Integrated Technical Support System

TELSIP provides businesses with technical support services at multiple levels, including 24/7 support, to address technical failures and operational issues related to the contracted services, in accordance with the Service Level Agreement (SLA) approved for each client.

How is the subscription fee determined?

Due to the differences in the size and nature of each business environment, the technical support subscription fee is determined independently for each company, based on the size of its systems and its operational requirements.

The assessment is based on several key factors, including:

• Business environment size: Number of users, extensions, and agents.
• Services in use: Such as Cloud PBX, Cloud Contact Center, Social Media platform, and others.
• System complexity: System configurations, call flows, and integration between services and systems.
• Operational volume and nature: Level of reliance on the services and the volume of operational activities.
• Service Level Agreement (SLA): Incident priority and the agreed response time.

After assessing the business environment and operational requirements, TELSIP provides the client with a customized annual proposal for 24/7 technical support that is tailored to their needs.

What does technical support include?

Technical support includes the diagnosis and resolution of technical failures and operational issues related to the contracted services, with the aim of restoring normal service operation.

Requests to add new services or features, reprogramming, development of new functionalities or integrations, or training are not classified as technical support activities. Instead, they are treated as special requests, which are assessed and priced separately prior to implementation.