| Support Program As the leader in packet based telephony, TollBridge Technologies has the skill and experience required to help you create high growth and profitable voice services. Complementing our best-in-class product portfolio is the VoiceCare Service and Support Program designed to help you provide the service quality your customers expect. IP telephony uses cutting-edge technology to enable services and features beyond those end-users have come to expect from a traditional POTS network. Our aim is to help you quickly achieve, and then maintain, toll-quality service levels. To this end, TollBridge offers a carrier class gateway and a single, premium level of support. TollBridge VoiceCare customer support is committed to: - No-fault attitude under Support Agreements
- One phone call to achieve issue containment
- Practical, real world experience customer seminars
- Experience based improvements in products and services
In addition, TollBridge helps you prepare to quickly deliver a carrier class solution. - TollBridge provides extensive training to ensure your staff is prepared to clarify and diagnose issues independently.
- With your permission, TollBridge Support has the ability to access your network for troubleshooting, as a backup to your Network Operations Center (NOC).
- Finally, the VoiceCare program is designed to integrate with your internal escalation and resolution processes.
- Product experts - are available 5am-5pm PT via Phone (888-561-7647 or 408-585-2198) or email (support@TollBridgetech.com), and 24x7 using Pager support. We are here to assist your NOC in problem determination and resolution, system setup and configuration. Should the need arise, TollBridge staff can provide on-site emergency assistance based on a mutual decision that a visit is the most expedient solution for issue closure. (We ask that you provide an open purchase order to cover charges if the primary cause is not due to TollBridge products. Charges are reduced as part of VoiceCare.)
- Issue escalation path - The same staff operates with "total responsibility" to ensure that high-priority issues are resolved in a timely and professional manner. Completing a Problem Determination Worksheet (PDW) beforehand accelerates resolution. No-fault support is offered for pre-authorized organizations / individuals. TollBridge will also work with other vendors / suppliers to get issues suitably resolved. We reserve the right to charge if substantial costs are incurred in working with third party vendors.
- Training seminars - are available at reduced cost to quickly prepare your staff on technical concepts, product specifics and tricks of the trade.
- Advance replacement - is provided to minimize (not eliminate) your on-site spares inventory. Replacement items are available within 48 hours in the US and 1 week Internationally. You will be billed if a suspect unit is not received within 30 days of the shipment date of its replacement.
- Software maintenance releases - To provide the highest quality product, TollBridge urges you to stay current. We support the current and one previous release of system software. Telephone support to assist with installation of maintenance releases or upgrades is available as part of VoiceCare.
- Closed loop reporting - Records are maintained of each case. Upon request, TollBridge can also monitor system performance and uptime. Periodic, fact based operational reviews are an effective means of driving improvement.
To guarantee the highest level of service, TollBridge uses the following table to classify service-affecting issues and response times. | Severity Level | Definition* | Response time during TollBridge business hours (5:00am-5:00pm PT) | Response time after TollBridge business hours (24x7 hrs) | | 1 | Gateway has no traffic carrying capacity or two or more modules are inoperable | 10 minutes | 30 minutes | | 2 | TB gateway is operating with impaired functionality or reduced capacity | 4 hours | Next business day | | 3 | Request for RMA - Return Material Authorization | Same business day | Next business day | | 4 | Request for functionality enhancement or information | 2 business days | 2 business days | | * To help us identify issue severity and resolve issues quickly, we ask that you complete the Problem Determination Worksheet before contacting TollBridge Technologies. |
In addition to the Support program, TollBridge offers additional services for a charge to assist in helping the customer deploy as easily as possible. - Installation - TollBridge can provide a qualified support engineer to install, configure and assist in making its products operational. Prior to installation, we ask that you have the equipment location suitably prepared and all ingress and egress connections qualified and available for use. (While not directly authorized to assist in configuring broadband connections or Class-5 port services, the installation engineer can make general recommendations.)
- VoiceCare Training Seminars - are training programs tailored for Cable, DSL or Wireless Service Providers. The seminars cover network design, operations and field engineering topics. The programs are available in 1, 2 or 3 day sessions and can be provided at either a TollBridge facility or at your site.
The basic warranty of hardware and software products is as follows. TollBridge requires that VoiceCare be purchased for the first year, except for the Integrated Access Device (IAD). - Hardware
- 1 year from shipment
- 30 days to repair, return or replace
- Replacement does not extend the warranty period
Should a discrepancy arise between this Data Sheet and the Support Agreement, the terms and conditions of the Support Agreement will take precedence. TollBridge reserves the right to change the contents of this data sheet or the support program without notice. TollBridge will not be responsible for any errors or omissions in any of the contents. |
