Skip to main content

Managed & Support Services

Contact Us

Our Approach

When it comes to supporting our customers’ communication needs, our belief is that downtime is simply not an option – there’s no excuse. Our proactive approach of lifecycle management and network sustainment is backed by a 24/7/365 service approach, with rapid response to whatever challenges may be thrown your way.

/
/

Coverage

MIN

Call-back Time

HR

On-Site Response Time

24/7 Maintenance Contracts

24/7 Maintenance Contracts

  • We take a long term view of partnership, offering annual and multi-year SLAs to meet all your preventative maintenance, sustainment, and reactive repair needs.

  • With 24/7 coverage, our clients can rely on 30-minute call-back times and 4-hour on-site responses from our vendor-specific, factory-trained technicians capable of meeting the technical challenge at hand.

  • Catastrophic failure? We provide rapid escalation processes to augment our field technicians with best-in-class engineering support for major system requirements.

On-Call Services

On-Call Services

  • For those end users and dealers without service contracts, our team stands ready to support all our partners in a reactive, as needed capacity.

  • When particularly challenging technical problems require expert RF, networking, or system engineering support, our team can provide truly niche expertise that may not be available in-house.

Advance Replacement Program

Advance Replacement Program

  • Eastern Communications maintains millions of SKU configurations in inventory as a value added service to our customers.

  • We source specific replacement parts unique to your system in advance of a technician’s on-site diagnosis in order to have you up and running with minimal downtime.

Success Stories

Customers trust Eastern for the industry's best technical sophistication, reliability, and security. Read more about our customers' successes below.

Delivering Direct Communication with First Responders

In one New England school district, security needs created a requirement for staff to be able to communicate directly with first responders, but without taking on the incremental burden of carrying portable radios. Eastern facilitated a cybersecure, cloud-hosted extension of the local law enforcement's P25 Land Mobile Radio (LMR) system into the smartphones, tablets, and PCs of teachers and staff to facilitate safety, security, and communications reliability in classrooms throughout the district.

Surviving a Direct Lightning Strike

A regionally significant East Coast county fire authority received a 4 AM lighting strike at their command post, wiping out the use of their dispatch console. Leveraging their maintenance relationship with Eastern, technicians and engineers were on site in less than an hour. Deploying a vehicular dispatch console, Eastern assisted the end user in wiring the functioning vehicle dispatch console into the command post, providing an immediate stop gap measure to sustain operations while a new replacement console was sourced and prepped for installation.

9/11/2001: A Defining Moment

On September 11, 2001, a main communications site for a major police department sat atop the World Trade Center and was destroyed. Given its redundant, resilient design, the entire citywide network self-healed, and by September 12, Eastern had relocated and fully operationalized another site for full coverage of Manhattan from the top of the Chrysler Building.

Seamless Transition from Analog to Digital

A leading, internationally recognized museum was operating on a legacy analog system hampered by the dense, century old, transmission-unfavorable design of the building. Eastern facilitated a migration to a new digital system - to include dispatch consoles - that meaningfully enhanced audio quality and reliability for internal operations. The system also equipped security with a reliable, discrete method for conducting audio surveillance as layered protection for the priceless work on display, all covered by 24/7/365 maintenance and service agreements.

Installation, Maintenance, and Cybersecurity for One of Nation's Largest Radio Systems

The police force of a major US transit authority was facing meaningful coverage challenges given the sheer size of their area of responsibility relative to the size of their force - all while placing a premium on retaining control and responsibility for their own private networks. Eastern assisted their communications team in installing and commissioning one of the largest 700 MHz systems in the US, providing the transit authority full, localized control of their communications, backed by ongoing 24/7/365 maintenance support from Eastern and its partners.

Extension of External Networks for In-Tunnel Connectivity

The transit authority of a leading US city was seeking support for their in-tunnel communications, and turned to Eastern to extend and continuously maintain their private network and interoperability with local law enforcement and adjacent agencies, resulting in an ongoing 24/7/365 support relationship.

Maintaining Elevated Security Posture Through System Migration

A federal entity tasked with safeguarding critical national infrastructure found itself hampered by a decades-long relationship with vendors interested in maintaining proprietary, non-interoperable communications. Eastern facilitated a smooth transition to interoperable, multi-vendor, P25-compliant technology with zero disruption to frontline operators, and now provides the on-site communications team with ongoing, 24/7/365 cybersecurity support services.

Unifying Disparate Systems Into a Unified, Cybersecure Platform

A leading national utilities provider encountered integration challenges with their communications networks as they consolidated several smaller, regional providers. Partnering with Eastern, the utility was able to integrate a multi-state private voice and data network to homogenize their platform and provide an easily scalable, rapid solution for both further expansion and surge capacity in future crisis response, all with ongoing 24/7/365 cybersecurity support from Eastern.

Instant, Off-Hour Support for Maintenance of a Critical Backup Core

At 10:30 PM on Saturday evening, a regional utilities provider had technical complications with the backup core of their 900 MHz data system. The utility's communication shop was escalated and connected to the appropriate engineering team at Eastern. Before midnight, the dispatched Eastern engineer had concluded on-site support, successfully restoring the backup network core to full operations.

Where We Work

Eastern's exclusive channel partners comprise our primary dealer network, and we serve customers nationally with our extensive network of partners. Wherever your communication needs exist in the United States, Eastern and our team of partners stand ready to provide technical expertise and localized, on-site support.

Need a better communications solution? We hear you.

Contact us

"Eastern will never leave you hanging - they are always willing to solve a problem together. They have a phenomenal team...with the same mindset - get the job done - do it right."

- David Kho, CellGain

"Eastern is incredibly responsive and reliable. When we call needing a quote or with a technical problem, we get someone on the phone right away or a call back from the engineering team within 10 minutes."

- Eastern Dealer, Northeast US

"Eastern's entire team knows their systems and product lines inside and out, and it gives you incredible security in the partnership."

- Leading RF Infrastructure Manufacturer

"They're an advocate voice on our side...and we trust Eastern to keep our commercial proprietary information secure."

- Matthew Dean, Radio Communications Company

"Eastern has a breadth of experience with vendors in the industry - be it radio system manufacturers, radio providers, filtering products - and that depth...allows them to bring that as a value-add to their clients."

- Eastern Dealer, Southeastern US

"You're not going to find many who are more respected than Eastern."

- Leading Critical Communications Manufacturer

"They have a passion for the business and the customer. They love the communications industry and they want to do everything in their power to get it right for their dealers and their customers."

- L3Harris, Indirect Channel Manager

"When [we partnered with Eastern as a dealer]...our business increased tremendously when we didn't have to deal directly with the parent company...it adds a layer of support that we hadn't had before."

- Eastern Dealer, Mid-Atlantic

"Our speed and ability...are much faster than it was before we had Eastern's support."

- David Tievy, Superior Communications