Convergence provide telephone system maintenance with every telephone system that is installed. This provides our customers with peace of mind knowing that their investment is being well looked after.
As soon as you discover a fault, the correct proceedure is to contact our Helpdesk. You will inturn be allocated a support ticket and then contacted by our Engineerind Department to ascertain where the problem lies.
The Engineer will either 'dial-in' remotely to your system to solve the issue or if necessary be routed to site to resolve the problem as quickly as possible. Any faulty hardware is repaired or replaced under the terms of the maintenance agreement.
Convergence will also liaise directly with your network provider should the fault exist across their network. The customer as always will be kept in the loop until the fault is resolved.
There are options to increase the level of support Convergence offer. For example, we have 'Bronze', 'Silver' and 'Gold' support packages which provide different levels of service.
The 'Bronze' option will provide cover Monday through Friday, 8.30am to 5.30pm.
The 'Silver' option will provide cover Monday though Saturday, 8.30am to 5.30pm.
The 'Gold' option provides 24/7 support.
We will still provide service outside the contracted hours of your service agreement but the Engineer's time may well be chargeable.
We also offer a remote programming package if customers require additional programming after the system has been installed. For example, we can provide a remote programming session for as little as £90.00 per hour. Therefore, you can book one of our Engineers to remotely program your system with any changes that you require with the minimum of fuss and with no disruption.
Offsite / Onsite Diagnostics
Convergence also offer an offsite and onsite diagnostic service to ensure your telephone system is working to its full potential. Therefore, you can have an Engineer either connecting into your system or actually onsite conducting a full system healthcheck. A report is generated alerting the customer of their exact configuration and any programming changes that have been made.
Convergence also offer a full training service to ensure 'new starters' are familiar with the system from Day 1. We also offer refresher courses for existing staff members.