Support and Services

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
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
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
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

 
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