Support Solutions

Providing solution support is an important by-product of integrating complex OSS systems. Support of the overall solution requires highly skilled resources with knowledge of the systems and overall solutions that cannot be provided by  the product vendors.
 
Solutions typically involve one or more OSS vendor products as well as customer specific integration and configuration.  The OSS vendors will typically support only their standard product and are not willing or able to support the customized aspects of the solution.  Where more than one product is involved in the solution, the inevitable result is ‘finger pointing’ when there is a problem with the overall solution.  To properly support these solutions, a capable third party such as TierOne is required to address the customized aspects of the solution and determine the root cause of problems that arise.

TierOne provides a 24 hour call centre  and has personnel  located in Toronto and Vancouver to provide crucial support across all of the time zones in North America during core office hours, and on-call outside of office hours. The support service has a key SLA that ensures customer response within 30 minutes of a call and escalation procedures instituted at the call centre to ensure the SLA is maintained.