Learn about our PortaCare and PortaCare Pro subscription programs for maintenance and technical support.
At PortaOne, we’re proud of the reputation we have earned for our support services. The PortaOne Technical Support Team has continually earned the honor of providing ‘best-in-industry’ support.
We offer world-class technical assistance to our customers, working with them as partners to ensure that their optimal networking solutions are deployed, maintained, and upgraded in an efficient, cost-effective manner.
Support Team Lead
We know that speed, accuracy, and communication is critical to our customers’ continued business success. Thanks to our PortaCare and PortaCare Pro programs, we are able to ensure all of this and maintain a high standard of support and assistance.
We offer two support options. PortaCare is great for everyone. PortaCare Pro is made for the most demanding businesses whose operations require that extra level of attention.
PortaCare consists of three fundamental benefits:
Customers can contact the PortaOne technical support team any time of day, any day of the year. This includes:
Our automated monitoring system is constantly monitoring your PortaSwitch and PortaBilling installations to help prevent issues before they happen. This includes:
PortaOne uses an agile method of updates that meets our customers’ demand for faster functionality deployment. This includes:
PortaCare Pro is a subscription program that includes all of the benefits of PortaCare, with even more added value: real-time communication with engineers, personal attention, a combined $20,000 in credits for cloud and professional services, and 24/7 engineering assistance.
PortaCare Pro gives you all the engineering assistance and regular system updates (with all the new features included in those new releases!) that you’ve come to expect – and more:
Gain exclusive access to someone who knows your goals, your technical issues, and how to communicate your needs to every PortaOne department to guarantee that your issues are resolved ASAP on your behalf.
Your Customer Success Manager can even help you realize your vision for a new product or service by sharing successes and best practices from other PortaOne clients, arranging business analysts and other experts to build a project plan, and coordinating development and integration – ensuring a successful launch.
With PortaCare Pro, you have a direct line that connects you immediately with our technical support center 24/7.
One phone call ensures a Customer Success Manager and the appropriate technical support engineers are involved, speeding up the resolution process and keeping you informed at all times.
We offer a real-time chat option to decrease time spent in clarifying issues – and increase the efficiency of your working day.
Schedule a chat in advance to guarantee the availability of our expert engineer. Your chat history is saved and available for review, even after the chat is over.
Gain a valuable bonus credit for a wide set of services that will provide you with comprehensive support and safety for your business. This includes:
We have established a system which guarantees your requests are addressed as quickly and as efficiently as possible.
For a complete breakdown of the update commitments based on the priority of the request, please see the chart below.
How it works:
| Priority 1 | Priority 2 | Priority 3 | Priority 4 | |
|---|---|---|---|---|
| 1st Email | 1 hour | 2 hours | 1 business day | 2 business days |
| Updates | Hourly, or as agreed between customer and PortaOne | Every two hours, or as agreed between customer and PortaOne | Once per business day, or as agreed between customer and PortaOne | Once every other business day, or as agreed between customer and PortaOne |
If the support requested is not resolved within the defined time limits, the following managers will be notified for further assistance.
| Priority 1 | Priority 2 | Priority 3 | Priority 4 | |
|---|---|---|---|---|
| Immediate | Technical Support Manager | |||
| 1 hour | Customer Relations Manager | Technical Support Manager | ||
| 4 hours | CTO | Customer Relations Manager | ||
| 8 hours | CTO | |||
| 48 hours | Technical Support Manager | |||
| 96 hours | Customer Relations Manager | Technical Support Manager |
Stories linking everyone in TelecomToll-free calls (phone & Skype)
+1 866 747 8647
Calls & faxes from abroad:
+1 604 628 2508
Email
contact@portaone.com
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Helping telcos connect people since 2001
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PortaOne, Inc.
A113 – 2099 Lougheed Hwy,
Port Coquitlam, BC V3B 1A8 Canada
