Support

Installation of a new system or network is not complete until maintenance & support mechanisms are put in place to keep it functioning smoothly and reliably.

Premium Support

Packet Fusion offers a Premium Support Package to ensure your network functions smoothly and efficiently. Our Network Operations Center (NOC) is the backbone that enables us to provide 24x7 proactive monitoring of your systems and equipment. Other companies may outsource network operations and monitoring, but we believe that by having it in-house we can better protect our customer's valuable investment and keep them up and running at all times.

Using an IP-based solution, Packet Fusion remotely accesses your systems to efficiently manage and proactively monitor your telephony equipment, including legacy and IP-based PBX, voicemail systems, routers, switches and servers.

Our in-house engineers are on-call 24x7, enabling us to react to any issue immediately. We also notify your IT representatives with status and resolution throughout the process. Because our technicians are local and in-house, there's no notification delay. Our back office support structure provides our engineers 100% remote access capabilities from anywhere, anytime via laptop or cellphone. We also provide support on-site, if needed.

The entire first year of Premium Support is included with the purchase of a voice or data system implementation to ensure your network receives priority service at no additional cost. Our Premium Support package covers three key areas – 24x7 system monitoring, an annual service level agreement, and equipment warrantees.

In detail, Premium Support includes:

• Coverage: 24 hours per day x 7 days a week x 365 days a year
• Remote service monitoring, 24x7 x 365
• Response time for minor malfunctions: 2 hours by telephone and 12 hours on-site; response time for major malfunctions: 1 hour by telephone and 4 hours on-site
• Remote system diagnostics and maintenance; equipment repair service
• Personalized web portal for online account access, tracking, and equipment inventory information
• Traffic Study (1 week of data) per year
• Remote software patch activation
• 1 scheduled preventive maintenance visit per year
• Warranty on all equipment
• Free software upgrades (Shoretel only)

Packet Fusion can provide support services to customers billed on a time and materials basis if they choose not to purchase the full package. However customers who have purchased Premium Support receive priority service and so response time for others may be delayed.