Managed Support & Helpdesk (1st & 2nd Line) - Desk Phone (per device, per month) - Initial Term

Prerequisites

·         Supported manufacturer desk phone (e.g. Yealink).

·         Compatible hosted VoIP platform, normally D8A platform where applicable.

·         Network port, PoE or power supply available.

·         Device must be in vendor support and less than 5 years old.

·         Hardware should be covered by a valid manufacturer warranty.

Setup

·         Provisioning and configuration of desk phone.

·         Firmware update to latest stable version.

·         Assignment to user or extension.

·         Configuration of line keys, voicemail and call features where applicable.

·         Network/VLAN configuration where applicable.

·         Testing of inbound, outbound and internal calling.

·         Documentation of device and extension mapping.

Maintenance

·         Firmware update checks.

·         Device registration and call quality monitoring.

·         Extension and user mapping review.

·         Asset lifecycle tracking.

·         Coordination with VoIP platform management.

Support

·         Troubleshooting registration, call quality and audio issues.

·         User feature support such as voicemail, transfer and forwarding.

·         Reprovisioning or factory reset where required.

·         Replacement phone setup.

·         Vendor escalation and warranty coordination.