Logo ezCare

Preventive maintenance for EzVoice solutions, supplied in three different models, ranging from remote assistance during business hours with SLA of 8 hours, until a complete package that includes unlimited technical visit, 24x7 phone and remote assistance, SLA of 2 hours and replacement of damaged parts (spare parts). ezVoice maintenance plans includes all software upgrades without any aditional cost to our subscribers.

  BASIC ADVANCED FULL
Corrective maintenance      
Preventive maintenance      
Programming      
Remote maintenance      
Software upgrade      
Monitoring      
Technical visit      
Spare parts      
Working hours Business hours, 8:00 am to 18:00 pm Monday through Friday, excluding holidays. 24 hours a day, 7 days a week, including weekends and holidays. 24 hours a day, 7 days a week, including weekends and holidays.
Response time Not urgent - 48 hours
Urgent - 8 hours		 Not urgent - 48 hours
Urgent - 8 hours		 Not urgent - 24 hours
Urgent - 4 hours
Minimum contract 12 Moths 12 Moths 12 Moths

Products & services covered by the maintenance plans

Redbox ezIPBX product family.

ezRec product family.

Softwares developed by ezVoice.    

Network and telephony equipments provided by EzVoice



Methods for opening and tracking of support tickets

Phone
Open support tickets through our call center - (954) 889-2200 / (954) 889-2920


E-mail
Open support tickets by sending an e-mail to support@ezvoice.com



Differentiation of support tickets

Urgent

Problems that stops the whole operation or part of it.


Not Urgent

New programming and system configurations.



Scheduled maintenance.

Scheduled maintenance (scheduling with the minium of 48 hours in advance).

 

Additional considerations

The development of new tools, modules and features, are not included in any maintenance plan. Those needs are discussed and contracted separately;

 

CASES

TESTIMONIALS