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)
+65-67749208 (Asia Pacific)