We understand the importance your unified communications infrastructure has in the day-to-day operation of your business, and the potential impact that faults or a degradation in service can have.

We’re here to help you maintain and support your vital communication systems, a critical part of your business which is often complex and requires a rapid response to ensure you’re always connected.

What’s covered by UC Assurance

Fast Response

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.

Convenient 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.

Complete 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.

Critical Fault Escalation

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.

Proactive Monitoring

Proactive monitoring of 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 (PSTN).

Media Gateway Support

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.

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) 4 (quarterly)
PSTN carrier support with either ISDN or SIP vendors
Remote patch management
Remote configuration changes
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