Technical Support
Two Levels of Inclusive Support
As stated elsewhere, the level of service that you choose to offer your customers will be driven largely by what you charge them for your service. If you are offering them a low PRICE, you will need less in terms of service support. If you are focused on VALUE we can offer you really good and inclusive Technical Support and we have several excellent Add-on Services which will help you provide real value for your customers with particular needs.
To match the granular reality of the market, Active SoftSwitch offers four levels of support in total. The first two levels of service are called Lite and Technical Support and they are already included in your monthly rental. The service level you receive will match the Service Plan you have chosen.
A. Lite Support (included)
Our Lite Plan Customers receive UK daytime ticket support. In this part of the market margins are tight and we provide a service that reflects the pricing of the Service Plan. Lite service is still good value for money and is designed to match and beat, competitive services in the Resellers market. Whilst this service is advertised as lite, we can deliver a better level of service and an infinitely more professional service environment for our Lite Customers, than they can get anywhere else at this level. Its features include:
- 08.00 - 18.00 (UK) 7 day, Ticket Support by email or website
- Service supported in accordance with written SLA
B. Technical Support (included)
Our Professional, Enterprise and Ultimate Partners will automatically benefit from our highly regarded Technical Support Service. Its features already include:
- 24/7 Ticket Support by email or website
- Service supported in accordance with written SLA
- Technical escalation Process to Account Manager or Technical Director
Premium Support Options (Pay)
We also offer two Premium Technical Support services in the form of ICC Intelligent Hands and Branded Intelligent Hands with the latter being available with or without telephone support. These are designed to relieve you of the more detailed and time consuming tasks associated with managing an ITSP service and are described in more depth at Intelligent Hands.
Priority Structure
The overall support structure is based on priority categories. Immediate response is provided for those with system critically impacted service, while other minor technical issues may be resolved within an agreed two-day time frame.
The categories are;
- Immediate Response – 1 hour: customer environment is completely down or severely corrupted
- Priority Response – 8 hours: customer environment is impaired, general functions are in place
- Low Priority Response – 48 hours: customer environment requires configuration or scheduled assistance to optimize performance
