Support & Maintenance
Our support and maintenance services are backed by a solid infrastructure and certified engineers that will help you solve your problems, providing online advice and support, either replacing damaged equipment or making those changes needed to reach a high-performance level in your communications equipment as well as to guarantee operation continuity.
We have service centers in the main cities of the country (Mexico City, Monterrey and Guadalajara), which allows us to get to you faster and respond to inquiries timely.
Our Customer Care Center provides support 24 hours a day through a Help Desk that performs the following activities:
Appropriate problem escalation
Escalation to manufacturer when needed
Manage incidents
Provide feedback to customers about incident status
Maintain constant communication with the customer
Monitor ITIL-based processes to guarantee service support
Additionally, we have an Incident Management System that can be accessed through the Internet, which allows us to efficiently manage problems or incidents that are reported by our customers.
On this same page, you can check the report status and print incident-related information (report, service order, events log, traffic analysis, among others).
To guarantee a high quality service, customers must certify the conclusion of a report (customer's authorization) through the use of an electronic signature (login and password) for a report to be considered closed.
Benefits:
Service Level Agreement compliance
Service coverage types
5 X 8 (Monday through Friday during working hours)
6 X 8 (Monday to Saturday during working hours)
7 X 24 (24 hours, seven days a week)
Enough spare parts (inventory items) needed to guarantee operation continuity
Support team specialized in different technologies to carry out accurate evaluations
Preventive and corrective maintenance services
Remote systems diagnosis, ensuring equipment is safe and secure, which allows telephone fraud prevention (voice networks)
Consulting services to keep you up with the latest technology, new versions, features and equipment that have been released
Demo equipment (when required) to test new features
Maintenance reports, which can be used to evaluate and audit service quality
Online consulting and support at no additional charge when you need it
Identify problems and causes in the shortest time possible to solve issues timely
End users training
Our support and maintenance agreements are not limited to offering conventional maintenance services, as we provide value-added services that include recommendations or suggestions to keep your resources in perfect operation conditions, updated and with the infrastructure ready for any change.
Convergent network analysis
The analysis is done by expert engineers who monitor your hardware to let you know about:
The behavior of systems in operation
Identify and evaluate current network problems at physical, network, transport and application levels
Understand the limitations and potential risks associated with all the events that are currently occurring in your network
Analyze statistical information such as protocols distribution, traffic sources and bandwidth consumption
Identify actions needed to optimize your network
Make high-level recommendations to plan for the future of the network infrastructure
Call Centers Analysis: An important characteristic of our support and maintenance services is the effort dedicated to Contact Centers, which is outlined in the following five points, being our main goal that your company can have the proper information about resources and be a key factor for future decision-making:
1. Number of calls
2. Flow and type of calls
3. Average call duration time
4. Abandoned call rate
5. Call traffic distribution
a) By agent
b) By work groups
Applications
Voice-related applications are the most demanding of all data network software. That is why they should not only be updated continuously, but their performance must also be analyzed and monitored together with voice servers for optimal operation.
Accreditation
Avaya Platinum Partner
Service Assessment, which certifies the Service Level Agreement for all Avaya products