Oak Support

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.

Support Library for Teams recording or reporting solutions
EXPLORE INFO
Support Centre for on-premises call recording, call reporting & ContactAssist
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All The Benefits Of Cloud

Hands-on support for ClarifyGo and QualifyGo

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

Flexible plans for call recording, call reporting & ContactAssist

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.

Silver

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

1,3 or 5 year contract

Designated account manager

option

Designated account manager

option

GOLD

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

1,3 or 5 year contract

24hr support

Extra

Active health monitoring

Extra

platinum

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

1,3 or 5 year contract

24hr support

Extra

Active health monitoring

option

Support Plan Extras

XtraCare
Designed to reduce the pressure on your IT team, XtraCare gives us secure, unattended access to your Oak server to resolve issues quickly.  
Active health monitoring
Identify and address issues before they affect service. This option is available to Gold users - Active health monitoring is included in Platinum support plans.
24 hour support upgrade
Designed for organisations where system uptime is a priority for compliance or legal purposes. Option available to Gold/Platinum subscribers.
Onsite support
Where remote access is restricted by your security policy, our engineers can provide fixes, updates or training onsite. Platinum subscribers only.

Pay-as-you-go Services

The following additional services are available to all SupportX customers as and when you need them.

Onsite support

Our team of field engineers are distributed across the world. They are available to install and support Oak Innovation’s communications management solutions.

Remote training session

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.

Project management

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.

Remote site audit

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.

Data analysis

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.

Data transfer/import

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.

Tariff update

Provides a tariff update for your call management system.

SMDR / CDR interface update

A call data record update may be required when upgrading or changing your voice system.

Remote client installation

Installation of client software on PC.

Remote re-installation

May be required when re installing Oak software on a new server.

Bespoke professional services

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.

TESTIMONIALS

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."

get In touch

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