to manage converged environments of all sizes.

Carousel maintenance services was created to provide the total protection you need to support maximum uptime and reliability of your Avaya system. Our commitment is to provide you with the best service and support in the industry.

24/7 Remote Maintenance Alarm Monitoring

Continuous, 7-day-a-week, 24-hour-a-day monitoring of your systems. Any alarm on your system is thoroughly checked by an engineer the moment it occurs, whenever it occurs.

On-Site Maintenance Technician with Intelligent Dispatch

With the information gathered via remote monitoring and diagnostics, the Carousel technician arrives on site with correct parts and ready to repair the problem the first time, minimizing return visits and downtime.

Preventive Maintenance Service Visits

Annual on-site visits by a technician to perform a 17 point check on your Avaya systems, including replacements of cabinet filters, system error checks, environmental conditions, review of backup performance and reboot schedules. A final report with results and recommendations will be provided for your records.

Emergency Response: 2 to 4 hours

Troubles that cannot be resolved remotely (e.g. a part is needed) 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 Certified technicians.

Unlimited Helpdesk 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 and are available as often as you need them.

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 Engineering.

FREE Parts Replacement & Labor

Replacement parts and the labor to install them are included in your Carousel Support Agreement. Avaya products are supported by a national distribution system designed to provide the correct part in the shortest interval possible.

Emergency Service

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

SmartPoint VoIP Network Monitoring

Smartpoint monitoring services provides real-time fault monitoring of the voice platforms and the underlying data network infrastructure. Allowing customer’s to receive maximum performance from their communication platforms, endpoints, applications and entire network, Smartpoint combined with Carousel Voice Support delivers unparalleled total coverage for converged network environments.

Carrier Interface Support

Carousel will work with your carriers to ensure a seamless installation and continue support throughout the contract, including vendor meets. Your business needs will most likely change from time to time. For these reasons, Carousel will conduct an annual carrier audit to ensure that your organization has the correct quantity and appropriate type of network services.

Training Support

If a customer is not completely satisfied at the end of the project training period, additional sessions will be scheduled free of charge. Ongoing training is an important aspect of high quality support. Employee promotions and turnover create the need for training. Access to training sessions is included with a Platinum Support Agreement.

Obsolescence Guarantee

Carousel not only commits to sourcing the finest technology solutions available in the industry, but also commits to providing our customers the right technology at all times. At any point during a lease term, the customer can return all equipment and replace it, with a Carousel provided technology solution that better serves the customer’s needs. Carousel will provide this obsolescence protection to customers that are leasing their current communications system with the Carousel Shield Plan and have a Platinum Support Agreement.

Voice/Data Integration Support

Carousel converged engineers will work closely with your IT staff throughout the installation and provide remote integrated VoIP network support and monitoring during the entire contract period. Carousel has extensive capabilities in the area of Data Networking and IT Security. Carousel can leverage vast resources both internally and through our partner relationships including: