available service levels

Oak offers a range of Service Level Agreements to suit each individual customer’s needs; from our prestigious Level 5 down to entry Level 1. There is an ideal Service Level Agreement for everybody! May we recommend that you scan through the various Service Options and choose the one most appropriate to your Company’s needs. On selected products we are now pleased to be able to offer, available from Level 3, round the clock telephone & remote diagnostics support (hardware permitting). Call 0845 1362 625 to find out more.

Specifications are subject to change without notice. All prices are excluding VAT. E.& O.E. Business Centres supported on a minimum Level 4.
Secure Website Access Gain immediate access to the Oak Telecom website for the latest product and technical information	Yes	Yes	Yes	Yes	Yes
Software Registration & Warranty Register your software with us and initiate your warranty	Yes	Yes	Yes	Yes	Yes
Technical Support Obtain a fast response to your technical queries by telephone, fax, email and from our website		5 Credits	Yes	Yes	Yes
Remote Diagnostics Add remote diagnostics to your system and allow us immediate access to your PC from our Customer Service Centre, to resolve your queries more quickly. For details of remote diagnostics equipment, contact your Oak re-seller		Yes	Yes	Yes	Yes
Software Updates Update your software to the latest release of the purchased product		Yes	Yes	Yes	Yes
Site Visit Take advantage of hands-on support. We can even come to you to provide technical support & training, and fault diagnosis on Oak-supplied hardware starts here. Replacement parts charged at cost + handling fee after manufacturer's warranty **			5 day response* (x1)	8hr response*	4hr response*
Training Session (number of delegates) Get the most from your software through regular training and re-training for all new and existing staff at our Training Centre			1	2	3
On-Site Training Session/Review Let us review the best and most effective means of maximising your system to its full potential, with an annual health check – we are the 4th emergency service					Yes
24 Hour Support Receive round the clock telephone and remote diagnostics support for your system (available from Level 2 as an additional module)					Yes

* Initial response time from Oak will be by contact with a fully trained technician who will attempt to rectify the problem. On-site response time is the period within which Oak will endeavour to attend a site.
** Additional charge for remote or off shore locations.