Telephone System Maintenance & Support

Denwa Communications has qualified and experienced engineers that cover a wide range of telephone systems and telephone system periphery. If you are having any problems with your telephone system call us on the number below.

Our Service Levels

Please read the below information which details the service levels for each type of change request received:

FREE Programming Changes*

As part of any Denwa maintenance & support plan we offer free remote programming to your telephone system configuration. This is limited to 45 minutes of engineering time for any request received in any given month. If you require 'advanced' changes to your system programming you will be advised of any charges that may be incurred. Please note remote access is required for this service.

*All programming requests are carried out on a best endeavours basis, and faults will always be dealt with as a priority by our support team.

RESPONSE TIME: Best Endeavours within 48 hrs

Maintenance Cover Service Levels

Standard	Flexicare	Premium 24Hr
Time of Cover	Time of Cover	Time of Cover
9.00AM - 5.00PM (Mon - Fri) Excludes Bank Holidays	9.00AM - 5.00PM (Mon - Fri) Excludes Bank Holidays	24 hours a day (365 days) (includes bank holidays)
Response Time (Minor) 16 hours (Major) 5 hours	Response Time (Minor) 8 hours (Major) 8 hours	Response Time (Minor) 6 hours (Major) 8 hours

Major Faults

If you are reporting a Major Fault for example you cannot make or receive calls, your voice mail system has become inoperable or more than 25% of your telephone system has failed please call 0845 076 1001 and select the support option in the menu to speak with one of our technical support engineers.

RESPONSE TIME (Standard Care): 4 hrs
RESPONSE TIME (Flexi Care): 2 hrs
RESPONSE TIME (Premium 24hr): 2 hrs

Minor Faults

If you are reporting a minor fault for example a faulty extension or handset which affects less than 25% of your telephone system operation we will assign an engineer to your fault as per the service level stated in your maintenance contract. Please ensure your full contact information including your name and telephone number is detailed on your support email request.

RESPONSE TIME (Standard Care): 16 hrs
RESPONSE TIME (Flexi Care): 8 hrs
RESPONSE TIME (Premium 24hr): 6 hrs

All Product and Service provision are subject to our Terms & Conditions.