Infratel’s Technical Support provides a well engineered and comprehensive set of technical support services tailored to fit your exacting needs. All support levels include the following benefits.
- Access to Infratel’s online KnowledgeBase
- Access to our support centers worldwide
- Periodic maintenance releases (as and when they are generally available)
- Major product releases with options currently licensed
New! – In addition to our already comprehensive portfolio of service offerings we are pleased to announce two additional components to add to the great value you receive from our technical support organization:
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Remote Installation/Upgrade
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Critical Milestone Support
Provides short term assistance in implementing patches and/or product upgrades. This option includes detailed review of plan, thorough review of fixes and features, assistance in acquiring related hardware, software and consultation as needed during the upgrade process. Benefits include technical assistance drawn from our technical support staffs’ experience, lower risk of implementing system changes and knowledge transfer.
Focused support during a critical activity or milestone within your project. This is a service that will add confidence and help mitigate risks during periods of change. Whether you are adding several more agent seats or integrating geographically disparate call centers into a unified virtual contact center, this service has been designed to help you. We will work closely with you to ensure that we are fully apprised of your goals, risks and strategies – which will save you precious time in the event that you need to call upon our technical support services.
Technical Support Program Levels
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GOLD Level
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SILVER Level
The Gold Technical Support level has been tailored for medium and large contact centers. This program provides 24x7x365 access to our support staff globally for critical issues covering you against costly downtime due to process or technical errors. As part of this program, you also can choose to have your issues worked on a “follow the sun” basis, thereby decreasing time-to-resolve. In addition to all that is offered in our Silver Level support program, the Gold support level guarantees you periodic advisories and alerts on potential technical issues, which may greatly aid your project planning.
The Silver Technical Support level is an entry-level support program aimed at small and medium-sized contact centers that need access to conventional and reliable technical support n order to ensure returns on their Infratel solution investment. This includes business hours telephone support in the region/center servicing the primary install location.