The TantaComm Technical Support Team offers multiple levels of maintenance and support programs designed to meet the needs of its clients and their diverse business requirements.  The different tiers of support offer a BPO complete flexibility when planning around its business environment, internal resources, and budget.  Each tier of support leverages TantaComm’s 5-Step Incident Management Process, which includes:

1) Notification
2) Diagnosis
3) Resolution
4) Root Cause Analysis
5) Review and Preventative Action

Level I - Standard maintenance entitlement on all supported products

Includes the following:

• TantaComm’s Remote Support via provided connectivity
• When hardware breaks, a fix, repair, or replacement solution is offered
• Hours 8:00 a.m. to 5:00 p.m. Central Time (Monday through Friday, except official U.S. holidays).  

Level II - After-hours phone support, on pre-defined severity level cases. 

In addition to all Level I entitlements, this level features the following:

• Software version upgrades
• Dedicated Account Manager
• Allotted administrative services

Level III - Premier maintenance program, offering all Level I and Level II entitlements in addition to the following:

• Enterprise license management
• Allotted professional services
• Quarterly business reviews