AltiSupport began as the technical support department of CTI Communications, and has since grown into a nationwide AltiGen Technical Support company.
One of the most important considerations when purchasing any type of technology, is that of post-sale technical support to provide an ongoing resource. AltiSupport is pleased to offer a complete technical support program that can be customized for almost every customer situation. AltiSupport, after some initial setup, is able to access your AltiGen system remotely, and can provide assistance with configuration changes, feature implementation, upgrades, and troubleshooting.
AltiSupport is unique, insofar as we have a team of in-house individuals that are dedicated to providing AltiGen technical support, and you are able to speak with a "live" support technician when you contact us. Few phone system vendors offer this level of service, and instead rely on giving a field technician a pager to call you back when it is convenient for them (between service calls). Our technical support department is fully staffed during business hours with an average hold time of less than 20 seconds, however, technical support is available to our customers 24 hours a day, 365 days per year via our remote IP extensions and on-call messaging.
AltiSupport is empowered with all of the necessary tools to assist them with promptly helping you. We have a state-of-the-art trouble ticketing system that logs the details of each contact so we can easily access your previous history to conserve time. We also have a full testing lab with each and every supported version of AltiGen software and client applications, in addition to all of the different types of telco services -- analog lines, digital T1, PRI, ISDN, DSL, Etc. Our support technicians undergo rigerous ongoing technical training to keep their skills current, and each also holds the title of AltiGen Certified Engineer (ACE) in addition to other industry certifications.
Remote access is one of the most important components in AltiSupport being able to assist you. We automatically configure this option on all new installations, and we are able to resolve 99% of all calls without the need for an on-site service call. Our Technical Support Department will work with your IT department to configure secure remote access using either LogMeIn, Windows Terminal Services, or VNC.
In summary, we are serious about providing the highest level of technical support to our customers. We challenge you to find a more comprehensive, organized, helpful and knowledgeable technical support department at any of our competitors.