Good Morning, Wondering if anyone

[HopeUCX]

Good Morning,
Wondering if anyone has any advice on implementing Service Contracts for our UCX customers. I am not sure what to include. I know I should include the UCX warrenty, A fee for updates to the system.
Wondering about adding a fee to include Moves,Adds, Changes. Do you do this per line? Any advice would be greatly appreciated.

Hope

 

[curlycord]

Some will give a reduced hourly rate on the service or MAC calls if that is what you mean or want to know.


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http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[HopeUCX]

Thank you! That will help. Just trying to get one started.

 

[getsomesun1]

Recurring revenue is King. Why do you think there are service contracts on everything from your Car to a DVD player at Best Buy.

Besides the Ucx itself You have the endpoints, phones, conference Units, paging adapters etc. Not to mention support, remote or onsite 8x5, 24x7. If using and expansion on the DG you have the DTM's that need coverage.
You can even cover the wiring if you wanted. We have even started offering Telco services, where we are the interface for the customers Providers so that they do not have to get in the middle of something they know nothing about.
You can charge per port, stations, trunks (FXO, PRI, etc) Add this on top of the EmetroTel Assurance plans. You can add a block of hours for MAC or other support needs that the customer can pay up front.

You also have to take into consideration the complexity of the system you are offering maintenance on. If it is a generic system that is not complex and the customer is not one that consumes a lot of your labor compared to one that has a Call Center with Reporting, a wall board, and is depending on you for all admin you may consider charging a little more.

Curly is correct, We offer a reduced labor rate and discounts on new hardware for Maintenance customers. We also give them priority treatment over T&M customers not only on the service side but also on the sales side. This also includes no travel/trip charge. Preventive Maintenance: time to clean up software, do updates, check battery health on UPS etc.

Per port rates very depending on the market. $2 to $3 per port is average in our area. Multi year contracts are also discounted 5% per year for example. Bill monthly, Quarterly or Yearly.

Then there are other companies that just take the total cost of equipment to be covered and charge a percentage of that total over a 12 month period.

In the end the is no right or wrong way. You are supplying insurance with additional benefits. But remember today's phones systems are like any computer. they need to be updated, and kept tidy software wise in order for them to function correctly for the long term.

 

[getsomesun1]

Hope, You wouldn't happen to be on the East Coast would you?

 

[HopeUCX]

Wow! Thank you. That is a lot of really useful information, I have been playing with this for a while and needed different ideas of how to do it. (and yes, we are in MD. ATI)

 

[getsomesun1]

Your welcome. I thought so. Tell Steve and Weston I said hi. ;o)

 

[HopeUCX]

Will Do! Thanks for your support.