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 firstname.lastname@example.org.
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.
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.
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.
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.
As needed, the BT Diamond IP team will send out Technical Bulletin emails to customers related to security notifications, release availability or appliance platform updates, as well as expanded platform offerings, technical tips, software patches, and supplemental documentation.
Our quarterly customer newsletter, the Spotlight, is issued to notify customers about expanded service offerings, technical tips, software patches, and supplemental documentation.
In rare 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.
BT Diamond IP strives to continuously improve its products. The company is dedicated to enhancing productivity, ease-of-use, and functionality. The company will periodically distribute new releases of its software products and appliances, complete with documentation to support added features. Upgrades are streamlined and appliance upgrades can be performed centrally from your IPControl Executive or Sapphire EX appliance.
Currently, BT Diamond IP customers can initiate a service request via email or by accessing our support site via the Support tab above. Customers are also able to access our extensive knowledgebase on our support website for electronic help and how-to articles.
Our annual user conference provides a great opportunity to learn about IPControl Sapphire products, network with fellow customers and BT Diamond IP experts, and have some fun! Sign up today!
As a customer, you may be asked to complete a survey to evaluate the services provided by the BT Diamond IP team, not only in terms of the Technical Assistance Center services, but also in terms of the products themselves. We encourage customers to complete these surveys to provide us feedback on how we’re doing and how we can improve our product and services.
For more information about our IP network management solutions, send an email to: email@example.com and include your geographic location, and one of our sales people will get in touch with you.
If you have an account, log in to the BT Diamond IP Support Portal:
Need an account? Contact BT Diamond IP Support.