We ensure that your network, server and cloud based infrastructure are constantly monitored using your preferred tools and that all alerts are responded to according to our defined SLA and SLOs.
We understand that network quality is very important to the experience of your customers and we know that analysis of the historical performance of utilization of PRI trunks, SIP trunk activity, number of registered phones, Packet loss, latency and jitter all go towards making strategic decisions about vendors and products.
It is absolutely essential that we don’t hear from the customer first when our network or servers are down, rather it is critical that any unforseen outage is managed from a customer perspective and according to agreed escalation paths, policies and procedures and technically we perform fault isolation and resolution in a methodical, thorough manner.
We understand that you may have your own SLAs with customers as such we sign contracts and maintain SLAs with our customers so that their Backoffice at Onewood delivers accordingly.
We seamlessly integrate with your teams and provide out of hours service in which we alert using variety of channels including SMS and where require calling the individuals to make sure the issue is fixed.
After every issue we supply our assigned account managers full report on the alerts, our suggestions on preventing them in future, followed by a regular weekly or monthly report as per the contract.
Looking to lower VoIP support costs and improve your VoIP user satisfaction score?