IT Support Options

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Empire Communications/ECI and our partners offer various options for support. Below is a brief overview

To learn more about the Severity levels mentioned below, please see the ECI Severity Scale.

ECI Support Services Agreement

The ECI Support Services Agreement provides the following:

  • Both remote helpdesk and on-site support for emergency and non-emergency system malfunctions (also known as Severity 1 and Severity 2 service orders, respectively), for all equipment listed in Schedule A of the renewal agreement. Emergency support is available 24/7.
  • Covers Move, Add, and Change requests that can be completed remotely through the ECI Helpdesk (i.e. Severity 4 Service Orders) through the provided Change Tokens*.
  • However, Move, Add, and Change requests that require on-site deployment of a technician (i.e. Severity 3 service orders) are not covered and are billable.
  • Discount on Telephone System (i.e. NEC or Mitel) hardware and software

* Change Tokens

Change tokens (or change units) are included with the ECI Support Service Agreement. One token is included for every $100 value of the ECI Support component of the contract.

Each change token covers the thirty minutes of helpdesk time for Move, Add, or Change orders (i.e. MACs) that can be completed remotely through ECI Helpdesk (a.k.a. Severity 4 service orders). Up to two tokens can be used for a remote MAC (i.e. covering the first hour) with any additional time billable at ECI’s standard helpdesk rates.

Should a customer’s tokens be exhausted, any further helpdesk MACs would be billable at ECI’s standard helpdesk rates. However, additional tokens can be purchased in blocks of five or ten.

It is important to note that tokens that are unused when the contract expires do not carry over to the new contract. However, tokens that are purchased separately do not expire.

ECI Extended Hardware Warranty

The ECI Extended Hardware Warranty (only available on NEC hardware) provides hardware protection for your telecom system's core components after manufacturer's warranty has lapsed. This protection extends only to the hardware listed in the Schedule A of this document that is actively supported by the manufacturer.

Hardware that is discontinued (i.e. Out of Support, "End of Life" or any other such related term) will be supported by ECI on a best-effort basis and excluded from ECI's Service Level Agreement (i.e. Schedule B of the renewal agreement) in the event of failure. ECI labour charges may apply to support efforts on discontinued hardware and software.

If taken, must be in conjunction with an ECI Support Services Agreement.

NEC Software Assurance

NEC Software Assurance is an important support option for all NEC SV9100, and SV9300 customers (Software Assurance for NEC SL2100 & SL1100 customers is provided at no charge).

Provided by NEC, the system manufacturer, the purpose of Software Assurance is two-fold:

  • It provides access to NEC technical support (through ECI) in the event that an issue arises that requires it.
  • It provides access to software upgrades as well as minor revisions and bug fixes as needed*

It is not possible to access these services without an active NEC Software Assurance agreement in place.

*Please note that any labour required to perform software upgrades is billable.

EICC/UCB Software Assurance

Software Assurance for the Enghouse Interactive Communications Center (previously known as NEC UCB) is an important option for all Enghouse/UCB customers. It provides:

  • Access to Enghouse technical support (through ECI) in the event that an issue arises that requires it
  • Access to Enghouse software updates and upgrades*
  • Access to Enghouse Interactive Learning Center (EILC)**

An active Enghouse agreement must be in place before any of these services can be accessed. Enghouse technical support is accessible Monday to Friday, 9am to 5pm. Additional fees apply outside of that time period.

*Please note that any labour required to perform software upgrades is billable.

**If you do not currently have access to EILC, please contact ECI and the necessary arrangements will be made.

Mitel Support

Mitel Support is an important support option, for all Mitel/ShoreTel customers, which provides:

  • Access to Mitel technical support (through ECI) in the event that an issue arises that requires it
  • Hardware replacement in the event of hardware failure (does not include phones)
  • Access to Mitel software updates and upgrades*

An active Mitel Support agreement must be in place before any of these services can be accessed.

*Please note that any labour required to perform software upgrades is billable.

Ruckus Support

Ruckus Support is important support option, for all Ruckus customers, which provides:

  • Access to Ruckus technical support (through ECI) in the event that an issue arises that requires it
  • Access to Ruckus software updates and upgrades*
  • Hardware replacement in the event of hardware failure

An active Ruckus Support agreement must be in place before any of these services can be accessed.

*Please note that any labour required to perform software upgrades is billable.

Cisco SmartNet Support

Cisco SmartNet Support is important support option, for all Cisco customers, which provides:

  • Access to Cisco technical support (through ECI) in the event that an issue arises that requires it
  • Replacement in the event of hardware failure
  • Access to Cisco software updates and upgrades*

An active Cisco SmartNet Support agreement must be in place before any of these services can be accessed.

*Please note that any labour required to perform software upgrades is billable.

Sophos Subscription

A Sophos Subscription is of critical importance to Sophos customers. It is what enables the management and protection tools on your Sophos appliance. Without a Sophos Subscription in place, you would no longer have access to these tools. As such, it is critical to have this subscription in place in order to get the full benefit of your Sophos appliance.

Sophos Subscription also provides:

  • Access to Sophos technical support (through ECI) in the event that an issue arises that requires it
  • Access to Sophos software updates and upgrades*
  • Hardware replacement in the event of hardware failure

An active Sophos Subscription agreement must be in place before any of these services can be accessed.

*Please note that any labour required to perform software upgrades is billable.

Adtran Support

Adtran Support is important support option, for all Adtran customers, which provides:

  • Access to Adtran technical support (through ECI) in the event that an issue arises that requires it
  • Access to Adtran software updates and upgrades*

An active Adtran Support agreement must be in place before any of these services can be accessed.

*Please note that any labour required to perform software upgrades is billable.

VPI Support

VPI Support is important support option, for all VPI customers, which provides:

  • Access to VPI technical support (through ECI) in the event that an issue arises that requires it
  • Access to VPI software updates and upgrades*

An active VPI Support agreement must be in place before any of these services can be accessed.

*Please note that any labour required to perform software upgrades is billable.

RSI Support

RSI Support is important support option, for all RSI customers, which provides:

  • Access to RSI technical support (through ECI) in the event that an issue arises that requires it
  • Access to RSI software updates and upgrades*

An active RSI Support agreement must be in place before any of these services can be accessed.

*Please note that any labour required to perform software upgrades is billable.

If you'd like to know more about any of these support options, please contact ECI: