Services

ACOMATech can sell you the product and then if necessary we can service it or any other communications or data network infrastructure. We have service plans to suit the needs of any customer.

Description of Services

ACOMATech has three service plan levels covering Internet and phone investment. These plans contribute to business customer and guest satisfaction. This adds up to return visits for Hotels. The plans are:

NetBacker Basic®

Level I – Monitoring and Maintenance of Network Devices – ACOMATech, LLC will monitor your network hardware to insure continuity of service and maximum uptime on monitorable devices. We will constantly assess the working condition of your network hardware and your Internet connection to insure guest satisfaction.

This service provides for network maintenance and monitoring. With this service we often detect network problems before your guests do.

Level II – Maintenance of network devices – ACOMATech, LLC will troubleshooting and maintenance of network infrastructure. In the case of network problems, we will do our best to locate and repair the issue remotely. If a dispatch is required we will provide a technician from our nationwide pool of technicians.

NetBacker Plus®

Hospitality guest Internet assistance. We provide assistance to guests having Internet connection problems.

When guests encounter problems logging on to the Internet, they can call our toll free number and receive direct assistance from our experienced technicians. This frees your front-desk staff from the responsibility of helping customer diagnose the guest’s computer related issues. Our technicians are familiar with even the most complicated guest issues.

This is ACOMATech’s premiere network service plan. In addition to the services described in our NetBacker® plan, NetBacker +® it adds full guest support with Internet connection issues. (see notes 1 and 2).

NetBacker Phone®

NetBacker Phone provides PBX, phone, wiring and voicemail support. We provide full remote support of your telecommunications assets and when problems arise we procure parts, interface with the phone company and provide technician services. You and you staff can hand your phone problems off to us and only have one vendor to deal with.

Features:

· Provide Single point of contact for all telephone and voicemail issues.

· Phone Vendor Support – We will act as an interface with the phone company and relieve you and your staff and management from that frustrating task.

· Phone System Support – We are certified and trained on several PBX systems. Most issues can be cleared without a tech visit. When an onsite visit is called for we will arrange for the dispatch and will handle billing support associated with the dispatch.

· Voicemail System Support – We are certified and trained on several VMX systems. Most issues can be cleared without a tech visit. When an onsite visit is called for we will arrange for the dispatch and will handle billing support associated with the dispatch.

· Phone and Cabling Support – If, through our remote troubleshooting, we determine the phone issues are in the cabling or phones we will first coach the maintenance staff through rudimentary troubleshooting. If required we will dispatch one of our nationwide tech vendors to the site to clear the trouble.

· Phone Vendor Billing – If a tech is dispatched to your property we will handle the billing verification and either pay the vendor ourselves and then produce a monthly bill to you, or, you can pay the vendor directly if you wish after we verify the correctness of the bill.

Benefits:

· Single point of contact for phone issues.

· Access too nationwide vendor network

· Certified PBX and Voicemail system support

· Vendor billing certification and if desired bill payment services.

Notes:

1. ACOMATech reserves the right to substitute devices of equal or greater functionality.

2. Hardware items must be on the NetBacker® hardware compatibility list or approved by ACOMATech prior to participating in any NetBacker® plan.

Determination of Network Supportability

In order to provide certifiable Internet services to your guests, your network hardware and cabling must meet certain criteria.

We must have access to your network infrastructure through a Virtual Private Network (VPN). This allows us to monitor your network infrastructure and make necessary configuration changes. A firewall is required to facilitate this secure access. (See Note 4.)
Wireless access points, firewalls and Internet gateways must be capable of remote monitoring and must be on our hardware compatibility list.
Switches and hubs may or may not be managed devices.
Hardware not on ACOMATech’s Hardware Compatibility list will be certified on a case-by-case basis.
To be certifiable, cabling must meet CAT3 or higher standards.
There is a modest one-time charge for this service based on the number of guest rooms or user seats on the property.