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Business Telecommunications
> Phone System Maintenance
> Maintenance Support FAQs
Phone System Maintenance Support FAQs
- What percentage do you achieve on your successful response times?
- What are the different levels of responses you have?
- What does the 'response' mean?
- What percentage of faults are normally cleared remotely?
- What happens if the problem is a carrier / network fault?
- What number do I call if I have a problem with some ancillary equipment such as a call logger or voicemail?
- What number do I call if I need some advice on a system?
- What number do I call for additional equipment or cabling?
- What number do I call for remote programming work?
- What happens if we add equipment to our telephone system?
- How do I register a change of company name or address?
- What is B.E.A.M.A?
- Can I pay half yearly or quarterly payments on my annual maintenance cost?
- How do I obtain a copy of my contract?
Q1. What percentage do you achieve on your successful response times?
A1. The overall average of 97-98% is achieved successfully on all response times.
Q2. What are the different levels of responses you have?
A2. There are 4 hour, 8 hour, 16 hour and 24 hours response times. If you wish to upgrade your level of cover please call our Business Development Team either by phone on 01707 244000 or email
Q3. What does the “response” mean?
A3. This is the number of working hours that we will take to respond to your call. We may respond either by remotely interrogating your telephone system or by sending a Technician to site.
Q4. What percentage of faults is normally cleared remotely?
A4. Our internal technical support team clears 72% of our faults remotely.
Q5. What happens if the problem is a carrier / network fault?
A5. A service call will be logged and our Customer Service Centre will carry out an initial fault investigation. If this turns out to be a carrier or network faults we will liaise with your network provider to resolve the problem.
Q6. What number do I call if I have a problem with some ancillary equipment such as a call logger or voicemail?
A6. Simply, telephone our Customer Service Centre on 01707 291 291 or email
Q7. What number do I call if I need some advice on a system?
A7. Simply, telephone our Customer Service Centre on 01707 291 291 or email
Q8. What number do I call for additional equipment or cabling?
A8. Call your Business Development Manager on 01707 244000 or email for a quotation.
Q9. What number do I call for remote programming work?
A9. If you have remote diagnostics on your system, please fax the required programming to our Customer Service Centre on 01707 291 292 or email , who will arrange for the work to done. Your contract covers you up to 15 minutes free programming work. Once the fax/email is received the programming will be done within 3 working days but usually overnight ready for the next morning.
If you need anything more urgent please speak to the Customer Service Centre on
01707 291 291, who will be happy to help.
Q10. What happens if we add equipment to our telephone system?
A10. A supplementary contract will be sent to you detailing the additional equipment, which will be added to your maintenance agreement and a change in your annual cost.
Q11. How do I register a change of company name or address?
A11. We require written confirmation of these changes so we can update our records to avoid any disruption in service levels or correspondence. Please forward all correspondence either by fax or post to the Customer Service Department however if you wish to speak a member of the team please call 01707 291 291.
Q12. What is B.E.A.M.A?
A12. B.E.A.M.A is an abbreviation for “The Federation of British Electrotechnical and Allied Manufacturers Associations”. This is an independent organisation, which produces indices which reflect the increases in salary occurring in the sector in which SynergyOne's Technicians operate. Year on year the maintenance charge will be uplifted by B.E.A.M.A indices, which are normally between 4% and 6%.
Q13. Can I pay half yearly or quarterly payments on my annual maintenance cost?
A13. SynergyOne generally can offer half yearly or quarterly payment terms via Direct Debit.
Q14. How do I obtain a copy of my contract?
A14. If you would like a copy of your contract please put a request to the Contracts department either by phone on 01707 291 292 or email
Maintenance of Business Phone Systems
 SynergyOne
offers maintenance of business phone systems with a range of levels of maintenance cover. Please contact us with your requirements.
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