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TelC Call & Contact Center
TelC Multimedia Call Center

Support

Support Services

Due to the nature of the operation and the sensitivity of the telephone and call centers that are constantly receiving and sending the call, its optimal performance at critical moments and high traffic loads is considered vital. Hence, the use of support services and services will be necessary because the telephone systems, in addition to their functionality with other systems and devices such as CRM, telephone lines, router gateways and more. . . Will be involved.
Dear customers, Telc's customer satisfaction can be tailored to the needs and sensitivity of the subject to choose the level of support services they need and to use online services and support services for this suite.

SLA of services

No. Service description
0 Bronze
Level

1 Silver
Level

2 Gold
Level

3 Diamond
Level
1 Maximum time for solving the problem in absentia during work hours 4 3 2 1
2 Maximum time for solving the problem in person during work hours 16 8 4 1
3
 
At the very least, the problem is fixed indefinitely outside the working hours
No 6 3 2
4 Maximum time for solving the problem in person outside of the working hours No 16 12 8
5 Periodic control Every 6 months Every 3 months Every month Every week
6 Backup the system settings Every 6 months Every 3 months Every month Every week
7 Software redundancy No No Yes Yes
8 Hardware redundancy No No Yes Yes
9 Reboot the system at the time of the Disaster Recovery after the hardware has been released 96 48 12 8
10 Free Service Fee per Month (Unstable Problems) No No 4 8
11 Number of employees based on organization 0 0 0 1
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Address : First Floor, No 5, Delbasteh Alley, Near Simorgh Hotel, Valiasr St, Tehran, Iran
Tel : 84373000 Fax : 84373999 Postal Code : 15117-34634
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