Support

Overview

Always-On Support. Always Available.

Your contact centre is mission-critical infrastructure. Altitude Support ensures maximum uptime, rapid issue resolution, and continuous system health — backed by SLA-guaranteed response times and regional support teams.

24/7/365 technical support across all time zones
P1 response time under 30 minutes
Two support tiers — Business Hours (8×5) and 24×7
Dedicated Technical Account Manager (TAM)
Proactive system monitoring and alerting
Remote and on-site troubleshooting
Patch management and version upgrades

Support Plans

Choose the Right Support Tier

Every plan includes access to our technical support team, knowledge base, software updates, and P1 response times under 30 minutes.

⏱️

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

Capabilities

More Than Just Break-Fix

Altitude Support is designed to keep your contact centre running at peak performance — not just fix things when they break.

📡

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.

Customer Support