Support

If your communications system goes down, it can have serious consequences for your business. Not only will outages affect your ability to serve your customers, but they also lead to lost revenue. The average communications outage takes 3.5 hours to resolve and costs $110,000 per hour - resulting in a total of $385,000 in lost income, according to Avaya.

Support services from Avaya and Converged Communication Systems can help your company avoid the costly consequences of downtime and achieve optimal performance levels. The CCS support team collaborates with Avaya Global Services - which manages national account chains and large sites - to provide Avaya customers with high-quality professional support services.

The CCS Support Group can assist your business in selecting the Avaya support plan that's best for your business. We can customize an IT and telecommunication support package to ensure that we fulfill all of your company's needs. Here are just some of the elements that CCS can include as part of an Avaya support package:

• Standard business coverage (Monday through Friday, 8 a.m. to 5 p.m.)
• Project planning
• Cabling and infrastructure wiring
• IP and IT network assessments
• Voice and data traffic analysis
• 24/7 Avaya maintenance
• Programming assistance
• Remote monitoring
• Simple Network Management Protocol (SNMP) alarming and notification
• Tech tips and tech blogs for FAQs

The CCS Support Group maintains a nationwide presence to effectively serve customers from coast to coast. The CCS Support Avaya Chicago maintenance center near downtown Chicago is ideally positioned to serve companies nationwide as quickly as possible. In addition to Avaya, we also work with various other manufacturers of voice and data products, which allows us to serve as a single point of contact for all of your company's telecommunication needs.

IP telephony, Avaya's open standards, and computer integration have allowed CCS to provide enhanced remote support services. When the CCS Support Group deploys a new system and the customer opts for a CCS extended warranty policy, we have remote access to critical applications, allowing us to quickly identify and resolve any problems. Remote access also helps CCS professionals replace parts and troubleshoot faster.

The CCS Support Group is capable of resolving 99 percent of tickets remotely, although CCS and Avaya can still provide on-site assistance when needed. Additionally, CCS can provide SNMP telephone monitoring upon request to gain further network access and boost error detection and resolution abilities.

Avaya Global Support Services works to keep its customers' systems at peak performance in three main ways. First, Avaya's support service offerings include proactive problem prevention, which involves the use of patented Avaya EXPERT Systems to generate a notification within 90 seconds of an alarm from an Avaya platform. EXPERT Systems are capable of resolving 90 percent of alarms automatically, without intervention from a human agent.

Additionally, Avaya Global Support Services offer rapid issue resolution. Find answers fast by using the Avaya Support Website, which gives users access to resources such as a knowledge base with resolutions for known issues and information on specific products. Finally, Avaya's support services provide continual solution optimization: Avaya helps you keep your system in optimal condition using Web-based applications, diagnostic tools, and best practices that allow you to identify issues, resolve them, and avoid downtime.

Ultimately, reliable support services are essential for any company looking to provide the best possible service and achieve peak performance. Contact CCS to learn more about support services for Avaya IP Office Virtual Edition and other products in our portfolio: sales@convergedsystems.com or (877) 598-3999.