Customer Self-Support
Teleostec can provide training to staff or users who are responsible for the wireless service on-site. The aim is to provide instruction on how to use the system and how to resolve simple queries. This will also include easy-to-follow Support Cards which show how to use the service and how to follow some simple fault finding steps.
Round the Clock Monitoring
We also include automatic secure remote 24/7 monitoring of your system from our Network Operations Centre to allow proactive support.
Telephone Support
Telephone Support includes an unlimited number of calls (subject to fair usage policy). If required, calls will be escalated by the call desk to the technical support team who will endeavour to respond and resolve the fault within 4 hours, during the hours of support coverage. If necessary, calls will be escalated to a 3rd party such as the broadband provider to resolve a fault.
Engineer Call-Out
An Engineer Call-Out service will be provided to cover faulty system components on-site. A call-out will be initiated only through the Telephone Support. It includes an unlimited number of call-outs (subject to fair usage policy). The engineer will endeavour to visit the site within 2 working days of the fault being escalated by Telephone Support. Once initiated, an engineer will visit site and either resolve the fault or replace faulty items.
Support Options
Option 1: Standard 12 Months + Support Cover
- customer help desk: 8am to 5pm - working weekdays
- technical support: 8am to 5pm - working weekdays
Option 2: Extended 12Months + Support Cover
- customer help desk: 8am to 8pm - working weekdays, 9am to 5pm - weekends
- technical support: 8am to 5pm - working weekdays
Option 3: Extended 24/7 12 Months + Support Cover
- customer help desk: 24/7 everyday
- technical support: 8am to 5pm - working weekdays
All the above includes automatic remote secure 24/7 monitoring of your system. More hours can be added if required. Term can be extended if required. Subject to fair usage policy, technical support calls will be measured in 15 minute increments.