Three factors to consider when thinking about your VoIP media gateway vendor's support

Three factors to consider when thinking about your VoIP media gateway vendor's support

 

Technical support is an important factor to consider when choosing a VoIP media gateway vendor. You need to know that your network is supported by qualified professionals who are ready to help you in your moment of need.

Ask yourself these three questions:

  1. When I call my vendor for support, will I get the support that I need?
  2. Will my vendor be available to support me when I need them?
  3. How much am I paying for support and do I need it?

Since TelcoBridges is lauded as having one of the industry's best support programs: TB-Support, let’s find out how TelcoBridges answers these questions?

When I call my vendor will I get the support that I need?

When you call for support it is because you need help, and you need to speak to a qualified support person. Nothing could be worse than finding out you know more about the product than the support person you are speaking to.

When you call TB-Support you will talk with Nicole, Candy, Luc, Lucas, Martin, or one of our other experts. They are our team of product trainers, and product specialists dedicated to our customer's success. Each one is a highly trained specialist on our gateways and a trainer in our TB Academy technical program.

Will my vendor be available to support me when I need them?

A call for support can occur at any time of the day or night. It can occur during the week, on weekends, and even during the holiday period. When you make a support call, you need to know that your vendor is available to help you.  When you call your vendor for support you need assistance immediately and you cannot wait until the next business day.

Make sure your VoIP Gateway vendor offers 24 hours-a-day 7 days-a-week support. At TelcoBridges we make sure that you are always covered, 24/7. Between our offices in Hong Kong and Montreal you can count us to always be there when you need us.

How much am I paying for support and do I need it?

Other vendors will often add support as a mandatory auto-include with the sale of a gateway. Some even charge a recurring flat fees based on a percentage of the value of the equipment sold (20% of the value of the equipment… yearly!) plus additional fees for advanced hardware replacement, and additional fees for installation.  These fees are payable whether you use them or not.

At TelcoBridges, we do things differently.  If you are an industry veteran, chances are your support needs will be different than an industry newcomer. As a veteran, your years of experience should be an asset, not a penalty. As such, you should not be penalised by having to pay for support that you won't use. "Customers should only pay for the support that they use", this is our mantra, and our TB support program is built with this in mind. TB Support provides full access to fast and effective customer support for newcomers and veterans alike, while only charging for the support that is actually used; no strings attached, and no reoccurring fees.

 

The TelcoBridges TB Support program is the best in the industry.

We provide complete 24/7 coverage by our trained product support specialists. We offer this service in a fairly priced package. One in which you only pay for what you use.

For TelcoBridges, the purpose of providing support is to ensure that our customers are getting the maximum out of our products, making them more competitive, and thus more successful. We understand that our customers' success is our success as well.

 

TelcoBridges Support Team:

Photo of Luc Morissette TelcoBridges Director of Technical Support 

 

Luc Morrisette

TB Academy Trainer

Director Technical Support

Support Engineer

Photo Lucas Trottier SUport Engineer   

Lucas Trottier

TB Academy Trainer

Support Engineer

 

Photo Candy Chan TelcoBridges Field Application Engineer  

Candy Chan

TB Academy Trainer

Field Application Engineer

 

Photo of Nicole Tan TelcoBridges Senior Technical Support 

Nicole Tan

TB Academy Trainer

Senior Technical Support

 

Photo of Martin Provencher TelcoBridges Software Developer 

Martin Provencher

TB Academy Trainer

Software Developer