Support and maintenance services

Clarity. Transparency. Certainty. An Ascom Solution Lifecycle Plan (SLP) combines your individual service package with specified man-hours and guaranteed response times. Available worldwide in three tiers (Bronze, Silver, Gold), SLP supports your operations, software and hardware.

On-site support
A structured, transparent approach to physical service visits. Work hours and costs of materials are agreed in advance, and included in the service.

Defined service levels
Delivers certainty and predictability. Sets out your accessibility time frame and guaranteed response times

Preventive maintenance
Scheduled on-site analysis to help maximise system efficiency and ROI. Each visit is followed by a written report with recommendations on how to optimise system efficiency.

Service delivery management
Ensure your organisation makes the most of your Ascom services. A dedicated Ascom services expert ensures you receive all your services as agreed. A convenient single point of contact for smooth services delivery.

Helpdesk access
Guaranteed prioritised access to our technical helpdesk. Available as a standalone service or as part of a customised SLP. Ensures quick, direct access to expert technical assistance.

Remote support 
Receive remote technical support by phone and/or email. Combine with the remote access service, and our technicians can intervene to address issues. No cost for remote advice and/or corrective actions.

Remote monitoring
Secure remote monitoring by Ascom experts can help detect glitches before they impact system uptime, safety and/or productivity. 

Remote access
Our technicians use ASRA to securely log in to your systems and equipment. Access levels and authorisations are agreed in advance. Enables fast, secure troubleshooting.

Software maintenance
Brings clarity and convenience to software management. Ensures you can always download the latest software versions and updates, and that Ascom applications support OS upgrades. 

Interoperability
Certifies that your Ascom solution is interoperable with non-Ascom systems/solutions in a multi-vendor solution. Eliminates the need for interoperability testing.

Extended warranty
Help ensure peace of mind and operational continuity with free replacement items, including embedded software. All replaced items arrive pre-tested for full functionality and integration.

Free return shipping
Streamline administration and remove cost uncertainty with free return shipping of all repaired equipment items.

Accidental damage coverage
Repair and/or replacement of phones and pagers that have been accidentally damaged. Covers mechanical and liquid damage. 

Prioritised repair
Additional peace of mind and system efficiency with our express phone and pager repair service. We guarantee a maximum turnaround of two working days.