Versatech Solutions

By: Versatech Solutions  09-12-2011
Keywords: Local Business, Maintenance Agreement, Replacement Equipment

When our customers praise our commitment to service, we take it as the highest compliment - because ultimately this is how we distinguish ourselves.

Our dedication to the customer and philosophy of “Total Customer Satisfaction” is very different from our competition. But don’t take our word for it – see what our customer’s have to say.

We, as well as the manufacturers we represent, guarantee our products against defects, unreliability and poor quality and will replace them if warranted.

Superior customer care is a common thread that runs throughout the VersaTech organization. Each of the professionals that represent VersaTech is dedicated to providing the highest level of customer service possible. Our Customer Satisfaction Commitment is as follows:

  • Respect - The Golden Rule applies unconditionally
  • Accountability - If we promise it we will deliver – on time and on budget
  • Integrity - We will communicate honestly and provide the best solution based on your needs
  • Leadership - We will empower our employees to make decisions to and take initiative at all levels in a timely and decisive manner
  • Pride – We take pride in our reputation and will work hard to protect it

Account Representative – Single Point of Contact (8:00 a.m. – 6 p.m – Monday – Friday)
Your VersaTech Account Representative is your single point of contact. Our Account Representatives possess a unique blend of experience in all facets of our business and are equipped to provide a timely resolution to your inquiries. These are just a few of the areas our account reps can provide assistance:

  • Product and service inquiries
  • Modification to your account information
  • Billing inquiries

Customer Care Center – (Evenings, Nights, Weekend & Holidays)

We furnish all our existing customers with a 24 - hour emergency hotline. Call it anytime day or night and receive a call back by a qualified VersaTech representative within 15 minutes guaranteed.

Customer Satisfaction Survey


- 8 Point Maintenance Program Overview

  • 24-Hour Monitoring and Remote Trouble Resolution: VersaTech’s IRISnGen monitoring system provides totally integrated alarm management. IRISnGEN, a sophisticated alarms management tool, gives single-point visibility and control of all monitored systems. Critical data is displayed instantly on-screen and identifies trouble areas and faulty equipment. Problems can often be corrected remotely, avoiding costly site visits. When on-site service is required, technicians arrive with exactly the information they need to take immediate corrective action thereby reducing response time and maintenance costs.
  • Real-Time Customer Notification of Alarm Messages: VersaTech’s monitoring system has the ability to send real-time alarm information to the customer's e-mail.
  • On-site Support: technician dispatch is included in the OnGuard Agreement during the covered hours. Technician dispatch is available at applicable rates outside of Agreement hours.
  • Technical Support: Technical support is available 8:30 a.m. to 5:30 p.m., Monday through Friday. After-hours technical support is available for emergencies.
  • Parts Availability: common replacement equipment is stored locally and delivered by a local Business Partner or shipped overnight from our warehouse or stocking distributor.
  • Invoice Billing: provides an easy-to-read invoice that is based on a download of the switch data, thereby eliminating billing errors. You are only invoiced for equipment and software that you are actually using in your switch.
  • Off-site Software Backup: we maintain an off-site backup of the software at our location in case of data corruption, fire, water, or other natural disaster.
  • Preventative Maintenance: twice a year a VersaTech technician visits our customer’s site to perform preventative maintenance based upon the manufacturer’s specifications.

A Maintenance Agreement from VersaTech offers you investment protection, reliability, and most importantly, value. Your telephone system is the lifeline of your business. That's why the purchase of a maintenance agreement is so important. A Maintenance Agreement from VersaTech, will enable you to minimize your maintenance expense while customizing the support to meet your unique needs.

With your VersaTech Maintenance Agreement you also receive value added services and a level of support you just don't get anywhere else. These benefits include:

  • Unlimited on-site visits as needed
  • Coverage of all parts and labor
  • Priority service (over customers without a Maintenance Agreement)
  • Remote diagnosis and repair of problem right from our office (for systems with remote capability)
  • Assistance with telephone service provider problems
  • Special offers available only to Maintenance Agreement customers

- Basic

  • Business hours coverage
  • Repair and return of all software applications
  • On-call support with guaranteed response times for major/minor failures
  • On-site technician dispatch is billable at the applicable rates

- Premium

  • 24/7 Remote Alarm Monitoring
  • Repair and return of all software applications
  • On-call support with guaranteed response times for major/minor failures
  • On-site technician dispatch included

– Flex

  • Fully customized OnGuard maintenance services to match your unique needs

  • Need a technician full or part-time but cannot justify the head count or the compensation/benefits package? Let us place one of highly trained technicians at your site. Contact your VersaTech sales professional to discuss the possibilities.

Emergency Response – Major Failure

Versatech responds to emergency requests for service within two hours on an immediate basis 24 hours a day including weekends and holidays. (The response depends on the coverage of the maintenance contract. Business service or time & material customers can receive the 24-hour services on a time & material basis). An emergency is deemed to exist when one or more of the following occurs:

  • Total system failure
  • Central Processor out of service
  • Main answering position unable to process calls
  • 25% or more stations or lines inoperative
  • 25% or more voice mail ports inoperative
  • A critical system alarm
  • Failure of any ACD queue
  • Total failure of any PBX application
Non Emergency Response – Minor Failure

VersaTech responds to a routine (non emergency) request for service including Moves, Adds or Changes (MAC) Monday to Friday 8:00am to 5:00pm excluding holidays. These same services are available after normal business at VersaTech’s applicable rates.


The success of today's enterprise depends on accurate and reliable communications. Maintaining the network infrastructure is a critical business priority and a challenge for communications managers who must support rapidly changing and converging technologies while still managing to control costs.

IRISnGEN, a sophisticated alarms management tool, gives single-point visibility and control of all monitored systems. Critical data displayed instantly on-screen identifies trouble areas and faulty equipment. Problems can often be corrected remotely, avoiding costly site visits. When on-site service is required, technicians arrive with exactly the information they need to take immediate corrective action. Response time and maintenance costs are reduced.


Q: What happens if I have an after hours emergency?
A: You can call VersaTech's emergency service number where a live operator will answer your call 24 hours per day, 7 days a week.

Q: Does the OnGuard program cover the cost of replacement parts?
A: Yes, for a covered item. If the equipment becomes defective through normal use, it is replaced, free of charge, on an exchange basis. If the equipment becomes defective through misuse or abuse, labor and replacement parts will be at an additional charge.

Q: Does the OnGuard program cover the cost of technician dispatch?
A: Yes, if during the covered period and for a covered item. Technician dispatch is included for the coverage period specified. If the technician is dispatched outside of the coverage period, or for a failure which is not covered under the OnGuard program, then the normal "time and material" rates will apply.

Q: What happens if the problem is caused by equipment not covered by the OnGuard program, or by a third party vendor such as the T1 service provider?
A: In that case, the technician dispatch is treated as a service call and the customer is invoiced at the applicable "time and material" rates.

Q: What is the response time for dispatched technicians?
A: Generally, the on-call technician will dial into the switch and start working on the problem within 15-20 minutes after a call is received. If a technician needs to be dispatched to the site, the response objectives are:
2 hours for a Major Failure from time of dispatch.
Next business day by 5:00 p.m. for a Minor Failure.

Q: What is the availability of replacement parts?
A: VersaTech has a significant inventory of common replacement equipment available locally. Replacement equipment can also be obtained from local Business Partners. In most instances, if the equipment cannot be obtained locally, it will be shipped overnight from our warehouse or stocking distributor.

Q: What is the procedure for replacing a defective telephone?
A: Unless otherwise specified, the normal procedure is to ship a replacement telephone overnight for next morning delivery. The customer is responsible for swapping out the defective telephone set, placing the defective telephone in the box that the new telephone came in, re-addressing the box to send the defective telephone back to VersaTech, and calling UPS to pick up the box. VersaTech is responsible for the cost of freight to return the defective telephone set.

Q: What happens if there is static on a telephone line?
A: Static on the telephone line is normally caused by a problem with the cable infrastructure. The cabling is not covered under the OnGuard agreement. Technician trouble-resolution of the cabling is done on a "time and material" basis.

Q: Is the Universal Power Supply (UPS) covered under the OnGuard agreement?
A: The UPS can be added as adjunct equipment. In this case, replacement of the actual UPS equipment is covered, but replacement of the batteries is not. The reason is that batteries deteriorate over time and after five years normally need to be replaced.

Q: Would I be notified of minor alarms after hours and on the weekend?
A: That’s up to you. The IRISnGen monitoring system can be set up to automatically send real-time alarm information to the customer.


A: The switch, voicemail, and adjunct equipment have to be in a working, problem-free state before VersaTech will take over the maintenance. VersaTech will correct any problems prior to the start of maintenance and bill the customer on a "time and material" basis.

Keywords: Local Business, Maintenance Agreement, Replacement Equipment