SERVICES

WARRANTY SERVICES 

The company has established warranty conditions for its products,
which include troubleshooting system malfunctions, repairing and
replacing hardware components, computer peripherals, and
software programs listed by the company, as it serves as the supplier
and installer. This warranty also encompasses the assurance
of service quality.

The scope of operations is as follows:

  • Service for troubleshooting system malfunctions or defects in
    equipment according to the standard terms and conditions
    of the Service Level Agreement (SLA). 
               - On-Call Support 
               - Live Chat Support 
               - Remote Support (Team Viewer)
               - On-Site Support
  • Service for repairing/replacing damaged or deteriorated equipment
    due to usage.
  • Service for preparing maintenance and issue resolution reports.
  • Service for receiving problem notifications and providing consultation
    for resolving system usage issues.

       MAINTENANCE SERVICES
 
      (After the Warranty Expires)

        The Scoop of Work:

  • Onsite maintenance 3 times per year
  • Remote maintenance 3 times per year
    - Program checking and system maintenance
    - Backup log file, error and report program
    - System adjustment for highest productivity
  • Solutions for technical problems (SLA)
  • Repairing damaged equipment
    (Including equipment that must change)
  • Temporary use of hardware spare parts in case problems
  • Backup and configure program in case
    of system relocation or system migration
  • Service Report
  • Tech Support (SLA)
    - 24/7 On-Call & Remote & Web Helpdesk Support
    - 8X5 On-Site Support (5 Working Days, Working Hours)
    (Working Days/Hours Mon-Fri 9:00 AM -18:00 PM)
   Voicetel Maintenance Service

 

TECHNICAL SERVICES

  • On-Site Service for system diagnosis and troubleshooting.
  • Remote Support Service for system diagnosis and issue resolution.
  • Consultation and problem resolution service for telephone system.
  • Software program upgrade service to the latest version.
  • Equipment upgrade service to enhance system efficiency.
  • System expansion service to accommodate increased usage
    (e.g., expanding lines/users/agents).
  • New program installation and setup at the system installation point
    (Installed Program & Setup Services).
  • Modification and configuration of various program settings.
  • IVR program adjustment service from the system's standard program.
  • Statistical report system program adjustment service from the
    standard program.
  • Equipment relocation service with system installation at new locations.
  • Migration service from the old system to a new system (System Migration).
  • Replacement/installation of equipment parts when repair is not feasible.
  • Repair service for damaged or malfunctioning equipment or parts.
  • Backup equipment service during the repair period if repairs cannot be
    completed within the specified time.
  • User/Admin Training service with the creation of manuals.

 CONTENT SERVICES

  • Designing the workflow structure of PBX/CTI system
  • Designing and scripting speech for PBX/CTI system
  • Modifying/altering menu structures in PBX/CTI system
  • Producing narrated voice recordings with mixed background music
    (Voice Record & Sound Mix)
  • Data import service into the system at the installation site (Onsite Setup)
  • Remote data import service into the system (Remote Setup)
 

With a commitment to creating customer satisfaction, the company continues to focus on developing the capabilities of its personnel, improving operational efficiency, delivering high-quality products, and staying at the forefront of continuous system development. Additionally, the company is dedicated to maintaining the highest quality in customer service to ensure ongoing excellence.

 
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