Services & Solutions
Technical Support
AVC Global Services Group offers comprehensive turn-key Technical Support Services solutions. Our services offering is ideal for service providers and equipment vendors who need a rapid and cost-effective means of enhancing their network services coverage.
Technical Assistance Center (TAC)
AVC maintains a 24/7/365 Technical Assistance Center, providing you with a cost-effective solution to your company's call dispatching needs. The TAC is at the hub of AVC's technical assistance offering. We maintain a team of trained technicians who can day or night. With AVC's TAC, you get:
- Experienced technicians
- Accurate Trouble Ticket generation
- Dispatch service to the customer-assigned service technician
- Confirmation call-back
So why should AVC be your choice? Many so called "call centers" operate their help desks with people who don't understand communications networks. This can also lead to inaccurate and incomplete trouble ticket generation - information the technician needs to service the problem. But, when you choose AVC's Technical Assistance Center, you and your customers will speak with a technically savvy individual who not only records the problem and its circumstances but asks pertinent questions that your service technician needs. For example, "Is there a site contact?", "Is an escort required?".These and other details are needed to support an informed and efficient response by your field service technician.
At AVC, you not only get 24/7/365 call coverage, you get an informed response from a person who understands communications networks and their infrastructures.
On-Site Technical Support
AVC's On-Site Technical Support Service places highly trained AVC technicians at your site whenever and wherever network problems occur. This service offers equipment manufacturers and service providers alike a straightforward means of augmenting their existing staffs. Dispatched by our TAC, AVC technicians arrive at your location ready to resolve your network issues. We offer flexible response times including:
- Rapid 4-hour on-site response, for your most pressing network needs
- Next day on-site response for your less critical applications
Remote Technical Support
Remote technical support can serve as a valuable and cost-effective addition to your normal maintenance regimen. With remote technical support, your on-site personnel can benefit from the knowledge of our highly-experienced technicians. We offer a wide spectrum of coverage levels including Tier 1 and Tier 2 services as well as enhanced network surveillance functions.
Tier I Remote Support
Over the telephone we can provide a remote Tier 1 level support service using a scripted trouble locating procedure (TLP) that we formulate with your input. Using the TLP, our Tier 1 technicians help your on-site staff identify and isolate faults and, if possible, remedy the condition. And, if the problem resolution is beyond their assigned skill set, we will escalate the problem per your requirements. Various options are available including:
- Remote Tier II support provided by AVC
- On-site technical support provided by AVC
- On-site technical support provided by your designated technical staff
Tier II Remote Support
Our Tier II technicians are seasoned professionals and possess advanced problem solving skills for tackling your most difficult network problems. As a remote expert, we'll work with your on-site staff to resolve your more complex network issues.
Enhanced Remote Services
With access to your network management system (NMS) via VPN or other secure connection, AVC can offer a full spectrum of additional capabilities that can help you correct deteriorating conditions early, before they become service-affecting events. Service such as:
- Continuous alarm surveillance
- Comprehensive fault isolation and diagnosis
- Proactive fault management
- Network wide performance monitoring
With AVC's remote technical support, you can instantly augment your maintenance capabilities with minimal effort on your part.
AVC Direct Customer Portal
Accessible online via www.avcglobal.com
The AVC Direct Customer Portal is just one more way in which we at AVC demonstrate our commitment to you. AVC Direct is a web-based portal that you can enter anywhere you have access to the internet. Simply log on to our main avcglobal.com website and click the AVC Direct link. Access is authenticated and web interaction secure, so your information is safe. With AVC Direct, you can run reports to retrieve information on program status and other concerns.
In addition, you can access our on-line trouble ticket system to:
- Obtain trouble tickets status
- Get project updates
- Determine details of dispatched troubles
- Get metrics updates
All information is on-line and routinely updated by our field and help desk service personnel in real-time as issues are addressed. Again, all trouble ticket information is secure so that only the users you authorize can access your company's information.
AVC Services Summary
- Basic TAC, 24/7/365 call dispatch
- TAC with Tier 1 remote trouble locating procedure (TLP) with escalation to 3rd party
- TAC with Tier 1 remote TLP with escalation to AVC Tier 2 remote
- TAC with auto dispatch of on-site AVC technician (4hr or next day response)
- TAC with Tier 2 remote TLP. Work with customer on-site technician
- TAC with Tier 1 remote TLP with dispatch of on-site AVC technician
