Avaya / Nortel Maintenance & Support
Additional Resources
Investing in an attentive and knowledgeable maintenance & support provider for your business communications infrastructure is as important as your investment in the technology itself. Carousel’s deep technical expertise (over 400 Avaya / Nortel certifications!) and our Platinum Certified Avaya Business Partner status ensure that your entire network is kept primed for optimum performance. Carousel’s deep bench is backed by direct access to over 250 Technicians and Engineers, as well as Avaya / Nortel Manufacturer Support nationwide, providing you with the certified back end support and peace of mind which is, well, priceless.
Carousel’s Maintenance & Support program is designed to provide the total protection you need to support maximum uptime and reliability for your entire Avaya & Nortel environment. We address your entire portfolio of mission critical communications systems so you can focus on running your business. Our two-tiered programs are comprised of Platinum Support for total system protection and Gold Support for standard protection includes packages made from the following elements.
24/7 Remote Maintenance Alarm Monitoring
Continuous, 7-day-a-week, 24-hour-a-day system monitoring. Using a wide array of methods, Avaya and any SNMP-enabled gear can ‘phone home’ to the Carousel NOC and instantly inform us of any alarms that might arise. Using Carousel’s NOC systems, the trouble is triaged and then an Engineer thoroughly checks any alarms that require additional steps to resolve.
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. Carousel maintains a network of parts depots at multiple strategic locations nationwide, including some parts stocked directly at airport-based locations, which lets us direct-ship parts to resolve critical failures around the clock.
Preventive Maintenance Service Visits
A technician performs an annual review of your communications systems, including cabinet filter replacements, system error checks, environmental conditions, review of backup performance and reboot schedules. We provide a final report with results and recommendations for your records.
Emergency Response and Service
We address troubles that cannot be resolved remotely (e.g. a part is needed) within a pre-negotiated (typically 2*-4 hour) response time for major troubles and next business day for minor troubles, utilizing our nationwide network of Avaya / Nortel Certified technicians. We address troubles that cannot be resolved remotely (e.g. a part is needed) within a pre-negotiated (typically 2*-4 hour) response time for major troubles and next business day for minor troubles, utilizing our nationwide network of *2-hour response is available in major Metropolitan areas only.
Unlimited Helpdesk Support
We provide the answers for your questions on products, features/functions and interoperability during normal business hours. Basic 8x5 help line and application support services are included and 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 / Nortel Engineering. Carousel invests a significant amount of resources into ensuring that all NOC and field engineers receive generous amounts of training annually, to keep skills current and make sure issues are resolved right, the first time.
FREE Parts Replacement & Labor
Your Carousel Full Coverage Support Agreement includes replacement parts and the labor to install them. Your Avaya / Nortel parts are supported by a national distribution system designed to provide the correct part in the shortest interval possible.
In addition to inventory at Carousel’s numerous nationwide offices, we maintain parts depots at strategically located 24-hour stocking locations.
SmartPoint VoIP Network Monitoring (Platinum Tier only)
Smartpoint monitoring services provides real-time fault monitoring of the data network infrastructure underlying your communications platforms. SmartPoint combined with Carousel Voice Support delivers unparalleled total coverage for your voice network environment, giving you maximum performance from your communication platforms, endpoints, applications and entire network.
SmartPoint Enhanced Monitoring (Custom)
Monitoring VoIP isn’t just about making sure calls can complete end-to-end, it’s also about monitoring voice quality and identifying issues before they happen. With SmartPoint Enhanced, you’ll also have visibility to the individual call level, allowing Carousel and you to find and troubleshoot things like poor call quality with confidence.
Carrier Interface Support (Platinum Tier only)
Carousel works with your carriers to ensure a seamless installation and continued support throughout the contract, including vendor meets. Carousel can conduct an annual carrier audit to ensure that your organization has the correct quantity and appropriate type of network services to accommodate any changes in your business.
Vendor Agency (Custom)
Carousel’s NOC can act as a single point of contact for issues related to selected third party carrier or manufacturer facilities, streamlining troubleshooting and generally resulting in a reduced time to restoral of service for outages.
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 (Platinum Tier only)
Carousel is committed to providing our customers with the right technology for your business communications needs. Our Carousel Shield Plan with Platinum Support Agreement provides obsolescence protection which allows you to return all equipment and replace it with a Carousel provided technology solution during any point of your lease term.
Voice/Data Integration Support (Platinum Tier only)
Carousel 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. Our extensive Data Networking and IT Security capabilities allow us to leverage vast resources both internally and through our partner relationships including:
Receive Email Alerts