Support and Maintenance Services

After sales support is becoming increasingly ‘mission critical’, which is why Rainbow Telecom has developed customised service agreements. These schemes gives you the peace of mind that, in the event of any problems with your Telecoms hardware, there will be minimal disruption to your daily operations.

Service Desk Support...
Rainbow’s technical support team have access to a wide variety of networks, which means they can duplicate a problem situation and make a swift diagnosis.

Hardware Replacement...
Our ‘Swap Out’ service means that a critical business application will never need to suffer through hardware failure. In the unlikely event of a hardware item causing a problem, a replacement will be dispatched within 8 hours of notification by overnight courier service.

Software and Firmware Updates...
For those customers with software support contracts new versions of major releases are available along with the appropriate documentation.

For customers with hardware units using Flash ROM, free firmware updates are also provided.

A Small Investment...
The assurance and support that our maintenace contracts can provide is available for a comparatively small investment. During the first year it can cost as little as 12.5% of the total retail price of the any Rainbow Telecom solution, and as cost effective as 15% of the retail price in subsequent years.

We provide nationwide maintenance to a large customer base thoughout the United Kingdom. Our knowledgeable personnel are highly trained, keeping them refreshed and updated on continuing advances in technology.

Telephone Support
Different companies have different needs in terms of telephone support. For some, support within normal office hours is appropriate, whereas others require 24 hour assistance. This is why Rainbow Technical Limited offers a tiered telephone support structure to suit the needs of your organisation.

Response Times
The telecommunications industry is governed by strict guidelines on service standards, and by supplying your telecomms requirements, Rainbow Technical Limited is bound by them. As an extra safeguard to our customers, it is essential for our ISO 9001 accreditation that we surpass those standards month on month. Rainbow Technical Limited can boast a consistent high clearance rate in fixing problems.

Online Diagnostics
The high level of support is aided by online diagnositics which enables faults to be diagnosed and dealt with remotely without the need for an engineer to be called out. In most cases the fault can be fixed remotely, making the service line much faster and more cost effective. The system can also be used for most programming requirements, again, without the need for an engineer's visit.