Overview

For businesses whose voice services are paramount, the Fountainhead Voice Rack Assured Service Program is an ideal, comprehensive solution.

This agreement guarantees that a qualified engineer will be available to assist you with priority on site assistance for any hardware replacement if needed so that downtime is kept to a absolute minimum. Clients who utilize this service also enjoy telephone and online support as well as access to the Fountainhead trouble ticketing portal. This allows you to open and monitor your own support tickets.

The Service

On Site

A Fountainhead technician will be on site to assist with any type of troubleshooting and repair up to full server advanced replacement should it be necessary. We provide exceptional on site support for our clients for a few simple reasons:

  • Because our technicians routinely back up your we can restore your system to a recent configuration quickly, even if the entire system hardware has to be replaced.
  • Additionally, all Fountainhead voice servers are built with the same parts and specifications and Fountainhead keeps replacement servers in stock. This means that in the unlikely event that a server of any part of the

server would need to be replaced, our technicians have a quick and easy restore process which in turn minimizes any client downtime.

User and Admin Support

The everyday life of any business is fluid. New employees are hired, workers move locations, promotions are awarded; the list goes on and on. With our user and admin support, you can make changes to your system quickly and easily to reflect any change in the life of your business.

We also recognize that in the course of a day, you may not have time to speak live with a support person, and that a quick e mail description of the need is more convenient. Our ASP gives you direct access to our online support ticketing portal which puts the control your hands to open a request that’s answered and worked by a Fountainhead support engineer.

Software Upgrades

Whenever available and needed, all system software is upgraded as part of your ASP agreement.