Technical assistance

Guarantee of security and peace
The LoVo Technical Assistance Team aims to effectively assist customers and Business Partners in system modifications, device configurations as well as solving technical problems related to selected software or failures.

We try to pass on the experience gained in everyday contacts with you – designing and implementing improvements, providing additional services or organizing specialized workshop training. Thanks to this, we can not only solve current problems, but also prevent the emergence of new ones and disseminate best practices using our solutions.

 

Instant help

Technical Assistance is a quick help provided by phone or via email. Additionally, for the convenience of persons responsible for sending applications, we have prepared a chat where you can solve simple problems online and ontime. Technical Assistance is available on business days from 07:00 to 21:00. In the case of critical problems there is the possibility of 24×7 assistance. The assistance covers the following types of issues:

  • Configuring VoIP devices – IP phones and media gateways.
  • Configuring services in the distribution panel on the Hiperus C5 platform.
  • Configuring services on the LoVoX platform.
  • Migrating services to the Hiperus C5 platform.
  • Designing telecommunications solutions with the choice of equipment.
  • Signalling and billing tests.

 

Troubleshooting

This type of assistance applies to issues such as:

  • Explaining the documentation.
  • Help with procedures and functions.
  • Question related to product properties.
  • Solutions to technical problems.
  • Tips for installing the systems.
  • Tips for optimal configuration of hardware and operating systems.

Notifications sent by phone or e-mail are registered in the ticket system for technical notifications. Each notification receives its unique identifier (ticket), which the notifying user should use. This ensures the completeness of information related to the notification, and thus efficient work on it and effective communication with all involved participants in the process.

Technical Support Department solves problems in the shortest possible time. To systematise the expected response time to the notification, LoVo adopted uniform standards defining the procedure for solving the problem. The problems submitted to us are grouped according to the order of notification broken down by priority.









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