In order to better serve its customers, VoipTel offers a favorable Service Agreement.
Telephone Assistance
For the services and products purchased directly from VoipTel and on the basis of the agreement, the customer receives free of charge telephone support for the entire duration of said agreement.
Telephone Assistance is not unlimited but available in a reasonable manner and proportionate to the undersigned service agreement.
Telephone Assistance will have priority over other interventions and will be carried out in the shortest possible time (maximum 5 working days for Basic Contract and Business Contract, 8 working hours for Professional Contract). The intervention can be performed at site or remotely depending on the needs.
The at site service is valid and available only for those businesses with residency in the Canton of Ticino. VoipTel provides assistance from Monday to Friday 9:00 to 12:00 and from 14:00 to 18:00 (Swiss public holidays excluded).
Malfunction Assistance: Base Contract
For the services and products purchased directly from VoipTel International, it is guaranteed to the subscriber of Basic Contract one (1) free assistance per calendar year. All other interventions will be invoiced at a discount of 20%. The interventions will have priority over the others and will be accomplished as soon as possible (maximum of 5 working days). The interventions are performed at site only for businesses resident in the Canton of Ticino and for all other companies remotely depending on the customer's needs.
Malfunction Assistance: Business Contract
For the Services and Products purchased directly from VoipTel International, it is guaranteed to the subscriber of Business Contract free assistance for the duration of the contract. This assistance is not unlimited but is given in a reasonable manner and in proportion to the service contract. The relative interventions will have priority over the others and will be accomplished as soon as possible (maximum 5 working days). The interventions are performed at site for businesses resident only in the Canton of Ticino or for all other companies remotely depending on the customer's needs.
Malfunction Assistance: Professional Contract
For the services and products purchased directly from VoipTel International, it is guaranteed to the customer who signed a Professional Contract free assistance for the duration of the contract. This assistance is not unlimited but available in a reasonable manner and in proportion to the service contract. The interventions will have priority over the others and will be accomplished as soon as possible (maximum 8 working hours). The interventions are performed at site only for businesses resident in the Canton of Ticino or for all other companies remotely depending on the customer's needs.
Malfunction Assistance: Professional Contract
For services and products listed by VoipTel, it guarantees to the subscriber of the Contract Full Service, free assistance for all the duration of this contract. Assistance is unlimited but still reasonable and proportionate to the contract of assistance and maintenance. All work, in the presence of this contract, will have priority over others and will be paid for in the shortest possible time (up to eight hours).
It also ensures, the execution of a maintenance plan programmatic for all the duration of this contract. Are including resource monitoring, backups and security upgrades of operating systems and antivirus. Interventions can be performed locally or remotely depending on the customer's needs and intervention.
Duration and contracts costs
The support is activated simultaneously with the signing of the service contract; the same are limited to the Ticino and Invoicing is on a monthly or annually by payment in advance. The contracts follow the rules of the General Conditions and Assistance Contracts whose full updated versions are on the site of VoipTel to the following address:
www.swissvoiptel.ch (or
www.voiptelservice.ch).
Any adjustment of the fee for the following year will be shown on the invoices. Any transfer is included in the Full Service contract solely.
Supplements, upgrade and downgrade
All services and products purchased are included in the service contract. It is therefore not possible to sign a contract for a partial assistance and for only particular services and products. In case of increases or decreases in Services and Products, VoipTel International, automatically and without notification, shall adjust the service contract
from the date of the increase or decrease.
In the event that the customer, during the duration of the service contract, chooses to have an upgrade done (such as from a Basic Contract to a Business Contract) this will be valid from the date of the request and the difference will be calculated pro rata. Requests to downgrade will only be possible at the actual termination date of the service contract and with a prior notification of three (3) months. During the validity of the service contract it is not allowed to change the invoicing method from monthly to annual or vice versa.
Other Standards
In the absence of the service contract, VoipTel International will charge an hourly rate for all kinds of interventions required in the event of an on site visit limited to the Canton Ticino.
A service contract for companies not resident in the Canton Ticino is only valid for remote interventions by email and will be charged hourly.
