SIM-PHONY has designed a program providing support from SIM-PHONY’s Technical Support Department on a per incident basis on products supported by SIM-PHONY. This program provides direct access to customers via telephone and utilizes SIM-PHONY Web Portal to open problem issues and manage support communication throughout the duration of the problem resolution.  This program solves problems from the perspective of the computer and telephony hardware, including Telecom and telephony board diagnostics and integration with the PBX or central office.  Additional support of the Contarra API (Application Programmer Interface) is also included.  The Service level option offered is 5x9. Customers may resell support under this Agreement to their users.

- A direct engagement on a specific pressing problem.

- Support provided on platform integration, media configuration, Telecom Integration and Contarra API.

- Connects SIM-PHONY knowledge resources directly via telephone to any customers.

- Utilizes Web Portal on SIM-PHONY Support Ticket Database.

- Extends Problem Opening & Ticket Management to the "edge".

- Eliminates the "broken telephone" effect when dialoging about the problem.

- Speeds up resolution.

- Resalable telephony knowledge and support portal with 35% GP potential.

- Provides a means to TRIAL SIM-PHONY support prior to purchasing a longer term engagement.

- Contract Based Product - 2 Authorized Contacts to access support (Password Protected Access).

- Authorized Contacts can be either from service provider or their End User - not mixed on contract.

- Term Expires on delivery of service for problem incident

- Access via Telephone & Web Portal.

- Service option offered 5 X 9 delivery only.

- 2 Hour response time on initial ticket.

- SIM-PHONY managed ticket program through the web portal.

- Not dependent on customer purchasing hardware products through SIM-PHONY.

- Dependent on customer purchasing Contarra through SIM-PHONY.

- 2 Authorized Contacts only.

- One service option - 5 X 9

- Is not site specific.

Contact Information

Support