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CTI Premier Maintenance Support Plan

Scope and Definition of Support Services


Summary and Extent of Support


The CTI Premier Maintenance Support Plan is a full-service maintenance agreement and extended parts & labor warranty for communications and networking products.

  • The CTI Premier Maintenance Support Plan provides complete coverage for preventive maintenance, trouble-shooting, support and on site labor relating to the repair or replacement of equipment which fails during normal usage.
  • Replacement parts are provided at no additional charge.
  • Emergency response times are guaranteed including after-hours support when required.

Description of Coverage: Product

Hours of Coverage

  • 24x7x365 (24 hours per day, seven days per week, 365 days per year) remote and onsite support for a Major Failure or 8:30 a.m. – 5:00 p.m. EST, weekdays for Minor Failure.

Response Commitments

Major Failure
The following are considered major system or equipment failures:

Failure of receptionist console
60% of telephones cannot make or receive calls
Complete voice mail failure
Complete system failure

Upon notification CTI technician guaranteed response time within thirty (30) minutes.

Minor Failure

  • All other system or equipment failures will be considered minor. Upon notification a CTI technician will be in contact with customer within four (4) business hours (Monday through Friday 8:30 a.m. – 5:00 p.m. EST, excluding CTI’s locally observed holidays).

1Optional Fast MACSM

  • *CTI Fast MACSM option offers priority response on MAC (Move, Add or Change) orders.  Fast MACSM reduces the guaranteed service time for non-maintenance move, add or change orders from within 3 business days to within 8 business hours.  Exclusions and additional charges apply.

Parts Replacement

  • Expedited replacement of defective parts and materials are included in this support plan.

Coverage Includes

  • Replacement parts and labor.
  • Fully staffed Technical Services Organization (TSO) for prompt remote clears by our certified engineering staff
  • Unlimited service calls (repair related) at no charge – including emergency after hours when required.
  • Assistance in coordination of telephone carrier services.
  • Free “Help line” support for “How do I” calls less than 15 minutes.
  • Resolving inside wiring and cabling problems (if CTI provided cabling).
  • Local and long distance telephone bill audits and recommendation.
  • 2Avaya IPOSS for major release upgrades, software patches and updates
  • 3CTiQ Proactive Monitoring – provides a direct 24/7 link to the CTI Technical Services Organization.  Allowing instant access, proactive notification and the ability to address problems remotely.
  • Emergency response times are guaranteed including after-hours support when required.

Terms & Conditions

See CTI Support Plans Standard Terms & Conditions (5-JG-LIC9) posted here: Terms and Conditions

Items Not Covered

  • Moves, Adds, Changes, meaning any non-repair related service calls or requests.  These are subject to applicable billing.
  • Equipment or repairs required due to damaged and/or malfunctioning equipment due to misuse, abuse, or spillage
  • Damage caused by electrical surge or lightning.
  • Problems that pre-existed the execution of the maintenance agreement, unless otherwise specified.• Consumables (batteries, filters, etc.)


  • Any peripheral or ancillary products not listed on maintenance agreement may be serviced, at CTI’s option, at the end user’s request on a time and materials basis at then current support services rate.
  • Time and material rates apply for work outside the scope of this agreement.

1CTI Fast MACSM option is a priority program for customers who require immediate response for moves adds or changes to their systems.  For orders including software licensing, non-standard hardware or specialty products, Fast MACSM customers will continue to receive priority response but cannot be guaranteed within 8 business hours.

2Avaya IPOSS is a manufacturer requirement on Avaya IP Office products r8.1 and above. Additional fees for implementation and hardware may apply.

3CTiQ Proactive Monitoring is a requirement on all CTI supported systems. Additional fees for implementation and hardware may apply.


Have a question about Premier Maintenance? Call 1-888-477-4284 and ask to speak to our Maintenance Specialist, or CONTACT US NOW by using this convenient form.