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0845 373 3299
WELCOME TO MAXIMUMGROUP.NET
Maximum Group, based in Birmingham are one of the UK’s leading suppliers of business telephone systems and equipment. Plus we are Mitel accredited telephone system maintenance providers.
Logging a call for a fault or request for remote support should be done via email to email@example.com for any Faults on Telecom Equipment and Supportfirstname.lastname@example.org for any Faults with Telephone Lines & Broadband
Please do not email individuals or leave voicemails – if that person is away, your email/call will be delayed/missed. By emailing requests we will be able to ensure continued monitoring.
PROCESS ON FAULT LOGGING
Emails to our Support Desks during standard Support Desk hours, On receipt of your telephone system fault, we will categorise it as follows:
• Major: Unable to either make or receive outside phone calls
• Minor: All non-Major faults
• Moves, Adds & Changes (MAC): All non-fault requests
We will respond within the time-scales as follows. The responses hours shown are within the Standard Support Desk hours. The “initial call” below is either the original call time or the re-opened call time following a previously closed call.
Support Desk response time
(From your initial call/email)Field response time
(From your initial call/email)
Major4 hours 8 hours
Minor8 hours 16 hours
AMCAs detailed below 72 hours
We will endeavour to respond and fix the fault/address your AMC request in accordance with the Service Levels detailed above. It is at our sole discretion whether to fix the fault by remote access or site visit.
ADDs, MOVES & CHANGES (AMCs)
Unless otherwise stated on your Maintenance Contract AMC’s are not included within the provided Maintenance Contract and does not include any remote dial in time, but we are able to build in x number of hours to accommodate your needs if this is something you wish to have this added to the Maintenance Contract please contact your Account Manager with an indication of how many hours per month you would like to be included within the Contract and additional costing for this will be provided.
In the event that no remote AMC is built in additional charges apply, we can provide AMC services on a Time & Materials basis either remotely; minimum of 1 hour or on-site minimum of 2 hours depending on the nature of the requested change.
TIME-SPECIFIC CALL-BACKS/REMOTE ACTION
We understand from time to time that you will need the Support Desk to be available at a very specific time. However, the Support Desk is largely situation-driven and therefore we cannot guarantee a specific time. In extreme circumstances, we will accommodate you by booking a one-hour chargeable engineering slot to ensure one of the engineers remains available at your specified time. Please advise your Account Manager if you would like to make this arrangement.
PERSONS ABLE TO PLACE FAULT CALLS
Except in a genuine emergency Maximum will only accept Emails placed by one of the two contacts nominated on the Maintenance Contract. This is to ensure:
(i) A controlled response to a network fault (to avoid multiple calls on the same problem);
(ii) We have the authority to proceed should the incident become chargeable (non-fault or outside Support Desk scope).
(iii) In the event of an emergency (and neither of the nominated Technical Contacts are available), we will still respond to the request from any member of your organisation so you need to establish any internal control processes and accept our charges where applicable.