Phone system support

Our Commitment to you

Our customer- centric approach to business ensures that you always receive the optimum level of support, as and when you require it. We offer to all of our clients:

  • Initial Training: by our manufacture-trained engineers and dedicated customer training team
  • Post-installation support: as well as a wealth of useful manuals and literature to ensure that you get the most out of your new telephone system, we offer customer training by from one of our dedicated customer training staff
  • Remote support: from our Customer Support team
  • On-site support: from our manufacture-trained engineers
  • Notifications and assistance: in implementing new relevant industry software updates
  • On-going recommendations: of additional features that will enhance your telecoms infrastructure as your business grows

Our sophisticated customer fault logging and tracking system ensures quick, effective problem resolution.

Additionally, if you move your telephone system maintenance to Russell Telecom today you could receive 12 months support FREE.

We may still be able to provide support even if we didn’t install the original system, so if you are not happy with your current provider, speak to us today.

Peace of mind & a great service

Support

We are available with Out of Hours Support and regular maintenance calls

Call outs

For general faults and network operator faults both call outs and labour time are included

Hardware & Software Warranty

We deal with our suppliers directly, not third parties

Hardware Replacement

Faulty and damaged equipment replaced quickly to minimise disruption

Fast Response

1 working hour response time to major system faults and 8 working hour response time to minor system and handset faults

Remote Support

Telephone help desk support for users with free remote programming and changes

Dedicated support desk

Our committed and knowledgeable support team will be able to assist you with your queries. No job is too complex or too simple, whether they’re about the phones themselves or the functionality that they, offer compared to others.

Fully manufacturer trained and experienced engineers

Russell Telecom has over 35 years’ experience in the telephone industry. Our engineers are professional not only in their customer service, but also with the telephone systems themselves. As a result, you’ll find our knowledge and experience is simple first class.

Stock for every phone system we support

At Russell Telecom, our phones are always flying off the shelves. However, we are careful with maintaining stock levels and we always maintain and hold stock for all phone systems we supply. On the very rare occasion that we don’t have the part required, we endeavour to attain and ship it to you as soon as possible.

Moving Office

There is no doubt that moving office telephone systems can be stressful. It’s an enormous task to undertake and it can be very daunting, especially if you’ve never done it before.

We can help. Our experienced engineers make the complex uncomplicated. By completing a survey of your current network, and complete a site visit of your new premises we work with your teams to plan your move with precision. 

Preparing to move

It’s vital to plan ahead and order the services you need well ahead of your moving date. Telephone lines and broadband may require work from BT Openreach engineers, it is not uncommon for BT to run past their normal recommended lead times. We suggest that your phone and internet choices are considered at your new location at least 8 weeks before moving day. If you have left it a little late, don’t worry – contact us as soon a possible. 

Keeping your numbers

From 2023, BT are no longer taking orders for ISDN as all of ISDN will be switched off in 2025. We can help you move to IP telephony, either an on-site PBX or Hosted solution, and are well placed to evaluate your needs. Moving your exiting numbers to an IP phone services means keeping your numbers no matter how far you move.

Planning your move

Our engineers work to achieve a seamless transition between locations with minimum disruption of service. If possible a site visit of the new location will help plan and speed installation and make sure there is enough cables and switches to setup your network.

Minimise disruption

There may be a few days where you’re “between offices” but need to make sure customers can reach you. Calls can be forwarded to mobile phones during the transition ensuring business continues. If moving to an IP phone system, this can be setup ahead of the move including hunt groups, extensions and ddi.

Lets work together

Need support, maintenance or help moving office?