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Maintenance

G3 is an Avaya Platinum Partner and provides maintenance support for entire Avaya Communication Manager solution and legacy Avaya Definity systems, Exteme Networks and Cisco LAN infrastrucutres and Juniper Networks.

G3's maintenance service offers a complete range of packages which can be tailored to suit your exact requirements. Key features of the service include:

G3 Helpdesk: G3's 24-hour Helpdesk provides first-line telephone support for technical advice to keep customers' systems up-and-running around the clock. The Helpdesk is staffed by experienced engineers who will have a deep understanding of your system. As a result of this, and your system's in-built remote diagnostic capability, our customers enjoy fast ‘first-call resolution' fault clearance times. 95% of all customer faults are fixed remotely, with only the most serious faults requiring an on-site engineering visit.

Software Support and Hardware Replacement Cover: G3 maintenance contracts provide hardware replacement cover (excluding handsets - see below). All hardware replacement is carried out by our own experienced Avaya-trained engineers.

Your maintenance contract also includes software support to cover your vital applications. Because of the complexity and mission-critical nature of software, Avaya has also set-up its own support programme to provide G3 with additional technical resources including:

• 24/7 access to Avaya's software technical team
• On-line ‘trouble ticket' creation to ensure efficient fault resolution management
• Access to Avaya technical library and troubleshooting website
• Minor releases for software applications
• Software media replacement

All this means G3 has the tools to bring speedy resolutions to any system problems. And our customers' only ever need one point of contact - the G3 Helpdesk.

Handset Repair: To help our customers reduce support costs, G3's handset repair scheme keeps a stock of handset replacement parts to fix minor problems associated with wear-and-tear or accidental damage. This has proven to be a far more cost-effective solution for our customers than including handset replacement in the support contract.

International Coverage: In the event of a fault that cannot be fixed remotely, G3's experienced field engineers provide full UK and European coverage. Thanks to the remote diagnostic capabilities of the Avaya/G3 systems, engineers arrive fully-briefed and equipped to minimise fault-clearance times.

Management Information: To help customers understand the performance of their network, G3 provides detailed reports covering: hardware, software, and network faults; total reported faults; average response times; and average clear times.

Inventory Control and Software Book: As part of our maintenance service, each customer site is fully documented to include hardware and software levels and updated programming changes. This ensures our Helpdesk engineers are up-to-date with your system, and means you can always have a full system specification and equipment inventory at any time. Also, because keeping track of software licenses, updates, helpdesk contacts, and on-line resources can be such an onerous task, G3 provides customers with a ‘Software Book' which documents all this vital information. The book is constantly updated to ensure the information is always accurate.

Account Management: Our experienced account managers are available to help you get the most out of G3 and Avaya. Through regular account meetings they will keep you informed about product upgrades, new releases, special offers, and industry trends. And they can help you put together innovative new solutions for your organisation or adapt G3‘s services as your requirements change.

G3's Maintenance Packages: