Here When You Need Us
All our solutions are supported inhouse by our experienced and professional team, even when purchased through one of our trusted resellers. Because no-one knows a product like the people who design it.
Online Resources
Our Support Centres are a great self-service resource, full of ‘how to’ documents and videos to answer most common questions.
All The Benefits Of Cloud
Support is included as part of your monthly subscription to any of our cloud-based Teams solutions, including ClarifyGo compliance recording and QualifyGo reporting and analytics.
We monitor your system 24/7 to make sure everything is running smoothly, minimising the load on your IT team and infrastructure. Simply connect ClarifyGo or QualifyGo to your Teams tenant and you can be up and running in no time, support included. Any maintenance and updates take place with minimum inconvenience to you.
Our online Support Centre is full of ‘how-to’ guides to answer common questions and provide training for your team. Alternatively, you can always contact us directly.
Comprehensive Support For
On-Premises Installations
For on-site deployments, we offer a choice of support plans and services to suit you. Start with Silver, Gold or Platinum support, with the option for ad hoc services such as training or site audits. Try our online Support Centre for answers to common product questions. Alternatively, you can always contact us directly by phone or email.
Entry level support service for
non-critical deployments.
Access to online support
Access to helpdesk support
Next day response
Remote access
Problem investigation & resolution
Security updates
Software updates
Remote training session
Health monitoring
Software assurance
Designated account manager
XtraCare
1,3 or 5 year contract
Comprehensive support & management service for essential deployments.
Access to online support
Access to helpdesk support
4 hour response
Remote access
Problem investigation & resolution
Security updates
Software updates
1 x Remote training session
Health monitoring
Software assurance
Designated account manager
XtraCare
1,3 or 5 year contract
24hr support
Extra
Active health monitoring
Extra
XtraCare
Extra
High level support where deployment is critical to workflow or compliance.
Access to online support
Access to helpdesk support
2 hour response
Remote access
Problem investigation & resolution
Security updates
Software updates
2 x Remote training session
Active health monitoring
Software assurance
Designated account manager
XtraCare
1,3 or 5 year contract
24hr support
Extra
Support Plan Extras
Pay-as-you-go Services
The following additional services are available to all SupportX customers as and when you need them.
Our team of field engineers are distributed across the world. They are available to install and support Oak Innovation’s communications management solutions.
Provides a 2-hour training session for up to 6 delegates. 1 remote training session is included in Gold plans and 2 session in Platinum plans. Further sessions are available on request.
An Oak project manager will assist you with your communications management project. Our project managers can manage a range of activities, for example; new deployments, custom integration and multi-site software upgrades.
An Oak engineer will remotely connect and run a series of diagnostic tests. The report will outline any changes or updates required to optimise system performance. A remote site audit is required before we can bring a system back onto a Support Plan.
An Oak engineer will remotely connect and assist with the analysis of call data. This may be useful when auditing an Oak system against other management systems or when an in depth analysis of communications activity is required.
An Oak engineer will remotely connect and assist with the migration of call management or call recording data to or from another PC. This may be useful if you are upgrading or relocating your Oak system.
Provides a tariff update for your call management system.
A call data record update may be required when upgrading or changing your voice system.
Installation of client software on PC.
May be required when re installing Oak software on a new server.
Digital transformation is driving a world in which people, machines and information are connected. In addition to our ‘off the shelf’ CRM integration capabilities, our team of developers can assist with custom integration and development needs to help your systems work better together.
What our Customer Are Saying
"Fast service, knowledgeable & friendly."
"Very fast turnaround time; the issue was fixed within 10 mins. Great service as always."
"Quick response, providing me with the answer I needed and further advice. Thanks for your help."
"Good, quick, supportive and knowledgeable service."
"Great turnaround time. Clear and easy information to understand."Great service as always."
"Very helpful and maintained constant communication while dealing with the issue, even out of hours sometimes. Credit to your Support Staff."
"Nick was very helpful and responsive and even willing to work later to help us resolve an issue with our recorder. Eventually got the issue resolved with a Teams discussion between all."
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