Maintenance Plans

Coverage Extended Hardware Warranty Monitor and Maintenance MyTelco Service Assistant
Pricing: Call For Pricing* Call For Pricing* Call For Pricing*
Eligible Systems Core Telecom certified Phone sets and servers All KeyNote series systems All KeyNote series systems
Hardware Replacement of Core Telecom supplied servers and telephony cards beyond standard warranty period Core Telecom certified servers and Sangoma cards monitored for system performance and critical errors Configuration changes to Core Telecom supplied telephony cards as per customer and carrier planned requests
Replacement of Core Telecom supplied or certified phones beyond standard warranty period Monthly reports emailed to designated contact Trouble-shoot telephony card service problems
Software Critical updates for Core Telecom supplied and installed software and hardware Quarterly service updates for servers and KeyNote software provided as per Customer Solution. Phone set software updates are provided to client and installed on automated boot server. Unlimited user moves, adds and changes (MAC) using SecureConnect remote service for KeyNote Enterprise software
Labour Warranty labour additional Necessary labour included to monitor equipment and provide software updates. Remotely troubleshoot dial tone issues up to MPOE. Analog lines may require customer assistance. Issues beyond MPOE billed under Addendum B services flat rate.

 

  • Response times for all our extended support and extended warranty plans
  • All warranty or support requests must be initiated via our online ticket system at www.coretel.ca or support hotline at 1-866-644-7729 (1-866-64IPPBX).
  • Severity 1 is a failure to use communication platform (excluding individual phones) for neither inbound nor outbound communications. 4 hour response time 6:00 AM and Midnight EST 7 days a week.
  • Severity 2 is individual component or feature failing to work which was operational prior to support call. 4 hour response time within operating hours of 9:00 AM to 9:00 PM EST Monday through Friday.
  • Any professional services fees that are not covered by Extended Support & Warranty shall be billed a flat rate of $125 per hour. Customer shall be responsible for all travel-related expenses and any other out-of-pocket costs associated with such professional services.

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