Overview of Intercom Service Levels
Service |
Description |
Warranty |
Intercom Standard |
Intercom Premium |
| Telephone Support | ||||
| Service Period |
Telephone Support for Hard- and Software Service Call Center |
Service: Mo.-Fr. 09.00 - 15.00 5 x 6 h |
Service: Mo.-Fr. 08.00 - 17.00 5 x 9 h |
Service: 24 h x 7 |
| Response Time | Time between opening Service Case and qualified Response (within Service Period) | Next Business Days | 6 hours | 4 hours |
| On-Site-Support | ||||
| Service Period | Time of On Site Service | not available | Service: Mo.-Fr. 08.00 - 17.00 5 x 9 h |
Service: 24 h x 7 |
| Response Time | Time between Opening Service Case and On Site Support (within Service Period) | not available | within 2 Business Days | 6 - 24 hours |
| Spare Parts | ||||
| Spare Parts On Site | Spare Parts on Installation Site |
not available, ship in of failed unit only |
within 2 Business Days | 24 h x 7 by Spare Unit any missing part within 2 Business Days |
| Installation of Spare Parts | Implementation of Spare Parts in failed unit | at Intercom Service Location | On Site during Business hours Intercom Service | On Site Intercom Service |
| Software |
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| Software Updates | New Software Versions, Updates and Patches | not available | included | included |
| Software Implementation (remote or On Site) |
Install of new Software Versions, Updates and Patches | not available | Remote Installation Support by Intercom during Business hours |
Remote Installation by Intercom 24 h x 7 |
| Extended Services |
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| Preventive Maintenance | Preventive Healthcheck of Equipment | not available | every 6 months remotely | every 3 months remotely |
| Service Account Management |
Analysis of Service Situation and Equipment Situation | not available |
on request, hours charged |
on request, hours charged |
| Remote Services |
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| Remote Monitoring | Dial out Monitoring of Devices supporting Dial out Capabilities | not available | not available | Email Notification monitoring during Business hours |
| Dial In | not available | Supporting Equipment and communication line required | Supporting Equipment and communication line required | |
Do you have any questions please contact us.