• GoldSeal Support for Avaya IP Office


Support Hours

The GoldSeal Service Desk provides 24x7 remote support for P1 and P2 severity issues. It is staffed by experienced and dedicated technical professionals between 9:00 a.m. and 5:00 p.m. your local time in the Continental U.S. During business hours, we have a two-hour response objective. After hours, our on call engineers respond to critical severity issues within one hour.


Level 1 and 2 Support

At GoldSeal, customer service specialists answer every call. Certified Avaya IP Office customer support engineers will identify and resolve your issue. This includes:

  • • Advance scheduling of resources for availability
  • • Standard vendor warranty support, troubleshooting and escalation
  • • Basic administration and programming assistance
  • • Best effort support on IP Office versions no longer covered under manufacturer warranty


Level 3: Escalation

GoldSeal handles escalation to Avaya if necessary including assistance with DOA and Warranty parts replacement procedures. Escalation and parts replacement require an appropriate manufacturer’s contract and LOA (letter of agency).


Online Tools

GoldSeal Service Desk provides you access to our online customer portal and ticketing system. The GoldSeal Service Desk provides you access to powerful tools that allow you to:

  • • Open cases through our online customer portal*
    • *For P1 and P2 issues, please follow-up directly with the GoldSeal personnel via a phone call.
  • • Track ticket activities and escalations
  • • Transfer files to and from our engineers


Software Updates

GoldSeal Service Desk can assist and mentor with the application of software updates. Working with your staff, we provide key update information along with the reasoning for best practices and validation testing. Software updates require an appropriate manufacturer’s contract.


Reporting

The GoldSeal Service Desk provides you the ability to run reports on your logged cases. This provides vital analytical data to allow for comprehensive view of requests logged with and resolved by our GoldSeal team.


Training

GoldSeal provides Service Desk assistance and basic knowledge transfers. More in-depth options can be quoted for both customized product and product certification training.

Contact


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident Pack
Office Hours Availability 9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2
9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2
9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2 afterhours will be charged at time an half
9 a.m. – 5 p.m. local time (Continental U.S.)
Language ENG ENG ENG ENG
Documentation Access to product documentation including; product manuals, technical guides, FAQs, software release notes Access to product documentation including; product manuals, technical guides, FAQs, software release notes Access to product documentation including: product manuals, technical guides, FAQs, software release notes Access to product documentation including: product manuals, technical guides, FAQs, software release notes
Online Tools Access to online support tools and case management Access to online support tools and case management Access to online support tools and case management Access to online support tools and case management
Usage
N/A
N/A
30 min minimum, 15 min increments per call; OOH: 1 hr min, 30 min increments per call One incident per issue
Updates Patches included; upgrades included in some Avaya IPOSS offers 1 Patches included and applied automatically Patches included; upgrades included in some Avaya IPOSS offers 1 Patches included; upgrades included in some Avaya IPOSS offers

Support Resources


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident Pack
Service Desk Engineer
Designated Technical Support Engineer
Optional
Optional
N/A
N/A
Upgrade and Release Planning
N/A

Reporting


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident Pack
Customer Generated Reports
Service Delivery Reporting, Quarterly
Optional
Optional
Optional
Service Delivery Reporting, Quarterly Review, Remote
Optional
Optional
Optional
Annual Health Check and Report
Optional
Optional
N/A

Access Method


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident Pack
Online Portal Access
Portal Custom Branding
Optional
Optional
N/A N/A

Hardware Replacement


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident Pack
Advanced Replacement - Four-hours Part Delivery
2
2
2
2
Hardware Replacement - Next Business Day
2
2
2
2
RMA Phone Support

On-Site Resources


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident
On-site Technician for Replacement Part Install, Scheduled
Optional
Optional
Optional
Optional
Smart Hands Dispatch
Optional
Optional
Optional
Optional

Training


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident
Help-Desk Assistance Remedial - Knowledge Transfer
N/A
Online University
Optional
Optional
Optional
N/A
Customized Product Training
Optional
Optional
N/A
Product Certification Training
Optional
Optional
N/A
N/A

Service Type


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident
Annual Support Agreement
N/A N/A
Prepaid Block of Time N/A N/A
N/A
Pre-Purchased Incidents N/A N/A N/A

Support Elements


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident
Email Support - 1 Business Day
Tier I Support
Tier II Support
Tier III Support
1
1
1
Tier IV Support
1
1
1
Software Support Current Major Release Only
Software Support - Current Major Release and Two Major Releases
N/A
Software Updates
1
N/A
1
1
Resource Reservation
N/A
Escalation Support, 8x5
1
1
1

Additional Support Features


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident
On-Site Remote Access Appliance
Optional
Optional
Optional
Optional
MAC Assistance - Basic
N/A
MAC Assistance - Complex
Optional
Optional
N/A N/A
Assisted Remote Access

Service Level


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident
Standard Service Level Objectives

Additional Services


Offering GoldSeal Support GoldSeal UCaaS GoldSeal BOH GoldSeal Incident
Asset Tracking
Optional
Optional
Optional
Optional
Proactive End-of-Life Monitoring
Optional
Optional
Optional
Optional

1 Requires an existing IPOSS contract and letter of agency
2 Requires an existing APR contract