* Service provided 24 hours a day, 365 days a year.

* Service personnel are certified engineers who have been thoroughly trained by the manufacturer and who adhere to Dencom's strict standards that always exceed factory standards.

Dencom will respond to your request for service within the following time frames. Respond means accessing the system remotely (if equipped).  If an on-site visit is required, it will occur immediately upon determination that the service cannot be accomplished remotely.

MAJOR FAULT - Within 1 hour

A Major Fault is defined as: no incoming or outgoing calls, no internal calls, console down, critical phones down as determined by your definition.

MINOR FAULT - Within one business day

Defined as all other service requirements.

MOVES AND CHANGES (MAC)

The day to day rearrangement of your telephones.  MAC orders may also include major additions in wiring or telephones.

MAC orders can generally be completed in one to five business days, depending on the size and complexity of the order, parts availability, and Dencom's workload.

Remote programming changes are normally accomplished the same day as they are requested.

MAJOR FAILURE EMERGENCY PROCEDURES

If a Major Failure occurs after normal business hours, a call to Dencom connects you to our Voice Mail System which prompts you to select the Emergency Voice Mailbox.  This system will record your name and callback number, as well as any message.  When you hang up, it immediately pages our Service Manager who will call you back within minutes to begin solving the problem.  The Service Manager will then contact the appropriate on-call technician.  This on-call engineer is equipped with a full stock of spare parts and is able to access your system remotely from anywhere by cellular telephone so that the problem is solved quickly.

You will never need to deal with the frustration of an answering service.  Our commitment is to be there for you when you need us.

DISASTER RECOVERY

Disaster recovery has become increasingly important to successful businesses.  Even a few day's down-time can mean significant lost revenue and frustrated customers.

Should a catastrophic incident occur which completely disables or destroys your system, or if you are forced to relocate from your present facility on an emergency basis; Dencom will have a replacement system on-site within 4 hours.  This system will provide substantially the same service as your damaged system since it will be programmed from copies of your database which are kept in fireproof storage at our facility.  We will then implement any changes as needed to match the same configuration as that which existed before the incident.