Please reference SingleLink Addendum for specific package contracted.
1. SingleLink Basic Care
1.1. Periodic SingleLink platform additions and upgrades.
1.2. Primary support agent assigned to customer - during implementation, a primary support engineer will be assigned to assist in programming and answering any technical questions the customer may have during the install process of a given location.
1.3. Initial implementation includes end user training for basic phone use and voicemail navigation which will be provided via a recorded video. No on-site training, unless otherwise contracted.
1.4. Standard support hours are Monday - Friday 8 a.m. - 5 p.m. (CST) for Level 3 or Level 4 Support. Please reference SingleLink Contract Addendum for additional support level escalations. Any change order request for service outside of those hours will be logged, and a provider representative will engage the customer by the next business day to assist in trouble resolution.
1.5. Provider Project Management may conduct design and planning meetings remotely.
2. SingleLink Complete Care
2.1. Periodic SingleLink platform additions and upgrades.
2.2. Primary support agent assigned to customer - during implementation, a primary support engineer will be assigned to assist in programming and answering any technical questions the customer may have during the install process of a given location.
2.3. On-site end user training for initial SingleLink implementation.
2.4. 50% off Change Order install fees.
2.5. Customized logo on any SingleLink contracted phone (must be set up at initial implementation).
2.6. User group representation.
2.7. Account reviews - consists of a review of the customer’s environment, services, and bandwidth utilization.