Using only highly trained specailist engineers and centrally located in Northampton with close access to the M6/M1 motorways, enables Comms Group to provide a prompt and effective service to all of our customers, UK wide.

Comms Group telephone maintenance helps you reduce your organisational costs, minimise risk of downtime and gain the convenience of a single point of contact for the support of your telephone system.

The Comms Group maintenance service’s includes support plan options tied to SLA's as well as individual plans for technical support, repair, spares management and software release subscription services. This allows you, as an organisation, to get the best support services and priority you need depending on the criticality of your telephone system to your business.Our standard support offerings have been outlined below. However, we are also able to provide bespoke support contracts based around any of the features and services described if required.

Bronze

Our Bronze service provides the following support features: 

• Period of cover, Monday to Friday between 9am and 6pm, excluding public and bank holidays.
• Immediate advice of fault log number and clarification of the next stage in the fault rectification procedure.
• Fault response within 8 hours by a remote technician.
• If we are unable to fix the fault remotely, a field engineer will attend site within 8 hours of the fault log time.
• Regular fault progress reports and automatic escalation procedures

  Silver

Our Silver service provides the following support features: 

• Period of cover, Monday to Friday between 9am and 6pm, excluding public and bank holidays.
• Immediate advice of fault log number and clarification of the next stage in the fault rectification procedure.
• Fault response within 4 hours by a remote technician.
• If we are unable to fix the fault remotely, a field engineer will attend site within 4 hours of the fault log time.
• Regular fault progress reports and automatic escalation procedures
• Optional, chargeable, out-of-hours site visit if requested

  Gold

Our Gold service provides the following support features: 

• Period of cover, 24/7 365 days a year.
• Immediate advice of fault log number and clarification of the next stage in the fault rectification procedure.
• Fault response within 4 hours by a remote technician.
• If we are unable to fix the fault remotely, a field engineer will attend site within 4 hours of the fault log time.
• Regular fault progress reports and automatic escalation procedures
• Optional, chargeable, out-of-hours site visit if requested

Service history reporting can also be provided for an additional cost to our Silver and Gold customers whereby reports will be prepared by our engineering team detailing all reported faults, the logged history for these faults, as well as rectification codes and fix descriptions. These reports are invaluable in detecting ongoing problems or recurring issues that may otherwise go undetected. From this, long-term analysis can be performed and potential recommendations can be made on further fine-tuning.

Preventative diagnostics checks can also be provided for an additional cost to Silver and Gold customers whereby a specialist engineer will remotely connect to the customer’s phone system on an agreed schedule and run a set of non-intrusive diagnostic applications. These will include monitoring the system’s alarm logs and conducting a routine check of the associated management system. A report will be compiled detailing any findings and recommendations.

These preventative diagnostics are an attempt to provide greater peace of mind to customers who are heavily reliant on their communications infrastructure and need to ensure maximum uptime as a key priority.