Customer Care

Introduction

Every customer has different levels of technology expertise, resource, tools, and funding when it comes to supporting their businesses wide area network. iPass can support several different customer care models to meet the specific customer requirements.

Definitions

Standard Support
Our default support package delivered to all iPass Unity Network Services customers. iPass Standard offers 24x7x365 US based support. We have L1, L2, and L3 certified engineers (CCNA, CCSP, Juniper, or Sonic WALL) and perform helpdesk to helpdesk support.

Premium Support
Adding onto Standard, Premium Site Support adds increased peace of mind to an organizations helpdesk that may not have enough bandwidth to manage the communication to the endpoint.

Platinum Support
Creates a high touch support model for customers. This package delivers a dedicated 800 number, a dedicated support team, and dedicated service management along with other key features.

All of these options are also available in both 8x7x365 as well as standard 24x7x365 model.

Customer Care Support Matrix

Feature Standard Premium Platinum 24x7x365 Ticketing (US Based Support) 24x7x365 Call Center Support Helpdesk support model Helpdesk MTTR SLA (24 Hrs) (see SLA for details) Site support model Site MTTR SLA (4Hrs) (see SLA for details) MTTB SLA 24x7x365 real-time ticket dat (On-Line) 24 Hr ticket summary report 8x7x365 RMA Help Desk/NOC training (1) (2) (2) Weekly support status meetings (Deployment only) Dedicated 800 number Dedicated support technicians On-Site training (3) Weekly Support Meetings Dedicated Service Manager (3)

 

Call iPass Unity Network Services: 866-801-6930

Contact an iPass Unity Network Services representative

 

(1) One remote training event
(2) Two remote training events
(3) One on-site training event