M12 Solutions have their own dedicated in-house SpliceCom maximiser engineers who have built up many years' worth of experience installing, upgrading and maintaining these SpliceCom phone systems.

Engineers who you can trust, who have been working with SpliceCom since its first release, who's job it is to help people like you.

M12 Solutions can provide three main types of SpliceCom Maintenance Support:

1. Silver
2. Gold
3. Platinum

What Maintenance Provides

• Out of warranty repairs and replacements for hardware issues
• Remote diagnostics and support
• Software upgrades
• Support and advice when faults occur on the system
• Minor configuration changes like setting out-of-hours mode etc
• On site visit and hardware replacement where the issue experienced cannot be resolved remotely

Our Online Portal - Keep21

Keep21 is our unique web-based portal that allows customers to report faults directly against the products we support you with. This immediately attaches SLA's to your enquiry, is available 24/7/365, and updates are provided through the portal immediately.

Your phone system inventory is uploaded into the system; e.g. we can add 2 x 5100's, 1 x 5315, 2 x 5330, 80 x IP User Licences, 10 x PCS 560's, 70 x PCS 570's, then indicate that these are all supported by a Gold maintenance support agreement. This then allows you to report a fault, enquiry, add/change/move online against one of these items.

For multi-site organisations you can view your different sites/ offices. Customers can also view network services as well as phone system equipment and tailor log-in access for new users yourself.

Keep21 gives you more visibility and greater control over the products and services we provide or support you with. Statistics can be generated and reports produced. This is information that generally other support companies don't provide.

Silver SpliceCom Maintenance Support

Hours: 09:00 - 17:00
Days: Monday - Friday (excluding Bank & Public Holidays)
Response Time: Within 4hrs of Customer Service receiving the fault report for a complete system failure (i.e. at least 90% of extension users are unable to make or receive outside calls). Within 8hrs if 50% of users are affected under the same circumstances, and terms.
Cost: £CALL 0845 408 1212 (price is dependant on your phone system configuration)

Gold SpliceCom Maintenance Support

Hours: 24hrs 00:00-00:00
Days: 24/7/365 (including Bank & Public Holidays)
Response Time: Within 4hrs of Customer Service receiving the fault report for a complete system failure (i.e. at least 90% of extension users are unable to make or receive outside calls). Within 8hrs if 50% of users are affected under the same circumstances, and terms.
Cost: £PoA. Call 0845 408 1212

Platinum SpliceCom Maintenance Support

A Bespoke Maintenance Solution.
These are agreements tailored to the customers operational requirements.
Platinum SpliceCom Maintenance Support could include:

• Dedicated engineering
• More prompt response
• Managed services
• Routine visits
• Minor works included

Cost: £PoA. Call 0845 408 1212

 Enhanced SpliceCom Maintenance Support

The enhanced SpliceCom maintenance support can be added to any of the above agreements which will include:

• Up to 6hrs per annum of remote access to provide back up for the customer's system administrator. (Available for contracts above £2,000 only)
• An appropriate engineering site visit to "health check" the installed system
• A quarterly technical update to provide latest system and enhancement information
• Disaster recovery plan and support service

Cost: £PoA. Call 0845 408 1212

Maintenance Information Request