BenComm
Maintenance

Customer must be on the current release of IP Office (R8.1 and beyond) to purchase the BenComm TotalCare or BasicCare coverage. Customers on IP Office R8.0 and prior must first purchase an IP Office transactional upgrade to the current IP Office release before purchasing the BenComm TotalCare or BasicCare coverage.

Act now to protect against costly system downtime and take advantage of current offer pricing for BenComm maintenance coverage. Contact your Account Executive for pricing.

BenComm BasicCare

  • Break/fix coverage. If a covered IP Office Core System hardware component fails, we’ll fix or replace it, including installation if necessary (phones, accessories, peripheral equipment, etc. are not covered).
  • No charge for IP Office software/firmware upgrade licenses (however, labor for implementation of the upgrade is billable).
  • No charge for system administration refresher course (provided on a monthly basis via webcast or onsite at BenComm training facility).
  • No charge for BenComm Tier 1 & 2 support. BenComm will be your first call for any system related problem. (Additional charges may apply if the issue is not related to the system. For example: User error, dial-tone/service provider related issues, etc.)
  • No charge for BenComm assisted escalations: System related issues that require escalation to Avaya will be handled by BenComm.
  • BasicCare service hours: 8am to 5pm Monday through Friday (excluding BenComm holidays).

BenComm TotalCare

  • Break/fix coverage. If a covered IP Office Core System hardware component fails, we’ll fix or replace it, including installation if necessary.
  • No charge for remote moving of extensions.
  • No charge for remote adding of new users.
  • No charge for remote programing changes of user information.
  • No charge for remote reconfiguration of Auto-Attendant.
  • No charge for remote reset of forgotten user passwords (e.g. voicemail, One-X Portal, softphone, hotdesk, etc.).
  • No charge for IP Office software/firmware upgrade licenses.
  • No charge for remote labor to implement IP Office software/firmware upgrades. BenComm will back up your system, perform the upgrade, and assist in any configuration changes, tweaks, etc. that may be needed as a result of the upgrade.
  • No charge to work with carrier on dial tone related issues (including, at BenComm’s discretion, dispatch for vendor meetings).
  • No charge for system administration refresher course (provided on a monthly basis via webcast or onsite at BenComm training facility).
  • No charge standard Trip Fees (within 30 miles of BenComm office) for billable work. A $75 value per visit.
  • Free remote training of end users.
  • Free backup/restore. BenComm will keep a backup of your system as initially programmed and, when necessary, restore core programming back to a functioning state. (Backup does not include day to day changes or voice messaging.)
  • TotalCare service hours: 8am to 5pm Monday through Friday (excluding BenComm holidays).

BenComm LegacyCare

  • Preferred Coverage for Legacy Systems:

    Preferred Coverage maintenance on your hardware and software covers the cost of repairs for all covered items to maximize the availability of your systems, equipment and applications. The Preferred Coverage option requires you to grant the ability to access your system remotely. Moves, adds and changes are not included, but can be purchased with discounted prepaid service. Coverage is limited to 8am to 5pm, Monday-Friday, excluding BenComm holidays.

  • Preferred Gold Coverage for Legacy Systems:

    This plan offers the same coverage as the Preferred Coverage plan PLUS waiver of trip fees for on-site visits (minimum savings of $75 per visit) and FREE telephone tech line help. The Preferred Gold Coverage option requires you to grant the ability to access your system remotely. Moves, adds and changes are not included, but can be purchased with discounted prepaid service hours blocks of time. Coverage is limited to 8am to 5pm, Monday-Friday, excluding BenComm holidays.