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ServiceNOW™
MAINTENANCE OVERVIEW
Rising Sun Telecom specializes in Definity
maintenance and refurbished Definity equipment. Our corporate headquarters is located in Encinitas, California (San Diego county) and our RMATS center is located in Portland, Oregon.
We have a pool of 18 Independent Contractor technicians that perform our Definity maintenance, installation, and remote service work.
These technicians include previous Avaya / Lucent / AT&T 30-year technicians,
former Avaya Tier III technicians, Bell Lab engineers, former Avaya Software Specialists, and
former Avaya Professional Services. We choose to work with the top Definity technicians and pay them top dollar for their expertise.
We also have a network of technicians and Business Partners across the country that we dispatch for Definity
maintenance. Rising Sun Telecom is growing and gaining market share because of our knowledge base, excellent customer service, and responsiveness to the customer.
Rising Sun Telecom is a VAC member of the Society of Telecommunications Consultants (STC) and a member of the National Association of Telecom Dealers (NATD).
This allows us to keep on the leading edge of changes in the telecommunication industry.
Mission Statement
- Rising Sun Telecom's mission is to provide custom-designed, reliable and cost-effective maintenance coverage for Definity PBX Systems. We also provide Definity Equipment, Installation and Professional Services to meet the customer's changing telecommunication needs
- Rising Sun Telecom believes that the success of our company will ultimately depend on our responsiveness, quality of products and service, relationships with customers, suppliers and employees, and the integrity with which we do what we say we will do.
- Rising Sun Telecom constantly strives to understand and provide solutions to our customers' needs. We bring value to the customers by constantly training to improve our technical expertise and seeking out quality business partners, products and services that provide our customers with the best telecommunications solutions.
ServiceNOW™ - 8-point Maintenance Program Overview
24-Hour Monitoring and Remote Trouble Resolution with our Smart Monitoring System: included in the
ServiceNOW™ agreement. Our RIMOOS monitoring
system is a "smart" system that uses scripting to automatically dial in and resolve approximately 80% of problems with the Definity
system. If the problem cannot be resolved, it then alerts our on-call technicians via e-mail and text message to their cell phone and pager.
Real-Time Customer Notification of Alarm Messages: the monitoring system sends real-time alarm information to the customer's e-mail or via text-to-cell to the customer's cell phone.
On-site Support: technician dispatch is included in the ServiceNOW™
Agreement during the covered hours. Technician dispatch is available at applicable rates outside of
Agreement hours.
Technical Support: on-line problem-solving, trouble analysis, and
documentation references for technicians or end-users. Ten FREE
half- hour Technician Sessions are included in our ServiceNOW™
Maintenance Agreement per year. Technical support is available 8AM to 5PM PST, Monday through Friday.
After-hours technical support is available for emergencies.
Parts Availability: replacement Definity equipment is delivered by a local Business Partner or shipped overnight from our warehouse.
Invoice Billing: provides an easy-to-read monthly invoice that is based on a download of the switch data, so record errors are eliminated. You are only invoiced for equipment that you are actually using in your switch.
Off-site Software Backup: we maintain an off-site backup of the software at our location in case of data corruption, fire, water, or other natural disaster.
Emergency Backup Plan: we maintain backup test switches so that, for disaster recovery, the customer's switch can be replaced and running within several hours.
National Account Program
Single Point of Contact: the customer service representative is the Single Point of Contact to represent all sales and maintenance issues.
Technical Support: Hours are 8:00AM to 5:00PM PST. 7x24 technical support is available by leaving a message in the after-hours technical support
mailbox which pages the on-call technicians.
Customer Service: Hours are 8:00AM to 5:00PM PST. 7x24 customer service is available by leaving a message in the customer service
mailbox which pages the on-call customer service representative.
Spare equipment inventories - quantity, availability and location:
Rising Sun Telecom keeps an inventory of backup switches and critical components at its Encinitas, California and Portland, OR locations. Rising Sun Telecom normally ships equipment out of two warehouses, one in CA and one in NY, that have millions of dollars of Definity parts that are refurbished and ready for shipment.
We are a member of the National Association of Telecom Dealers, which
enables us to locate and drop-ship equipment very rapidly from over 150 Definity dealers.
To maximize responsiveness for major system failures, Rising Sun Telecom also places non-duplicated critical backup spares on-site for critical locations.
RIMOOS Monitoring System - A Remote, Intelligent Monitor Of Other Systems
RIMOOS is an automated, scalable, redundant, full-time, industrial monitoring system.
Using Internet e-mail notifications, it is capable of notifying your support staff within minutes of an alarm call.
RIMOOS is designed to handle various types of monitored systems. Some systems report system status only by alarm e-mail; others report normal status via web pages.
Custom reporting messages are available.
As an example, a Definity PBX can detect various alarm conditions and reports these situations to RIMOOS.
These conditions range from minor 'annoyance' alarms that don't affect the operation of the equipment to major error conditions that will disrupt the telephone system.
RIMOOS follows defined rules to determine whether to ignore an alarm, attempt to clear the alarm, notify your staff, or notify our emergency support engineers.
Notification messages contain information about the alarm condition, including the time that the call came in, the alarm type, and system location information.
The messages can be delivered to any normal internet e-mail address.
Besides showing up on your desktop e-mail, they can be directed to most pagers and SMS compatible cell phones.
RIMOOS is a multiple-redundant, expandable system. We maintain multiple sites on different Internet connections.
These use different ISPs and different telephone companies, with secure encrypted
internet connections to coordinate and control the individual sites.
The individual machines are highly stable Linux-based machines with custom software.
As new types of systems to monitor are supported, new software handlers to support them are installed on our systems.
All software is custom written by our own staff engineers based on decades of experience in high-reliability systems.
No Microsoft software is included in our system, which makes it considerably less vulnerable to e-mail viruses and other 'mass market' attacks.
All of the actual machines are protected from the open internet by hardware
firewall / routers. None of them are likely targets of worms and viruses due to the nature of their connections and protections.
At least one of the machines is always held in a hard-to-find internet address to make malicious denial of service attacks more difficult.
RIMOOS is a professional monitoring system.
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