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Home > About Us > The Support Team
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Providea's Services and Support Team Overview
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Providea's Technical Services and Sales Engineering Teams have been in and around the Video Conferencing Industry for over 15 years, with over 100 years of combined industry experience.
Our Technical Services and Sales Engineering Teams include professional in:
- Level 1 Support
- Level 2 & 3 Support
- Project Management and Implementation Support
- Network Design Analysis
- Sales Engineering Support
- Bridging and Networking Support and Analysis
- Custom Ordering Support
Our Technical Services and Sales Engineering professionals are enrolled in a continuing in-house education program, PCE (Providea Certified Engineer), where they learn and are tested on a variety of both technical and service oriented material. Some of the classes are on-line or streamed, and others are live workshops given by vendors and senior Providea engineers. Subject matter includes:
- Telecommunications
- Data Communications
- Bridging
- Customer Service
- Project Management
Additionally, our PCEs are certified on Vendor and Providea specific information including Tandberg, and Polycom endpoints, Gatekeepers, Gateways, Firewall Transversal, and MCUs.
Technical personnel also attend off-site classes and seminars, such as Tandberg's Certified Engineer programs, Polycom's Certified Service Program (CSP) training classes, and Cisco CCNA program.
Our Support Services
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Providea's Technical Support department runs under the concept of the 5 Minute Rule; that is, if a problem with a conference can't be corrected within 5 minutes, the chances that the conference will be a success will diminish rapidly. So, we work to solve real-time issues in a real-time way.
- Specialist Support
- First Call Support
- Manufacturer Support
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Real-Time Support™ is designed to give end users a single point of contact for all "video related" items, including:
- Wiring - Video cabling, cross connects, patch panels, etc.
- Access - physical facilities including last mile services - ISDN BRI, PRI, T1.5, DS-3, etc.
- Network Transport - including both LAN and WAN connectivity (Switched Digital Service, ATM, MPLS-based services, public internet, etc).
- Product Support - includes all hardware, software, and end-user support
- Bridging - Providea Conferencing Services (PCS) for scheduling multipoint video, audio, and web conferences. PCS customers are entitled to receive RTS to ensure successful video calls.
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Project Management services include:
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