Video Conferencing Real-Time Support

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Our Help Desk support techs are available 24 hours a day.

Call 888-477-6225 or email: support@provideallc.com

Real-Time Support

Anyone who's ever sat on hold for minutes on end waiting for customer service knows the difference between so-called support and Providea's Real-Time Support (RTS). By 'Real-Time Support,' we mean immediate attention to resolve any video conferencing issue and to do everything we can to ensure success each time you use our video conferencing services. Our Real-Time Support includes immediate attention to any problem involving a live video conference and other questions or issues with your overall video conferencing services.

The '5-Minute Rule'
Providea adheres to a customer service philosophy we call the '5-Minute Rule.' Essentially this means we strive to fix any issue involving a live video conference in the absolute shortest amount of time, believing that solving problems quickly greatly enhances a video conference call's chance of success. We know your company's reputation and our credibility are at stake each time you use our services, and we take very seriously that responsibility and your video conferencing success.

Real-Time Means Live
Our Help Desk support techs answer phones live, with no automated attendant, 24 hours a day, seven days a week, 365 days a year. Customers calling our customer service speak to a real person who is trained to help immediately and solve any issues in the shortest amount of time possible.

LIVE phones — no attendant or Voice Response System, 24x7x365
Providea's four-year average time to answer a call is 6 SECONDS
Our technicians received continuous training
Polycom, CVE, Tandberg Certified Tech, LifeSize and Cisco CCNA technicians in-house
Experts in video conferencing Technologies, Standards, Bridging, Video over IP and ISDN and Audio Visual

Real-Time Support Services
Real-Time Support (RTS) is also Providea's branded service name for 24x7x365 help desk support of certified products and configurations.

Here's how Providea's Real Time Support works
Determine the Need
A Providea Certified Engineer (PCE) will work with the customer to review the symptoms, isolate the problem and understand the customer priorities for resolving the issue.

Develop and Communicate Resolution Path
A PCE will escalate the issue to the appropriate resources to resolve the issue as quickly and thoroughly as possible. If replacement parts are needed, the PCE will contact the vendor, order the part and confirm the equipment arrives onsite. Providea will communicate with the customer and vendor throughout the process.

Close the Issue
A PCE will confirm with the customer and vendor contact(s) that the problem has been resolved and will close the issue.

An Ownership Society
Providea's RTS model employs an "Ownership" principle. The answering technician "owns" the customer satisfaction and is responsible for coordinating the resources required to resolve the issue. Technicians may only transfer Ownership of an issue through mutual agreement — thus, no handing problems down the line. Additionally, each trouble ticket may have only one owner at any given time, though many different resources may be working to resolve the issue.

What We Support
Providea designed Real-Time Support to give end users a single point of contact for all video-related items, including:

Wiring - 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.)
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.

Providea bundles Real-Time Support with equipment maintenance but also sells it as a standalone service. RTS is available only to locations within North America.

Providea provides Real-Time support every hour of every day of the year. Our support techs answer phones live, with no automated attendant, 24 hours a day, seven days a week, 365 days a year.

NOTE: Customers may request live support for any event, provided we have at least one full business day advance notification of the event. This includes important video calls, PCS calls, or any other video related event.

Product Support Categories
We categorize Product Support into four categories. Our "Ownership" model applies to all categories except Manufacturer.

Real-Time Support — All Providea Certified Engineers (PCE's) have been trained on the product. We set a target that the PCE who answers the call can resolve the issue 90 percent of the time without requiring additional assistance.
Specialist Support — While all PCE's have basic product training, we have trained members with Technical Services to act as product specialists, what we call Subject Matter Experts. This ensures that we provide technical assistance within the service organization.
First Call — Providea customer support takes first call but rely on support from either Providea Engineering or the manufacturer for technical matters.
Manufacturer — Manufacturer provides support directly

Please note that the "5-Minute Rule" does not apply to products that fall under the following Product Support Categories:

Specialist Support
First Call Support
Manufacturer Support