Support
At Telstra iVision we take support seriously. All customers receive a high base standard of care delivered in Australia.
Real technical support
You can call our Australian-based technical support staff 24 hours a day, seven days a week. We give you our word that our calls will be answered by a live member of staff, not by a series of voice recognition questions. We also promise that every call will be answered in twenty seconds or less.
Unlimited business support
If you have any business-related questions you can call our Australian service desk between 8am to 6pm EST throughout the entirety of your relationship with Telstra iVision.
Monitoring, upgrades and repairs
You’ll find it reassuring to know:
- You have access to the replacement/repair of manufacturers’ parts for the term of your agreement with us
- We will supply you with software updates and upgrades as they become available from the manufacturer and provide remote software upgrades where possible
- You can access our testing facilities around the clock
- We are monitoring your business video network 24/7
- We carry backup equipment and will replace the hardware and have it fixed via the manufacturer on your behalf so that way your conference still goes ahead on schedule.
Three types of service level agreements
You can choose to receive the level of support that best suits your needs:
- Service desk: enjoy a single point of contact for all function-based services.
- Managed services (basic): receive fully comprehensive reactive support including service desk, onsite engineers and asset management.
- Managed services (advanced): access a range of proactive managed services such as concierge services, bridging services, training services and event management.