Welcome to the Aastra Intecom™ Customer Support page. Our team of experts stands ready to assist with every aspect of your communications technology installation and maintenance. Our single goal is to help you utilize your telecom equipment and applications to its fullest potential for your specific business needs.
We know that with Aastra Intecom solutions such as Pointspan® and Centergy® our customers are capable of providing world-class customer service and we want to ensure they meet that goal. We provide support on all Aastra Intecom products and are trained on all our OEM vendor products. Whether a customer requires on-site support, remote assistance, or a combination, we’ll be there every step of the way.
Professional Support Services Offerings:
- Project Management & Implementations
- Customer Support Center
- Field Services
- Engineering Services
- Technical Training
- Technical Publications
Project Management & Implementations
Not every company has a dedicated, certified Project Manager on staff for their communications, and hiring one may simply not be feasible, that’s why we are here to help. Companies hire our PMP-Certified project management staff to keep their implementation projects running smoothly. Projects are on time, on budget, with the appropriate processes for change management. Most importantly, communication paths are kept open and everything gets documented.
Aastra Intecom Project Management and Implementations services provides:
- A well-defined, proven process for completing projects on time and within budget.
- Product experts who can manage the entire project from design, to implementation to training.
- A dedicated and central coordination point within Aastra Intecom, to/from the reseller partner, to/from the customer, to/from other vendors
- Sound documentation of all efforts, including reporting/communications, Scopes of Work, project change control, financial budgets.
Customer Support Center
The Customer Support Center (CSC) is the nerve center of Aastra Intecom’s customer service organization. Average tenure is over 11 years and each engineer is required to achieve a minimum of 280 hours of training on the products. Many of our CSC staff are MCSE/CCNA Certified making them more than capable of trouble-shooting any network or application issues that may arise.
Aastra Intecom CSC provides:
- Live customer service 24 hours a day/365 days a year
- Efficient skills-based call routing
- Registering, tracking and reporting of Trouble Action Logs
- Direct site interface to diagnose and solve problems before they impact performance
- Management Alert Reports
- Disaster Recovery Coordination*
* Contact your Operations or Account Manager for your copy of Aastra Intecom’s Disaster Recovery Plan.
Field Services
Our Field Services provides critical hands-on support. The Customer Service Technician becomes familiar with your particular environment and specific needs and functions as not only a company advocate, but also an important member of your team.
Aastra Intecom Field Services provides:
- A liaison between your company and Aastra Intecom technical and operational departments
- An internal advocate to escalate issues within Aastra Intecom
- Consistent, long-term support through regularly scheduled site visits or conference calls
- Coordination with Project Management to confirm installation dates, equipment on-site dates and CSC resource availability
Engineering Services
Engineering Services provides solutions for customer-driven initiatives. If your business has an unusual circumstance or unique environment that requires some customization of your technology investment, Aastra Intecom’s Engineering Services (ES) can assist you.
Aastra Intecom Engineering Services can provide any combination of:
- Customized enhancements of core product lines
- Application development
- Integration of third-party products
- Validation of technology interoperability
- Testing and consulting services
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