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.
Peace of mind & a great service
We are available with Out of Hours Support and regular maintenance calls
For general faults and network operator faults both call outs and labour time are included
We deal with our suppliers directly, not third parties
Faulty and damaged equipment replaced quickly to minimise disruption
1 working hour response time to major system faults and 8 working hour response time to minor system and handset faults
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.
