Verscom Solutions is well aware of the fact that any effective solution needs to backed up effective support service and a service/solution/product is only as good as the support organization that stands behind it. In an area as critical and sensitive as communications, our clients expect fast, tailored and high-quality support service. As an engineering-excellence organization, Verscom Solutions is well-positioned to provide a comprehensive support strategy fully consistent with the needs and requirements of customers in all geographic markets.

Verscom Solutions maintains a high-touch technical support and maintenance model, enabled by a team of experienced Level I – Level III engineering team. Customer support processes and procedures of support team are developed in compliance to ITIL standards. And in parallel support organization’s total operational performance is continuously assured under the scope of a Continuous Quality Improvement Model. Highly skilled engineering team is available to offer technology solutions, answer questions, troubleshoot problems, and assist with maintenance activities that will enable your network to operate at expected performance levels and with maximum uptime.

Key deliverables of Verscom Solutions’ enhanced support services are:

Technical Assistance Center (TAC)

24x7x365 access to TAC for incident reporting through telephone or web interfaces; telephone support.

Software Support

Our Software Support services help ensure that your software is kept up-to-date through timely updates and upgrades:

Software Updates - Regular, and periodic updates such as bug fixes and minor enhancements to the software or interim maintenance patches for mission-critical faults in your network.

Software Upgrades - This service gives you access to major software releases that include new features and functions, ensuring you have the latest application capabilities.

Hardware Repair & Replacement Services

We offer a range of services that can be custom tailored to fit your needs:

• Next-business-day advance hardware replacement
  
• Spares management
  
• Return material authorization (RMA) processing
  
  

Verscom Solutions enhanced support services offer the unique benefits of:

• 7x24x365 Technical Assistance Center within your regional time zone
  
• ITIL-based Service Desk application with self-care interfaces for our clients to:
  - Submit trouble tickets
  - Review status of existing tickets
  - Escalate their open tickets
  
• Automatic escalations
  
• Worldwide committed response times