Customer Support Overview
At AmberNet Technologies our goal is to deliver solutions that meet or exceed established standards of performance and quality to help our customers achieve their business objectives. Pursuant to this goal, we have designed and implemented a Global Customer Support (GCS) program that offers several levels of support, enabling customers to select the level that is best tailored to their individual needs and requirements.
Commitment to Excellence
AmberNet GCS is dedicated to helping customers achieve success not only by responding to the challenges that they face today, but also taking advantage of opportunities to help them stay ahead of the competition in a dynamic marketplace. Whether a company is implementing our software for the first time, testing new products, integrating its systems with our products, or upgrading existing products, GCS is committed to supporting customers’ and partners’ application needs through all phases of implementation and day-to-day use.
Product & Solutions Portfolio
This service description covers the delivery of GCS services for the following products and solutions:
- IP Resource Manager (IPRM)
- OSS/BSS Solutions
Hours of Coverage
GCS provides services to customers during the hours of coverage as determined by the customer’s Support & Maintenance Agreement. Generally, this coverage period is from 8:00 a.m. to 5:00 p.m, excluding Ambernet observed holidays, unless specified otherwise in the Support & Maintenance Agreement.
After Hours Coverage
Any GCS services requested and agreed to be provided outside of the hours of coverage stated in the customer’s Support & Maintenance Agreement will be charged. An Extended Service offering is available as described in the GCS Service offerings section.
On-site services for problem resolution are provided at AmberNet’s discretion if deemed necessary to resolve a product defect and/or on a Time and Materials basis if requested by the customer. A formal quotation and agreement shall be arranged prior to commencement of any requested travel to the customer’s site.
Contacting Global Customer Support
|+1-888-300-6147, Option 2||CloudTruOps.Support@ambernettech.com||ftp.ambernettech.com||CloudTruOps|
|+1-888-300-6147, Option 2||Iprm.Support@ambernettech.com||ftp.ambernettech.com||IPRM|
|+1-888-300-6147, Option 2||OSS.Support@ambernettech.com||ftp.ambernettech.com||OSS/BSS|
Global Customer Support Service Offerings
|Global Customer Support Offerings||Help Desk|
|Unlimited Issue Submission|
|Shared Account Mgmt.|
|Access via Web, Email, Phone|
|Client-Specific Report of Open Issues|
|Customer Primary Contacts|
|Monday-Friday Ambernet business hours unless defined in contract|
|Optional Services||24 X 7 for Sev 1 Issues|
|Dedicated Technical Support Analyst|
For more information pertaining to GCS, including issue escalation & management process and the various terms/policies and conditions governing your support contract, please refer to you Support & Maintenance Agreement.