At Peak Teledata, we pride ourselves on providing world-class service to our customers 24 hours a day, 7 days a week. Our service department utilizes innovative “Desktop Streaming” software from Citrix to allow end-users to securely initiate a remote service session directly from their desktop. This eliminates costly service charges and provides faster service times.
When on-site service is needed, we schedule according to severity.
EMERGENCY SERVICE -PEAK TELEDATA will strive to assure that all emergency calls are responded to within two (2) hours of the time the call is received.
URGENT SERVICE -Urgent Service is defined as a significant percentage of Trunks or Stations being inoperative. Urgent Service requests will be responded to the same working day as the call is received.
ROUTINE SERVICE -Routine Service calls will be responded to within 24 hours of the time the call is received. All routine work will be performed during normal business hours, unless pre-scheduled by client.
MOVE,ADD,CHANGE -Moves, Adds and Changes (MAC) will be scheduled with respect to parts and labor availability. Most MAC work will be completed in a 3 to 5 day window from the time a call is received if parts are in stock. Significant MAC work should be pre-scheduled with as much lead time as possible as it may take 2-3 weeks to obtain parts from some vendors.
CATASTROPHIC FAILURE - A Catastrophic failure shall be considered an Emergency with the appropriate 2 hour response time. The immediate goal of servicing a catastrophic failure is to restore operation of the system. This will be accomplished by:
1. Providing service with respect to equipment which can be made operational on-site.
2. Providing service utilizing equipment from TELEDATA Communication’s stock. This may or may not make the system fully operational with respect to the customized database belonging to the customer.
3. Providing a replacement system with respect to items that are not normally carried in stock.
PEAK TELEDATA will coordinate with the company and/ or their insurance carrier to ensure prompt restoration of service.
For your protection, we ask that all service requests (with the exception of service emergencies) be sent to Peak Teledata in writing. A written service request allows us to make sure that we have all the information we need prior to arrival at the customer site. A written service request also protects the customer from unauthorized personnel scheduling service via telephone.
You can initiate a written service request in the following ways:
