ROI Networks Support Offerings

In order to provide best-in-class service and support to our customers, ROI Networks offers an extremely flexible and broad scope of services. These services range from simple advanced replacement to comprehensive 7x24 support and network management.

TIME AND MATERIALS SUPPORT (CPS - T&M)
This offer provides ROI Networks service and support resources on an hourly basis for customers without an existing support agreement. ROI Networks provides best-effort support under this offer and also bills our customers a trip fee and travel time for these cases of trouble if applicable. Our targeted response time for T&M customers is 8 hour response for major cases of trouble and 24 hour response for minor cases of trouble.
PACKAGED SUPPORT AGREEMENT (CPS - PSA)
This offer provides access to ROI Networks support resources on a block-of-hours basis. This offer is generally targeted at customers who require the advanced skills of an ROI Networks engineer to complement, or off-load existing IT staff. ROI Networks can provide either remote or on-site support with 8 hours advanced notice. Requests for engineering that require on-site support are charged a trip fee and travel time in addition to the discounted hourly engineering rates.

ADVANCED REPLACEMENT SUPPORT (CPS - ARS)
This offer was created to provide parts only replacement for our customers with local resources and prefer to support their own networks and applications. We guarantee next business day replacement for any failed components under this agreement. If remote ROI Networks support is required, a discounted hourly rate is offered.

NETWORK SUPPORT AGREEMENT 8x5, M-F (CPS - NSA - 8x5)
This offer provides comprehensive, Monday - Friday, 8-5 service and support, for infrastructure, applications and intelligent endpoints/portals. Customers under this agreement are not billed trip fees or travel time in the event a dispatch is required. These customers receive priority support and ROI Networks will dispatch cases of trouble for these customers on a priority basis ahead of other support and non-support customers. Parts and labor are covered under this agreement along with simple moves and changes if required. Our response time for this agreement is 4 hours for an emergency or service affecting case of trouble and 8 hours for a non-emergency or service affecting case of trouble.

NETWORK SUPPORT AGREEMENT 7x24 (CPS - NSA - 7x24)
This offer provides comprehensive, 7 days per week, 24 hours a day, service and support, for infrastructure, applications and intelligent endpoints/portals. Customers under this agreement are not billed trip fees or travel time in the event a dispatch is required. These customers receive priority support and ROI Networks will dispatch cases of trouble for these customers on a priority basis ahead of other support and non-support customers. Parts and labor are covered under this agreement along with simple moves and changes if required. Our response time for this agreement is 4 hours for an emergency or service affecting case of trouble and 8 hours for a non-emergency or service affecting case of trouble.

NETWORK MONITORING AND SUPPORT (CPS - NMS)
This offer provides comprehensive, Proactive, Network Monitoring and Support for our customers Communication Powered Solutions. Networks and applications are monitored 7x24 and if any troubles are identified, ROI Networks will communicate with a customers designated point of contact as soon as the ticket is opened. The customers escalation process will be closely followed and progress communicated regularly to resolve the issues as quickly as possible. If a minor trouble can be cleared remotely, the case of trouble will be reported and communicated to the customer during normal business hours. If provided to ROI Networks, we will also coordinate network resolutions with the customers network service providers.