Maintenance contracts are highly
recommended for videoconferencing systems, but beginning 2011 under
Cisco ownership, they are no longer required. There are two
service options available. These can be Core Services provided directly by
Cisco TANDBERG or
ZCare Services provided by
its authorized distributor KBZ. The ZCare Premier services from KBZ
include all the services of Cisco TANDBERG Core services and more, but at a
significantly lower cost. Currently in 2011 only 1 year service
contracts are available.
Some organizations have their own support, spare
parts and maintenance plans, so now they have the option to rely on
Cisco standard warranties for hardware and software, without having to
purchase the annual service contract.
ZCare Premiere Service -
The KBZ program for TANDBERG systems & equipment
Phone Access:US Tel, 8-8 EST:
215-348-9481 x 206 (after hours, select Option 3)
US Toll Free:
1-888-4-ZCARE-4 (1-888-492-2734)
International:
215-348-9481
Video Test #:
IP zcare@kbz.com
KBZ Zcare email:
zcare@kbz.com
TANDBERG
Service: 866-826-3237
Video Test Numbers
IP:
76.74.100.40 | 76.74.100.41
IP: zcare@kbz.com
ISDN:
215-489-9160
Implementation Services
Remote Installation "Remote installation service is provided for
customers who have in-house technical resources, or who are implementing a
basic system. With remote installation support, customers can expect
us to provide: Room setup recommendations
Electrical requirements Network provisioning requirements Readily
available to answer questions Telephone support during the installation
Programming instructions Testing inbound and outbound calls (based on
network configuration) System use overview "
Onsite Installation "Onsite installation service is provided for
customers who do not have available in-house technical resources, or who
need to off-load technical demands. With onsite installation support,
customers can expect us to provide: Room setup
recommendations Electrical requirements Network provisioning
requirements Readily available to answer questions Unpacking the
videoconferencing system Connecting all components Using best effort to
conceal cabling System Programming Testing inbound and outbound calls
(based on network configuration) System use overview Demonstrating how
to program camera pre-sets Demonstrating how to store frequently called
numbers in the speed dial directory Leaving the premise in the same or
better condition "
Project Management "We offer Project Management
service for complete coordination needs. This service offer customers the
convenience of a single point-of-contact, making implementation efficient
and reducing deployment time. Project Management is especially effective for
multi-site videoconferencing deployments. With this service customers can
expect from us: Kick-off Meeting to define scope of work Interact with
network providers to assist with circuit provisioning Logistics
coordination Installation coordination Overall project scheduling so all
sites come on-line as scheduled Post-project review "
Support Services
Premier Support "24x7 support availability
- we
provide telephone support 24 hours per day, 7 days per week. We understand
that you need assistance when you are starting or already in a conference,
and we strive to provide support that is timely and professional. Our
technicians are manufacturer-certified on the equipment, as well as trained
to support IP and ISDN network, troubleshooting skills and customer service.
" "Software updates for technology investment protection For systems covered
by a Support Contract, new software releases are FREE! E-mail notifications
are sent when new software updates become available. All future and past
software releases are available as an integrated part of the service
agreement. Products are supported with software up to six years after
product end of life and software upgrades are released approximately twice
a year. " "Advance overnight hardware replacement In the unlikely event that
your equipment experiences a failure, replacement parts are shipped priority
to you, in most cases arriving the next business day. The replacement
hardware costs are covered by the support agreement, so you will not be
billed for failures caused by the equipment. " "A video
test system is available for your
convenience. If you are planning to make a video call and want to test your
system, you can launch a call into our test center 24 hours per day, 7 days
per week. During normal business hours our technicians can also launch test
calls out to you. We recommend placing test calls 24 hours prior to events
or high priority calls, and we are available to help you check video and
audio call quality. " "Network assistance Because networks are often mixed,
with multiple IP services as well as ISDN, we understand that you may need
assistance in understanding the impact of H.323 and H.320 calling on your
networks. Our technicians can provide you with information to assist your
internal network support staff and carriers. We can help you proactively
address network needs and handle connectivity concerns as they occur. "
Onsite hardware replacement option "For customers that need additional
hands-on support, either enterprise-wide or just for specific locations,
We can dispatch a technician to replace failed
hardware. Onsite hardware replacement is a Support Contract option. "
International contract coordination "For customers with international
locations, we can coordinate all support through
TANDBERG. "
Time & Materials Support "We
can provide
on-site assistance on a Time and Materials basis (4 hour minimum) Travel charges not included if more than 1-hour driving
(total to and from) Materials are charged based on products provided "
Training Services End-user Training "We offer
End-user Training courses, conducted over video, to assist your employees in
adopting the use of videoconferencing as a communication tool. Since most
people do not have time to figure out how the system works on their own,
End-user Training provides a time efficient session that puts the remote
control in the employees hand and lets people get used to the experience.
Attending training also lets people know that your videoconference
facilities exist, and you can use this opportunity to let them know why they
should use them and how to book them. The end result is that visual
communication becomes an integral part of your companys everyday business
life, saving you time and money.
Our one-hour training focuses on the following topics: Learning how to
use your videoconferencing system and peripherals Making and receiving
calls Storing and dialing from your directory Placing your microphone
Using the Remote Control Moving your camera view and pre-set views Using
your peripherals (DVD, etc.) Video etiquette Basic troubleshooting
Ending the call "
Legacy Services
These are continuing annual service contracts on
many TANDBERG Products that are no longer in production.
Click here for more info on the
current systems covered and those at end of life
as of 2009 - End of Life Policy 2009
Cisco TANDBERG End of Sale Recap - 2011
