TMG Managed Communication Service

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TMG’s Managed Communication Service provides business clients with managed
support for Avaya Communication Systems. Managed Communication Service fills
in the gaps between Avaya maintenance and business partner support. Our support
model for Managed Communication Service includes:

Dedicated Account Support
Vendor Management
Remote and Onsite System Programming
Move, Add, Change, Upgrade Support
Implementation Support
Project Management
On-Site Training – End User and System Administrator
Q & A Support
Consulting
Access to Avaya Technical Documentation

Dedicated Account Support

Every TMG Managed Communication Service client receives Dedicated Account
Support. Every client is assigned to a TMG Managing Partner and an Account
Consultant. The TMG Managing Partner is responsible for the overall business
relationship between the client and TMG. The Managing Partner establishes the
engagement and sets the parameters for the business relationship. Once the
relationship is established the MP will ensure that TMG continues to meet the client’
s expectations regarding service, support, and billing while also providing overall
consulting.

The TMG Account Consultant is responsible for interfacing with the client on a
regular basis regarding system support issues. The Account Consultant is the lead
hands on “Go To” person for system programming, M/A/C support, implementation
support, project management, training and Q&A. The Managing Partner and the
Account Consultant work together to provide support for both the strategic and
tactical aspects of the client relationship.

Vendor Management

With cutbacks and layoffs many businesses are finding it difficult to balance
managing their networks with managing Telecom vendor relationships. For the
same reasons Telecom vendors and carriers are requiring customers to take more
responsibility for moves, adds, and changes, ordering new services, managing
service issues, and managing billing errors. Customer service organizations are
either shrinking or being outsourced to companies more focused on meeting
metrics than diagnosing and fixing your problems.

Let us manage your Telecom vendors and carriers for you. It will save you time and
money. With account teams constantly under heavy churn, the need to have a stable
team to manage your vendor and carrier relationships becomes paramount.

Remote & On-Site System Programming

TMG Managed Communication Service provides Remote and On-Site System
Programming for Avaya Communication Systems. Our Account Consultants can dial
into the system to program new features or reprogram the system to operate in a
more efficient manner based on the client’s requirements. The Account Consultants
can also be available for projects requiring On-Site programming. Programming
projects can include the activation of new features, reprogramming, and the
programming of peripherals.

Move, Add, Change, Upgrade Support

Managed Communication Service provides on-site or remotes support for M/A/C’s
and upgrades. M/A/C support includes support for minor and major moves or re-
organization, the addition and programming of new stations, changes to individuals
or groups of stations, and support for new software upgrades and features. The
Account Consultant is available to confer with clients regarding the affects of certain
programming changes, upgrades, and M/A/C requests.

Implementation Support

Managed Communication Service can provide on-site dedicated support for
upgrades and the implementation of new systems. An Account Consultant can be
available to provide additional hands-on over site during cut overs and upgrades.
The Account Consultant can take a lead role, augment existing staff, or serve as a
liaison between technicians, engineers, and the client.

Project Management

Through TMG Managed Communication Service clients gain the advantage of
dedicated project management resources which can be made available for a variety
of projects involving Avaya systems. TMG Account Consultants have many years of
experience project managing and implementing Avaya communication systems.

With project management support TMG dedicated project managers will manage the
various telecommunications vendors, develop implementation and project plans,
serve as a liaison to the client, keep vendors on task, ensure that deadlines are met,
minimize “finger pointing”, status and update appropriate parties, and ensure vendor
accountability.

On-Site Training

Through Managed Communication Service TMG provides On-Site dedicated training
for end-users and systems administrators. TMG Account Consultants provide
training on desk phone operation, features and functionality, voice mail operations,
system programming, system administration and management, along with voice
mail programming and set up. We can provide group training for employees and call
center agents and individual or small group training for departments and executives.

Q & A Support

With TMG Managed Communication Service clients always have someone to call
with questions regarding their Avaya Communication System. Clients subscribing to
our monthly MCS service receive dedicated phone Q & A support from their Account
Consultant at no extra charge. Many of our competitors will ask for a billing credit
card before answering a single question. We have access to technical support
directly from the manufacturer if necessary.

Consulting

Determining the best service or technology to support your applications is not an
easy task. Industry buzzwords are thrown out all over the place but what does it really
mean to your business. We can put years of industry technical and product training
by the carriers to work on your behalf to make sure you are getting the right solution
at the right cost versus the product or service that pays the highest commission. We
can help you design a voice and data network to meet your needs now and in the
future. Making a decision purely on price could get you in hot water. Don’t take that
chance without a thorough review by our associates.

Access to Avaya Technical Documentation

As a member of the Avaya Consultants Program TMG has online access to Avaya
Technical Documentation on systems and applications. We are able to download
Avaya documentation in PDF format and forward it via email. Various tools and
documentation are available to us to help our clients make the right decision when
choosing and Avaya technology or solution. We have access to documentation on
new releases, bugs, patches, technical bulletins, product documentation, and
marketing literature.

Through our Avaya business partners we can also provide:

New Avaya Systems
System & Software Upgrades
Avaya Maintenance Contracts
Business Partner Maintenance Contracts

SUMMARY

TMG’s Managed Communication Service lets our clients focus on the important
things which keep their business running smoothly and efficiently. TMG focuses on
the daily tactical issues surrounding Avaya system administration and support while
providing clients with the time to develop, implement, and meet strategic
telecommunications goals. Our comprehensive suite of Managed Communication
Services provides clients with that extra piece of mind when it comes to overall
support and management of their Avaya systems.

To see how TMG’s Managed Communication Service can help increase your
productivity

Call Today (877) 864-3276

Managed Communication Service