24x7 remote technical support. Available for your Avaya communications hardware and software, remote technical support helps control the cost of out-of-hours service and provides committed response objectives as fast as one hour.
Parts Next Business Day. Provides replacement of any covered part that CTI determines to be inoperative will be shipped for next day delivery.
Minor updates and notifications. Provides access to software and firmware service pack updates. Major software upgrades are available to both Remote Advantage and Total Advantage customers for an incremental fee through the Upgrade Advantage service package.
Enhanced Web services. Provides access to a comprehensive collection of online tools and Avaya-based information sources to help you resolve issues quickly, access knowledge and improve your system performance:
• E-notifications to keep you informed
• InSite knowledge base for access to in-depth product information
• Support Forums, to expand your knowledge, resources and network
• Avaya Software Compatibility Audit (ASCA) to quickly compare your software and firmware to the most recent updates
CTI Total Advantage also includes:
Onsite support. In the event onsite support is needed, Engineers are dispatched to your site with the parts necessary to troubleshoot your system and repair or replace defective parts. Onsite support for major failures is included on a 24x7 basis.
24x7 proactive remote monitoring, diagnostics and resolution. CTI is notified within 90 seconds of receiving an alarm and begins to immediately diagnose and resolve the problem. We resolve more than 99 percent of problems remotely, saving time and expense.
Faster Email ticketing when you’re on the go! CTI Total Advantage customers receive priority response and faster response times with <15 minutes for major troubles.
Agency Carrier. CTI acts as your first call advocate to assist in resolving issues related to telecommunications network-
provider telephony trunks that terminate on Avaya equipment.
Several support options. CTI will leverage the Avaya Support Advantage Essential Co-delivery offer within their support offering to provide the necessary manufacturer support from Avaya.
To learn more about how a CTI Advantage support plan can benefit your organization, contact your CTI Account Manager or call 1-888-477-4284 today!
