The Operitel Customer Support is designed to provide technical support services throughout the entire life of your Operitel application. The intent of the Customer Support is to provide our customers with the quality software support and services that they need to successfully use and manage the application.
End User Support (1st and 2nd Tier)
In order to provide a responsive, high quality, and cost effective support solution to end users, Operitel provides first-level basic help desk functions, which include initial call handling, call logging, assignment of call priority, queue placement, and escalation to second-level support as required. This level also includes initial problem diagnostic services for identifying problems and generic application faults, analysis, and if possible, problem resolution.
Second-level support will provide more detailed diagnostic services as well as any problem duplication for identifying complex problems, and application faults that cannot be resolved by the first-level support. Second-level support is also responsible for the application of any maintenance releases or end user-specific fixes that can be provided. Second-level support also provides interface assistance and escalation to third-level support as required.
Standard Operitel Operations Support (3rd and 4th Tier)
This standard support package provides your organization with access to authorized support during normal operating hours (7–7:00EST), five days a week (excluding federally recognized statutory holidays). The authorized support representative is available to help on those infrequent occasions when your Operitel application or one of its components is failing. The package also includes remote assistance when problems are identified, support for routine installations and usage questions, support for software updates and upgrades, minor maintenance releases, and bug fixes and patches, if required.
A web-based knowledge base and support site is also available 24/7/365 in order to log and track support requests to the Support Center. The support site also contains:
- Installation Guide.
- User Manual.
- Administrator Manual.
- Instructor Manual.
- E-Commerce Guide.