Services
Support plans
When the phones stop, the question is how soon someone who knows your system is working on it. Each plan puts that time in writing, for three kinds of problem, and says what else it includes.
Three plans
| Essential | Business | Premium | |
|---|---|---|---|
| When we work on it | Monday to Saturday, in office hours | Monday to Saturday, in office hours, and around the clock when the system is down | Around the clock when the system is down or has a major fault, and office hours for the rest |
| How you reach us | The client portal and email | The client portal, email and phone | The client portal, email and phone |
| System down: we respond within | 4 hours | 1 hour | 1 hour |
| Major fault: we respond within | 8 hours | 4 hours | 2 hours |
| Minor issue or change: we respond within | 2 business days | 1 business day | 8 business hours |
| What is included | Remote help with faults, as often as they happen | Remote help with faults, and with moves, adds and changes | Everything in Business, and a named engineer |
| Visits to your site | Charged separately | Charged separately | Two a year included, more charged separately |
Essential
Remote help with faults, by portal and email, Monday to Saturday
KES 27,000 a year, excl. VAT (16%)
KES 2,500 a month, excl. VAT (16%)
Business
Changes included, phone as well, and a one-hour answer around the clock when the system is down
KES 54,000 a year, excl. VAT (16%)
KES 5,000 a month, excl. VAT (16%)
Premium
Major faults answered around the clock too, a named engineer and two site visits a year
KES 108,000 a year, excl. VAT (16%)
KES 10,000 a month, excl. VAT (16%)
Response times count within the plan's hours: on Essential, a fault reported on a Sunday is picked up on Monday. Every plan is remote support. Prices are in KES, and a year costs the same as ten months. Prices exclude VAT at 16%.
What the words mean
System down
Calls cannot be made or received. This is the one that wakes an engineer up on Business and Premium.
Major fault
Something has stopped working for many of your people: a queue, the apps, the menu callers hear.
Minor issue or change
One phone misbehaving, a report that looks wrong, or a change you want made.
A response, not a promise of a fix
A response means an engineer has picked up your problem and is in touch with you. Some faults sit with the internet line or the phone company rather than the system, and those we chase for you.
Moves, adds and changes
The small changes every office makes: an extension for a new starter, someone moving desk, a change to who answers a queue. Business and Premium include them; on Essential each one is bought as an incident.
Without a plan
For the business that needs help now and then: one price for one issue, bought when you need it, and worked on once it is paid.
Remote incident
One issue, worked on remotely, Monday to Saturday in office hours
KES 3,500 once, excl. VAT (16%)
Out-of-hours incident
One issue, worked on remotely outside office hours, on a Sunday or on a public holiday
KES 6,000 once, excl. VAT (16%)
Site visit in Nairobi
An engineer at your site in Nairobi, added to an incident that needs one
KES 3,500 once, excl. VAT (16%)
How it works
Nothing to count
A plan has no allowance of hours or tickets. You ask when something is wrong and an engineer picks it up; there is no meter running and nothing to top up.
Who answers
Our own engineers, in Nairobi. On Premium you have a named engineer, who knows your system and is the first person to pick up when it misbehaves.
Already on 3CX with someone else?
We can take over support for a system another partner installed. We look it over first, so we know what we are taking on. You keep the licence, and its renewals come through us too: moving your 3CX to us. Starting from nothing? Setup packages.
Questions about support
What counts as the system being down?
Calls cannot be made or received. A major fault is a feature that has stopped working for many of your people, such as a queue or the apps. Everything else, from a single phone misbehaving to a change you want made, is a minor issue or a change.
Is a response time the same as a fix?
No. It is the time until an engineer has picked up your problem and is in touch with you. Some faults sit with the internet line or the phone company rather than the system, and those we chase for you.
Is there a limit to how often we can ask?
No. A plan has no allowance of hours or tickets to run out of: we work on faults as often as they happen, and on Business and Premium on moves, adds and changes too. Every plan is remote support; a visit to your site is charged separately, except the two a year included in Premium.
Do we need a plan at all?
Not necessarily. Without a plan you buy support one issue at a time, when you need it: a remote incident, an out-of-hours one, or a visit to your site in Nairobi.
Can you support a system someone else installed?
Yes. We look it over first, so we know what we are taking on, and then it moves onto a plan like any other.
See it on a real system
A 30-minute session on a live system, walked through in your own terms. No obligation.
We confirm your slot within 24 hours. Prefer to write? Email or message us.