Support

BT Diamond IP provides a full service Technical Support Center with a variety of service offerings to support our software products. We offer telephone and email support for problem resolution and operational assistance, as well as product patches, upgrades, and technical bulletins.

Our technical expertise and support services ensure that customers can quickly deploy new services while maintaining maximum system uptime. BT Diamond IP has established a comprehensive escalation program to guarantee customers a prompt, reliable resolution to any technical issue.

To reach technical support via email, contact swsupport@ins.com.

Phone Support

BT Diamond IP has an expert support team dedicated to accurately addressing customer issues promptly. Technical support representatives field first line calls from customers, and follow a rigorous support process to ensure prompt resolution to any customer request. During normal business hours support technicians are available to respond to any customer or partner inquiry. Support on a 24 x 7 basis is also available.

Support Numbers

• TAC: +1 610 280 2345

Main Numbers (Exton, PA)

• Toll-Free (U.S. only): +1 800 390 6295
• Direct: +1 610 423 4770
• Fax: +1 610 423 4774

Each support call is logged into the BT Diamond IP call center database and tracked using a unique call number. A support technician is assigned to each call and acts as the customer's advocate to guarantee that the problem is resolved to the customer's satisfaction.

Problem Management

The Support Team's goal is to quickly resolve any software issues. The Technical Assistance Team has extensive experience supporting customers in the telecommunications industry. Once a call is logged and prioritized, the ownership of problem resolution stays with the originator (support technician). All calls are tracked in a special Source Control System that provides the engineer with all the current information on any open call and identifies what actions have been taken since the call was initiated.

When needed, field technicians are available for on-site troubleshooting and problem resolution.

Operational Assistance

Although many calls are product related, there are occasions when the issue is operationally driven. BT Diamond IP support technicians are available to provide advice about how to optimize the overall system configuration.

Technical Bulletins

Technical bulletins are issued to notify customers about expanded service offerings, technical tips, software patches, and supplemental documentation.

Emergency Software Releases

In situations where a software issue critically affects a customer's operation, BT Diamond IP will engineer a solution that is distributed via an Emergency Release process. This process will provide a complete maintenance release of the software that rectifies the problem.

Feature Releases

BT Diamond IP strives continuously to improve its software. The company is dedicated to enhancing productivity, ease-of-use, and functionality. The company will periodically distribute new releases of its software products, complete with documentation to support added features.

Online Services

Currently, BT Diamond IP customers can initiate a service request via email. In the future, customers will be able to access electronic help through knowledge-base software.

Annual Operations Review

Customers can schedule an Annual Operations Review, whereby a support technician will meet with the users to understand the utilization of the system, answer questions, evaluate system performance, and discuss key issues with management personnel. Afterwards, the specialist will provide a detailed written analysis highlighting system performance results, operational evaluation, and suggestions for improvement.

For more information about our IP network management solutions, send an email to diamondip@ins.com and include your geographic location, and one of our sales people will get in touch with you.