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Avaya Maintenance

Avaya Systems Maintenance & Support

FTG provides comprehensive monitoring, maintenance and support services to ensure your communications systems remain up and running. Businesses of all sizes can be paralyzed during an equipment failure; our team provides fast response times, expert technical assistance and replacement equipment as just a few of the comprehensive benefits of your systems maintenance agreement.

24/7 Alarm Monitoring & Remote Diagnostics
Around the clock monitoring of your systems via the FTG NOC. Equipped with the industries’ most sophisticated technologies, FTG leverages multiple MSP platforms customized to monitor your Avaya infrastructure. Our comprehensive remote monitoring and management solution is capable of monitoring not just your Avaya systems, but all SNMP and WMI devices within your IT network; ensuring your entire network is truly covered.

24/7 On-Site Support
FTG provide continuous, around the clock coverage coordinated via our Network Operations Center in Quincy, MA. Upon receiving an alarm, our NOC team will imemdiatley diagnose the issue, escalate to an Engineer and coordinate a dispatch when required. Our team will keep you informed of an issue from alarm through resolution. Technicians are dispatched 24/7 from locations througout Massachusetts, Rhode Island and New Hampshire and are armed with diagnostics and triage information from the NOC team. We leverage a full suite of resources to ensure we arrive onsite with the appropriate parts as quickly as possible.

Free Parts Replacement
In the event of an equipment failure, replacement parts and the labor to install them are included in your maintenance plan. Equipment is stored on FTG Service Fleet vehicles as well as our Quincy, MA logistics facility and Boston Field Office locations. All parts are supported by our national distributors to provide the optimal part, as quick as possible, including the appropriate licensing and software.

Offsite Backup & Disaster Recovery
FTG Technologies maintains backup equipment so that, for disaster recovery, your system can be replaced and running within several hours. In addition, our Operations Center can maintain an off-site backup of your system configuration in case of data corruption, fire, water, or other natural disaster.

Priority Access to Tier 3 and Tier 4 Engineers
As an FTG maintenance customer, you have priority access to our RMAS support group and Tier3/Tier4 engineers. Our pro services team maintains the highest levels of manufacturer certification and are an invaluable resource to our customers. Our expertise has earned us partnerships with the top tier manufacturers including Avaya, Cisco and others; and is available to our maintenance customers on a priority basis.

Preventive Maintenance
FTG performs an onsite semi-annual review of your systems to ensure optimal performance. Preventive maintenance includes replacing filters, environmental conditions review, system error reports and general health checks. We provide customers with a detailed alarm report including recommendations to optimize performance.

Carrier/Provider Agency

FTG can provide coordination and interaction with your carriers and other service providers through a Letter of Agency (LOA). Many customers request FTG to act as a single point of contact for escalate and troubleshooting of third party issues to eliminate finger pointing and reduce down time during a carrier outage.

Enhanced Maintenance Plan Options
FTG offers enhanced service offerings to provide complete coverage for our customers.
Updates, service packs and critical patches can be included within your plan to ensure your systems remain current and operate with high availability.
FTG Voice Quality Monitoring enables you to generate, analyze and measure the impact of live voice traffic on production networks to assure performance throughout the peak utilization.
Customers can receive automated reports including real-time and historical performance metrics.
Web App performance monitoring provides unique visibility into the critical websites and web applications that your organization depends on.