1.800.576.2000
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DENCOM provides you with a single point of contact for voice and data systems, cabling, infrastructure, Internet and long distance services, 1-hour emergency service 24 x 7 x 365. Since 1981, we have dedicated ourselves to serving the needs of businesses nationwide. No finger-pointing. No hassles. Fair prices. one company . one bill . responsive service 1.800.576.2000 |
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MAINTENANCE PLANS DOWNLOAD DENCOM CREDIT TERMS (PDF) DOWNLOAD DENCOM CREDIT APPLICATION (PDF) DOWNLOAD A MAINTENANCE PLAN SUMMARY PAGE (PDF) DOWNLOAD MAINTENANCE PLAN TERMS AND CONDITIONS(PDF) Dencom offers five Maintenance Plan Options for the ongoing support of your communications system. These plans have been designed to allow you to tailor the services we provide to your needs and budget. Once you select a Plan, it will continue for the life of the system unless you wish to modify it, which may be done at any time. Plans may be billed monthly, or you may elect an annual billing, in which case you receive twelve months' coverage for the price of eleven. The five options are as follows: 1. FULL SERVICE MAINTENANCE PLAN This is our most comprehensive plan and duplicates all of the telecommunications management and support services that are provided during the warranty period. Coverage is provided 24 hours a day, 365 days a year, including holidays. We provide Remote Testing of your system every morning. Problems with outside lines are reported by us to the appropriate telephone company and are monitored until repaired. If we determine that a component of your system has failed, an on-site service call is scheduled. We take the initiative to correct any problems rather that wait for you to call us. This ongoing testing allows us to head off problems that would affect your service. You receive 1 HOUR EMERGENCY RESPONSE, 24 hours a day, 365 days a year including holidays. Routine repairs are done within 24 hours, 8 AM to 5 PM Monday-Friday. Any parts and labor required to repair your system are included in this plan. You are only charged for on-site Moves And Changes. The Service Call Fee for on-site Moves And Changes is waived. Preventative Maintenance is scheduled as required and performed regularly. On this plan, any programming changes that are performed remotely are at NO CHARGE, up to four hours per month. We also provide any additional telephone mounting cords and coiled handset cords that you may require AT NO CHARGE. Hundreds of dollars a year in savings can result from these few items. When you purchase additional telephones, circuit cards or new equipment such as Voice Mail or system upgrades, you receive a 10% discount while on the Full Service Plan. We include at no charge thirty hours of additional training for your staff under this plan. In addition, thirty hours of network consulting are included. This consulting continues our initial traffic analysis and ongoing management of your local and long distance services to ensure that, as rates change, Dr. Michael McGuire continues to receive ongoing cost savings. Remote Access is required for this plan. Therefore if your system does not presently have a remote access card or modem, one must be installed by us at a cost of $399 A separate local telephone line for the modem will be ordered by Dencom if one is not already installed in your system. You will be charged an installation charge and monthly charge by your local telephone company. The cost for the Full Service Maintenance Plan is $5.00 per equipped port per month. If you decline Remote Access, the rate is increased to $6.00 per port per month and the four hours per month of free Remote Moves And Changes are waived.
This plan provides support for repair and maintenance of your system 24 hours a day, 365 days a year. Coverage is somewhat less comprehensive than the Full Service Plan. Under the Basic Plan, we do not initiate Preventative Maintenance, nor do we perform daily Remote Testing. However, when you do call us to report trouble, we will test the system remotely and correct the problem remotely if possible. Telephone line problems will be reported and the progress of the repair will be monitored. This on-demand Remote Testing still saves you considerable time and frustration over having to wait for an on-site visit just to test a problem, as is common with most other vendors. If an on-site repair is required, it will be performed within 1 HOUR if an emergency, or within 24 hours if routine. All parts and materials necessary to correct faults are included in this Plan. Remote Programming changes, Ongoing Training and Network Consulting are billed at our current rate, as are on-site Moves And Changes. The Service Call Fee for on-site Moves And Changes is waived. Remote Access is required for this plan. If your system does not presently have a remote access card or modem, one must be installed by us at a cost of $399. A separate local telephone line for the modem will be ordered by Dencom if one is not already installed in your system. You will be charged an installation charge and monthly charge by your local telephone company. The cost for the Basic Plan is $3.00 per port per month. If you decline Remote Access, the rate is increased to $4.00 per port per month.
3. BUSINESS DAY PLAN This plan provides the same coverage as the Basic Plan, except that normal service hours are limited to 8:00 AM to 5:00 PM, Monday through Friday, excluding holidays. Service labor performed after these coverage hours will be billed at Dencom's normal overtime rate. Parts for service are covered regardless of the time of day. The hours of coverage apply to on-site and remote service. The cost of the Business Day Plan is $2.50 per port per month. If you decline Remote Access, the rate is increased to $3.50 per port per month.
This plan is an enhancement of a basic "Time and Materials Plan". Under this plan, you are billed hourly for all parts and labor under the terms of our Per Visit Plan, with several additional benefits. Under the Enhanced Per Visit Plan, you receive 1 HOUR EMERGENCY RESPONSE instead of the 2 hour response offered on our normal Per Visit Plan. The Service Fee for on-site Moves And Changes is also waived on the Enhanced Plan. We will also perform Remote Testing and Repair at no charge when you call to report trouble whereas on the normal Per Visit Plan you are charged for these services. The Enhanced Plan gives you the benefit of a contractual relationship with Dencom at the minimal cost of $.50 per port per month.
5. PER VISIT PLAN The traditional "Time and Materials Plan." You pay our current labor rate for all repairs, maintenance and testing performed on-site or remotely. A one hour minimum for on-site visits is charged within a 40 mile radius of Santa Monica and a two hour minimum applies outside of this radius. A 15 minute minimum applies to any remote access. A Service Fee of 50% of appropriate first hour charge applies to each site visit. Parts which require replacement are charged according to our current Repair and Exchange Price List. We will provide Emergency Service within 2 hours of your request, 8 AM to 5 PM, Monday-Friday. Response other than these times is charged at our current overtime rate. Holidays are not charged the overtime rate. A set-up fee of $100.00 is required to begin a Per Visit Plan.
WHAT IS A PORT ? A port is an available place on a circuit card to connect a telephone or an outside trunk. Dencom determines the number of ports equipped in your system by adding the number of circuits available on all the circuit cards in your system. For example, a T1 card has 24 available ports on each card while some cards for outside Trunks have 4 ports available. 1 T1 cards @ 24 ports each 1 x 24 = 24
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 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.
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