We provide extended services on top of the standard vendor warranty support to ensure fast problem resolution and improved customer satisfaction. The extended support includes:
- Fast Expert Support. All requests are directed to Telelink's Customer Service Center.
- Multilingual Support. Bulgarian and English speaking support engineers.
- 24x7x365 Availability. Coverage of all time zones.
- Remote Localization of Faults. Faults can be localized remotely through the usage of state-of-the-art systems.
- Faults Resolutions. Resulting from equipment manufacturing defects or features inconsistency.
- L3 Escalation to Vendor Support. If the faults cannot be resolved within the agreed SLA.
- Rapid Hardware Replacement. Flexible hardware replacement options, including 2-hour, 4-hour, and next-business day (NBD) advance replacement.
- Ongoing Operating System and Firmware Updates. Covered by the customer's purchased license set and software subscription.
- Onsite Support Option. A certified Telelink field engineer will travel to your location to replace failed hardware under the optional on-site support.
- Incident Management. The customer receives access to incident tracking tool.