Phone System Maintenance
Maintaining your connection
Penstone maintains telephone systems, cabling infrastructure, data products, networks, and security monitoring installations.
We are available for call-out in an emergency, or for one-off repairs to older telephone systems from Aastra, Avaya, BT, Inter Tel, Mitel, NEC, Panasonic or Siemens.
Every new installation and system from Penstone comes with the manufacturer’s warranty and an annual maintenance contract to meet the requirements and budget of your business.
Planned or annual maintenance contracts are also available for older telephone systems, or for
products purchased new from another supplier.
If your system was maintained on a contract or a finance lease that has expired, or the supplier has gone away, Penstone can offer support.
Customers with maintenance contracts are guaranteed priority scheduling.
Clients receive instruction to use the features of the products we install, and to undertake basic troubleshooting.
Penstone monitors systems under contract and can often repair faults without visiting. We also use remote diagnostics to ensure that we arrive with the correct items to repair the system.
Class of Service or Service Level Agreement (SLA) for fault finding/repairing landlines
Service Level 1:
This service is included in the basic rental charge for the landline. On receipt of a suspected fault report, we will respond by the end of the next working day plus an additional working day, Monday to Friday, excluding Bank/Public Holidays.
Service Level 2:
This service level may be chargeable in addition to the monthly line rental charge, depending on the type of landline. Response is by the end of the next working day, Monday to Saturday, excluding Bank/Public Holidays.
Service Level 3:
This service level may be chargeable in addition to the monthly line rental charge depending on the type of landline. Response is by the end of the next half working day, Monday to Sunday, excluding Bank/Public Holidays.
Service Level 4:
This service level may be chargeable in addition to the monthly line rental charge depending on the type of landline. The response to a fault report is with 6 hours, any time of day on any day of the year.
Our engineers work from 07:00 hours to 21:00 hours.
