In order to meet the growing demands of its clients and provide committed post sales support SMT are pleased to offer different levels of service including optional Advanced Hardware Replacement.

Levels Currently offered:

• Installation
• Bronze Level
• Gold Level
• Advanced Hardware Replacement. (Option + Bundled with Bronze or Gold)

AUSTRALIA Nationwide: 1300 885 193

International: + 61 7 3102 0328

The SMT support team is responsible for all Post –Sales support of Broadband and VoIP based solutions & products for the satisfaction of its customers.

SMT Customer Service and Support

SMT is committed to supporting your Telephone and / or broadband system.  For this reason SMT has developed a variety of services to meet different support needs.  Some customers only need assistance on an occasional basis whilst others require a comprehensive set of options for minimal service disruption.  SMT will work with you to meet any special requirements that you may have.  The following customer support and service offerings summarise how SMT can provide you with support and is NOT limited to the following:

• Installation

• System Backup + Documentation

• Technical Assistance / Telephone & Remote Support

• Soft / firmware Update Service

• Advanced Hardware Replacement

• Other Services (Training, Consultancy and Professional Services).

Installation service Options

SMT offers Installation support by trained technicians for all products and solutions it provides.  To be assured of timely service, Installation should be scheduled at the same time the equipment order is placed.  SMT offers 2 levels of Installation Support, Ship- in Installations and Enhanced installations.

• Ship-In Installation Support is available for pre-configured Equipment, or for those installations, which are to be pre-configured and shipped for self assembly. SMT will offer limited remote support. Customer responsible for all connections, cabling unpack, inspect and install / test all LAN and Internet connectivity. SMT provide a minimum level of assistance and troubleshooting. 

• Enhanced Installation Support provides for a complete access, hardware and configuration installation service.  Information will be gathered in advance of installation date, pre-stage where possible and the onsite service engineer will install and test all (purchased), hardware and identified features.

Bronze Level (Post Sales Support)

• System Backup + Documentation

Your system has been installed and works to your satisfaction – now what?
In the event of a problem occurring accurate information saves significant time and money in determining the start point. Without accurate information there is little chance of a prompt restoration. Through its client base SMT recognises the need for site specific details to be readily available in the event you need help. Indeed this is an essential part of any post sales service offering.

• Technical Assistance / Telephone & Remote Support

The core of any service arrangement, a committed response when your business needs it.
We provide basic analysis, in some cases detailed diagnostics and if appropriate reconfiguration identifying problem areas and propose best solution.
Where possible undertake the shortest route to the quickest restoration.
Identify, attempt to fix, fix and most of all keep you informed.
Response Time up to 8 business hours between 09:00-17:00 GMT+10, Monday-Friday excluding public holidays.

SMT average response time 2 Hours at present.

Gold Level (Post Sales Support)
All features as Bronze Plus +

• Software Release update service

At least one firmware update per year, either on site or remote access as agreed.
Periodic updates ensures your investment is kept up to date at no additional cost.

• Minor moves and changes

Periodic moves and changes included at no additional cost.

• Complete Service Management

Coordination with all related 3rd Parties ISP, Voice Service Provider & Cable companies etc.

• PRIORITY Technical Assistance / Telephone & Remote Support

Response Time up to 4 business hours between 08:00-18:00 GMT+10, Monday -Friday excluding public holidays.

SMT average response time Target 45 minutes.

Advanced Hardware Replacement (Optional with either Bronze or Gold Level Service)

Advanced Hardware Replacement

Working in conjunction with either Bronze of Gold Support this service is designed for customers who do not wish to hold their own backup units but require replacement equipment when it is deemed necessary. This can include Modem, Router, IP Phones/ PBX and network switches etc. As long as it is identified we can cover it.
Features of this service include:

• Works in conjunction with Bronze or Gold Service.
• No question is it in/out warranty and unnecessary delays.
• Next working day replacement unit on site.
• Optional on site engineer at reduced rate.
• Minimum 12 month contract period
• Invoiced in advance.

Conditions

• Hardware Replacement: All defective equipment is to be returned within 3 days of replacement equipment being received or additional costs may be incurred.

• Return postage is responsibility of client.
• Main items of equipment required be connected to a supported Uninterruptible Power Supply (UPS)

• Service Rates: are quoted on a per annum basis.
• Bronze & Gold: One off Setup charges may apply in order to identify and document all equipment, configuration and any contact / escalation points.
• Purchase Orders: must be received prior to any on site work being undertaken.