Support Center

ROI_InternalIMages_supportcenterIn order to provide best-in-class service and support to our customers, ROI Networks offers an extremely flexible and broad scope of services called ServiceWorks. These services range from simple Time and Materials to comprehensive 7×24 support and proactive network management.

TIME AND MATERIALS SUPPORT (ServiceWorks – T&M)

This offer provides ROI Networks service and support resources on an hourly basis for customers without an existing support agreement. ROI Networks provides best-effort support under this offer and also bills our customers a trip fee and travel time for these cases of trouble if applicable. Our targeted response time for T&M customers is 8 hour response for major cases of trouble and 24 hour response for minor cases of trouble.

BLOCK OF HOURS SUPPORT AGREEMENT (ServiceWorks – BOH)

This offer provides access to ROI Networks support resources on a block-of-hours basis. This offer is generally targeted at customers who require the advanced skills of an ROI Networks engineer to complement, or off-load existing IT staff. ROI Networks can provide either remote or on-site support with 8 hours advanced notice. Requests for engineering that require on-site support are charged a trip fee and travel time in addition to the discounted hourly engineering rates.

ADVANCED REPLACEMENT SUPPORT (ServiceWorks – ARS)

This offer was created to provide parts only replacement for our customers with local resources and prefer to support their own networks and applications. We guarantee next business day replacement for any failed components under this agreement. If remote ROI Networks support is required, a discounted hourly rate is offered.

SERVICEWORKS PROTECTION PLAN (ServiceWorks – SPP)

This offer provides a complete array of services from helpdesk, service level objectives, hardware and software support and/or replacement, network monitoring and on-site dispatch. SPP customers receive priority support over non SPP customers with a 2 hour response for major alarms/outages and 12-24 hour response for minor alarms. Optionally, Advanced Proactive Monintoring can be included that allows ROI engineers to enable a services portal for the customer and both ROI and the customer can jointly collaborate and participate in the identification, verification and resolution of network issues.

SERVICEWORKS PROTECTION PLAN SERVICE ADVANTAGE (ServiceWorks SPP-SA)

This offer provides comprehensive, 7 days per week, 24 hours a day, service and support, for our customers Unified Communications and voice, data and video networks. Also included are unlimited remote adds, moves and changes. Customers under this agreement are not billed trip fees or travel time in the event a dispatch is required. These customers receive priority support and ROI Networks will dispatch cases of trouble for these customers on a priority basis ahead of other support and non-support customers. Parts and labor are covered under this agreement along with simple moves and changes if required. Our response time for this agreement is 2 hours for an emergency or service affecting case of trouble and 8 hours for a non-emergency or service affecting case of trouble.

SERVICEWORKS CARRIER SUPPORT (ServiceWorks – SPOC)

This offer provides carrier management and a single point of contact for resolution regardless whether it is equipment or carrier services related. Customer will authorize ROI Networks to act on their behalf with their carriers to resolve issues that impact the performance of their voice, data and video communications.

If you are seeking an urgent response please call our support number at 949-248-5098.

Priority Levels
  • P1 Outage – Major system outage or disruption. 1 hour response time objective with a 4 hour resolution objective
  • P2 Outage – Minor system outage or disruption. 4 hour response time objective with a 24 hour resolution objective
  • P3 – Case of trouble. 8 hour response time objective with a 5 business day resolution objective
General Support

If you need general support, please the Contact Us page.

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