Maintenance and Aftercare
At Communicate Better, we understand the importance of Great Communication. As we do not live in a perfect world, unfortunately from time to time, things can go wrong. It is instances when this happens, you only get to find out how good your telecoms supplier actually is.
We pride ourselves on the level of aftercare service that we offer. You will be contacted on a regular basis to make sure that your requirements haven’t changed and also to keep you abreast of the latest technologies to arrive in the market.
If in the event that you do have a problem, you will be able to call our hotline number where one of our dedicated team based in the UK will be available to take your call and handle your enquiry during office ours. Our hours of work are 9.00am -5.00pm Monday-Friday excluding Bank Holidays.
If in the event that an engineer is required to visit site, the nearest one of our fully trained field engineers will be dispatched. Each fault is categorised and dealt with according to the severity.
According to current statistics, our published repair times are as follows:
| Fault Category | Response Time |
| CATEGORY 1 - Complete Failure (100% loss of service) |
2 Hours |
| CATEGORY 2 - Major Fault (50% loss service) |
4 Hours |
| CATEGORY 3 - Minor Fault e.g. faulty handset |
8 Hours |
Everything is in-house. No maintenance work is contracted out to third parties, which can often cause delay and confusion. Each engineer attends ongoing training courses to keep abreast of the latest products and technologies that are available. They are then accredited with each manufacturer’s official certification.
Remote Maintenance
Additionally, when a system is capable of being programmed remotely and a remote access modem has been installed, we will conduct minor programming changes remotely without charge and without the need for an engineer’s visit. We will normally aim to complete such requests within 8 working hours.
Training Sessions
Included in the “Standard Maintenance Contract” is the ongoing support of your Personal Trainer. Besides the initial training, when a system is first implemented, additional sessions can be arranged when instances arise, when a change of staff occurs for example. This proves to be a major benefit to clients in getting the very best out of the user functions of their telecommunications system and, as new staff join and existing staff need refreshing or want to learn more, this can make the difference between a polished operation and mediocrity. It also has the benefit to you of being able to discuss your telecom requirements with someone who knows you, your staff and your business.
