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Post Sales Support (ServPak Service Offerings)
Communication Matrix ServPak support provides you with a single point of contact for support of your communicatoins and network environment. Communication Matrix works with you to minimize network downtime and business risks by partnering with your network IT staff to meet your business needs. This robust, reactive support offering features world-class troubleshooting, reactive network fault isolation, and one-stop problem management across your multi-site, multi-vendor LAN/WAN and Telecom environment. Key features of Communication Matrix ServPak Support include:

  • Authorized callers in your company are provided limited phone access, with no preset time per call to the Communication Matrix Response Center with a response within 2 hours for all calls.

  • Sources of network faults are isolated to specific hardware products, network cabling, and telecommunications links on the network.

  • Communication Matrix acts as a single point of contact that manages your multi-vendor network problem.

  • For network products and system devices not covered by Nortel Networks support agreements, you can appoint Communication Matrix to act as a special agent to work, on your behalf, with your non-Nortel Networks network products.

  • For Nortel Networks products, or products for which partner / customer has appointed Communication Matrix as an Authorized Service Provider, Communication Matrix provides usage assistance and software troubleshooting that identifies and resolves known and new software problems as well as assistance with specific usability questions related to network device configuration.

  • Communication Matrix has formal escalation procedures to solve complex network problems.

  • Communication Matrix ServPak Support is purchased as an annual renewable service agreement.

Providing exceptional pre and post sales support to our partner is key in the successful execution of Communication Matrix's partner program. We offer a complete range of services from site survey to installation and training. Please click the link above for details on services available or call (650) 243 6141 and speak to a sales engineer.