Great Service Requires a Partnership
Service submission
- Use our service form or service email address.
- If you are not sure what the problem is, describe what you are sure it is NOT.
- Call us and reach a human for emergencies. Get a ticket number.
We use the "6 step troubleshooting" plan and so does Microsoft, Cisco, US Navy...
We develop many custom telecom solutions for large and small businesses, and goverment agencies. Many systems use parts from multiple vendors with each vendor connecting to another vendor. Thus, we have adopted a US Navy based repair process to maintain our mission of "Perfect Installs, Uncommon Reliability"
- Changed - What systems changed and when. What exactly are you experiencing ?
- Clarify - Witness issue first hand. Document the system in words or diagram.
- List - List probable faults and agree what is not the problem. Divide and conquer.
*** DO NOT PASS THIS LINE UNTIL ALL VENDORS AGREE UPON THE ABOVE ***
- Localize - Eliminate from the above list.
- Fix it - Get it running. Yet, it's not fixed for good.
- Failure analysis - Fix for good by finding and correcting the root cause to the failures. We replaced the blown fuse but why did it blow in the first place?
RECEIPT: Get a service ticket number
- Expect an immediate automated receipt from our web form.
- When the ticket is open, you get a live link to a technically scrubbed version of your request.
- This live link always pulls an updated copy of the ticket so you may track progress on your request.
- Call us and reach a human for emergencies. Get a ticket number.
REVIEW REPAIR: Please review your closed service ticket emails
- When we close a ticket, our systems emails the primary contact with a link to the closed ticket.
- You are asked to review the ticket and comment on our service levels.
Our primary contact with your company must ...
- be in the office with few outside appointments during the first week of new system install.
- be the source of service request and the person who reviews and signs our tickets.
- complete system training. We may test you to insure you understand your Infotel System.
- review, and have on electronic file, any system guides. You are the librarian for your company.
- understand, and be able to report, state of all system status lights.
- know the location, and have 24/7 access to, your circuit breakers, carrier voice & data interface, and Infotel Systems equipment.
- have their cell phone on file with us.
- know basic trouble reporting procedures.
- maintain a service request list for other users needs.
- discuss system monitoring options.
