Spanlink TotalCare Support

Proactive Contact Center Support

Spanlink TotalCare is a proactive contact center support offering that keeps your business-critical applications available, secure and operating at optimal performance.

With Spanlink TotalCare you’ll receive fast, comprehensive technical support from a team of highly trained software application experts. Our experts, available to you 24 hours per day, 365 days per year, will help you minimize call routing failures, reduce performance incidents and keep your business running smoothly.

What makes up our TotalCare offering?

Spanlink Break/Fix Support
Spanlink Break/Fix support is a reactive contact center support model. If you experience a system failure or outage, Spanlink’s technical call center support experts will help you identify the cause and severity of the issue and quickly begin to solve the problem. Spanlink Break/Fix support covers all solutions deployed by Spanlink, as well as Cisco solutions deployed by other Cisco partners.
Safeguard Solutions

Spanlink Safeguard is made up of three contact center monitoring tools, a user interface and two a la carte offerings.

Monitoring Tools:

 SolutionWatch

 SolutionAudit

 SolutionCheck
  • Enterprise-grade application monitoring & systems reporting
  • Designed to proactively trigger alerts
  • Alerts deep on the application layer
  • Quickly isolates problem
  • Drastically reduces Mean Time to Repair
  • Increases solution availability
  • Automatically opens an incident with Spanlink Support
  • Proactively catches issues
  • Runs off of SolutionWatch appliance server
  • Daily tests - a collection of 60+ configuration settings of solution servers
  • Collected data is evaluated via a series of tests and rules from Cisco & Spanlink
  • Settings or configurations found incorrect generate an incident with Spanlink Support
  • Outside-in monitoring
  • Sends periodic calls, or drills, through network
  • Single drill included with TotalCare, additional drills can be purchased
  • Detected problems open an incident with Spanlink Support
  • We're aware of end-user problems before the customer
  • Calls are recorded & manually analyzed for voice quality


User Interface:

The primary user interface for SolutionWatch, SolutionAudit and SolutionCheck is SolutionPortal. SolutionPortal is a Web-based interface that provides at-a-glance information about solution and incident activity. In addition, it provides graphs on performance metrics & reports on incident activity & availability. Customers can view incidents and open low-severity incidents with Spanlink Support through this tool.

A la carte offerings:

SolutionAnalytics

IOS Backup

SolutionChecks Drills
  • Suite of reports
  • Provides information that has not been available before with standard Cisco tools
  • Reports available include metrics on real-time & historical views of trunk usage and capacity
  • DSP usage & capacity report coming soon
  • This application take a backup of the configuration on any IOS device daily
  • Configuration is stored on SolutionWatch appliance or at Spanlink HQ
  • Backups available via SolutionPortal
  • Customers can quickly restore an IOS device
  • TotalCare comes with a single SolutionCheck Drill
  • SolutionCheck Drills can be purchased based on alternate call scenarios

Service Account Manager
The Service Account Manager (SAM) is a dedicated support engineer, trained to know your solution inside and out. The SAM will have a full understanding of your contact center solution and how you do business. They will assess and advise you on ways to mitigate risk, and look for opportunities for you to utilize technology to its full potential. The SAM will be your direct link into the Spanlink Communications contact center support service group and will work inside of Spanlink to facilitate additional services and needs for you and your business. These additional services can include Post Deployment Assessments, Voice Readiness Assessments and any other current or future function that will promote stability and availability of your contact center solution.
Quarterly Business Reviews
The Quarterly Business Review is a business and technical analysis of your Cisco Unified Communications and Contact Center solution. The Quarterly Business Review identifies gaps between your installed software versions as they compare to Spanlink’s LifeSpan and Cisco’s Golden Bridge versions, and provides you with the documented heath of your solution, as well as recommendations. The review looks at items such as Cisco Service Releases, Maintenance Releases, Hot Fixes, Engineering Specials and Microsoft Patches. Spanlink’s Quarterly Business Review will ensure that you receive the proper updates and releases to make your solution run smoothly.
Quarterly Patch Installation
Once we have identified the patches and updates that your contact center solutions require during the Quarterly Business Review, Spanlink will provide patch installation services for you based on your change control process. These patches will be discussed and agreed upon during your Quarterly Business Review and installed on a quarterly basis.

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