Service Package

Vocality equipment ships with a standard warranty. In most cases, it is a 12 month warranty. This warranty covers equipment for hardware and software faults, and upgrades to software are made available during this period.

After 12 months, users may optionally extend the support for their equipment by purchasing a Service Package.

Equipment carrying a valid Service Package, which is linked to the serial number of their products, has access to a range of value added services from Vocality, which bring enhanced value to their equipment and ensure the ongoing life and validity of their Vocality platform.

Software Upgrades

The Vocality platform is constantly evolving. New network functionality, for example, brings greater compatibility or performance. Networks are rarely static, and demand ongoing modification, redeployment and upgrading to fulfill the latest technical requirements.

Upgrades are serial number locked, so only equipment with a Service Package can be upgraded.

Equipment carrying a Service Package can be upgraded to the very latest build of software and occassional interim builds, bringing to their hardware, the latest functionality.

Priority Technical Support

Owners of equipment carrying a valid Service Package receive access to Priority Technical Support, with calls and support emails able to be actioned in any one of the Vocality offices - giving the equipment user access to priority support in three timezones.

Documentation

Vocality is migrating its documentation to a secure portal, where equipment owners can access manuals, software release notes, application notes and white papers, together with Visio icons for network design and planning diagrams.

Plan of Record / Plan of Intent

In order for owners of Vocality equipment to be able to plan their ongoing deployment needs, Vocality is frequently updating its Plan of Record (new product and feature release schedule), and its Plan of Intent (which shows future development plans).

Return to Base Repairs

From April 1st 2010, Vocality will no longer be offering a single, fixed price repair system. With rising costs of repairs, Vocality believes that the best value for money can be achieved through the Service Package process, which includes a warranty on the hardware. In this way, equipment can be returned to one of Vocality's offices for repair (assuming the fault is not through misuse). Further details are available on request.

Configuration Assistance

Such is the nature of Vocality's equipment, such as multiplexers and routers - they will often be returned to base and redeployed in a different network or configuration. Vocality's expert engineers are on hand to assist with configuration changes and recommendations, as well as advising on optimising network topology designs as they plan their redeployment.

Advanced Replacement and Managed Spares

Vocality also has two further services on offer, which may address specific budgetary or planning requirements. The Advanced Replacement programme allows users to receive replacement hardware BEFORE a faulty device is returned to base for repair. This could be used to reduce the level of spares held within a network, as well as significantly reducing the operational impact of a piece of equipment failing.

In addition, Vocality can offer, in any of its three locations, a Managed Spares service, whereby a Bonded Stock of spares can be maintained with the correct software load you specify, ready for rapid dispatch to a site. Quotations for this service are available on request.