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IDeACOM is pleased to introduce our Carrier Assurance Plan, effective January 1, 2011. This program has been developed based on years of experience and feedback.
The purpose of this program is to make it easier for you to deal with carrier-related service problems. Approximately 35% of the service calls we receive are telco & Voice Over IP-related; and not caused by your phone system. They are the result of a dial tone, broadband Internet service provider, or network issue; which means they're not covered by your new system warranty or hardware maintenance protection plan.
There can be some confusion as to who you should call first based on the nature of the problem. We'd like to make this process easier and more cost-effective for you, with an emphasis on a shorter amount of time to resolve the issue. Typical telco carrier issues can include static, dead air, no dial tone, point-to-point T1/PRI outages, ringing & routing issues, etc. Typical VoIP related issues can include intermittent poor voice quality, one-way or no audio issues, dropped calls, and connectivity issues w/remote employees or branch offices.
This new program will require you to call IDeACOM first to report the trouble. Based on the situation, we'll provide remote and/or on-site troubleshooting and diagnostics to determine the nature of the problem. If the carrier is the cause, IDeACOM will assist you with how to report the trouble to your provider. If the phone system is the cause, we'll repair it according to the type of warranty, hardware service agreement, or time & materials arrangement that's in place.
The advantage to you is knowing who to call for a carrier-related problem. The real benefit is a tremendous savings in time with a controlled expense for resolving these routine, yet frustrating issues.
We've structured this in a menu style format with 2 different plans, and a time & materials option. Here are the details of the program:
Plan A - Telco Carrier Assurance Plan
Includes remote and on-site troubleshooting and diagnostics to resolve a telco-related carrier problem. IDeACOM will assist you with how to report the trouble to your telco provider if we determine that the problem is not being caused by the phone system. The cost is $29.99 per month; or $329.89 per year which includes one month free. Sales tax will be added.
Plan B - VoIP Network & Broadband Assurance Plan
Includes remote and on-site troubleshooting and diagnostics to resolve a VoIP-related network or broadband provider problem. IDeACOM will assist you with how to report the trouble to your broadband provider or IT service vendor if we determine that the problem is not being caused by the phone system. The cost is $29.99 per month; or $329.89 per year which includes one month free. Sales tax will be added.
Time & Materials Option
IDeACOM will provide remote and on-site troubleshooting and diagnostics to resolve a telco-related carrier problem. IDeACOM will assist you with how to report the trouble to your telco or broadband provider, or IT service vendor if we determine that the problem is not being caused by the phone system. You will be billed at the prevailing rate. Currently our minimum billable service call rate is $164.90 which includes one half hour of labor, a premise visit and sales tax. Materials or additional labor will be added as needed.
Click here to sign up.
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