maintenance contract

[telteksystems]

I have a customer wanting a maintenance contract on an IP Office that I have sold him. He wants software and hardware coverage. I have no idea what to do. I have gotten the Avaya Global Services quote and it's pretty high. He wants full coverage on hardware and software programming. I guess what I need it a contract that I can use and get some ideas. Can anyone help me with a contract that they have that I can taylor for my operation?

 

[mmy1981]

I can't give you the copy of the contract we use, caus I can't have it (i'm a technician).

But similar contracts in the company I work for cover:
- hardware errors (pbx, expansion modules, cards, phones, EXCEPT DECT phones)
- software crashes
- no software upgrades if not needed

If the system breaks because the customer did something wrong with it (for example: phones are broken because they fell, someone tripped over the cable, ...), then they have to pay.

Also when they want the configuration changed (other huntgroups, change of incoming call routes, ...)

I hope this gives you a first idea. Good luck with setting up your contract or getting another example.

 

[kwing112000]

we do our maint mostly for equipment. any MAC work is billable as T&M. I think we do have some customers who are covered for changes but unless they are making changes daily it does not really help them. they end up paying for hours they will never use. If they have issues and call us and we find they were in making changes and broke somethign we will bill them for our time. We usually only cover Upgrades if it is needed for a bug or issue.

Kevin Wing
ACA- Implement IP Office
Carousel Industries

 

[Westi]

We do it by port and additional equipment (PC for VM, VCM modules, modem 2 card) but don't cover the actual software except if the customer has NO access whatsoever to it, and nobody wants that, because if someone fools around in the programming they can screw it up mighty fine and then you get stuck with the work to fix it and the burden of proof that they caused it so you can send them a bill anyways.
I would tell them that the software can't be covered because it either works or not but if something needs upgrading due to a bug then that is covered, feature upgrades are charged with time spent on the job.
Some customer are more demanding then others so make sure that you know what kind this is and price out your time that you will need for this customer accordingly.
Some customers call in when they call somewhere and get a busy signal twice in a row because people are just not used to busy signals any more others barely call in when their voicemail is not working right.

Joe W.

FHandw., ACA, ACS

If you can't be good, be good at it!

 

[aarenot]

Global is your competitor, so price yourself just under them, and you should do fine. Then follow thier procedures for coverage of issues.