SIM-PHONY has designed a program providing end-to-end solution support from SIM-PHONY Technical Support Department on the Contarra Software products purchased from SIM-PHONY.  The aim of the program is to provide one-stop support for an entire functioning solution platform hence problem identification incorporates all products and network interfaces attached to the service platform. This program provides direct access for 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, integration to the CO & PBX as well as integration to the Internet. Additional support of the Contarra API (Application Programmer Interface) is also included.  Service level options offered are; 5 x 9 or 7 x 24.  Customer may resell support under this Agreement.

- An API or Application Focused Program centred on Contarra Software Products

- Provides Direct Access for Developers of the Contarra Software Products

- Utilizes Web Portal on SIM-PHONY's Support Ticket Database

- Extends Problem Opening and Ticket Management to the "edge"

- Connects SIM-PHONY Knowledge Resources directly with the Software Developer

- Access to TechNotes "Best Practices" for solving integration problems

- Eliminates the "broken telephone" effect when engaged in problem solving among many parties

- Speeds Up resolution

- Includes prioritized escalation to Contarra 3rd Tier Support

- Annual Contract - 3 Authorized Contacts to access support (password protected)

- Additional Authorized Contacts can be added for a fee with co-termination to contract term

- Authorized Contacts can be Customer or their End User - not mixed on same agreement

- Access to support via Telephone & Web Portal

- Supports is extended to ONE (1) Site per Contract

- Service Options include 5X9 or 7X24

- 1 Hour response time on opening Ticket

- Customer managed ticket program through Web Portal

- Not dependent on customer purchasing hardware through SIM-PHONY

- Dependent on Customer purchasing Contarra through SIM-PHONY

- Support extended to ONE (1) site per Support Agreement

- Where Developer is purchasing support for themselves, Authorized Contact cannot be from End User

- Dependent on Customer purchasing Contarra through SIM-PHONY

- Not an ON-SITE Program (On-site engagements are Professional Services & require a quote)

Contact Information

Support