At your service......delivering maintenance, engineering and professional services UK wide

Our Priority is Service Excellence

To hear more about how we can help your business

0870 084 3030 | www.servassure.co.uk | sales@servassure.co.uk

Installations, Engineering, MAC Opportunities

& Quotes, Sales Escalations, Portfolio Expansion

08700 843 030

sales@servassure.co.uk

Incident Reporting

08700 53 44 00

incidents@servassure.co.uk

Accounts

01279 636 475

creditcontrol@servassure.co.uk

Your Portal

www.ServassureOnline.co.uk

Welcome to Servassure your Partner of ChoicePutting you in the best position tomaximise on all business opportunities.

We are your extended services arm that enables you to say ‘yes’ more often...

Yes - to opportunities you cannot cover with ‘in-house’ capabilities

Yes - to a competitive pricing model

Yes - during peak demand when your resource is fully committed

Yes - when you need an interim solution

Yes - to engage in new areas when time and costs conspire against you

Yes - when you need expertise in value add services

Yes - when internal challenges may prevent you from responding

With service excellence at the

heart of our business,

Servassure is a fully

independent third party services

provider to channel partners.

Building on years of industry

and technical experience,

Servassure has the skills, scale

and capabilities to provide first

class traditional and IP-based

carrier and engineering services.

With over 150 engineers and

technical support staff

nationwide, Servassure acts as

an extension to your own

operational force.

Our route to market is

through strong working

partnerships as we are 100%

channel focused, with our

services packaged for indirect

consumption through resale,

distribution and wholesale.

We are committed to

providing not only the highest

standard of services delivery,

but also the largest network

of support and strongest

levels of skills sets.

Working with the leading

communications

manufacturers and operators

we deliver complete solutions

under your brand, or our

capabilities can be ‘cherry

picked’ as and when you

need them. Once you build

critical mass in your

operation, simply in-source

the capabilities and we can

move onto your next project!

It is simply a matter of scale:

Servassure has the size and

volume of contracts to handle

the increasing costs of service

delivery. Most channels do

not have these scale

advantages, so they suffer

from margin erosion. By using

Servassure as your service

delivery partner you can

protect your margins and

make your costs easier to

manage.

Servassure,your Partner of Choice

All of our services aredelivered seamlessly on your behalf.

By partnering withServassure you can build on your own in-house capabilities to provide agility and flexibility through extended, value added services.

Over 150 Engineering

andTechnicalSupportExperts

Nationwide

Core Portfolio

Your Dedicated Portal

Your Online Portal

www.ServassureOnline.co.uk

Servassure has developed an online portal dedicated to make doing business with us as easy as possible.

With three key options to choose from, ServassureOnline.co.uk, provides quick and easy access to online support and all the information you may need.

Quote Building

- Maintenance quote tool

Engage With Us

- Opportunity qualification wizard

- Contacts and engagement process

Find Out More

- Products and services

- Brochures and case studies

1

2

3

Service Cover

Maintenance Service Contracts

Bronze Cover• Complete hardware cover available Mon

to Fri (excl Bank Holidays) between the

hours of 08:30 - 18:00

• Faults that result in 50% system crash

will receive a response within 8 working

hours

• All other system faults will receive a

response within 16 working hours

Silver Cover• Complete hardware cover available Mon

to Fri (excl Bank Holidays) between the

hours of 08:30 - 18:00

• Faults that result in 50% system crash

will receive a response within 4 working

hours

• All other system faults will receive a

response within 8 working hours

Gold Cover• Complete hardware cover available Mon

to Fri (excl Bank Holidays) between the

hours of 08:30 - 18:00

• Faults that result in 50% system crash

will receive a response of a man to site

within 4 working hours

• All other system faults will receive a

response within 8 working hours

Platinum Cover• Complete hardware cover available Mon

to Sun (incl Bank Holidays) 24 hours

per day

• Faults that result in 50% system crash

will receive a response within 4 hours

• All other system faults will receive a

response within 8 hours

Platinum Plus Cover• Complete hardware cover available Mon

to Sun (incl Bank Holidays) 24 hours

per day

• Faults that result in 50% system crash

will receive a response of a man to site

within 4 hours

• All other system faults will receive a

response within 8 hours

Handsets• All of the above services exclude support

of handsets, which will be covered on a

Next Business Day post out service

Definition of System CrashSystem Crashes are classified as a 50% or

more failure of any part of the system and

/ or applications such as voicemail and

Contact Centre Manager – where these

applications are specifically included in

the system maintenance contract.

For example, if over half of the external

trunk lines fail as a consequence of the

system PRI modules, this is determined to

be a system crash. Similarly, if over half of

the phones ceased to operate then this

would be responded to as a system crash.

Alternatively if an IP Controller failed this

would result in a complete failure of the

system i.e. > 50% this is determined to

be a system crash.

Other system faultsAll other system faults can still be logged

24 hours a day, 7 days a week, but are

subject to the appropriate SLA response

to site by a Servassure engineer as detailed

in the service description. “Other system

faults” are determined to be any other

maintenance call which falls outside of

the clearly stated system crash parameters

above.

Bronze

Complete Hardware Cover(parts & labour inclusive)

Monday - FridayExcluding Bank Holidays08.30 - 18.00‘Working Hours’ Cover*

8hrs*-

16hrs*

Next Business Daypost out service**

Silver

Complete Hardware Cover(parts & labour inclusive)

Monday - FridayExcluding Bank Holidays08.30 - 18.00‘Working Hours’ Cover*

4hrs*-

8hrs*

Next Business Daypost out service**

Gold

Complete Hardware Cover(parts & labour inclusive)

Monday - FridayExcluding Bank Holidays08.30 - 18.00‘Working Hours’ Cover*

-4hrs*

8hrs*

Next Business Daypost out service**

Platinum

Complete Hardware Cover(parts & labour inclusive)

Monday - SundayIncluding Bank Holidays24hrs per day‘24/7/365’ Cover

4hrs*-

8hrs*

Next Business Daypost out service**

Platinum plus

Complete Hardware Cover(parts & labour inclusive)

Monday - SundayIncluding Bank Holidays24hrs per day‘24/7/365’ Cover

-4hrs*

8hrs*

Next Business Daypost out service**

e

Cover Type

Available

System CrashResponse TimeMan to Site

Other FaultsResponse Time

Handset Faults

* Working Hours (8.30 - 18.00)

** All handset replacements will be on a guaranteed next working day delivery service providing fault is reported by 15.00

Vendor Portfolio

Servassure maintained systems

There is a minimum fee per single site, dependent on the Service Level option chosen, outlined as

follows; Bronze £150.00. Silver £250.00. Gold £350.00. Platinum £450.00. Platinum Plus £650.00.

Servassure can offer customised service levels. For more information, please contact your Account

Manager on sales@servassure.co.uk

Avaya IP Office 403 / 406 / 412 / 500

SDX 60N / 180 / 420N

Ericsson BP50 / 250

Intertel 5000

LG LDK / GDK / NEXER / IPECS

Mitel SX2000

Mitel 3300

NEC DXE / XN120 / SV8100

Nortel Modular / Compacts

Nortel BCM 150 / 250 / 50 / 400 / 450

Panasonic KXT / KXTA / KXTD

Samsung 7100 / 7200 / 7200 Lite

Samsung DCS Series

Samsung Officeserv 7200

Siemens Hicom 110 / 112 / 118

Siemens Hicom 120 / 125 / 130 / 151

Siemens Hipath 540 / 3300 / 3350

Siemens Hipath 3500 / 3550 / 3700 / 3750 / 3801

Siemens ISDX

Telerad C / IS 128 / 1000 / 32 / 400

Toshiba DK16 / 24 / 40 / 280

Toshiba CT / CTX

Engineering & Professional Services

Maintenance Our tiered maintenance services are

available on the majority of telephone

systems and LANs in the UK. Supporting

organisations of all sizes across all

industry sectors, we pride ourselves on

providing the highest quality, cost

effective services.

The Benefits:

- Rapid telephone response, on faults,

configuration issues, and user features

- Proactive support, detecting and fixing

faults before your customers experience

them**

- Remote diagnostics - corrective

maintenance limiting downtime or

disruption

- Faster response times with a single

point of contact, available 24 / 7 / 365**

- Faster resolutions, utilising over 150

technical engineers with massive spare

stock access

- Excellent value with competitive pricing,

savings and high margins

** subject to contract

Inventories and AuditsNow, more than ever, companies are

looking for ways to save costs. However,

they are not going to invest in new

technology, or work with new suppliers,

unless they are convinced of the

financial and operational benefits – after

all, why change things if there are no

proven benefits?

Firstly they need to understand:

- What they are spending money on

- What they have

- What they are actually using

- What they really need

Servassure’s inventory and audit services

provide a complete, accurate and

detailed picture of what makes up your

customers’ communications, from a

single PBX to multi-site LAN estates.

Supported by a dedicated team of

specialists, comprehensive data about

the telephone system, networks and IT

infrastructure is collated to compare

against billing and contract data in order

for you to provide a margin enhancing

service and identify additional revenue

opportunities.

Business benefits include:

- Full understanding and effective

management of the communications

infrastructure, service delivery and risks

- Assess communications effectiveness to

understand exactly what customers have

and how it is being used

- Proactive and timely maintenance

checks to quickly pinpoint anomalies

- Support process, supplier and cost

rationalisation to reduce financial and

operational risks of investments

- Manage effective development to

ensure customers are in the best

position to adopt and adapt to new

technologies, and that they are investing

in the right technologies

- Complete peace of mind and proven

return on investment before investingto

site by a Servassure engineer as detailed

in the service description. “Other system

faults” are determined to be any other

maintenance call which falls outside of

the clearly stated system crash parameters

above.

Professional Services

Servassure provides full installation services to TDM and IP product offerings from a wide range of voice and data manufacturers. We also provide tiered maintenance services on the vast majority of the UK installed base of telephone systems and LANs.

System Commissioning- Installation and testing of all telephony and data equipment

Application Installation- Installation and configuration of applications, including basic user training

- Liaise with customers to configureapplications to meet requirements

Refurbishment and Repair- Repair hardware that has been damaged, whether covered by a maintenance contract or not

- Keep equipment in first class condition throughout their life cycle and help to prolong their life cycle

Moves, Adds and Changes (MACs)- Small installations and simple configurations

- Onsite or remote service options and packages to add or move extensions, wiring or phone points, applications andnew users, etc.

- This can also cover remote diagnostics for corrective maintenance and programming changes, limitingdowntime or disruption (subject to contract)

Consultancy- Establish exact customer requirements, existing technologies, day-to-day user needs and future businessdevelopments

- Design solutions and ensure accuracy of cost schedules

- Technical presentations and assistance in formal bid responses

Installation and Additional Works

Project management combines the planning, organisation and management of all required resources, to ensure thesmooth implementation and successful completion of a project. Every customer project is unique, so our projectmanagement service combines flexibility and scope in management, technical and service skills. This means we can ensure all projects are managed to an optimumlevel of satisfaction, achieving all the project goals and objectives within your customers’ constraints (i.e. quality, time, budget, etc).

As each individual project covers a variety of different types and levels of resources (money, people, materials, energy, space, provisions, communication, motivation, etc) our Project Management Team is trained to the highest levels, with all of them adhering to the Prince2 methodology of project management and the majority having completed the full Prince2 Practitioner examinations.

Business benefits include:- Time and cost savings through greater control and co-ordination of resources, both internal and external

- All parties working to a common, consistent approach – increasing efficiencies and reducing margins for error

- Regular reviews of progress against plan, with assurance that the project continues to have a business justification

- Good communication channels between the customer, partner, project team and 3rd parties

- Risks easily and quickly identified and managed

- Ongoing budget control

Project Management Services include:- Scope of project - initial project planning based on your customers’ objectives

- Risk management - assessing and controlling risks

- Resourcing assessment - establishing type, amount and quality of resource (personnel and equipment)

- Resource allocation / managing availability and productivity – liaising with 3rd party contractors

- Project co-ordinators - office-based liaison points responsible for co-ordinating logistics and engineering resource

- Regular reporting and communication – project updates and managing expectations

- Ensuring that all objectives and deliverables are achieved as desired, within agreed tolerances and with minimum disruption to business environments

- Project life cycle management - monitoring progress, execution, closure, debrief and full documentation

Project Management

Our Priority is Service Excellence

Servassure, Unit 4, Cramond Park, Lovet Road, Harlow, Essex, CM19 5TF

T: 0870 084 3030 • F: 0870 084 3031

www.servassure.co.uk • www.servassureonline.co.uk

To hear more about how we can help your business