|
ActionLine™ service is a contracted service that provides access to Veraz's highly skilled expert support team to answer queries and, if needed, to diagnose and isolate any possible problem quickly and effectively, whether hardware or software related. ActionLine™ service provides technical support and product information, all based on a committed response time model that meets the highest quality standards.
During normal local business days and hours, Monday to Friday, 9am - 5pm (local time) or Sunday to Thursday Israeli time, Veraz's provides telephone technical support for queries and requests for assistance with respect to all the contracted equipment.
More than 80% of calls to our Customer Support Center (CSC) are immediately transferred to one of our team of expert support engineers for attention. In all other cases, technical discussion will commence within four hours from the call request.
This is an extended service to the basic ActionLine™ that extends the normal business hours period to twenty-four hours per day seven days a week. The response time is within five minutes, and commencement of technical discussion is within thirty minutes.
Veraz operates an escalation process to ensure that severe issues affecting the contracted equipment are addressed in a timely manner. Our globally implemented Customer Relations Management (CRM) system assists our expert support team by being able to deliver any case to the appropriate department and manage it to a successful resolution. It insures that all necessary resources are made available to meet our response time objectives and automatically escalates protracted cases for attention by senior management. Should such escalation come into effect, Veraz will take measures to ensure that the customer is aware of the progress and status of the issue concerned.
The case is only closed when satisfactory resolution has been provided.
One call to our ActionLine™ expert is all it takes to effect the Remote Diagnosis service. The expert will connect to the Customer Management System in order to better analyze any desired issue and provide a solution. If deemed necessary, Veraz will recommend various actions to be taken in order to rectify the problem. Such actions may be hardware repair, software repair or on-site visit to the site. Remote Diagnosis may be available upon applicability of Veraz's equipment and the customer's network.
Veraz offers a range of Hardware Repair services to provide a cost-effective solution to customer's support needs. These services range from a Basic Hardware Repair to extended Advanced Replacement (AR).
Following submission of a formal part repair service request form from the customer, Veraz will issue a Return Material Authorization (RMA) number and will coordinate the repair of the faulty part in a turn around time of (for at least 95% of the cases) 30 business days from the time that the faulty part arrives at Veraz until it is shipped back to the customer.
|