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| IF YOU |
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| 1-800-450-5450, extension 1 |
| or email us at support@synrevoice.com |
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| Hours |
SynreVoice offers our customers 24-hour access to technical support
service. Between 8:00 a.m. and 6:00 p.m. Eastern Time, calls to our
helpdesk are answered by our Customer Care Coordinators. Outside of
these hours, you can leave a message in our technical support voice
mailbox. Your message will be delivered to stand-by support staff who
will respond to your message.
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| Service Repuest Tracking and Escalation |
SynreVoice Technical Support operates with a set of structured tracking and problem escalation procedures for the resolution of outstanding customer service requests. These include monitoring of the elapsed time since a customer request is received. Depending on the severity level of the reported problem, escalation action will be taken if the problem is not resolved according to a certain time frame. Escalation actions include the reporting of such problem incidents to successively higher ranking SynreVoice personnel and keeping the customer informed on the remedial actions being undertaken and the expected resolution time.
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| ------- ANNUAL SUPPORT & MAINTENANCE PROGRAM ------------------------------------- |
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| Unlimited Priority Technical Support Service |
Subscription to an annual support and maintenance program entitles your school or district to priority support service ahead of non-subscribing users. From 8:00 a.m. to 6:00 p.m. Eastern Time, Monday through Friday, holidays excepted, we guarantee that our technical support staff will respond to non-emergency customer requests within 2 working hours after receiving your call. There is no limit to the amount of telephone support time subscribers can get from us. Whenever you have any question or problems, just call us and we will help you. On-site support is also available at extra cost to cover the time and expenses that we incur going to your office. However, in all but the very exceptional cases, on-site service is not necessary.
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| Advance Replacement for Failed Hardware and Free Repair |
In the event of a failure of the telephony hardware, customers subscribing to an annual support and maintenance program are entitled to receive an advance replacement for the failed component to minimize their system down time. SynreVoice will repair the failed hardware completely free of charge.
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| Receive On-Going Improvement to the Software |
Subscription to an annual support and maintenance program also entitles the subscribers to receive new versions of SchoolConnects software free of charge. We target one major release a year to help keep our customers current with new functions and features of SchoolConnects.
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| Other Benefits |
There are additional benefits for subscribing to an annual support and maintenance program in the form of discounts for attending user conferences, SynreVoice professional consulting services, etc.
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| Satisfaction Guaranteed |
Subscription to a support and maintenance program will give you peace of mind. It provides the insurance that no matter what happens to the SchoolConnects software or telephony voice processing hardware, you will be able to get the system up and running again very quickly and without having to incur any cost for our support service or hardware repair and replacement. To ensure that all subscribers are indeed using SchoolConnects without any problems and deriving maximum benefits from its use, our Customer Care Team proactively calls all subscribers throughout the year. If for whatever reason you are not satisfied with the program, we will refund to you the unused portion of the subscription fee on a pro-rata basis.
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