Whether you are implementing a new NICE system through Sinclair Voicenet or have an existing NICE system that you need to support, we have the experience, resource and expertise to ensure the trouble free operation of your system.
Our comprehensive range of support services includes software maintenance, training, onsite maintenance, installations and upgrades – all of which can be carried out during hours that minimise business disruption. We also offer proactive service management solutions such as capacity and availability management, system health checks, onsite service visits and regular service review meetings covering support and service performance.
Support Agreements
We offer a variety of support agreements ranging from business hours support through to 24/7 coverage for mission critical operating environments. Sinclair Voicenet also offers bespoke support packages to meet individual service level requirements up to and including Fully Managed Services facilities.
24/7 Service Desk
Calls for assistance are placed through Sinclair Voicenet’s Service Desk where an experienced technical support team is available 24/7 to answer product questions and solve technical issues. Our Service Desk resolves over 95% of the calls received without vendor support using a combination of telephone, remote and onsite support depending on the nature of the incident. Should calls need to be escalated to the manufacturer, as a NICE Platinum Partner and Master Distributor, Sinclair Voicenet ensures they are dealt with appropriately and leverages contacts to ensure focus and a swift resolution.
Software Maintenance
Sinclair Voicenet’s Software Maintenance service includes remote support and resolution of software issues, as well as proactive updates, service packs, and hot fixes to ensure that your system continues to run efficiently and smoothly. New software upgrade releases are delivered as a ‘like for like’ offering and can be installed by one of our certified engineers as an additional service. These releases may include new features that will be added to the existing software application as part of the Software Maintenance offering.