Silver Shield Support Plan

Highlights:

· Unlimited NBX HelpDesk Support
· Unlimited NBX User Training
· All NBX Programming Changes**
· Guaranteed Response Time 2 to 6 hours
· Statistical Reporting

Unlimited NBX HelpDesk Support
Our NBX Help Desk Team is here when you need us. If you have a major problem or a simple question, just give us a call. You're covered! All unlimited NBX HelpDesk Support, MinuteHELP is to be utilized between 8am to 7pm C.S.T. NBX Support is available 24x7x365 but may have additional after-hour or emergency charges applied, over and above this support plan.

Unlimited NBX User Training
Whether you've hired a new person or just want to freshen your skills on the NBX, simply call one of our Help Desk trainers and they'll select a course that's right for you. All user training is completely covered. NBX Training must be scheduled between 8am to 7pm C.S.T and is provided to your new staff members via a Webex, HTML, or Powerpoint remote dialogue. Metropark's Training Team provides the following NBX User Training for this plan: NBX 2102, NBX 2101, NBX 1102, NBX 2102IR Phones, NBX Adjunct, and User NetSet. Covered in the one-to-one or one-to-many sessions are the behaviors and features needed to perform with a higher level of productivity.

All NBX Programming Changes**
Why spend hours trying to figure out how to make a change to your NBX when our NBX Help Desk experts can make the changes for you in minutes. From button mappings, AA menus to hunt groups just give us a call and consider them done! The Silver Shield plan must provide Metropark access to your NBX through a remote connection. Metropark allows for these connection types: via VPN- VNC, RADMIN, Terminal Services, PC Anywhere or a Static IP, Pinhole etc.

Guaranteed Response Time 2 to 6 hours
In the event that there are no NBX Help Desk Technicians available to help you when you call you are guaranteed to receive a call back within 2 to 6 hours. It probably won't be that long since Silver Shield Customers will be given top priority over all other calls except Gold Shield Customers.

NBX Hardware Advanced Replacement
Must have an active Iron Shield support contract

All NBX Software Upgrades Performed by NBX Help Desk Support Staff*
Staying current with the latest software is critical in maintaining your NBX System. We will perform all NBX Updates, bug fixes, etc…at a predetermined time, to insure your NBX keeps running smooth. Software may be included with your Iron Shield or purchased separately.

Statistical Reporting
Are you missing calls because your VM ports are all busy? Don't have enough phone lines? Have too many phone lines? How do you know? Well, as part of your Silver Shield Plan we will, for a predetermined interval, send you statistical reports containing this information. Specialized reports can be generated by our support staff but may have an additional fee associated.

Note:

Metropark's NBX HelpDesk supports the following NBX hardware & Software for this plan: NBX Telephones, NBX Call Processors, NBX Chassis, NBX Operating Systems from 2.0 to latest 3Com release, NBX Interface Cards (analog, T1, ATC, Hub), NBX Keycode upgrades, NBX pcXset, NBX ConneXtions Gateway, NBX Tapi Service Provider, NBX Tapi Dialer, NBX CDR, NBX CAS, NBX Palm Dialer, 3rd Party NBX Applications- Brightarrow, EpicCenter, Tapit all are supported but may require a separate support agreement.

Metropark will attempt to assist with hardware or software issues out side of the NBX for NBX support only issues. For example, we will help locate a Microsoft issue that is not allowing an NBX application to function properly. We will not provide support on 3rd party applications or hardware not listed in this support plan.

* 3Com NBX maintenance releases are included with the Silver Shield. Minor releases may have an additional charge. The upgrades are provided within the current Major Release. To receive the next Minor or Major Release (ex. R4.2.x or R5.0.x ) All Silver Shield customers will receive a significant discount from Metropark.

** For advanced dial plan changes, Metropark will charge the programming session at Bronze MinuteHelp rates.


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