hNES Services

Avaya now offers direct support for heritage Nortel products. For the first time customers can rely directly on the manufacturer for their Nortel product support. Vision is proud to be Avaya’s only partner that focuses solely on Avaya Services. We believe that no one can care for your system better than Avaya. Our customers appreciate that we free them from the administrative side of maintaining their voice networks so they can focus on keeping them running.

Products

• Meridian 1 Release 25.0 Core Switch (TDM and/or TDM.IP)
• CS1000 Core Switch Release 3.0 thru Current GA (6.0)
• Call Pilot Messaging Release 2.1 thru Current GA (5.0)

Base Service Offer

• Remote Technical Support
  • Includes remote technical support by phone & web for operations issues of all contracted products
• Replacement Parts
  • Includes replacement of Avaya Field Replaceable Units (FRUs) with Avaya certified parts

Premium Service Offer - Includes Base Service Offer plus

• Remote Monitoring
• Automatic notification of system generated alarms to Avaya support personnel to address potential product availability issues

Plus Optional On-Site Support

• Includes on-site installation of replacement parts by qualified specialists
• Can be added to either the Base or Premium Service Offer

Response Times

• Next Business Day (NBD)
• Same Business Day (SBD) 8x5
• 24x7x4 hours
• Applies to on-site support and/or replacement parts