Services
Support agreements for Yeastar systems
Two agreements. One where we own the response; one where we own the outcome. Both put a response time in writing, both include an off-site configuration backup and an annual test of the emergency-calling and life-safety circuits with a certificate, and both start with a Health Check, because we do not commit a clock against a system we have not seen. Full detail is on northstar.tel; this is the summary for Yeastar sites.
The two tiers
| Fully Managed | Support | |
|---|---|---|
| Posture | We own the outcome | We own the response |
| Monitoring | 24/7, proactive | Daily business-hours health checks |
| Critical fault (P1) response | 15 minutes, 24/7; on site in 4 hours; restoration target 8 hours | 30 minutes, 24/7; on site same day |
| Labour | Included | 20% below standard rate, billed |
| Moves, adds, changes | Included | Billed at the preferred rate |
| Preventive maintenance | Monthly and quarterly | Quarterly, with a written report |
| Configuration backup, off site | Included | Included |
| Annual 911 and life-safety test, with certificate | Included | Included |
| Service review | Quarterly, in person | Annual |
| Service credits for a missed response | Yes | No |
| Term | 36 months | 12 months |
Both require North Star SIP trunks and a Yeastar remote-management licence on the system. Not as upsells: they are what make single-party accountability and the response times possible. A chief engineer will ask; that is the answer.
What a critical fault is
Anything involving 911 or a life-safety circuit is critical automatically, without a triage debate, however few people it affects. So is total loss of service, or a front desk or administration office that cannot answer. Critical and major faults are reported by telephone to (403) 698-0700; an email does not start the clock.
What we commit to, and what we do not
We commit to response: a qualified technician has acknowledged the fault and begun work within the clock. We do not quote an uptime percentage, because a vendor who does not own the carrier network, the building’s wiring and its power cannot honestly warrant availability. The Fully Managed tier backs its response commitment with money.
We test and document the emergency-calling and life-safety circuits every year. We do not certify compliance; the authority having jurisdiction does.
We do not provide monitored emergency or alarm services. We maintain the telephone circuits those systems depend on.
The exit
Both agreements carry a written exit commitment: backups, documentation, the port map and the credentials, handed over within 30 days. It is the direct answer to the lock-in most buyers have lived through once already.
How to start
The Health Check, then a quote for the agreement. Support is the smaller commitment and converts to Fully Managed at any time with recent fees credited.
Summary of North Star Telecom’s Fully Managed and Support agreements. The agreement is the governing document and goes out under a quote; it is not published. Full detail: northstar.tel/services/agreements/.
Start with a Telephony Health Check
A fixed-fee review of what you have, what 911 does, whether the life-safety circuits work, and where the money leaks. $1,500 for a single site, $2,500 for a campus, plus GST, with a written report either way.
or call (403) 698-0700