Frequently Asked Questions

Q. What is the relationship between Mountain West Telecom and IKON?

A. Mountain West Telecom acquired IKON's Salt Lake City telecommunications business. Mountain West Telecom assumed IKON's warranty and maintenance contract obligations. For more information see the press release.

Q. Can I contact specific departments at Mountain West?

A. Check out our Contact Page for a detailed list of contact phone numbers.

Q. How do I get my new receptionist trained?

A. Call our Training Department at 801-265-0505 or 1-866-MTN-WEST to schedule training for new employees.

Q. Will I be billed for training?

A. Training is free for our SPP customers. Standard hourly rates apply to non-TIPS customers.

Q. Can I get training materials?

A. See our user guides.

Q. How do I change the time on my system?

A. Instructions are posted here

Q. What are your response times for critical service requests?

A. Two hours for calls received between 8:00 AM and 5:00 PM Mountain Time, Monday through Friday, excluding holidays. Four hours for calls received at all other times. Please note that our SPP customers have the highest dispatch priority (applies to customers located in Salt Lake, Utah, Davis and Tooele counties). More information is provided here.

Q. What are your response times for routine service requests?

A. Next business day. Moves and service additions/changes are completed within 2-5 business days or as scheduled.

Q. What are your overtime rates and when do they apply?

A. Overtime is one-and-a-half times the standard rate and applies to work performed between 5:00 PM and 8:00 AM Mountain Time, Monday through Friday and Saturdays. Double the standard rate applies to work performed on holidays and Sundays.

Q. What are your billing increments?

A. One-hour minimum charge for on-site and remote service calls, with 30 minute increments, thereafter. Please note that remote programming is provided at no charge to our SPP customers.

Q. Do you charge for travel time?

A. Yes, we charge one- way from our office or the technician's previous service call.

Q. Can I just talk to the technician without being billed?

A. Only if you have an SPP agreement.

Q. What are the terms of your warranty?

A. Our standard warranty for new installations is one-year, parts and labor. New parts added to your system have a one-year warranty. We provide a 30-day workmanship warranty for service additions, moves, and changes. All replacement and refurbished parts have a 90-day warranty.

To contact one of our specialists, or if you have other questions, call 1-866-MTN-WEST.