SERVICE LEVEL AGREEMENT
CALCOM'S SERVICE LEVEL AGREEMENTS
Technical support, aka Tech Support, refers to a plethora of services by which enterprises provide assistance to users of technology products such as televisions, computers, software products or other electronic or mechanical goods.
CalCom provides installation, maintenance, repair and training on the equipment we service and install.
THE FOLLOWING SERVICES ARE COVERED BY
CALCOM'S SERVICE LEVEL AGREEMENTS
Tier 1 - Remote Only - Service Level Agreement
Remote Support
Monitored Equipment Support
Monthly System Health Check
Remote Programming Changes During Normal Business Hours
Remote System Database Backup With Any Service Rendered
Database Restoration and System Programming As Needed To Restore The System To The Functioning Level It Was Before A System Failure
Account Administration
Firmware Updates If Needed
*Optional: SMTP Voicemail To Email Service (*At An Additional Cost)
TIER 2 - EXTENDED WARRANTY - SERVICE LEVEL AGREEMENT
Remote Desktop Wifi Support
Monitored Equipment Support
Monthly System Health Check
Remote Programming Changes During Normal Business Hours
Remote System Database Backup With Any Service Rendered
Database Restoration and System Programming As Needed To Restore The System To The Functioning Level It Was Before A System Failure
Account Administration
Provided List Of Extended Warranty of Specific Installed Products
NO Additional Cost On Labor For Failed Equipment Removal/Re-Installation During Extended Warranty Period.
NO Additional Cost On Labor For Troubleshooting Faulty Systems
NO Additional Cost Annual System Inspections
Priority Response Emergency Calls within 8 business hours (IE: Phone System Down/ No Dial Tone) and Minor Problems Within 24 hours (IE: Phone Station Issue/ Static On Phone Line)
FOR QUESTIONS OR INQUIRIES PLEASE CONTACT US
Available during normal business hours Monday - Friday 8am to 5pm PST