Customer Support Services

 

customer-support-icon.png

 

LET US PUT TOGETHER A FULLY CUSTOMIZED IT SUPPORT PLAN FOR YOUR COMPANY

 

Whether you're in need of co-managed solutions, or if your business requires fully-managed support, Splice will design a custom plan that is tailored to your specific requirements. We will run a complete assessment, factoring in your existing infrastructure, IT budget, and future network expansion plans.

 

Branded Customer Support | Dedicated Support Technicians | Onshore and Offshore Capabilities | Robust Incident Ticketing

BRANDED LEVEL 1 PRODUCT AND SERVICE SUPPORT

 
Companies realize the high costs associated with operating an “in-house” support and service solution, so rather than tie-up valuable resources and build out an expensive network infrastructure, partner with Splice for a customized support solution for your business.
 

TIER 1 SUPPORT

 

  • Understanding environment variables and narrow down on the trouble points
  • Handle configuration, installation set up, how to, non-critical issues
  • Performing simulation checks 
  • Check knowledge base for a permanent/standby solution
  • Focus on customer satisfaction
  • Document all communication with customer in the CRM

CUSTOMER BENEFITS

 

  • Achieve the highest level of quality of support by leveraging our expertise  and infrastructure
  • Increased ability to customize and change support requirements as required
  • Dramatically reduce the monthly cost of supporting your customers
  • Minimize distraction of managing a customer support operation
  • Service level agreements and accountability
  • Detailed reporting and incident tracking

LEARN MORE

monitor_check.pngAll training, management and infrastructure upgrades and costs are included in our services. 

 

monitor_throttle@1x.pngAll components of our support service are 100% customizable based on our client’s requirements.

BrandedTier1CustomerSupportDatasheet.jpg

 

Partner with Splice to achieve the customized support solution for your business.

 

 

Download          → 

Customer Support

DEDICATED SUPPORT TECHNICIANS

 

Splice technicians are highly trained with the required skill-sets and certifications to support your wide-array of products and services.

 

Services include

  • Fully branded solution to support your customers
  • Branded phone, email and chat support
  • U.S. based support facility
  • 24 x 7 x 365 coverage 
  • Complete support infrastructure including ticketing system & knowledgebase
  • Customized escalation process based on your service and customer requirements

 

 

Technology Support Process

 

Technology Support Process

ONSHORE AND OFFSHORE CAPABILITIES

 
Splice provides 24x7x365 on-site support  to quickly address  critical equipment or network issues that require hands-on technical support. For most sites in the US, Canada, and around the globe, our standard SLA for emergency service is 4 hours. Issues will always be addressed according to the specific procedures and protocols that your company requires.

 Benefits include

  • Level 1/2 Customer Care Support
  • Product Services and initial triage support
  • Automated Support

     

 Onshore and Offshore

Escalation and Incident Ticket Management Support
Services are available both in the U.S. (On Shore) and in India and the Philippines (Off Shore) .

Incident Ticketing and Reporting

ROBUST INCIDENT TICKETING AND REPORTING 

 

Open a trouble ticket in seconds. Requesting a service ticket is quick and easy - Simply call, email, or open a trouble ticket online.

Splice provides a robust Incident ticketing and reporting platform and can also integrate with your existing ticketing platform.

Count on quick resolution. Each service ticket is classified according to issue type—Classifications range from Priority 1 to Priority 4. Target resolution time is 4, 8, 12, or 24 hours, according to issue classification.

Interested in speaking with someone on our team or meeting with us?