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Support Plans

We all can relate to the benefits of reliable support, whether obtained through everyday Helpdesk queries or rapid response to a catastrophic failure. Knowing that your business communications technology is being maintained with the best service in the industry can provide you with a peace of mind that allows you to focus on your business objectives rather than worrying about your users will have dial tone. Carousel’s Maintenance & Support Plans offer optimum reliability and performance at the level of service you feel comfortable with for your individual business communications needs. From the mundane to the catastrophic, your technology is in good hands with Carousel.

Carousel offers three levels of support plans so you can choose the depth of maintenance you desire.

• Platinum – Total System Protection
• Gold – Standard Protection
• Silver – Block of Hours

PLATINUM Support Plan: Total System Protection

• Priority queuing for service requests
• Guaranteed Emergency Response - 2 to 4 hours
• Guaranteed Non-Emergency Response - Next Business Day
• Remote Alarm Monitoring & Resolution
• Helpdesk Support
• Annual System Review (preventive maintenance) once per year

Plus

• SmartPoint VoIP Network Monitoring
• Carrier Interface Support
• Voice / Data integration Support
• Training Support
• Discount Rates on moves, adds and changes.
• Obsolescence Guarantee (**Must be financed with the "Carousel Shield")

SmartPoint Upgrade

Extend Carousel’s SmartPoint Remote Monitoring Service to YOUR ENTIRE DATA NETWORK!! Enjoy the convenience and peace of mind of going to ONE COMPANY to ensure that any anomalies, anywhere throughout your system are quickly identified and resolved. Contact your Carousel Representative for more details and pricing.

GOLD Support Plan: Standard Protection

• Priority queue for service requests
• Emergency Response - 4 hours
• Non-Emergency Response - Next Business Day
• Remote Alarm Monitoring & Resolution
• Helpdesk Support
• Annual System Review (preventive maintenance) once per year

SILVER: Block of Hours

Carousel offers advanced purchase of blocks of technical labor hours
(minimum of 20 hours)

• Blocks are purchase pre-paid in advance
• Discounted Labor Rates
• All Parts are billable
• All required Tier 3 Manufacturer support is billable