Support & Service

Support Services

One of the most important considerations when purchasing any type of technology is that of post-sale Support Services. CAT5 Technology offers a complete Support Services program that can be customized for almost every customer situation. Our Support Services Department is generally able to access your AltiGen system remotely, and can provide assistance with configuration changes, feature implementation, upgrades, and troubleshooting.

CAT5 Technology is unique, insofar as we have a team of in-house individuals that are dedicated to providing AltiGen Support Services, and you are able to speak with a “live” support technician when you contact us. Few phone system vendors offer this level of service, and instead rely on giving a field technician a pager to call you back when it is convenient for them (between service calls). Our Support Services department is staffed during business hours with an average hold time of less than 20 seconds; however, Support Services is available to our customers 24 hours a day, 365 days per year.

Our Support Services Department is empowered with all of the necessary tools to promptly help you. We have a state-of-the-art trouble ticketing system that logs the details of each contact so we can easily access your previous history to save time. We also have a full testing lab with each and every supported version of AltiGen software and client applications, in addition to all of the different types of telco services — analog lines, digital T1, PRI, ISDN, DSL, Etc. Our support technicians undergo rigorous ongoing technical training to keep their skills current, and each also holds the title of AltiGen Certified Engineer (ACE) in addition to other industry certifications.

Remote access is one of the most important components in our Support Services Department being able to assist you. We automatically configure this option on all new installations, and we are able to resolve 99% of all calls without the need for an on-site service call. Our Support Services Department will work with your IT department to configure secure remote access using LogMeIn, Windows Remote Access or VNC.

At CAT5 Technology, we are serious about providing the highest level of Support Services to our customer. We challenge you to find a more comprehensive, organized, helpful and knowledgeable Support Services department.

CAT5 Technology Support Options

Customer options for maintaining the proper performance of their AltiGen system include the following:

1. Subscribe to Software Assurance and Support Services Plan (recommended) or
2. Subscribing to Software Assurance and pay for Support Services on on “as-needed” basis or
3. Paying hourly on an “as-needed” basis or
4. Subscribing to Software Assurance and Self Maintenance/Self Support

Here are the benefits in purchasing an Annual Support Services Plan:

Unlimited “Priority Level” Access to our AltiGen Certified Technicians during normal business hours via phone, fax, Email or remote access (after-hour support is an available option)
Receive Software Service Packs, Field Alerts and Technical Bulletins when they are released.
Save 25 % on Labor Charges for On-Site Service Calls (save $ 40 per hour!)
10 % Discount on AltiGen “Administrator” and “User” Training Classes offered by AltiTrain
Budget Support Costs in Advance – No unexpected bills and an Economical Alternative to Hourly Billing.
Customers without an Annual Support Services Plan in place shall be charged a rate of $40 per quarter hour. If customer purchases an Annual Support Services Plan within 10 days of being billed for support services, then CAT5 Telecom will credit such amount towards the purchase of an Annual Support Services Plan.

All customers must have their Support Services Agreement approved by CAT5 Telecom management before they are able to access the services of our Support Services personnel — please plan in advance. Please contact our Sales Team with any questions.

Contacting Services:

To reach our Support Services Department, please use one of the following methods rather than contacting a specific individual. This will allow us to provide you with the most efficient service and provide us with better tracking.

Phone: (985) 310-5602, Option #2 (Support Services)
Email: support@cat5telecom.com

Remote Access

Remote access to your AltiGen IP-PBX is one of the most important factors in CAT5 Telecom being able to provide you with prompt and efficient Support Services. Our preferred remote access software is LogMeIn, but we can accommodate any client preference.

The typical method we use to gain remote access is via TCP/IP using the Internet. This usually requires the customer to provide CAT5 Telecom with a “public” IP address for the AltiGen server, or to direct a “public” IP address from the firewall or router to the “private” IP address assigned to the AltiGen IP-PBX. Please contact your Internet Service Provider (ISP) regarding the availability of a “public” IP address.

As a security measure, all commercial networks should be protected with a hardware firewall. We highly recommend the creation of an “access list” that will only permit traffic to your AltiGen IP-PBX from CAT5 Telecom’s Support Services Department. In addition to opening the specified firewall ports for your desired remote access software (contact the software vendor for details) we provide you our specific IP address space and subnet mask for inbound traffic to your IP-PBX.

In the rare event that you do not have dedicated Internet access, or some other reason that TCP/IP access is not available, another option is connecting a modem to the AltiGen IP-PBX and installing PC Anywhere. The modem can either be installed to a dedicated analog line (preferred), or to an extension off the system.

Once the remote access software has been configured, our Support Services Department will login to your system and test the connection. They will also take several “screen shots” of the AltiWare Administrator program for our files.

If you require any assistance in configuring remote access, please contact our Support Services Department at (985) 310-5602, Option #2 (Support Services) or via Email at support@cat5telecom.com.