Vodaci Technologies

Client Support

Service Protection Plan

Vodaci Technologies offers a Partner Plan for many different reasons. We want all of our clients to utilize the technology that is within their system; to be able to make changes, improvements and add services; and are able to consult with us. And there is a break-fix and warranty that comes with the program. Plus, the Plan is at a fixed rate, which means your rates won’t go up every time you make a change.

There are 4 types:

Voice Converged (VoIP)
Data
Network
Security

The Partner Plan includes:

Priority scheduling for adds, moves, & changes: We immediately put you at the top of our board since you are a partner and because we know how important your phone system is to your business.
Priority dispatch on all service calls: At Vodaci, we have GPS units on all of our technicians’ trucks, this enables us to provide more efficient service to you. Immediately, we can see who is closest to your location and have a truck there right away.
Guarantee of “Inventory On Hand”: One thing that separates our company from the competition is that we recognize that your phone system is the lifeblood of your organization. That’s why we keep all of the equipment for your phone system in our inventory and in our trucks. As you can imagine this is a substantial financial commitment that we make, but that’s how we do business. We want our Clients for life, so we keep your entire inventory on hand.
“Software only” upgrades: It’s important that the software, on your phone system, is the most current available, just like on your computers. We do that for you.
Preferred service and replacement of defective equipment per factory recommendations.
Periodic replacement of handset and station cords: After a while your station cords get all wound up, we replace those for you for free.
Annual preventative maintenance visit: At least once a year Vodaci will send one of our highly trained technicians out to your office to check on the system and back everything up, clean off the dust, check in and see how things are going and provide any necessary training for employees.
Remote support service calls via telephone or emails during normal business hours: Anytime you need to call in, email in questions or get support Vodaci has over 80% of staff Trained and Certified in Convergence Technology and they are there to help you at no cost. That’s how we do business. We are dedicated to training our staff so we can serve you better.
Remote programming changes during normal business hours: At Vodaci we have invested a lot of money to have large amounts of bandwidth and specialized Internet connections, so that we can service your company remotely under many circumstances. We have special equipment that has been installed on your system, which allows us to serve you better. It makes things quicker, better, easier, and we provide you with fast quality service. We do this for you for free.
Backup and archiving of system databases where applicable: We will back up all of the information on your system. Many companies are what we call “Big Game Hunters,” they find a sale, put in your system and then leave. We don’t do that. We make sure that your system is backed up and maintained, in case of hardware or software failure.
Designation/key strips as needed: When you move employees or employees leave, we will provide you with new DESI strips and keep your phone labels current.
User guides upon request: In case you lose your user guide, just let us know and we’ll replace it.
Unlimited training: At Vodaci we recognize the need and importance for training. While at our office, you will have unlimited training on your phone system and we’ll schedule trainings at your office, to make sure all of your employees know how to utilize the technology. We also provide unlimited web based training.
No charge for “no trouble found” service calls: Let’s say something happens within your system. We come out and can’t duplicate or find the problem. It turns out it was just one of those “gremlins” that comes and goes. No need to worry, we aren’t going to charge you for our visit.
Local and long distance audits and recommendations upon request: The latest studies by Gartner research show that 75% of all connectivity bills are wrong and people are charged incorrectly. We will audit these for you and make sure that you aren’t paying too much. If you used to connect to the internet with a phone modem, we can check on that and see if you are over trunked, 80% of all business are over trunked and this will save you up to $500 a year.
Service provider bill reconciliation: Vodaci will not only audit your bills, we’ll then contact the phone company for you and correct any mistakes.
Waiver of the 5 Star Warranty $75 deductible: We aren’t going to charge you the deductible.
Annual audit of connectivity charges: We have all called the telephone company before and after pushing 1, then 5, then 9, we’re disconnected. At Vodaci, we recognize the frustration this can cause and we will take care of all your connectivity issues.
No charge for MACs (except cabling): We are not going to charge you for labor when you need to add equipment because your company’s growing.
No escalation for multi-year contracts: We promise not to raise the rates for multi year contracts.
All routine remote VM changes: This is part of the remote access we invest in to provide you with quicker, better, more efficient service.
Preferred service and replacement of defective equipment per factory recommendations: At Vodaci we’re going to make sure that if anything is ever defective or if a product has problems, it will be taken care of immediately.

Our Guarantee
We guarantee to respond to our client’s emergency service call within our service policy or we will give you a $100 purchase credit per occurrence.

C-TAP: Current Technology Assurance Plan

Here at Vodaci we have put together C-TAP so that you can add many different services for a fixed monthly fee. Essentially, it is a rental agreement that will give you peace of mind. From client benefits, professional services, monitoring and so much more, you can rest assured we’ll take care of you.

4 types are offered: Voice Converged (VoIP deployed) Data Network Security

C-TAP includes:

Refreshment or renewal of components with no change in payment.
Waiver of labor charges when equipment is added or replaced, waiver of labor charges associated with software upgrades.
Quarterly technology webinars on advanced and emerging business applications
Unlimited additional training deliver through remote training sessions and live training sessions at your office.
Quarterly additional training delivered on-site at client’s location.
Additional user guides and labels.

C-TAP Priority Client Benefits

Priority access to “Partnership Operations Center”
Priority scheduling for adds, moves and changes
Priority dispatch on all service calls
Guarantee of “ Inventory on Hand”
Labor and parts necessary to repair or replace any defective equipment
Annual preventative maintenance visit
Waiver of charges for no trouble found
Remote support service calls via telephone or emails during business hours
Remote programming changes during business hours

C-TAP Professional Services

Coordination of trunkage and usage orders
Annual audit of connectivity charges
Carrier problem resolution and cost recovery
System back-up and storage provided during on-site service calls or remotely as required.
Records and training updates for equipment administrator
Five (5) hours of national teleconferencing annually
Consultation on user activity and system performance

C-TAP Monitoring:
For VoIP applications:
Remote monitoring of the system 24/7 by our Network Operations Center. Monthly reports provided.

TAG Assurance of Performance:

The Assurance That Your Performance Is Backed By A National Organization
TAG will provide third party assurance to the client that Vodaci’s obligations to the client will be honored.

How the C-TAP Program is a differentiator:

Ability to refresh technology at any time without increasing monthly payment
Waiver of all labor charges for service and MAC
Unlimited training
Free remote support / programming

Five-Year Guarantee:
We believe the quality of the products we sell should directly relate to the warranty we offer for those products. Today’s systems have become complex and expensive to service, and companies recognize the need to control ongoing costs. Vodaci Technologies, Inc. offers a program unequaled in the industry.
A one-year warranty is standard and some companies may even offer two-year warranties. Vodaci Technologies provides a Five Year Parts and One Year Labor Warranty on all voice related products. Imagine buying a telephone system only guaranteed to last a year or two, and not knowing what it will cost to maintain.
Vodaci Technologies is one of a few companies nationwide that qualify to be a Technology Assurance Group (TAG) member. Through Vodaci Technologies’ Technology Assurance Program, you receive the following Five Star Warranty benefits:

All voice related components provided by Vodaci Technologies carry a full Five Year Parts and One Year Labor Warranty. If a component is repaired or replaced, there is no service call charge, labor charge, or component charge.
Clients are billed a nominal $50 deductible per service occurrence. Clients covered under our Partner Plan program pay no deductible or labor throughout the warranty period.

Though Vodaci Technologies offers the most extensive warranty in the industry our Partner Plan program provides you complete cost control over system functionality and upgrades. When combined with the Five Star Warranty, the Partner Plan includes:

No charge for labor, trip or service fees relating to all components covered under the Five Star Warranty
No charge for service calls for system repairs, including Teleco related issues
Four remote programming services at no charge to the equipment included in this agreement
$10 per hour discount on all Move, Add and Change orders
Software for applicable new software releases at no charge. Hardware upgrades necessary to operate the new software is not included. Hardware additions will be added to the monthly payment or paid for by the client upon delivery or installation.
Waiver of the Five Star Warranty $50 deductible
No charge for system expansion, design and engineering consultation
Inspection and preventative maintenance visit provided at least once per year to Client that include: backup of system if applicable, general Equipment maintenance, update Client information and records, training for Equipment administrator while on site for preventive maintenance. “Clean up” communications closet if needed
Annual backup of PBX systems and attached Voice Mail Systems
Annual auditing of local, long distance, and high speed connectivity expenses; along with cost saving recommendations
Preferred service for Repairs, Moves, Adds and Changes. Vodaci Technologies will provide service on a priority basis using its best efforts to respond in the time period as determined for response time between Vodaci Technologies and Client.
Inventory preference for emergencies or RMAC orders
Telephone company problem assistance; Vodaci Technologies will help you deal with your Local Exchange Carrier
Help desk support service regarding the Equipment via telephone or emails during client’s normal business hours
After hours emergency service available 24 hours/ 7 days a week for service and repair at No additional charges when Equipment is 50 percent or more inoperative or Client is unable to make or receive telephone calls
Client user training programs and User Guides at no charge
Replacement of defective base cords and handset cords at no charge
Telephone label replacement if requested
300 minutes of conferencing bridge at no charge
Web enabled support
No charge for "No Trouble Found"

The Partner Plan Program offers the following Exclusive Guarantees:

$100 to your firm if Vodaci Technologies, Inc. exceeds the four-hour major emergency response time.
10% invoice discount if Vodaci Technologies does not complete Move, Add, Change work in the time promised to you
Vodaci Technologies, Inc. will automatically invoice you before the end of the term of the Partner Plan Program. It is your responsibility to accept the invoice in order to ensure program fulfillment.