SolutionCare packages
to support your business

Future proof your investment

Ensuring that your solutions consistently perform as designed is vital for delivering a superior customer experience.

On any occasion that you experience a service concern, you need the peace of mind that our knowledgeable team of experts are committed to providing you with a rapid response.

Choose from a selection of flexible support packages designed to meet the needs of your business and ensure that there is no barrier to serving your customers.

Standard Support

Our Standard package provides skilled, responsive technical support for your organisation, comprising of:

  • Helpline support available 8am – 6pm weekdays (excluding Bank Holidays)
  • Initial response time within 90 minutes
  • High priority target response within 3 hours
  • Complimentary Software upgrades undertaken within contracted hours
  • Remote monitoring within contracted hours
  • Additional benefits can be realised for longer term contracts including fixed pricing, IVR/prompt recordings and configuration; and complimentary annual training.

Support service packages provide software upgrades, updates and fixes along with knowledge access for troubleshooting, hints and tips and more.

“The support from Netcall was outstanding. They were positive and flexible in their approach.”

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Enhanced Support

All the benefits of our Standard package with some additional benefits:

  • 7am – 7pm daily online and over-the-phone support
  • Initial response time within 60 minutes
  • High priority target resolution time within 2 hours
  • Daily remote monitoring during contract hours
  • Complimentary annual training
  • IVR / prompt recordings and configurations
  • 4-hour onsite response time for hardware faults
  • Complimentary software upgrades

There are a range of additional features available for customers on longer-term contracts including annual remote system health checks, fixed pricing and double IVR/prompt recording and configuration allowance.

Comprehensive Support

Our comprehensive package is a superior maintenance and support offering that goes above and beyond the standard and enhanced offerings to provide a more complete level of service.

The support plan supplies a number of additional benefits for customers including:

  • 24x7 support service available online and over-the-phone
  • Remote monitoring 24x7
  • Initial response time of 30 minutes
  • High priority target resolution within 1 hour
  • Onsite assistance within 4 hours, if required
  • Complimentary training per year
  • Free software upgrades – available to upload at your convenience
  • IVR/prompt recordings and configuration.

"They go the extra mile"

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And there's more...

Additional benefits can be realised for longer term contracts of 3+ years, including fixed price support costs and a double comprehensive package of IVR/prompt recordings allowance and an annual remote system health check with report and recommendations.

Get in touch to find out more

Over 700 organisations trust Netcall with their most valued relationships and 96% say we meet or exceed their expectations. Join them and be part of the customer engagement revolution.

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