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Technical Support Center Profile
Overview
Voipack Corporation provides customer with abundant, complete and flexible
technical supports. Voipack Corporation has full-time technical support engineers
who have profound understanding for Voipack software and hardware, VoIP
solutions and VoIP industry. They offer technical supports to customers by E-mail,
telephone or MSN. Voipack engineers also provide remote services for customers
when necessary. In the event of upgrading or version patching, Voipack's technical
support engineers may operate remotely to handle the problems that are difficult to
deliver or solve. Voipack's goal is to solve customer's problem, protect customer's
investment and share customer's concerns to grantee continuous, reliable and
effective running of customer's business.
Management
Voipack Corporation has an independent and well-organized technical support
center, which has experienced engineers, advanced communication tools and full
network laboratories. The technical support center belongs to Customer Service
Department which is the headquarters of customer related services.
Customer Services are delivered by following procedures: Customer representatives
forward the problems raised by customers to responsible department or responsible
persons and arrange engineers to handle the problem. This reduces response time
to customer's problem, helps to establish a complete customer archives for technical
support system and makes it easier to get useful leads to trace, review and analyze
customer's problem.
Features
Voipack Corporation provides 7×24 service (as the case may be)With complete
standard operation procedures and technical support engineers of high capabilities,
Voipack provides total technical support including fault analysis & troubleshooting
and technical consultation.
Voipack establishes personal archives for each customer, and the customer may at
any time view fault analysis statistics, customer feedback, FAQ and other documents
via web. Voipack’s experienced technical support engineers provide person-to-
person service for VIP customers. Customer's documents are stored and managed
by unified online management system.
Voipack offers the following services nation wide: software and hardware
installation, technical training, extension of technical support period, license
upgrading.
Customers
The customers who enter into procurement contract with Voipack shall enjoy the
after sales service and technical support provided by Voipack as stipulated by the
Service Level Agreement (SLA).
When the service period expires, the customer may purchase particular services to
enjoy the continuous technical support from Voipack.
