Technical Operations & Maintenance Support Services

So why should incCOMMUNICATIONS™ SERVICES be your choice? Many so called "call centers" operate their help desks with people who don't understand communications networks. This can also lead to inaccurate and incomplete trouble ticket generation - information the technician needs to service the problem. But, when you choose incCOMMUNICATIONS™ SERVICES' Technical Assistance Center, you and your customers will speak with a technically savvy individual who not only records the problem and its circumstances but asks pertinent questions that your service technician needs. For example, "Is there a site contact?", "Is an escort required?".These and other details are needed to support an informed and efficient response by your field service technician.

At incCOMMUNICATIONS™ SERVICES, you not only get 24/7/365 call coverage, you get an informed response from a person who understands communications networks and their infrastructures.

On-Site Technical Support

incCOMMUNICATIONS™ SERVICES' On-Site Technical Support Service places highly trained incCOMMUNICATIONS™ SERVICES technicians at your site whenever and wherever network problems occur. This service offers equipment manufacturers and service providers alike a straightforward means of augmenting their existing staffs. Dispatched by our TAC, incCOMMUNICATIONS™ SERVICES technicians arrive at your location ready to resolve your network issues. We offer flexible response times including:

Remote Technical Support

Remote technical support can serve as a valuable and cost-effective addition to your normal maintenance regimen. With remote technical support, your on-site personnel can benefit from the knowledge of our highly-experienced technicians. We offer a wide spectrum of coverage levels including Tier 1 and Tier 2 services as well as enhanced network surveillance functions.

Tier I Remote Support

Over the telephone we can provide a remote Tier 1 level support service using a scripted trouble locating procedure (TLP) that we formulate with your input. Using the TLP, our Tier 1 technicians help your on-site staff identify and isolate faults and, if possible, remedy the condition. And, if the problem resolution is beyond their assigned skill set, we will escalate the problem per your requirements. Various options are available including:

Tier II Remote Support

Our Tier II technicians are seasoned professionals and possess advanced problem solving skills for tackling your most difficult network problems. As a remote expert, we'll work with your on-site staff to resolve your more complex network issues.

Enhanced Remote Services

With access to your network management system (NMS) via VPN or other secure connection, ICS can offer a full spectrum of additional capabilities that can help you correct deteriorating conditions early, before they become service-affecting events. Service such as:

With incCOMMUNICATIONS™ SERVICES' remote technical support, you can instantly augment your maintenance capabilities with minimal effort on your part.

incCOMMUNICATIONS™ SERVICES: Direct Customer Portal

Accessible online via www.incCOMMUNICATIONS™ SERVICES.com

The incCOMMUNICATIONS™ SERVICES Direct Customer Portal is just one more way in which we at incCOMMUNICATIONS™ SERVICES demonstrate our commitment to you. incCOMMUNICATIONS™ SERVICES Direct is a web-based portal that you can enter anywhere you have access to the internet. Simply log on to our main incCOMMUNICATIONS™ERVICES.com website and click the incCOMMUNICATIONS™ SERVICES Direct link. Access is authenticated and web interaction secure, so your information is safe. With incCOMMUNICATIONS™ SERVICES Direct, you can run reports to retrieve information on program status and other concerns.

In addition, you can access our on-line trouble ticket system to:

All information is on-line and routinely updated by our field and help desk service personnel in real-time as issues are addressed. Again, all trouble ticket information is secure so that only the users you authorize can access your company's information.

incCOMMUNICATIONS™ SERVICES: TAC Support Services