We excel in IP network and telecom support
Help Desk and on-site technical services, support case management and management of client SLA’s. 24×7 monitoring, remote diagnosis, service dispatch and escalations. Our team is staffed by Tier 1, 2 and 3 personnel who are capable across multiple IP based disciplines. All of our team members are manufacturer accredited.
They are fully certified with Mitel Connect, including UC, Contact Center, Mobility, and Recording solutions.
Have CCNA or higher network certifications.
Each member of our has 10+ years of experience in the voice and data communication industry.
They are fully certified as support and implementation engineers in multiple cloud telephony solutions.
Over 95% of support tickets are processed and resolved without vendor escalation. Fast, effiecient and personalized service.
Tier Support Levels and Escalation
Tier 1 - Help desk resolution and service desk delivery
TeleSwitch Tier 1 support is the first point of direct support. We address and document any reported issue. Moves, Adds, and Changes (MAC) are typically handled at this level. General inquiries, non-technical questions, basic procedural "how-to" questions are pretty standard examples of service requests performed at this tier.
Tier 2 - In-depth technical support
Our Tier 2 engineers are involved when in-depth technical knowledge and troubleshooting procedures are required. Tier 2 engineers have troubleshooting capabilities beyond Tier1 due to their experience in the industry, supporting and implementing our solutions. Escalations to Tier 2 are often characterized by software defects and unexpected behaviors that require multiple cross-functional teams to troubleshoot.
Tier 3 - Expert product and service support
Requires the highest level of technical expertise and addresses the most complex technical problems and customer issues. Tier 3 issues are handled by Systems and Network Engineers and may require multiple interactions with the customer. Our Tier 3 engineers will often attempt to replicate reported issues, perform packet captures and define root causes. Tier 3 engineers will escalate to the manufacturer if a software bug is suspected.
Management
TeleSwitch Management constantly monitors all TAC cases and steps up when the situation requires a management intervention for proper escalation.
Managed Services vs. Direct Support
Managed Services
Our customer’s most common selection for support. Includes ongoing communication with your team for regular maintenance tasks. Our team of engineers will typically connect with users when required for documenting issues and troubleshooting. We assist with systems administration tasks and provide support when infrastructure changes are made and additional support is required. We collaborate with your team with your onboarding processes, providing assistance with the creation of a new accounts or the setup of new credentials. We keep you up-to-date when essential updates available.
Direct Support
Offered when the customer requires direct support with vendors. Our client teams will perform all maintenance and support activities and will connect with the vendor directly if escalation is needed. TeleSwitch is still available to assist, but professional services will be billed in a block of hours when support is required.
