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Emergency Service Definition

Emergency Service Protocol

Standard Service Definition

Standard Service Protocol

 

Required Field  
First Name:
Last Name:
Company:
Email Address:
  Fax:
Phone:
  Are you an existing customer?
Service Request Date:
What day(s) would you prefer to have our service team come out?
Service Request:
Please describe your problem and what type of service you're requesting.

To ensure the best coverage available for your organization, Telecorp has set up the following protocol when you need support for your Telecommunications requirements.  Please refrain from contacting any technicians directly unless directed to do so from the Telecorp Help Desk.

Standard Service:

This is for contacting the Telecorp Help Desk for all Telecommunications related issues, questions and concerns.  This is for issues affecting non-mission critical Telecommunication systems.  If you have a problem that is company wide or affects a group of users, please use our emergency service so we are able to act quickly and resolve your issues promptly. 

Please use the following Standard Service contact options:
Phone Call for Service:         (856) 384-6000 – Press Number 5 for Service
This number is a direct line to the Telecorp Help Desk.  Your call will be answered promptly by one of our Telecorp staff and attended to immediately.  Please have the user with the problem or concern contact support, and have these things ready for the technician:

        • Username or user affected
        • Workstation name and extension
        • Brief description of the problem                                     

Email for Service:                  service@telecorpinc.com
This will generate a ticket on our system, which within seconds emails our technicians who will begin to work on your problem immediately.  This protocol takes seconds to initiate and will save time for both organizations.  Please adhere to the following, simple email format:
Subject:  The subject should have the business’ name, and the user who needs the service
Body:      The body should have a short synopsis of the problem describing the phone/phones affected, workflow used to replicate the problem, and any other related information to this particular problem.
Web Form for Service:         http://www.telecorpinc.com/request-service.html
This is an online form for entering support tickets.  You should complete this form entirely to give the most accurate information to our technicians.  When completed and submitted, it will be received on our ticketing system, and a technician will be notified shortly.  You will then be contacted as soon as possible.

Emergency Service:

 

Emergency service is available for companywide outages of telephone system, phone system hardware, software, internet connectivity, phones and voicemail systems.  Please do not use emergency service for single user issues, or issues that are not mission critical. 

Please use the following Emergency Service contact options:

Phone Call for Service:        

856-384-6000, Press Number 5 for Emergency Service
This option will immediately connect you to our on-call technician who will begin to resolve any issues you may have.  If you receive the technician’s voicemail, please have these things ready for the message to the technician who will call you back as soon as physically possible:

        • Username or user affected
        • Computer or workstation name
        • Brief description of the problem     
        • Call Back Number

Email for Service:                  service@telecorpinc.com
This will generate a ticket on our system, which within seconds, emails our technicians who will begin to work on your problem immediately.  This protocol takes seconds to initiate and will save time for both organizations.  Please adhere to following, simple email format:
Subject:  The subject should have the business’ name, and the user who needs the service
Body:      The body should have a short synopsis of the problem describing the phone/phones affected, workflow used to replicate the problem, and any other related information to this particular problem.
Web Form for Service:         http://www.telecorpinc.com/request-service.html
This is an online form for entering support tickets.  You should fill out this form completely to give the most accurate information for our technicians.  When completed and submitted, it will be received on our ticketing system, and a technician will be notified shortly.  You will then be contacted as soon as physically possible.

 

Why call the Telecorp Help Desk?

Standard Service:

  • Password/user related issues
      • Resetting, creating new, and/or deleting users
  • Telephone system hardware failures including but not limited to: 
      • Workstations, laptops, phones, servers, printers, fax machines, computer peripherals.
  • Application problems:
      • MS Office,  MS Windows, Apple OS, ERP applications, and email
  • Connectivity issues including but not limited to:
      • Internet, Servers (LAN), VPN, external sites, email

Emergency Service:

  • Company wide Telecommunications failures:
      • i.e. Network equipment, Phone/Voicemail, Servers, Internet outages
  • Mission critical applications: 
      • i.e. accounting, project management, scheduling

 

We recommend and prefer that you make our Telecorp Help Desk your first contact when you need help with your Telecommunications and/or Technology applications. The desk is staffed Monday through Friday from 8:00 am until 5:00 pm. Staff will be able to either answer your questions immediately or promptly redirect the problem to other staff members that are available and likely to be able to provide the help you need. Be sure to leave a message if you don't get an answer right away, because we're probably on another line, and we'll return your call as quickly as we can, generally within 30 minutes.


Although Telecorp doesn't provide around-the-clock support for most services, we often have staff monitoring our systems and Telecorp Help Desk voicemail during off hours. That means if you leave a message during these times, there is a chance that we can solve your problem before the next working day. At the very least, a problem reported during off hours will get prompt response the next time the Telecorp Help Desk is staffed.


If your call is referred to another Telecorp staff member, it is logged in our Telecorp Help Desk database, and tracked to be sure it doesn't slip through the cracks. Difficult problems, especially those that involve several Telecorp staff, can sometimes get stalled, and our tracking system helps us keep focused on solving your problem as quickly as possible.


Calling the Telecorp Help Desk before trying to get help from a particular Telecorp staff member helps us spot patterns of trouble. For example, we may be able to quickly determine that printing service is failing or that the network is down in a particular part of the campus. When we receive multiple calls reporting what appear to be related problems, Telecorp Help Desk staff will escalate problem resolution immediately so that the service can be restored with minimal impact on our customers.


Routine services can be initiated without calling the Telecorp Help Desk by using our Telecorp Support request page found at www.telecorpinc.com/tickets. Using these services ensures that your request gets properly scheduled, and that we have all the information that we'll need to do the work for you.


If you have comments or suggestions for how we can improve our Telecorp Help Desk services, please give us a call (856)384-6000.

 

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