Voice Technologies’ support teams and repair centres are located at our UK offices. We don’t outsource our support so when you call Voice Technologies, you deal with Voice Technologies. This means we have full control and management of our support service. The result is immediate, reliable access to experts who can diagnose and resolve your issues fast.
Calls are all logged on our customer relationship management software to ensure visibility, reference tracking and a high quality service.
Customers can contact the Voice Technologies Service Desk and benefit from our standard Service Level Agreement (SLA). It offers a four-hour response time which means that you will receive an acknowledgement and work will begin on your issue within four hours of your call. Data shows that most issues, excluding complex software issues, are closed out within two hours. Customers can opt for a swifter response time as part of their SLA.
Hardware related software issues, e.g. device driver problems, are included in our Software Support package.
Hardware servicing & repair
Customers qualify for our Hardware Servicing & Repair package when they purchase eligible dictation and speech related hardware including portable and tethered USB dictation devices, foot pedals and headsets.
Hardware under warranty is assessed and repaired if possible at our in-house authorised repair centre. Repairing devices in-house is often faster turnaround than sending the device back to the manufacturer.
For hardware that is outwith warranty, we will advise on the cost of repair and/or replacement options.
Software upgrade assurance
With our Software Upgrade Assurance package, customers automatically receive software updates and upgrades as soon as they are available.
We monitor your IT processes and are notified of any system issues in real-time. Alerts at pre-set thresholds notify us immediately of system issues such as:
- Exceeding the volume of files in folders
- Surpassing server disk space
- Related IT services such as Windows processes, scheduled tasks, SQL Server Agent Jobs, operating inadequately. Our Site Monitor package can be configured for your site’s unique requirements and can be applied across multiple server environments.