What's covered by UC Assurance?

response-time

1-hour response SLA for critical issues.

We understand the importance of your unified communications infrastructure and the impact that service degradation can have on your business. That’s why we ensure a response within one business hour from a certified Microsoft unified communications engineer in order to remediate critical issues.

delivery

Delivered 8am to 6pm Monday to Friday.

Problems often happen when you least expect them, both before and after business operating hours. Our UC Assurance Packs provide support between 8am and 6pm Monday to Friday with optional 24/7 cover if required.

support

Support for your entire UC platform.

We know that a unified communications infrastructure leverages several platforms in order to provide service to end users. As such we don’t just provide support for Microsoft Lync Server and Skype for Business but also for additional supporting components such as Microsoft Office Web Apps, Microsoft Exchange Server Unified Messaging and Microsoft IIS Application Request Routing.

fault

Critical fault escalation to Microsoft Product Support Services (PSS).

Resolving issues in a timely manner is important for every business-critical application, as a Microsoft Gold Communications partner, our UC Assurance Packs include fault escalation directly to Microsoft Product Support Services (PSS), so we can ensure you’re back on track in the shortest time frame possible.

monitoring

Proactive monitoring for your UC infrastructure.

Monitoring your UC investment is critical in order to proactively prevent issues that may lead to service degradation. Our UC Assurance monitoring solution provides a number of separate Microsoft Lync Server and Skype For Business alerting metrics. We also provide tailored alerts for AudioCodes and Sonus enhanced media gateways allowing us to actively monitor your connectivity to the Public Switched Telephone Network.

audio

AudioCodes & Sonus Enhanced Media Gateway Support.

In addition to supporting your Microsoft Lync Server and Skype for Business platforms, our UC Assurance Packs also provide support for enhanced media gateways from AudioCodes and Sonus. We’ll investigate, remediate and liaise with vendors regarding issues, allowing you to focus on your business.

environment

Remote environment health checks and reports.

As with any piece of software or hardware, Microsoft unified communications infrastructures need to be reviewed on a periodic basis to ensure the environment conforms to best-practice guidelines and to guarantee you’re getting the most out of your investment. Our remote health checks and accompanying reports will ensure your environment is running as it should be.

carrier

PSTN carrier support with either ISDN or SIP vendors.

Resolving issues with ISDN and SIP vendors can be an involved process that can often include interaction with enhanced media gateways, gathering diagnostic information and performing connectivity tests. We’ll take that headache away and liaise with the carrier to resolve any issues.

Remote patch management

Remote patch management.

Keeping your environment up to date is a key factor in ensuring its reliability and security. We understand that not everyone has the knowledge or resources to make sure this happens on a regular basis. With UC Assurance for Business, we remotely apply scheduled updates on your behalf during out-of-hours periods, so your communications keep running when you need them. We make sure your Lync or Skype for Business system is reliable, with the latest fixes and features.

UC Assurance for Business also covers you for remote firmware updates on media gateways from AudioCodes or Sonus. we'll make sure you have the latest, most stable release.

Remote configuration changes

Remote configuration changes.

Without having expert Lync or Skype for Business resources in-house, tasks like enabling and configuring users, creating hunt groups, configuring voicemail and adding federation partners can be difficult and time consuming to undertake. With UC Assurance for Business we'll maintain and manage your environment and carry out services configuration work, leaving you more time for other tasks.

       

UC Assurance for IT Pros is great for organisations who have the skills and resources to maintain a UC infrastructure, but want the reassurance of proactive monitoring and 1-hour SLA support.

UC Assurance for Business adds extra support for carrying out maintenance and configuration changes, in case you don't have the time or skills in-house.

1-hour response SLA for critical issues
Delivered 8am to 6pm Monday to Friday
Support for your entire UC platform
Critical fault escalation to Microsoft Product Support (PSS)
Proactive monitoring for your UC infrastructure
AudioCodes & Sonus enhanced media gateway support
Remote environment health checks and reports 2 (half yearly) 4 (quarterly)
PSTN carrier support with either ISDN or SIP vendors
Remote patch management
Remote configuration changes