Support Services

Videocall’s Service Desk team are highly skilled, certified IT professionals who are dedicated to bringing you a trusted, reliable service.

Available globally 24/7/365, the service desk perform diagnosis, escalation and recovery – and are available to all members of your user community and in house support services, with fast and easy access.

The Service Desk Team are available 24/7/365 via phone, email or video conference.

Within 10 minutes of logging a service incident we have: Categorised, Prioritised, Diagnosed, Notified and Begun recovery

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SLAs

Our support management service is offered with SLA tiers so you can ensure your package is appropriate to your business’ needs:

  • Care Standard – Onsite next business day
  • Care Plus – Onsite within 8 business hours
  • Care Premium – Onsite within 4 business hours

Measurement & Reporting

We will provide incident reporting while your service incident, service request or problem management request is open.

Progress notification will be delivered to the person who raised the incident and up to five further contacts - meaning your service owner and in house IT team are fully informed.

What's Covered

Your conferencing rooms as a whole; video conferencing and audio visual enabled meeting spaces and core infrastructure equipment as installed by Videocall.

All equipment is covered under one SLA regardless of manufacturer.

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Videocall's Support Services

Our goal is to give you ultimate confidence in your video conferencing service by providing an SLA backed, always available support function with comprehensive maintenance options.

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Having a single supplier for all of our video communications whom we can call on 24 x 7 x 365 takes a huge headache away from our IT department. Their telephone support service is excellent and having a contract to replace any faulty equipment within 24 hours gives us peace of mind.

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