Spanlink TotalCare is a proactive and all-inclusive support offering that keeps your business-critical applications available, secure and operating at optimal performance.
Break/Fix Support
Break/Fix support covers all deployed and validated technologies. Customers can email and post non critical incidents through Spanlink's web portal or call our support number and have their call answered by one of our dedicated support experts 24 hours a day, 7 days a week and 365 per year.
Quarterly Business Review
The Quarterly Business Review will ensure that you receive the proper updates and releases to make your solution run smoothly. It is a business and technical analysis of your Unified Communications and Contact Center solution. The Quarterly Business Review identifies gaps between your installed software versions, and provides you with the documented heath of your solution, as well as recommendations.
Quarterly Patch Notification and Installation
Once patches and updates are identified, Spanlink will provide patch installation services for you. These patches will be discussed and agreed upon during your Quarterly Business Review and installed on a quarterly basis.
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Service Account Manager (SAM)
The SAM will be your direct link into the Spanlink support service group and will work inside of Spanlink to facilitate additional services and needs for you and your business.
Spanlink SolutionWatch
SolutionWatch is an enterprise-grade application monitoring and systems reporting tool that is specifically designed to proactively trigger alerts on flaws in your voice and data network.
By reporting on the application layer, SolutionWatch is able to isolate the problem, reduce Mean Time to Repair and increase availability.
Once an event has been identified, SolutionWatch will automatically open an incident in Spanlink's CRM system, which will then send out notifications based on agreed upon severities and time of day.
