Managed "On-Premise" Services ONE CALL Support Program

ONE CALL Support Program

Our mission is to make sure the technology does not get in the way of your meetings. We are here to assist you any time of the day or night.

Video Guidance provides not only the products, services and installation, but also the support you've come to expect.

Maintenance and Support
ONE CALL Support includes a video conferencing equipment maintenance program as well as:

Unlimited technical phone and email support
Web-based customer ticketing system
Multi-vendor platform integration, testing and support
Manufacturer escalation and management
Upgrades for new manufacturer software releases
Experienced and certified technical support
Part replacement to get you up and running next day
Add/Move/Change remote configuration management
User guides, promotional material and user evalulaton surveys
Technical bulletins delivered monthly via email

Video Guidance Helpdesk
The help desk is open 24 hours a day, 7 days a week. Our experienced technicians are certified engineers with Cisco, Polycom and Lifesize.

Training
Video Guidance also offers continuous refresher seminars to make sure your investment is efficient and effective.

ONE CALL Plus Support Program

Video Guidance's ONE CALL Plus program offers, in addition to the deliverables in ONE CALL, complete management of a customer's infrastructure, including end points, gateways, bridges, management systems, etc. The deliverables of this fully managed solution include:

Proactively monitoring endpoints and infrastructure –With the appropriate access to your equipment, Video Guidance can configure a management tool to monitor your equipment for hardware failure, network failure and other system error messages. We will proactively address issues, reducing the amount of downtime and ensuring the highest availability of these resources.

Continuous capture and backup of system configuration settings – Technology failures can happen. Video Guidance's managed services team will monitor each device and capture system configuration settings, and store them in a secure location. In the event of a failure/outage, we will replace hardware and upload the latest configuration settings, allowing your users to get back on line with the shortest amount of downtime.

Assisting with Moves/Adds/Changes – To reduce the administrative responsibilities, Video Guidance can make all of the configuration and programming moves/adds/changes required on a daily basis. As your equipment, users or network environment change, the need to adjust settings within the visual communication devices also continues to change. Provided with direct access to each device, the Video Guidance managed services team will work under your direction to change, enhance and enable the settings.

Continuously testing/verifying software and pushing it out to your devices – On a monthly basis, the Video Guidance managed services team is working with various manufacturers to test and verify new software revisions. Once software has been validated, Video Guidance will communicate with each customer to determine an upgrade and testing process that does not create downtime for the end users.

Preparing reports that can provide feedback on utilization – Video Guidance will work with you to define the reports you would like receive on a monthly or quarterly basis. These reports can provide you with insight to helpdesk issues, endpoint utilization and bridging utilization.

Global Address Book Management – Video Guidance will maintain customer’s global address book as it pertains to video users.

ONE CALL A/V Support Program

Our ONE CALL A/V program also includes pre-sale involvement, project management, turn-key installation, maintenance and training for all your audio and visual facilities. ONE CALL A/V Support provides customers with ongoing support to ensure your visual communications system and facilities continue to operate at a high level.

Our support program includes:

Web-based customer ticketing system
Detailed service reporting
Guaranteed response time for phone support
Manufacturer warranties
Service level agreement (Link)
Manufacturer escalation and management
Experienced and certified technical support
Spare by air: replacement products to get you up & running the next day
Preventative maintenance program

Video Guidance Helpdesk

The help desk is open 24 hours a day, 7 days a week. Video Guidance's on-call technical support is a resource to help clients understand, utilize and troubleshoot their visual communications systems.

ONE CALL Reporting Program

Many of our customers have added reporting solutions to their visual communications applications to help them managed their business. Video Guidance provides a base set of important reporting capabilities for our ONE CALL customers.

Help Desk Trouble Ticket Reporting

This report provides customers the ability to see:

ticket number
ticket open date
company name, room name/number and ticket initiator
description of the problem and equipment/service affected
who the tickets have been assigned to at Video Guidance
trouble shooting tasks performed and communications between parties
ticket close date and resolution

The Helpdesk Trouble Ticket Reporting historically tracks issues to help organizations understand and correct chronic issues for long-term solutions, identify issues where additional training can improve performance, and provide customers with information that can help measure our performance above and beyond the service level agreements.

End Point Usage Reporting

The End Point Usage Reporting allows organizations to monitor their usage (across all their end points). This report can provide information (dates and times of conference calls, participating endpoints and total usage) to support future budgeting and planning requirements, identify areas of high and low usage, and provide information to support previous business cases.

The report helps organizations identify:

end user adoption issues that may require additional training.
systems that are underutilized and that may require a systematic approach for resolution.
systems that are at capacity, and develop new business cases to support end user growth.

Desktop Usage Reporting

The Desktop Usage Reporting helps organizations keep track of the individuals that have deployed desktop video conferencing, as well as the usage of each end user to make sure organizations are getting the most value out of their desktop applications. Organizations are using this information to help justify previous business cases as well as support financial business cases for additional users.

Managed Bridging Usage Reporting

The Managed Bridging Usage Reporting helps organizations keep track of the utilization of their managed bridging plans. The report provides managed conference information such as dates and times of conference calls, participants, start time of call and cost of call. This usage report helps determine if your organization is effectively using the managing bridging services and if a more cost effective bundle plan should be considered.

Video Conferencing Support Services

VG Connect™ Conferencing Support Services can also be utilized as an integral component of "on-premise" managed video conferencing. Our customers agree that Conferencing Support Services reduces their need for internal resources, improves call satisfaction and offers a lower cost of ownership.

Conference Support Services is a full-service, no hassle video conferencing solution. We eliminate the guesswork and obstacles that organizations may face during implementation by initiating and managing all conferences with certified video technicians. This high-touch approach ensures quality and reliability on every call. Our unmatched "White Glove" service offers a single point of contact to schedule, coordinate and conduct successful, end-to-end visual communications meetings.

Conferencing Support Services highlights include:

Reservations and confirmations
Site certification and registration
Meet, greet and guide
Flexible viewing options
Continuous presence, live assistance and meeting monitoring
Conferencing reporting and event management
Voice-activated switching
Audio add-on and recording services
Conference connect and disconnects

7 Step Process

Simplifying the Possibilities

Our 7-Step Process is designed to ensure an optimal solution.

Learn about the Possibilities.

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