Maintenance Plans

TEC offers annual maintenance plans to keep your network and systems operational, so that you can keep your business running.  Our options include:

• Manufacturer hardware and software maintenance contracts – Manufacturer maintenance plans are available from all of our vendor partners. These plans are an enhancement to the standard warranty that comes with the solution. Plans include:
  • Cisco SmartNet maintenance
  • Cisco Software Subscription service
  • Adtran ACES maintenance

• TEC custom maintenance contract – A customized maintenance plan designed to cover a client’s unique support needs beyond a manufacturer-offered plan. You may have older hardware that is no longer supported by the manufacturer but is still in production and critical to your environment. TEC can stock spare components for these types of situations so that you can avoid having to replace the equipment due to lack of support.
• TEC can even create a blended maintenance plan to help control rising maintenance costs using manufacturer maintenance for high-value items and a TEC spare-parts plan for other devices.

Some examples of the coverage levels we offer are:

• Overnight, Next-day parts replacement
• Same day onsite-site parts replacement by a certified Engineer
• 24x7x365 maintenance-support options

TECcare Support

With more than 30 years of technical-support experience, TEC can confidently provide support for many different systems and technologies. Our System Engineers are manufacturer-trained and -certified and know how to expertly apply the solutions we provide so that they will work most effectively in your environment.

TECcare utilizes an online ticketing system for support access. Customers can open tickets via a customer web portal, or simply by sending an email to our support desk. The system also allows customers to track cases, seek ticket updates in real-time, and access a knowledge library when they prefer self-help.

We also use an industry-leading remote desktop-control solution that enables our technical staff to gain access to your network quickly for emergency diagnosis. This highly secure solution provides faster support by allowing our technicians to access your critical systems with your assistance — without having to dispatch onsite or establish a VPN connection through your firewall.

Some examples of the support options we offer are:

• TECcare Support Pack – An hourly block of technical support assistance that gives customers a fast way to access support resources, without the hassle of figuring out how to budget for support costs.
• TECcare Health Check – A monthly or quarterly service that ensures the client’s system is in good health on an ongoing basis. We perform routine health checks on items such as system back-ups and software release levels. We also capture device configuration and maintain a stored copy in a secure location off of your network for disaster-recovery purposes.