24/7/365 Service & Support

Microtech-Tel, Inc. provides service and support to our customers on a 24/7 basis with guaranteed response times. Live dispatchers are always available to help clients and deploy resources necessary to meet our service commitments.

Geographic Coverage

Microtech-Tel maintains fully staffed service and support offices in Denver and Colorado Springs. We also are an active member of NECSI which is a nationwide association of NEC dealers that are contractually bound to provide fully certified support personnel and repair processes compatible with Micrtotech-Tel guaranteed response times. This combination enables Microtech-Tel to have the nationwide footprint necessary to meet our customers’ expectations.

Protecting Your Investment

Our service commitment continues beyond the initial implementation and remain in effect for as long as the system is in service. All of our systems carry a warranty of at least one-year. During this initial period, all parts and labor costs for service are covered. Following the warranty period, we offer comprehensive maintenance contracts, which include all parts and labor.

Warranty

Microtech-Tel warrants, for a period of one-year from the cutover date, or one-year from the date of shipment of equipment sold without installation by Microtech-Tel, that the equipment shall be free from defects in material and workmanship. If any defects covered by this Warranty appear and Microtech-Tel is notified within the Warranty period, Microtech-Tel shall have the option of repairing or replacing the defective component(s) of the equipment at its own expense. Repaired or replaced parts or components are warranted for the remainder of the original warranty period or for 90 days after replacement, whichever is longer. The foregoing Warranty shall be void for any item of the equipment which has been subject to: (1) alteration or repair by persons not authorized by Microtech-Tel; (2) misuse, negligence, accident, fire or other casualty; (3) operation beyond its design range, improper testing or mishandling in any way; (4) improper installation, maintenance or service by persons not authorized by Microtech-Tel.

Guaranteed Service Response Times

Emergency System Failure

An Emergency System Failure is defined as an equipment failure that results in the loss of 30% or more of incoming or outgoing lines or trunks; or the loss of 30% of telephone instruments or internal service; or inoperability of the Attendant Console or Automated Attendant; or any other equipment or service failure which severely hampers the customer’s ability to conduct normal business operations, Microtech-Tel empowers its customers to declare an emergency based on their operational needs.

1. Two Hours or Less – Day or Night
   Microtech-Tel commits to technical response within 2 hours for any emergency system failure.
2. 24×7
   The Microtech-Tel service department provides service for major system malfunctions 24 hours a day, 7 days a week, 365 days a year. We are just a phone call away.

Routine Service Events

Normal system or station issues that affect a single instrument or fall outside a customer-defined emergency are dealt with as routine service events. Guaranteed response time for routine service is 12 business hours. Routine equipment failure is defined as any malfunction other than an Emergency System Failure, such as, a disabled trunk line or a telephone/voice mail port malfunction.

Carrier Information

For Carrier to Carrier repair issues, please contact the Network Operations Center at 1-800-722-5115.
CSR and LSR requests should be directed to LNP@microtech-tel.com. Microtech-Tel will respond to most requests within48 business hours. Please note that the corporate offices are closed between Christmas and New Years Holidays.