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Streamline Support Service

 

Streamline Support

All of us at Communicado want to keep your communications projects and services on track. To help us serve you at the highest possible levels, we have a few guidelines and policies, so please take a look and familiarize yourself with the basics.

First of all, we distribute our products both directly and through a network of highly qualified solution partners. In order to bring you consistent, high-quality service, all customers are required to provide remote access to the Host PC/Server running Communicado software. To make this easier, we've embedded permission-based remote administration functionality into our products.

Support Prerequisites

Communicado Technical Support provides three levels of support. We start by assigning a unique case number to each support call or e-mail and use that as a reference number for all follow-on calls or emails related to that case. You must have a maintenance contract before we can assign a case number to your request.

Most issues will fall into the first- or second-level support categories and can be resolved quickly by using information found in the Communicado Support site.

HOW TO CONTACT TECHNICAL SUPPORT

The Communicado Support website is available 24/7 and accessible by anyone with an Internet connection with no password or user account necessary. Please use this support web site as your first source for help as it contains an online knowledgebase of articles, documentation, FAQs and other problem-solving resources.

This web-based support resource provides the quickest solution to the most common technical support issues.

  • Email: support@communicado-inc.com
  • Telephone: (866) 489-8722 option 2
  • Hours of Operation: Standard Office Hours are Monday - Friday, 6:30 am to 5:30 pm Pacific Time (GMT-08:00)
  • Holiday Coverage: During national holidays, the Support department may be on a reduced or after-hours schedule.

REQUIRED INFORMATION

When submitting a request for support, please provide the following information to ensure that we respond as quickly as possible:

  • Company name, type of install and location
  • PBX manufacturer and model number
  • Technical contact's name, phone number and e-mail address
  • Brief description of the problem (in the e-mail subject line)
  • Case number if this is a continuation of an existing request (in the e-mail subject line)
  • Name and product version of any affected third-party application or hardware product
  • Detailed description of the problem, including any steps taken (Problem Priority Level)

How Requests are Logged and Tracked

For each specific technical support request, we create a technical support case and assign a case number to it. If you call with several different issues, we may create different case numbers to track each issue. Be sure to make a note of the case number and provide it on any subsequent contact regarding the case.

PRODUCT UPDATES

Product updates (bug fixes and patches) are available through the following methods:

  • E-mail Communicado Technical Support with a detailed description of the problem, including steps used to recreate the problem.
  • Product version upgrades are available only to customers who have a current support agreement and only issued, upon request, to the person who was identified as the technical contact in your partner agreement or maintenance contract.
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Response Time Practices

Response Times

Response times depend on the priority level assigned to your request. Please indicate your priority level when contacting Technical Support. When opening a case for you, Support will note the priority level to ensure proper response time. 

During Regular Business Hours

Cases are handled directly by the Communicado Technical Support staff. When you send a technical support request, you should have the appropriate system and product information available (see "Required Information").

Outside Regular Business Hours 

Requests for technical support outside regular business hours will be received by our support staff the next business day. The case will be established and prioritized based on the priority level submitted with the support request. In the case of priority levels 1 and 2, a Communicado Support engineer will contact you within four hours from the time the request was received.

Escalation Procedures 

Escalation procedures raise the visibility and importance of your problem within Communicado. We may, at our discretion, pass any case into the escalation process. In general, if you are not satisfied with a response from the technical support staff, you can request that the issue be escalated to the Manager of Technical Support or your local Sales Manager. Our systematic escalation process is intended to notify and brief various levels of management throughout the lifecycle of the technical issue.