Customer Support Services
SMARTCALL customer services are designed to provide friendly helpful support to our call recording customers. Our skilled team of call recording engineers are able to respond quickly to customer issues and through remote diagnostics resolve issues in a timely manner. When you call us for support you will talk to an engineer who understands our call recording solutions and products, and who will do everything possible to give advice to help solve any problems.
SMARTCALL Customer Support Services are ISO 9004 certified and audited by BSI.
Customer Quote:
“It is not often I am so impressed by a supplier that I am compelled to put it in writing. However the response London Underground Telephone Services had when we asked SMARTCALL to help us commission the Network Control Centre at short notice demonstrated and exceptional level of service and customer care which we have not seen for some time”
Tim Lacey, Project Engineer, LUL IM Telephone Services
Customer Service Levels
SMARTCALL call recording customers can choose from a range of CoverGuard service levels designed to meet their unique business needs.
CoverGuard Service & Support provides a range of effective support options to ensure your SMARTCALL call recording system is operating at peak efficiency. We offer three variants of CoverGuard to ensure we can match your exact support requirements.
StandardGuard
Support is from 9.00am to 5.30pm, Monday to Friday, excluding U.K. public holidays. Response times for call recorder issues is 4 hours for major and 8 hours for minor support requests.
ExtraGuard
ExtraGuard has the same maintenance level as StandardGuard but with extended maintenance cover hours. There are 3 options:-
Bronze – 9.00am to 9.00pm, Monday to Saturday excluding UK public holidays.
Silver – 24 hour cover Monday to Friday, excluding public holidays.
Gold – 24 hour cover, 365 days of the year.
TailorGuard
This is an individual, bespoke support and maintenance service, tailored to meet the exact needs of your business. For example customers where call recording is “Mission Critical” may choose 365 day, 24 hour cover with guaranteed fix times.
SMARTCALL CoverGuard Response Time & Service Levels
Unless otherwise specified, maintenance response times fall into three categories: major, minor and request for assistance.
Major Faults
Defined as a telephone call recording ‘system down’ situation. Response is within four hours of being reported to, and logged with our Customer Support Desk.
Minor Faults
Defined as a single call recording user not getting service. Response is within eight hours of being reported to, and logged with the SMARTCALL Customer Support Desk.
We first aim to understand our customers business requirements and then provide a First Class Solution backed up by First Class Customer Services.
For information about our telephone call recording solutions or our customer services please contact our Call Recording Solutions Team on 01753 837714
Find out more about call recording solutions.