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Empire Maintenance Options
Unlike many technology providers, Empire believes that the support and maintenance of your system is not just something that happens after an installation... In fact, it begins at the moment we introduce ourselves. For over a decade, Empire Technologies has been
providing revolutionary business communication systems to our clients around the country.
Not only do we design, install, and provide training for these systems, Empire also
provides the highest level of support in the industry to ensure your investment is properly maintained.
A Maintenance Solution from Empire Technologies provides a single, convenient point of contact for critical support functions, helping you to avoid situations which could cost your company income, information and even customers. Our goal is to deliver value to businesses through continuous, comprehensive and cost effective coverage that helps ensure maximum system performance, reliability and availability for our customers.
Factors setting Empire maintenance solutions apart from other typical plans:
- A guaranteed two hour response on major failures, giving you piece of mind.
- 98.8% SLA response rate in ’05, the best in the industry!
- Virtual Network Operations Center (VNOC) is staffed by highly trained Service Coordinators and Engineers who handle any trouble from start to finish. When a trouble is identified by TelAgent or reported by a client, our VNOC jumps into action opening a ticket and providing real time updates on all activity related to its resolution.
- TelAgent technology links your system(s) to allow for constant remote monitoring, proactive diagnosis and trouble resolution. This round-the-clock coverage is the best in the industry, helping to provide maximum up-time for your voice communication system. TelAgent notification services understand how you work. Our HTML email notifications provide a quick, easy-to-read view of the alarm. Our cell phone notifications provide a compact view that will fit on a small display providing information for users to make an informed decision on what to do next. Learn more
- Certified, In-house Tier III and IV Engineers to work through any alarm immediately as it is identified. With over 85% of the troubles able to be resolved remotely, your company will enjoy highest level of uptime possible. If necessary, our Virtual NOC will intelligently dispatch to your site, one of over 1200 qualified technicians to resolve the issue. Armed with the knowledge already gathered from our engineers and the parts to remedy the trouble with out delay.
- Nationwide Network of 1,200 Highly Qualified, Responsive Providers compliments Empire’s Intelligent Dispatch service. Empire has cultivated a 10 year relationship with over 1200 interconnects nation wide, managed by our 7/24 hour Virtual Network Operations Center to ensure speedy response to any reported trouble. With Remote Dispatch capabilities, we can exceed SLA’s to ensure maximum uptime for your systems.
- FREE Help Desk Support: We know our clients are going to call for support every now and then. Empire wants to be your communications partner and as such will not charge for those short periodic calls.
- One Low Cost Contract: Empire can consolidate agreements to cover countless manufacturers, with multiple platforms, in various locations throughout your network into one low cost contract. We support Avaya, Cisco, Nortel, NEC, Siemens, and Octel nationwide.
- Avaya Platinum Business Partner: Empire has the ability to facilitate services directly from Avaya through Empire’s team of Avaya Certified Experts. As a Platinum Partner we have access directly to Avaya Tier IV Engineers, who if necessary can immediately open an emergency ticket and expedite.
- State-of-the-art Laboratory: Empire’s voice and data lab located at our New Jersey Headquarters consists of approximately $2.5 Million in AVAYA, Nortel, Cisco and Siemens equipment (from legacy to the latest IP technologies) for use in testing, staging, troubleshooting, etc.
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