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Voiceware
Systems
Business Hours: 8:30 AM - 5 PM ET (Monday - Friday)
Telephone: +1.561.803.5500
Corporate Overview:
Voiceware Systems, Inc. has been developing call processing
applications since 1985. Our Telephony Services Platform (TSP™) is
a PC based Windows NT 32-bit application and true tandem switch.
Voiceware Systems’ team of highly skilled developers, engineers,
technicians, and help desk personnel provides topnotch support for your
TSP™. Every system includes remote maintenance access and
diagnostics.
Certified Reliability:
Voiceware Systems works hard to ensure the stability and reliability
of your TSP™. We accomplish this through rigorous testing of each
and every component in your TSP™. We only use proven Voiceware
Systems Certified Components and never change the configuration without
first pre-testing the new component thoroughly. To guarantee your
systems’ dependability only use Voiceware Systems Certified
Components. This extends to the local area network (LAN) provided with
your TSP™. Contact Voiceware Technical Support
for directions and recommendations if installing or connecting any device
other than Voiceware Systems Certified components. Installing or
connecting unapproved equipment may adversely affect your TSP™ and
it’s ability to switch traffic, as well as possibly void your
Voiceware Systems Warranty.
Single Point of Contact (SPOC):
In order to effectively communicate with your organization a SINGLE
POINT OF CONTACT (SPOC) is required for all service orders. The SPOC will
filter updates and status information throughout your ranks and report to
your organization’s executives. Voiceware Systems recognizes some
customers will have multiple levels of SPOCs to manage specific
applications in your system, such as Accounting, Billing, Customer
Service, Operator Services, Web Masters, Networking, and Switching. It is
important that the SPOC placing the service order internally update all
key contacts with-in your organization with service order status and
resolutions. This policy prevents confusion, duplicate orders,
miscommunication, and time wasted providing multiple updates. Your
Voiceware Sales Representative can always place orders on your behalf, as
well as provide status on existing orders.
Additions, Changes, or Moves:
Service charges apply for adding to, changing, or moving your
Voiceware Systems equipment. Charges are based on when the work is
performed, during normal business or after hours at a 2 hour minimum.
After hours service and support is only available to customers under
warranty or a maintenance contract.
Trouble Responses:
Voiceware Systems’ customers, during their first year warranty
and while under a maintenance contract, are entitled to FREE technical
support during normal business hours for any problem or question relating
to your Voiceware Systems equipment. Your call is answered by our
dedicated help desk and logged into our trouble ticket system for
tracking purposes and eventual resolution. Basic troubleshooting
procedures may require performing tests, running diagnostics, collecting
logs, or other pertinent data. After successfully duplicating the
reported problem, each trouble is assigned a trouble ticket number and
assigned a priority level based on its severity.
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PRIORITY
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DESCRIPTION
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RESPONSE
TIME
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CRITICAL
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System
down or outage greater than 50%
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Immediate
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HIGH
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A
service effecting problem
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0-24
hours
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NORMAL
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Any
non-service effecting problem
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25-72
hours
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LOW
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Question(s)
or unscheduled configuration change
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3-5
business days
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The Priority and Response Times listed above represent a rating system
that assures timely attention to your trouble ticket based on its
severity. Resolution time frames are on a per case basis dependent on the
problem at hand.
Any new carrier circuit turn-up or carrier service problem must be
ordered (reported) and coordinated by your organization – the
carrier’s customer. Voiceware Systems Technical Support can participate in prearranged
conference calls to intervene and consult with any carrier or third party
vendor. Our support personnel will advise you when contacting your
carrier or third party vendor is necessary.
After Hours Emergency Support:
Voiceware Systems provides 24 hour, 7 day support to customers during
their first year warranty period or if covered under a maintenance
contract. Engineers are available to take your calls directly for a
2-hour minimum service charge of $150 per hour. This policy ensures after
hour calls are reserved for critical urgent troubles and emergencies, in
which a service charge is inconsequential.
Support Rates:
Voiceware Systems’ customers during their first year of
warranty and while covered under a maintenance contract pay a reduced
hourly service rate of $150 for all additions, changes, and after hours
service. All other customers pay a standard hourly rate of $250 for
normal business hours support. After Hours Emergency Support is only available to customers under
warranty or a maintenance contract.
Advance Replacements and Returns:
All customers under warranty or covered by a maintenance contract
have access to Voiceware Systems inventory of spare parts and components.
Depending on availability, defective or suspected bad parts and
components can be replaced before returning the bad part or component.
Simply call Technical Support
to open a trouble ticket and arrange the advance replacement. Upon
shipping, an invoice will be generated for tracking purposes. The invoice
will be credited when either the defective or original replacement part
or component is returned to Voiceware Systems. Before returning anything
to Voiceware Systems, always call Technical Support
and open a trouble ticket. This allows us to track the returned item once
it arrives at our facility. Damage occurring during shipping for any
reason is the sole responsibility of the sender. Voiceware Systems
recommends insuring your shipment for its replacement value.
Call Voiceware Systems Technical Support
at +1.561.803.5500
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