Telephony - VoIP Phone Set Ownership and Maintenance Policy

The purpose of this policy is to clearly describe the responsibilities of ENCS and the responsibilities of the customer with respect to VoIP telephone set ownership, usage, life-cycle replacement and warranty repair/replacement.

This policy impacts all VoIP telephone devices provided by ENCS. 

New Installation

• When a new VoIP installation is requested, a VoIP telephone set rented from ENCS or purchased previously from ENCS (customer-owned) must be used.  If the VoIP telephone installation utilizes a customer-owned VoIP telephone, it must be a supported telephone.  ENCS will not install a non-supported VoIP telephone.  (Refer to Life Cycle Replacement)

Life Cycle Replacement

• VoIP telephones should be viewed as IT equipment and will need to be replaced due to technology evolution.  Life cycle replacement of a VoIP telephone is strongly encouraged when:
  
  • The VoIP telephone is no longer supported by the vendor (past the vendor published “end-of-support” date)
  • The functionality of the VoIP telephone cannot be provided as the result of technology migration and evolution (e.g., application updates/patches).

• ENCS’s Responsibility:
  
  • ENCS will make every attempt to issue a notification prior to the end-of-support to give a department adequate time to budget for the telephone replacement.
  • If the non-supported telephones are not replaced prior to the announced deadline, ENCS will no longer be able to support or respond to trouble ticket calls related to the obsolete VoIP telephones.  

• Customer Responsibility
  
  • Budget for and procure the replacement VoIP telephones prior to the announced end-of-support date.
  • If the non-supported telephones are not replaced prior to the announced deadline, the customer will need to submit a request for ENCS to replace the obsolete VoIP telephone with a supported rental telephone set in order to resolve the telephone set failure.

Warranty

• In the event of a supported VoIP telephone set failure, ENCS will replace the defective telephone with a new unit of same or similar model and apply that replacement telephone set model's corresponding monthly rental fee. The failed VoIP telephone will be retrieved for disposition by ENCS.
• The VoIP telephone warranty does not apply if the failure or loss of functionality is due to damage or failure resulting from accidental or intentional tampering, misuse, natural disasters, flooding, or fire is not covered by this warranty.  Under these circumstances, the customer will be provided a new rental telephone set, but the customer will also be charged a one-time fee covering the cost of the damaged telephone set.

ENCS will not provide VoIP telephone support or replacements if the telephone was not procured from and is supported by ENCS.

• Customer Owned Equipment refers to previously purchased VoIP telephones from ENCS, which have been removed from the system and reused at a later date.