ViaCare Support Services
At Via, helping our customers achieve the maximum benefit from their investments in their Unified Communications solution is at the core of our business practice. Most Unified Communications solutions involve multiple vendor integrations, this can provide a challenge for customers. Via's support teams have over 11 years of experience in multi-vendor UC solutions.
ViaCare Support Contracts are a cost-effective way to maximize your investment in Microsoft Technologies. You will have peace of mind knowing that when problems occur they will be corrected rapidly and without further cost to your business. ViaCare support contracts (Help Desk and Premium) are designed to fit every customers budget.
Via Support Solutions
- Annual Support Agreements
- Multi-Vendor Support
- Per Incident Packages
- Hardware Post-Warranty
- Remote Monitoring
- System Reports
- Service Level Agreements
ViaCare HelpDesk
ViaCare Basic support contracts provide support services on a per incident basis. ViaCare Basic has an annual fee and 10, 15 or 25 incident packages.
- Help Desk hours 7 AM – 7 PM CST
- Problem isolation for primary maintenance provider
- Server troubleshooting and resolution
- Desktop integration troubleshooting and resolution
- Configuration of user features
- Backup support for internal help desk and admin teams
- Interpretation of System Alarms and Resolution
- Administrative and End-User Training
ViaCare Premium
ViaCare Premium support contracts offer our most comprehensive options available. Whether you need support for Office Communications Server or Exchange Unified Messaging we have an offering to meet your needs. ViaCare premium includes Unlimited Incidents, Service Level Agreement, and Multi-Vendor options.
Our premium support offering includes the HelpDesk items, plus
- Help Desk hours 24 x 7
- Service Level Agreement
- Complete problem resolution on all supported systems
- Remote installation support for updates or upgrades
- Onsite support when required
- 10% discount on professional services
- Remote Monitoring option
- Multi-Vendor support option (Avaya, Nortel, Cisco, Etc)
