Intec’s products and solutions are critical to our customers’ business. We strive to provide our customers with the highest-quality support possible. It is that proven commitment to quality that strengthens our customer relationships and empowers their success. Our customers’ growth and innovation is a testament to the performance of our knowledgeable staff and stability of our products.
With our highly-trained and experienced support teams located around the world, operators can be assured that wherever the location or whatever the issue, Intec responds quickly and accurately.
Our Licensed Base Software support for all products includes:
Global Service Centre (GSC) - The GSC operates 7 x 24 x 365, and is responsible for logging tickets accurately into the Intec call-logging system, and for handing tickets off to the appropriate internal teams for thorough diagnosis and timely resolution.
Error Correction - Intec Support carries out the following tasks in respect of any call placed by customers:
Receiving of and responding to calls.
Logging of calls.
Monitoring the progress of logged calls.
Securing such additional Intec specialist resources as are necessary to resolve open calls.
Technical assistance to the customer contact person.
Further investigation into calls.
Re-creation and proof of problems.
Diagnosis of problem cause.
Provision of work-arounds (where possible).
Correction of environmental problems through remote access, where applicable.
Correction of Problem Reports and provision to the customer of corrected software.
Technical support for the installation of corrected software.
Keeping secure all access information and access key cards provided by the customer.
Update Services - we continually update our licensed software and associated documentation through a product maintenance and enhancement program. As part of this service, we provide customers with maintenance and version releases, release notes and other vital information needed for their implementation.
Configuration and Customised Component Support
Together with Intec’s Base Software maintenance portfolio, Intec’s Configuration Support packages provide complete support across both licensed base software and configured software provided by Intec.
Web Access
Self-service facilities are available via the Intec Extranet, giving customers direct access to the Intec incident management system to report problems, monitor progress, obtain progress updates, post work notes and modify their contact profiles.
Intec’s GSC contact details are as follows:
Europe
Tel: +353 91 501 333
or email: support@intecbilling.com
Latin America
Tel: +55-11-3372-1410
or e-mail: suportebr@intecbilling.com
North America
Tel +1 780 430 3100
or e-mail: support@intecbilling.com
Asia Pacific
Tel: +61 7 3218 8564
or e-mail: support@intecbilling.com
