Premise Telephony - MACs & Maintenance


Service Description

The Telephony Premise and Maintenance convenience contract (725A) is the culmination of provisioning and maintenance for telephone systems. The Moves, Adds and Changes (commonly called MACs) and the Maintenance portions of this convenience contract allow any North Carolina government entity to procure maintenance and repair support for premise-based telephone systems.

This contract establishes maintenance for premise Centrex station equipment (single and multi-line equipment) on a time-and-material basis and allows for either a term maintenance arrangement or a time-and-materials arrangement on premise equipment repairs. The contract also has provisions for any state government entity to obtain support for station MACs. The MAC activity can be as simple as moving or reprogramming a single phone or as complex as relocating an entire system.

Please note that requests for assistance with telephony equipment repairs are no longer initiated or managed through our Service Desk but through an online, self-service web portal:

Support is available for the following product lines:


Key Systems/PBX








Bunn Comm.


Service Information

Premise Telephony MACs and Maintenance is a pass-through service made available to our customers by way of negotiated contracts with commercial service providers. The governing contracts for these types of services are negotiated to provide rates and terms favorable to the state. For this service, customers interact directly with the vendor for the provisioning of the service and its ongoing support. Consequently, we cannot commit to service-level agreements, such as provisioning and resolution times. Customers also interact directly with the vendor to ensure the accuracy of user account data.

In addition to the direct vendor costs, we charge an administrative fee for contract management and billing services. Please consult the “How Do We Charge” section for more information regarding the service model.


  • Maintenance for premise Centrex station equipment
  • Term maintenance arrangement or a time-and-materials arrangement on premise equipment repairs
  • Direct interface with contract vendors to procure a maintenance agreement ( and request assistance with any and all telephony equipment repair and service issues (


  • State agencies
  • Community colleges
  • Municipal and county governments
  • Universities and K-12 schools

How Do We Charge?

View the Billing Rates for this Service

Next Steps

  1. To procure maintenance using the self-service web portal at, have the following information at hand:
    • Service location (street address)
    • The actual number of users and incoming phone lines required
    • The system manufacturer and model number of existing phones, if available
    • The approximate age of the system and/or installation date
  2. The maintenance vendor does an on-site or remote access inventory of the existing system and provides a quote. Maintenance agreements purchased under the contract are typically effective for one year, although longer terms are available. Once established, the customer should engage the vendor by contacting the vendor directly.
  3. Rather than using the self-service web portal, a voice services analyst assigned to a customer or a specific geographic area can provide support throughout the entire maintenance procurement process.
  4. For time-and-material repairs, the customer should engage the vendor directly by accessing, which is also a self-service web portal.

The customer should prepare a telephone service request form (TO-5) and submit the request to Request Fulfillment to schedule MAC work.

View Technical Details