Maintenance help?

[ccoffey32]

Has anyone had any experience with a company called TelecomLabs, INC. (TLI).
I am looking into moving our maintenance over to them and would like any input.


Craig

 

[Bobg1]

You might also want to check out
Walt Medak & Associates

http://www.medak.com/

 

[cornydog]

I am not familiar with TelecomLabs, INC., but it is important to know if they actually provide maint for u or if they just are the go between u and Avaya. Many companies are like an insurance company that they just pay any bills that u get from Avaya when u need assistance. IF this is true, then it is important to know that Avaya has changed their procedures to work on companies without avaya maint only after they have assisted their customers with avaya maint. What this means, is if your pbx or voice mail is down, Avaya is going to work on something possibly frivoulous for one of their maint customers before they assist u. The committment to u to have a tech out there is for next day by 5pm instead of within 4 hours if u have a maint agreement. Many users elect to limit their maint through avaya to just major elements and pay for the other things themselves.
If u do find a company that offers their own tech out, then find out if they have 24 hour response, and ask them pointed questions like "if my voice mail is completley down, and unrepairable, how long will it be before u have tech out that replaces the voice mail and has it taking calls again. If the sales person tells u something then make sure it is in the contract too.l Avaya says that they will have a tech out in 4 hours, but that doesn't mean it will be fixed. Whether it is fixed depends on the information u give and the compentance of the tech u talked to and the tech that is dispatched. It is not unknown for a system to be out of service for days, sometimes a week.