Firetide Customer Service offers a comprehensive suite of support solutions designed to address the reseller needs - from planning and designing a network, to rapidly deploying it and ultimately operating and upgrading it on an ongoing basis.
As part of our service options, worldwide technical support is offered 24 hours, 7 days a week, 365 days a year to ensure that the Resellers' needs are met at once. Firetide allows its resellers to proactively manage their service contracts and download valuable tools and information by using the power of the internet. Firetide's resellers have a dedicated portal that includes all the necessary software updates as well as other relevant information.
Firetide strives to exceed customer expectations by employing skilled and dedicated engineers. Our goal is to provide the quality support and technical expertise that our customers require by ensuring that our support engineers are the smartest and best trained in the industry. Firetide ensures continual improvement in customer care quality through processes that monitor and measure our improvement of services. We have designed metrics for the highest standards of excellence. When the goal is reached, we raise the bar with new metrics resulting in continuous improvements.
System Integration & Installation Services
Firetide is setting new standards for Network Support. Our team has experience installing, testing and commissioning wireless networks throughout the world. By using Firetide Integration services in conjunction with Firetide equipment, we can deliver the following benefits:
Reduced installation costs:
- We offer vast industry experience and efficiency
- Installations technicians adhere to proper installation techniques
- We have in-depth product knowledge as the manufacturer
Reduced operational lifecycle costs:
- Our installations result in fewer latent defects
- Operators receive on-site training with hands-on experience
- We provide comprehensive turn-up and test verification
Help Desk Services
When resellers contact our support team, they will speak with experts on our products or services. This solution offers your managers the freedom to step away from the day-to-day and call-by-call management pressures of the help desk and concentrate on their core competencies.
Multiple service level options are available and can be customized to fit your specific cost or service requirements. Some of these service variables include speed of answer, % of calls abandoned, first call resolutions, long distance plans, disposition code reporting plus a host of other options designed to meet the most demanding needs.
Firetide sets high standards for the quality and technical capabilities of the entire support staff. Some elements of our service include:
- Trained and certified (tested) support engineers
- On-line "similar problems solved" information
- Live chat capabilities
Calls Routed to Internal and Third Party Support Resources
Personalized 800 # Access
Support 7 Days a Week, 24 Hours a Day
Call Management System with Web Interface and Customizable Reporting
Firetide Consulting Services provide the skills and experience for all aspects of Wireless Systems design, planning and optimization. Experienced engineers and network designers assist in a strategic or tactical function at the consulting- engineering level. Depending on the types of services required, Consulting Services personnel may work at the customer site (in offices or in the field), or at Firetide's offices.
Firetide Consulting Services typically include the following functions:
- System Requirements Development
- Capacity and Service Planning
- System Design and Engineering
- Business Analysis
Training and Certifications
Firetide Training Engineers and Support Staff have exceptionally diverse backgrounds in designing training coursework, employing instructional methods for adult learning, engineering, and developing product documentation. This expertise provides our customers with high-quality Training and Documentation services. The Firetide staff is constantly improving, upgrading, and refining training and documentation deliverables based on customer feedback and field experience.
The goal of the Firetide Training and Documentation group is to offer the best Training and Technical Publications services in the cable industry. We assembled a group of dedicated professionals, focused on servicing customer requirements. Firetide Training and Documentation services enhance Firetide's strong cable product offerings, giving our customers that necessary extra edge to operate and maintain our systems for optimal performance.
Technical Support Services
Firetide strives to move beyond traditional business obstacles. We empower our resellers by making all of the company's knowledge, information, services, and resources available on demand to its customers. It is our goal to create an environment where support is an integral part of the solution, not an after-thought.
Firetide Select Service offerings include:
- Warranty Services
- Authorized Service Provider Program (Basic Services)
- Premier Authorized Service Provider Program (7x24x365, advanced replacement of parts)
- Operational, design, and planning assistance.
- Network troubleshooting and operations support
- Network optimization and network planning
- Network and configuration analysis
- Assist in testing of Firetide Inc. product features and functionality