Ulticom's support team consists of dedicated professionals with unmatched expertise in integrating telecommunications solutions into real-world networks. Our global support centers, located in the United States and Europe, are staffed with experienced professionals whose average technical experience ranges from eight to ten years.
Tier-1 Technical Support
A customer can submit a request for technical assistance to the Ulticom Help Desk via the my.ulticom.com Portal, email, or telephone. The Portal allows customers to search for Signalware or nSignia solutions and create Service Requests (SRs) in real-time, giving customers more control over their support needs. When a customer contacts the Help Desk by telephone or email, a technical support representative logs the inquiry into Ulticom's call-tracking database and provides the customer with an SR number. All inquiries received via my.ulticom.com, email, or phone are prioritized and assigned to a Technical Support Engineer for further investigation and resolution of the issue.
Signalcare Support Services are available by contacting one of our Global Support Centers. Critical live site-related problems should always be originated or followed by a phone call to the Help Desk. Ulticom continuously monitors SRs to facilitate appropriate progress and resolution time of a customer issue and notifies customers regularly of the status and activities associated with the given SR.
Tier-2 Technical Support
Customers receive best-in-class technical assistance by accessing Ulticom's global support centers. The support centers are staffed with highly-qualified support engineers who investigate and resolve customer-reported SRs. Company-wide expertise coupled with a centralized call-tracking database ensure accelerated resolution of customer issues.
Tier-3 Technical Support
If a customer-reported issue requires an Ulticom software update, a Tier-2 Technical Support engineer will forward the issue to the Sustainment Engineering Group for further investigation and resolution. A Technical Support engineer will continue to keep the customer informed on the status of the SR. If appropriate, a software update may be delivered to a customer to resolve that SR.
To contact Signalcare Support Services' Help Desk:
Email: helpdesk@ulticom.com
Phone: 888.395.6664 (North America)
+33.497.234.569 (Europe)
To provide us with your feedback and suggestions, please email us at SignalcareConsultants@ulticom.com.