Support Overview

Phone Pulse firmly believes in positioning its support services around clients’ needs, and takes a personalised approach to customer support. We include services in our contracts that would normally be considered extras to meet our clients’ requirements under a simplified SLA. Many customers seek to talk to their account manager regarding faults or issues and these are then relayed to the office. In other cases, a company may wish to follow a strict SLA process. 

Our support provides comprehensive cover with the following services included as standard: 

  • Cover from 9:00am to 5:30pm Monday to Friday 
  • Access to Technical Support 
  • Telephone Technical Support for queries from administrative staff maintaining the phone system. 
  • Perpetual system maintenance health check 
  • Dedicated technical account manager 
  • Bi-annual service review meeting 
 
 

We operate a Remote Desktop Support* via Teamviewer to all our SLA clients. Any requests for service are screened to establish if it can be delivered remotely in advance of dispatching an engineer. 

*Please note, our Remote Desktop Support is a Windows only app.

 

SERVICE & SUPPORT STRUCTURE

Phone Pulse is a technical service orientated business with selected technical staff to fill all roles in the business with the exception of office administration. This means every member of the service and sales teams are telecom engineers by trade, resulting in Phone Pulse having the one of the largest telecoms teams in Ireland. 

STANDARD SUPPORT HOURS

Standard support operates in line with our clients' typical business hours from 9:00am to 5:30pm, Monday to Friday, excluding Bank & Public holidays. 

 

EMERGENCY COVER

Phone Pulse offers an emergency cover service where required. This is a 24 hour service and requires our clients to invest in the full resilient capabilities available from the ShoreTel solution. 

Remote access must be enabled for Phone Pulse to be able to immediately inspect the solution should a call for emergency cover be needed.

 

 

COMPANY HELPDESK

Phone Pulse receives an average of 20 Helpdesk calls per day. With a client base of almost 3,000 customers this reflects the stability of the solutions we deploy. At implementation our goal is to create a stable environment resulting in minimal callouts post-installation. We ensure that remote access is available to all hardware and software applications, reducing the need to travel to site. 

The Helpdesk is manned by a minimum of two administration staff who have access to the 10 engineers within the business. 

 

QUALITY ASSURANCE

Phone Pulse measures its performance through independent customer satisfaction surveys carried out on behalf of ShoreTel. This provides us with a benchmark on overall performance. To date our satisfaction rating stands at 97.4%.