2. Secure your Investment... Secure your Future
Superior customer service and effective communication are the standards by which a business
succeeds in today’s competitive marketplace. Downtime from network failures result in lost sales
and lost customers. These are losses that no company can afford.
Carousel Industries understands that your
communications system is vital to your business
success. Your mission-critical communication solutions
require a comprehensive portfolio of services and
support for converged environments of all sizes.
Carousel has the resources and support to enable you
to focus on running your business, not your network.
The Carousel Support Agreement was created to
provide the total protection you need to support
maximum uptime and reliability of your Avaya system.
Our commitment is to provide you with the best
service and support in the industry. We’ll keep you in
touch with your customers so you can serve them best.
Contrary to general thinking, all business partners are NOT created equal. Carousel Industries has been
recognized as Avaya’s only 3-Time Business Partner of the Year. Our Platinum Certified service organization
is the largest of all Avaya’s Global Business Partners, with access to over 4500 Technicians and Convergence
Engineers worldwide, including direct access to Avaya Engineering. Our clients get the best of both worlds
by leveraging Carousel’s expertise and flexibility with Avaya’s back end Support.
Emergency Response: 2 to 4 hours On-Site Technician with
Intelligent Dispatch
Troubles that cannot be resolved remotely (e.g. a part is
needed) are addressed with 2-hour or 4-hour response
With the information gathered via remote monitoring
for major troubles and next business day for minor
and diagnostics, the correct part and Carousel
troubles, utilizing our nationwide network of Avaya
technician arrives on site ready to resolve the problem
Certified technicians.
the first time, minimizing return visits and downtime.
24x7 Remote Alarm Monitoring FREE Parts Replacement & Labor
Continuous, 7-day-a-week, 24-hour-a-day monitoring of
Replacement parts and the labor to install them are
your systems. Any alarm on your system is thoroughly
included in your Carousel Support Agreement. Avaya
checked by an Engineer the moment it occurs,
products are supported by a national distribution
whenever it occurs.
system designed to provide the correct part in the
shortest interval possible.
Unlimited Helpdesk Support
Preventive Maintenance Visits
Call Carousel during normal business hours and get the
answers you need on products, features/functions and
Annual on-site visits by a technician, to perform a
interoperability. Basic Help Line and application support
17 point check on your Avaya systems, including
services are included and are available as often as you
replacements of cabinet filters, system error checks,
need them.
environmental conditions, review of backup performance
and reboot schedules. A final report with results and
Access to Tier 3 and Tier 4 Engineers recommendations will be provided for your records.
You have access to Carousel’s Network Operations
Emergency Service
Center and Field Technicians, supported by Tiers of
product and service engineers, including Carousel’s
Carousel is committed to restoring basic phone service
direct access to Avaya Engineering.
within 24 hours of notification. You’ll also receive priority
queuing for a permanent replacement system.
FOR MORE INFO CALL 800.401.0760
3. MAINTENANCE SUPPORT
Platinum Support Gold Support
Support Plans for Enterprise Class Systems
Total System Protection Standard Protection
• •
Priority Queuing for Service Requests
• •
Emergency Response – 2 to 4 Hours*
• •
Non-Emergency Response – Next Business Day
• •
24x7 Remote Alarm Monitoring & Resolution
• •
Unlimited Helpdesk Support
• •
Remote Diagnostics & Troubleshooting
• •
Access to Tier 3 and Tier 4 Engineers
• •
On-Site Technician Dispatch
• •
FREE Parts Replacement
• •
Preventive Maintenance performed annually
•
SmartPoint VoIP Network Monitoring
•
Carrier Interface Support
•
Voice / Data Integration Support
•
Training Support
•
Discounted Rates on moves, adds and changes.
•
Obsolescence guarantee**
*2 Hour response time available in Metropolitan areas only. **Must be financed with the “Carousel Shield”
SmartPoint VoIP Network Monitoring Obsolescence Guarantee
Smartpoint monitoring services provides real-time Carousel not only commits to sourcing the finest
fault monitoring of the voice platforms and the technology solutions available in the industry, but
underlying data network infrastructure. Allowing also commits to providing our customers the right
customer’s to receive maximum performance from their technology at all times. At any point during a lease term,
communication platforms, endpoints, applications and the customer can return all equipment and replace it,
entire network, Smartpoint combined with Carousel with a Carousel provided technology solution that better
Voice Support delivers unparalleled total coverage for serves the customer’s needs. Carousel will provide this
converged network environments. obsolescence protection to customers that are leasing
their current communications system with the Carousel
Shield Plan and have a Platinum Support Agreement.
Carrier Interface Support
Carousel will work with your carriers to ensure a
Voice/Data Integration Support
seamless installation and continue support throughout
the contract, including vendor meets. Your business Carousel converged engineers will work closely with
needs will most likely change from time to time. For your IT staff throughout the installation and provide
these reasons, Carousel will conduct an annual carrier remote integrated VoIP network support and monitoring
audit to ensure that your organization has the correct during the entire contract period. Carousel has extensive
quantity and appropriate type of network services. capabilities in the area of Data, Data Security and
Networking. Carousel can leverage vast resources
both internally and through our partner relationships
Training Support including:
If a customer is not completely satisfied at the end
of the project training period, additional sessions will • Cisco Systems
be scheduled free of charge. Ongoing training is an • Extreme Networks
important aspect of high quality support. Employee
• Juniper Networks
promotions and turnover create the need for training.
• Microsoft
Access to training sessions is included with a Platinum
• Avaya Developer Partners
Support Agreement.
www.carouselindustries.com
4. Managed Services Program
Managed Services is the practice of transferring day-to-day related
management responsibility as a strategic method to improve effective and
efficient operations, with reduced overall costs. Managed Services ensure a fixed
monthly cost devoted to your communication systems, which allows for financial
management and planning. Without a fixed budget, proper management can become very
expensive, very quickly. Outsourcing on a fixed basis can mitigate risk, and save money.
Carousel has a wide variety of Managed Services and we can tailor the perfect fit for your needs.
Software Release Management (SRM) Vendor Agency
SRM reduces the total cost of support by eliminating the time Agency provides you a centralized point of
spent by customer’s internal resources to manage the update contact for trouble reporting and resolution of
process. SRM provides a solution for Carousel expertise to network, facilities, telco carriers, and 3rd party
pro-actively identify, assess, and implement recommended applications. We’ll be one number for you to call
updates that maximize performance of applications and and we will case manage your vendors and report
minimize the risk of potential service disruptions. back to you.
Moves, Adds, and Changes
Including MACs in an agreement reduces costs and eliminates
“per incident” vendor invoices for moves, adds and changes.
This service provides a fixed price for delivery of remote
software MACs and/or on site hardware MACs that are currently
performed by internal staff or outsourced on a T&M basis.
Backup Storage
Data Backup Storage from Carousel can help you implement
enterprise-wide disaster recovery routines with minimal cost
and efforts. Carousel provides a uniform process, available 24X7,
for the storage and retrieval of critical backup files. In the event
Help Desk of serious system failure, the most recent backup file may be
quickly retrieved from an encrypted, password-protected web
Help Desk provides answers to general usability or software portal and uploaded to your system - restoring service in just
application specific questions from your end users. Our staff minutes. The Data Backup Storage program is only available for
will provide advice on best practices, provide or clarify Avaya Avaya Version 13 or higher.
documentation, and enhance customer understanding of the use,
features and programming of Avaya supported Products. Voice
Mail password resets are also included in Help Desk Support.
Single Point of Contact
SPOC provides you a designated customer service team that
is familiar with your business in order to provide you fast and
personalized service. SPOC provides you a team that knows
your systems, your network, your staff and your expectations.
Maintenance issues are managed to ensure that each case is
handled efficiently and effectively.
Activity Reports
Activity reporting provides comprehensive detailed reports
Security Audit
on all service activity, including break/fix and/or MAC tickets,
designated by location. Reports include data such as ticket Security Audit is an annual consultative system audit that
opened date, work requested, work performed, and ticket identifies every conceivable “hole” or weak spot in your PBX and
completed date. Mail Systems. The Carousel Security Audit also analyzes your
data against manufacturer security best practices and provides
specific solutions that you can implement today to prevent
For more information call 800.401.0760 future security breaches and costly toll fraud. No additional
or email info@carouselindustries.com engineering support is required - everything is presented in
jargon-free, customer-friendly language that both casual users
and novice technicians can work with.
www.carouselindustries.com
