Telstra business systems care contents 1About Telstra Business Systems care section 4

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  onboarding and management to allow our service desk to manage your Unified Communications voice system;
  
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  investigation and diagnosis of incidents reported by you with your Unified Communications voice system (which we may do by attending your premises);
  
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  (if you request and at additional cost) management and coordination of your service requests to install, add, change, remove, upgrade, delete, reconfigure and relocate your Unified Communications voice equipment (MACs);
  
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  service targets (but no rebates) for incident management and MACs in respect of your Unified Communications voice system;
  
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  remote diagnosis, technical support, replacement parts and onsite labour for your equipment;
  
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  performance reporting emailed to your nominated representative directly once per month;
  
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  Change Management;
  
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  Incident Management; and
  
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  Problem Management.
  

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  onboarding and management to allow our service desk to manage your Unified Communications voice system, as set out below;
  
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  investigation and diagnosis of incidents reported by you with your Unified Communications voice system (which we may do by attending your premises);
  
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  (if you request and at additional cost), management and coordination of your service requests to install, add, change, remove, upgrade, delete, reconfigure and relocate your Unified Communications voice equipment (MACs);
  
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  service targets (but no rebates) for incident management and MACs in respect of your Unified Communications voice system;
  
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  remote diagnosis, technical support, replacement parts and onsite labour for your equipment;
  
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  performance reporting emailed to your nominated representative directly once per month;
  
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  Change Management;
  
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  Incident Management; and
  
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  Problem Management.
  

You may also choose Software Assurance, for which we will provide one of the following options:

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  Software Support; or
  
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  Software Support & Upgrades.
  

You may also choose Labour, for which we will provide one of the following options:

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  Onsite; or
  
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  Remote.
  

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  Back up services
  
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  Onsite resources
  
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  Service Delivery Manager
  
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  Release Management
  
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  Enhanced Performance Reporting
  
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  Availability Management
  
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  Capacity Management
  
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  Configuration Management
  
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  Power Manager
  
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  System Monitoring
  
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  Information Security Management
  
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  Preventative Maintenance
  
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  Remote Only Maintenance
  
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  Desktop Services Management
  
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  Project MAC Services
  

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  equipment purchase, supply or installation; or
  
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  support for carriage services other than initial diagnosis where applicable.
  

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  investigation and diagnosis of incidents reported by you with your Unified Communications voice system (which we may do by attending your premises);
  
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  at your request, management and coordination of your service requests to install, add, change, remove, upgrade, delete, reconfigure and relocate your Unified Communications voice equipment (MACs); or
  
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  remote diagnosis, technical support, replacement parts and onsite labour for your equipment.
  

All Telstra Business Systems Care Pay As You Go calls will be performed on a ‘best efforts’ basis.

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  equipment purchase, supply or installation;
  
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  support for your carriage services;
  
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  Software Assurance or vendor maintenance for your Unified Communications voice;
  
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  service targets (but no rebates) for incident management and MACs in respect of your Unified Communications voice system;
  
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  management and coordination of service requests for your carriage services; or
  
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  performance reporting emailed to your nominated representative directly.