Customer Support

Business Hours Support (8×5)

• Monday to Friday during business hours
• Email and phone access to support team
• P1 response in under 30 minutes
• Access to knowledge base and support portal
• Scheduled system reviews
• Patch management and updates

24×7 Support

• Round-the-clock coverage including weekends and holidays
• P1 response in under 30 minutes
• Dedicated Technical Account Manager
• Proactive monitoring with auto-alerting
• On-site support options available
• Executive escalation path

Multi-Channel Support Access

• Phone, email, and portal ticket submission
• Remote desktop diagnostics and troubleshooting
• WhatsApp support channel available
• Escalation matrix with named contacts
• Monthly support reports and trend analysis
• Quarterly business reviews with TAM

Proactive Monitoring

Real-time monitoring of system health, call quality, server performance, and integration endpoints — with automated alerts before issues impact operations.

Incident Management

Structured ITIL-aligned incident management with clear escalation paths, root cause analysis, and post-incident reporting.

Software Updates & Patches

Regular platform updates, security patches, and feature releases — managed and deployed with minimal disruption to live operations.

Change Management

Controlled change request process for configuration updates, routing changes, IVR modifications, and integration adjustments.

Service Reporting

Monthly SLA reports, ticket analytics, system performance trends, and capacity forecasts delivered to your inbox.

Dedicated Account Management

Your Technical Account Manager understands your environment, anticipates needs, and advocates for your priorities within Altitude.