Telephone Maintenance Support - Business Telephone Systems

Why you need a Telephone System Maintenance Contract
Communicating via social media and email is all very well, but nothing beats a good old telephone conversation with your customers when it comes to building rapport and business relationships.

A good telephone system is still vitally important. It’s the primary way to keep in touch with current customers and contact future prospects, and we expect it not to fail.

But what happens if it does? What are the true costs to YOUR business if your customers cannot contact you or you cannot contact them?

Our After Sales Support Package minimises the risk of down time for your communications. You can rest assured knowing that whatever the problem, from a small programming query to a major system failure, it will be dealt with quickly and efficiently.

Avaya, Alcatel Lucent, Panasonic Office Phone Systems

As authorised suppliers and partners, we work with the leading names in the Business Telecoms industry.
Alcatel Lucent Telephone Systems          |          Avaya Telephone Systems          |          Panasonic Telephone Systems.

Help Desk - This is a vital part of our customer support. The help desk will assist free of charge in a number of areas and will where possible help you to avoid the cost of a call-out for work not covered by your contract:

► Minor system programming changes over the telephone
► Customer programmable features, eg speed dials
► Fault finding (Customer Error), eg mains power switched off
► Fault finding (Third Party), eg Network providers
► Guidance on how best to use equipment, network services or both to overcome day to day problems

Flexible Payment Options - By direct debit for contracts over £600 per annum.

Stock Holding - At any time we hold up to £100,000 of stock to ensure rapid clearance of faults.

Remote Programming - Remote programming (where supported by the system) is carried out free of charge.

Average Response Time 4-5 hours - Should you require a callout, chargeable or not, you will have priority over customers without a contract. We prioritise faults according to the urgency of the problem and aim to attend a major fault within the hour. (Contract response time is 8 working hours).

Account Management - You will have your own Account Manager to keep you up to date with developments in technology, which will help your company to offer a better service and stay ahead of the competition.

Replacement of Parts Itemised on your agreement - Parts are replaced immediately at no additional charge, in accordance with the agreement, to minimise disruption to your business.

Manufacturer Support - We hold full support agreements with the manufacturers of all the equipment we supply and maintain. Our technicians are trained by them and we receive priority for technical support matters and deliveries. We are also well informed of the latest products and developments.

Our maintenance packages are applicable to Alcatel, Avaya and Panasonic Telephony. To request your quotation call 0808 165 8787 or email our sales representative with a current kit list on

Direct Voice and Data offers individually structured support plans to suit your business's specific requirements.

A customer’s individual circumstances will influence the choice of plan but, in general, the options
offer these levels of service:

Standard Cover
- Hours 09.00-17.00
- Days Monday to Friday
- Response Speed Within 4 Hours for Critical system failures
- Within 16 Hours for Non-Critical failures

Total Cover

- Hours 24 hour cover for Critical Failures
- Response Speed Within 4 Hours for Critical system failures
- Within 16 Hours for Non-critical failures

A support contract with Direct Voice & Data will allow you to log faults direct with our Technical Support Unit. If we are unable to clear the fault remotely we will endeavour to have an engineer to your site within 16 working hours if the fault is not system critical.

If a major fault should occur we aim to have an engineer to you within 4 working hours. Provided that the fault is caused through fair wear and tear to the system, all parts and labour are covered.
Any remote changes are carried out within the scope of the contract are carried out free of charge.

Please note we do not maintain the following equipment:
· Fax/answer machines
· Analogue handsets (fixed or cordless)
· Headsets
· Payphones
· Non-system DECT phones
· Buzzers
· Speakers
· PA amplifiers
· CD players
· Bells