Handling nearly 5 million customer interactions per year our Tier 1 support team understands that technology exists in virtually every aspect of our society, in business and in our personal life. Customers and Consumers alike rely on technology’s benefits every day. When technology doesn’t work, they need fast, competent assistance.

Full Service Offering Features:

• Experienced, professional technical staff

• Flat rate pricing

• Audio recording of every call

• Cloud based CRM included

• Real time alerts via Email, SMS, social media

• Custom training materials for your application

• Network Monitoring

• Multi-Lingual Support

• Operations manager available for weekly meetings and best practices     review

• North American support

• Unlimited DID and 800 numbers, each with a custom queue

• Comprehensive Statistics on all calls

• Multi-level Escalation Emergency plan, fully documented for each queue

• HIPPA compliant virtual desktops

• HIPPA compliant phone system

 

Building and managing your own technical call center is labor-intensive and expensive. Using your highly skilled developers and software engineers to support basic end user inquiries is both costly and disruptivePeacey Systems 24/7/365 Tier 1 technical support customer call center (TSCC) provides all the help your customers want and need. We handle all initial customer inquiries, support the day-to-day issues and resolve most user problems during the first contact/at the first point of contact, to provide expert care to your end users. Only complex problems are escalated to your internal experts.

Wi-Fi Support:

Guest Support Service available 24 x 7 from our Support Team and includes the following troubleshooting steps:

 

Basic Wi-Fi Configuration support – Initially determine if end user has a working Wi-Fi device and is locating a Wireless Signal, using guidelines set for the most common types of Wi-Fi devices.

 

SSID configuration – Verify correct SSID for the location that end user is accessing and that the correct SSID is set in their Network Connection, using basic guidelines for the most common operating systems and Wi-Fi devices.

 

Login difficulties – The Support Team reviews the correct format for the username on the login pages with the end user. Then the Team attempts to verify that the correct settings are enabled in the end user’s Browser, and that they are not using security software that may be blocking access.

Location specific coverage issues – Location details of the Hotspot that the End-User is accessing are verified, and then they are directed  to any specific coverage location(s) listed in the database.

 

E-mail – Provide the End-User with the settings needed to send and receive email over a wireless connection, using the most common email programs.

 

VPN issues – The team will assist in setting up a new VPN connection, based on common guidelines. They will direct the end-user to their own Network Administrator, for any settings on an existing VPN, that the end-user is trying to access.

 

24×7 Guest Services Scope of Work – Tier I and Tier II

 

Tier I: Support Definition and Scope of Work 

 

Responsible for issues that are related to the guest’s PC and in-room devices, specifically:

 

Most popular Desktop Operating Systems

(Device status, networking functionality)

 

Desktop Applications:

  Microsoft Windows 2000/2003 family

  Microsoft Windows XP

  Microsoft Windows Vista

  Microsoft Windows

  Apple OS X

  Apple OS

  Web Browsers

  E-mail clients

  VPN

 

Networking (LAN) Verification:

  Gateway status/availability (Server is ONLINE)

  Packet loss to gateway

  Network component availability(Switches, CMTS, DSLAM, Controller, NMS)

 

Non-PC Device setup

   iPad, iPod, etc.

   iPhone and Smartphones

  Gaming stations (Xbox, PS2, or similar) (bandwidth limitation)

 

 

Tier II: Support Definition and Scope of Work 

 

TSEs are responsible for the entire Tier I scope plus the following:

 

Network Administration

  WLAN/LAN Availability (power cycle AP, Switches, Server, ISP-CPE once)

  Server/Gateway status/availability

  Authentication issues (Meeting Rooms)

  ISP availability and service verification (packet loss, trace routes)

  Failure analysis (Trouble sites)

  Wireless Coverage testing

  Line Testing (CAT-5,CAT-3,xDSL)

  AP Troubleshooting (AP good/bad)

  Meeting Room Troubleshooting

  Network Configuration and Verification

  Network management tools to test network connections (packet loss)

  Check hardware(WAP, Switches), firmware and configurations

  Patch gateways with the tools provided by the client

 

Tier II agents will service all tickets escalated from Tier 1 and try to find a solution to the customer’s problem on their own or through resources available to them including Tier III technicians specifically reaching out to Tier III for input during available hours for ongoing specific issues for input, direction and collaboration.

Escalation Process

 

All steps followed as per customer requirements or brand standards.

 

Escalation: Tier 1, Tier 2 investigation is complete and the issue is still not resolved. Both Tier 1 and Tier 2  technicians alert a supervisor on duty to  review the tier 1 and 2 steps.

 

Supervisor on duty confirms escalation, all techs and supervisors involved sign and submit the ticket as an escalation. This provides  a clear chain of custody on every ticket, for any subsequent review that may be required.

In the event of a mass outage, the supervisor will initiate the appropriate outbound call protocol to the designated Tier 3 engineer(s), based on the customer’s established company policy.

 

Weekly operations call: To review operations, specifically all resolved and escalated calls,  to improve and ensure best practices, which are provided to the support team for training purposes.

 

Peacey Systems Support Agent

Peacey Systems Support Agent

Advanced Performance Monitoring 

7X24 Monitoring 

Peacey Systems will proactively monitor Customer selected Network Device(s) 7X24 by polling the monitored device(s) every 2 minutes (default setting), via ICMP Ping or SNMP. If a monitored device fails to respond to 7 consecutive polls at 2-minute intervals, a trouble condition will be identified and a ticket will automatically be generated.

Fault Detection

A trouble ticket is generated in Peacey Systems’ Trouble Ticketing System (TTS). Customer may specify who in their organization is to be notified  and can stipulate specific personnel for notification, based on various parameters at its discretion.

Real Time Network Monitor

Real Time up/down status of each monitored device presented graphically is available via the Peacey Systems Network Monitoring System (NMS) Portal and provide access to the latest 50 up/down events on each monitored device.

Proactive Fault Detection

Peacey Systems monitors for intermittent problems by scanning the logs every two hours to identify any device with three or more missed poll events during the previous two hour period.

Additionally, every morning Peacey Systems’ system will scan for devices that had six or more missed poll events during the previous day.  If these scans detect any devices that exceed these thresholds, a proactive ticket may be opened in the NMS Trouble Ticketing System.

Online Trouble Ticketing System Access 

Customer will have online access to view and manage all trouble tickets opened during the last 12 months. This will allow customer to:

·       open trouble tickets online to report a service condition

·       add comments to the log of an existing ticket to provide information which may assist in resolving the trouble

·       view status and log of an existing trouble ticket

·       view historical ticket information

·       receive email notification of ticket status change (optional)

Availability Reporting 

Peacey Systems  will provide  a Monthly Availability Report on the 1st of each month, accessible via the  NMS Portal.  This report will provide daily,  monthly and per unit  availability statistics for all monitored devices.

MTTR/MTBF Reports

Monthly reports providing Mean Time to Repair (MTTR) and Mean Time Between Failure (MTBF) statistics on the entire network and on each device.

Availability Queries

Customer will be able to produce ad-hoc reports on monitored device availability and latency with this feature.  Report variables include detailed vs. summary, start date, end date, days of the week, start time, end time, and availability percent threshold.

Auto Customer Notification

The Peacey Systems  monitoring system can provide automatic notifications via email or text. This system may be configured to alert customer on new, updated, closed, and proactive tickets. Peacey Systems  also provides a web based tool to maintain an on call staff schedule, so that the system will only send alerts to those who are available at any point in time.

Stored Customized Reports

The Peacey Systems’  NMS will provide the means to store variable settings for some ad-hoc reports.  This feature also provides the ability to run various scheduled reports and email them  to the customer.

Advanced Performance Monitoring 

Includes all of the Monitoring features detailed above, plus the following:

Bandwidth Alerts 

Bandwidth alerts provide a mechanism for real-time performance monitoring. Customer can create Bandwidth Alerts via the NMS portal for each monitored device that includes a bandwidth utilization threshold, time-period thresholds and an email address list. The system will check every 30 minutes to determine if the specified thresholds have been exceeded. If so, an email will be sent immediately to the email addresses specified in the alert configuration, with a notification that provides details on the threshold settings and the actual utilizations recorded.

Performance Queries  

Queries can be made via the Portal for utilization statistics to help manage the bandwidth sizing of monitored devices. High Utilization Reports and Low Utilization Reports can be used to adjust bandwidth as appropriate, for increased performance and cost savings. A Custom Report interface is also provided for detailed ad-hoc reporting on network utilization. The 30-minute average poll data collected by NMS  will also be stored in a SQL database for a period of 60 days. The query results are presented in a tabular format.

Performance Graphing  

In addition to the tabular reports available in Performance Queries, the 60 day sample of 30-minute average poll data can be presented in a graphical format. The following graphical reports will be made available via the Peacey Systems’  NMS Portal:

·       Bandwidth Utilization by Day

·       Bandwidth Utilization by Hour

·       High Bandwidth Occurrences by Day

·       High Bandwidth Occurrences by Hour

·       Top 10 High Bandwidth Occurrences

·       Top 10 Average Utilizations

·       Average Utilization by Day

The following features can be added to the Pro-Active Performance Monitoring or Enhanced Pro-Active Performance Monitoring: 

Flow Reports

Flow Reports allows for specific application reports of traffic traversing the managed device. When enabled, the router will keep session counters open for traffic between two IP addresses by port & protocol, storing such things as the TOS byte, AS Numbers, and the number of bytes sent in how many packets. When the session is over (or every 1 minute if it lasts longer), the router will send a “flow record” with all of the relevant information to a collector server. The collector server will then read the flow records and provide it to a system function that will process the information and store it in the database. It will split it out by application, do any traffic validation as needed, and determine the customer defined application it falls under. The data is then rolled up into 5-minute summaries and stored in the customer tables for reporting. The data is also summarized into hourly and daily periods. This Flow Management tool can be used to set up what data gets stored, what data is ignored, and also some basic display formatting of the actual reports.

 

checkmark ACD with Call Distribution Algorithms
checkmark Skills-Based Routing
checkmark Priority Routing
checkmark Time-of-Day Routing
checkmark Voicemail Routing
checkmark Web & Queue
checkmark Incoming Call Whisper
checkmark Toll-Free Numbers
checkmark IVR with Intuitive Script Designer
checkmark IVR Scheduling
checkmark Professional Prompts for Self-Service
checkmark Text-to-Speech & Speech Recognition
checkmark In-Queue & Estimated Wait Time
checkmark CTI Screen Pop
checkmark Post-Call Surveys
checkmark CRM Integrations
checkmark Agent Desktop
checkmark Contact Database
checkmark Softphone
checkmark Call Recording
checkmark At-Home Agent Capabilities
checkmark Easy-to-Use Administration Tools
checkmark Real-Time, Historical, & Custom Reports
checkmark Drag & Drop Script Design
checkmark Agent Scripting
 

System Disposition Descriptions

The table below lists all system dispositions along with a description.

Name

Description

No Disposition

Default disposition selected by agents when no dispositions are defined for a campaign.

System Error

System failure, such as lost database connection.

Dial Error

Carrier failed to dial a number. A specific form of a system error.

Busy

Busy signal when number was dialed.

No Answer

Rang but no answer (dial timeout is set in profile).

Abandon

Caller hangs up when the call is in ACD queue, or queue time has expired for an outbound call that was not answered by agent.

Fax

Called party identified as fax machine.

Answering Machine

Called party identified as answering machine.

Declined

Default disposition for records skipped by agents during preview.

Do Not Call

Agent requested that caller’s number be added to DNC list.

Recycle

Agent requested to redial this number.

Agent Error

Agent session terminated before a call is completed, which occurs when the agent’s connection to the VCC is severed during a call.

System Shutdown

Domain host shut down during a call.

Caller Disconnected

Caller hung up while inside the IVR but not in an ACD queue (see abandon). Seen when caller disconnects during the IVR process or when listening to a prompt. Default disposition for many IVR modules.

Unknown Connection

System disposition used when a digital phone line is identified during call progress detection.

No Response From Caller

Caller did not provide a response to a prompt, such as entering digits. The disposition can be assigned to a module in an IVR script.

Sent To Voicemail

Caller was directed to Five9 VCC voicemail.

Operator Intercept

Called party was preempted by a telecom operator. Could be due to invalid number or other operator required calls.

Queue Callback Assigned

Queue callback request created and delivered to an agent in place of the call.

Queue Callback Timeout

Queue callback request created in place of the call, but no agents were available during the specified time.

Station Session

Used for calls by a PSTN telephone. The agent’s connection time is billed as long distance for the leg between the agent’s phone and the VCC.

Transferred To 3rd Party

Caller transferred to as third-party participant.

3rd Party Transfer

Recipient of a third-party transfer. 3rd party transfer participant – called party the first caller was transferred to.

Hardware Timeout

System encountered a timeout from the phone dialing hardware.

Hang Up

On telecom level we send DialEvent CONNECT_HANGUP when outbound call is disconnected before ISDN connect or after it if channel performs Answering Machine Detection on this call. It is not similar to OPERATOR_INTERCEPT: no reason to repeat call to this number. Repeating call after CONNECT_HANGUP could be successful.

Five9 dials a number. If the call is disconnected by the dialed party or the party’s carrier, the Five9 dialing timeout was not yet expired when the disconnect occurred unlike a NO_ANSWER disposition.

On further processing higher level (Campaign) DialEvent CONNECT_HANGUP cause HANGUP disposition to be set.

Voicemail Processed

Voicemail completely processed by agent. No further action required.

Voicemail Dump

System disposition used to indicate when a voicemail recording must be discarded by the system. Bad voicemail that should be deleted.

Forward Participant

Used for the forwarding leg of the call when a call is forwarded to an agent’s alternate phone number when using call forwarding and the agent is not logged in.

A call to the campaign is forwarded to a specific agent (not to skill), this agent is not logged in and VCC forwards this call to the external number. So the VCC sets this disposition for the second call (from VCC to agent’s call forward phone).

Forwarded

Used for the initial leg of calls that are forwarded to agents’ alternate phone numbers when using call forwarding. Disposition for the first call (from customer to VCC).

Internal Call

Special disposition for internal calls (internal calls do not belong to any campaign).

Force Stop

Call is disconnected because a campaign is force stopped by an administrator or supervisor.

Resource Unavailable

Inbound call arrives in the system, but it is not handled because no virtual inbound lines are available.

Applies to inbound campaigns only. No campaign lines or domain lines were available when the call was received. Call was rejected.

Reporting catalog – describes the columns available for the different reporting data sources:

https://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/reporting/dashboard-report-catalog.pdf

Utilization Reports  

Performance Reports can monitor the traffic load of network connections, and generate graphical reports with up to date visual representations of bandwidth consumption. The graphs are embedded into web pages and viewed via the Peacey Systems’  NMS Portal from a web browser and display daily, weekly, monthly and full year utilization patterns.  Peacey Systems  will poll each monitored device via SNMP. These polls shall be performed every 5 minutes, 7×24. 

The data shall be stored as 

5-minute average data for a period of 34 hours

after which the data will be stored as 

30-minute average data for a period of 8 days 

after which the data will be stored as 

2-hour average data for a period of 5 weeks 

after which the data will be stored as 

24-hour average data for a period of 13 months.  

Peacey Systems’ NMS Performance Reports may include daily (5-minute), weekly (30-minute), monthly (2-hour) and yearly (24-hour) statistics.

 

Customer Responsibilities Specific to Monitoring  

Customer will provide Peacey Systems  access to an IP (Internet Protocol) routed network using publicly-routable IP addresses or privately-routable IP addresses (RFC 1918) for all monitored device(s). If IP addresses are private, then Customer will work with Peacey Systems  in performing static Network Address Translation (NAT) for all monitored device(s). This access to the Customer’s network will be via a dedicated circuit provided by the Customer from the Customer’s location to Peacey Systems’ NMS facility or via an encrypted VPN tunnel between the Customer VPN device and a Peacey Systems  VPN device. Peacey Systems  shall use this access for the sole purpose of fulfilling its obligations as specified in the SOW.  In addition, Customer is required to:

·       Utilize standard Internet browsing software for access to the Peacey Systems NMS monitoring platform

·       Provide the necessary network connectivity to allow Peacey Systems access to all Customer monitored devices

·       Provide login credentials for dial-in functionality

·       Ensure that if IP addresses are private then Customer’s router connected to Peacey Systems devices or the Customer router connected to Customer devices must be capable of performing static Network Address Translation (NAT) for each supported device

·       Provide to Peacey Systems (and change, if necessary) SNMP community strings and router log-in passwords.

Virtual Contact Center Analytics helps you:

·       Quickly identify significant trends in how you are serving your customers with “at a glance” visualizations.

·       Filter out the noise and focus on the things that are impacting your customers’ experiences.

·       Identify high performing agents and those who need coaching or assistance.

·       Detect performance anomalies to catch issues before they become widespread.

·       Stay on top of your team’s performance, no matter where they are.

·       Create custom reports that help you see what is important to your business.

VCCA’s highly visual and intuitive dashboards give you instant understanding of call center performance. Powerful tools show you what is going well and where you need to focus resources to improve your customer experience.

·       Big Picture Dashboard: See how customer contacts are interacting across all media and queues. Instantly understand how many calls are being handled and how many are being abandoned. 

·       Queue Dashboard: Get a full view of the call volume and performance of each of your queues across all media. Check up on how your customers are being handled, by “lassoing” queues into groups for quick drill down. 

·       Agent Comparison Dashboard: See how all of your agents are performing against key metrics, regardless of what group they are in or which queues they are supporting. 

·       Agent Group Dashboard: View which agent groups are handling which types of interactions, to ensure that the right folks are helping the right customers.·       Ensure that SNMP polling capability is activated on a monitored device.

 

Reporting

Peacey Systems uses 8×8 Virtual Contact Center Analytics (VCCA) to provide industry-leading insights about the performance of your contact center. More than just data, 8×8 Analytics brings powerful graphical tools that reveal actionable business insights and is fully integrated with Zendesk, an industry first.

Press Release:  https://www.8×8.com/resources/customers/peacey-systems 

·       Flexible reporting options with a variety of presentation formats help you focus on what is important to your business.

·       Scheduled report creation and delivery ensure you always know the status of your contact center.

·       Powerful filters allow you to focus in on key information you need to run your business.

·       Bubble charts and “lasso” capabilities identify notable information to quickly detect critical trends that would otherwise be hidden.

·       Track performance against key SLAs over time.

·       Compare “good” and “bad” heat maps for instant insight into the quality of service being provided.

vcca-big-picture-dashboard-lg2

 

Virtual Contact Center Analytics helps you:
  • ·       Flexible reporting options with a variety of presentation formats help you focus on what is important to your business.

    ·       Scheduled report creation and delivery ensure you always know the status of your contact center.

    ·       Powerful filters allow you to focus in on key information you need to run your business.

    ·       Bubble charts and “lasso” capabilities identify notable information to quickly detect critical trends that would otherwise be hidden.

    ·       Track performance against key SLAs over time.

    ·       Compare “good” and “bad” heat maps for instant insight into the quality of service being provided.Quickly identify significant trends in how you are serving your customers with “at a glance” visualizations.

  • Filter out the noise and focus on the things that are impacting your customers’ experiences.
  • Identify high performing agents and those who need coaching or assistance.
  • Detect performance anomalies to catch issues before they become widespread.
  • Stay on top of your team’s performance, no matter where they are.
  • Create custom reports that help you see what is important to your business.

Our highly visual and intuitive dashboards give you instant understanding of call center performance. Powerful tools show you what is going well and where you need to focus resources to improve your customer experience.

  • Big Picture Dashboard: See how customer contacts are interacting across all media and queues. Instantly understand how many calls are being handled and how many are being abandoned.
  • Queue Dashboard: Get insight into the call volume and performance of each of your queues across all media. And check up on how your customers are being handled by lassoing into groups of queues for quick drill down.
  • Agent Comparison Dashboard: See how all your agents are performing against key metrics, regardless of what group they are in or which queues they are supporting.
  • Agent Group Dashboard: Gain insight into which agent groups are handling which types of interactions, to ensure that the right folks are helping the right customers.

vcca-queue-dashboard-lg

 

  • Flexible reporting options with a variety of presentation formats help you focus on what is important to your business.
  • Scheduled report creation and delivery ensure you always know the status of your contact center.
  • Powerful filters allow you to focus in on key information you need to run your business.
  • Bubble charts and “lasso” capabilities identify notable information to quickly detect critical trends that would otherwise be hidden.
  • Track performance against key SLAs over time.
  • Compare “good” and “bad” heat maps for instant insight into the quality of service being provided.

vcca-agent-dashboard-lg2

 

  • Total control over the data and format of your reports
  • Get alerts when key metrics are out of bounds
  • Ability to save and schedule favorite reports to provide key insight when it’s needed
  • A variety of visualization options to immediately see your customer experience and your team performance
  • Manage your contact center from anywhere, on any device

VO_analytics_chart_7-2015

Peacey Systems ZenDesk Integrated Support System

Peacey Systems Zendesk Integrated Support System

 

Imagine your company offering fully integrated customer service with all the features of Zendesk included…Imagine your company offering fully integrated customer service with all the features of ZenDesk all included, watch:

We make your team stronger 

Questions:

• Do you want to support your customers 24/7/365?

• Is managing your own call center distracting you from your real business?

• Are support costs hurting your bottom line?

• Do you want real-time visibility into the support being provided to your customers?

• Are your customers unhappy with the support they are receiving?

Answers:

If you answered yes, then Peacey Systems is ready to help you. Our team knows that your success is enhanced/affected by the quality of your customer service. We work with you to create consistent, positive customer experiences by combining your brand values with Peacey Systems’ expertise and technology. Whether you need a completely outsourced solution or help with a particular segment of end-user support, Peacey Systems can help. Our professional team handles more than half a million support calls annually from clients across North America.

Key Features of Peacey Systems Call Center Service:

• 24/7/365 operations

• Multilingual support

• Customized and privately labeled, according to your brand and values

• Cloud based alerts and document sharing

• Friendly Customer Care representatives to handle registration and accounts   enquiries

• Highly skilled Technical Support agents

• Phone, email, chat and remote diagnostic support

• Sophisticated call routing

• Quality monitoring and management program

• Guaranteed service levels according to customer requirements

• Flexible billing models 

Peacey Systems enterprise grade CRM ticketing and support management system provides:

• A powerful set of tools to log, manage and resolve issues

• A client extranet interface to provide real time and historical visibility to all services we deliver to your customers and end users

• An end user interface where your customers can view FAQ’s, knowledge base articles and their own personal call history. End users can also request services via phone, e-mail or live chat

• Detailed call statistics and reporting

Peacey Systems Support core competencies include: 

ü Tier 1/2/3 support 

ü HSIA support 

ü computer

ü CRM

ü PC 

ü tech support

ü help desk

ü Call Center Management

ü IT outsourcing

ü desktop support

 

For more information on Peacey Systems technical call center, please contact the Sales Department at sales@peaceysystems.com 

Peacey Systems

Official Distributor of ANTLabs, C, Zhone and Tier 1 Support Provider.

For a more in depth overview of our services click here

To reach Sales:

Emailsales@peaceysystems.com

PH:  1 (888) 490 3773

connectivity

Questions:

• Do you want to support your customers 24/7/365?

• Is managing your own call center distracting you from your real business?

• Are support costs hurting your bottom line?

• Do you want real-time visibility into the support being provided to your customers?

• Are your customers unhappy with the support they are receiving?

Answers:

If you answered yes, then Peacey Systems is ready to help you. Our team knows that your success is enhanced by the quality of your customer service. We work with you to create consistent, positive customer experiences by combining your brand values with Peacey Systems expertise and technology. Whether you need a completely outsourced solution or help with a particular segment of end-user support, Peacey Systems can help. Our professional team handles more than half a million support calls annually from clients across North America.

Key Features of Peacey Systems call center service:

• 24/7/365 operations

• Multilingual support

• Customized and privately labeled according to your brand and values

• Cloud based alerts and document sharing

• Friendly Customer Care representatives to handle registration and accounts enquiries

• Highly skilled Technical Support agents

• Phone, email, chat and remote diagnostic support

• Sophisticated call routing

• Quality monitoring and management program

• Guaranteed service levels according to customer requirements

• Flexible billing models Peacey Systems enterprise grade CRM ticketing and support management system provides:

• A powerful set of tools to log, manage and resolve issues

• A client extranet interface to provide our clients with real time and historical visibility to all services we deliver to their customers and end users

• An end user interface where your customers can view FAQ’s, knowledge base articles and their own personal call history. End users can also request services via phone, e-mail or live chat

• Detailed call statistics and reporting

Peacey Systems Support core competencies include Tier 1/2/3 support:  HSIA support, computer, CRM, PC, tech support, help desk, Call Center Management, IT outsourcing and desktop support. For more information on Peacey Systems technical call center contact the sales department at sales@peaceysystems.com Peacey Systems Official Distributor of ANTLabs, Zhone and Tier 1 Support provider.

To read a further in depth overview of our services click here

To Reach Sales:

Emailsales@peaceysystems.com

PH:  1 (888) 490 3773

Peacey Systems Overview

OSS, BSS and Help Desk Services

 

TAB1.0 — Corporate Overview

Peacey Systems is an established wholesale service & support provider to the ISP, Telecom/WISP and Hospitality industries. Since 2007, with offices in North America and handling nearly 5 million customer transactions annually, we provide backend support to clients in a wide variety of markets, with very flexible pricing plans. Our proprietary web-based technology platforms deliver branded solutions including

Core Services 

(product catalogue support for marketing)

Subscriber Administration 

(authentication and access control)

Billing 

(credit card payment and/or invoicing)

Complete turnkey operations 

(full VISP including email, security, content filtering, personal web, network and Help Desk)

and provide our customers with many benefits including

• Reduced capital expenditures

• Reduced operating costs

• Reduced IT staffing requirements

• Enhanced, more efficient business processes

• Superior customer service

With our experience and technology, Peacey Systems can provide a complete solution to your company that provides:

·       One vendor solution for back office, billing, and support

·       Scalable solution to accommodate growth

·       Reduced capital expenditures and operating costs

·       Easily provide other value added services to enhance existing services

·       Integrate new WISP (Wireless Internet Service Provider) purchases by Peacey System to continually augment the scope of services provided

·       Competitive, customizable pricing to optimize clients’ margins on Peacey Systems services delivered

 

TAB 2.0 – Operational Support System (OSS)

Peacey Systems provides a hosted OSS solution that allows clients to use our robust system remotely to manage their business and end users.  The OSS was designed in an open architecture environment to support provisioning, management, and billing for IP based subscription services. The system is built on a flexible, real-time, fully integrated database architecture, that supports and communicates with our multiple application servers. The OSS design and architecture, in conjunction with Peacey Systems’ On Demand software, provides scalability, reliability and availability for small and large ISPs, telecommunication providers, cable operators and software companies.

The OSS system is maintained in our secure, carrier-class data center. No software or hardware is required at your facility in order to access and utilize our OSS. Our simple web-based interface ensures maximum flexibility and speed of deployment.

Important features of our OSS interface:

• Secure, web-based, real-time access to the OSS system

• Intuitive Graphical User Interface (GUI) facilitates easy navigation and use of the OSS, as well as reduces training time

• Customized administrative access rights, based on assignable permissions

• Brandable, customizable interface for end users, to access the OSS and manage their individual account information

The major components of the OSS platform include

Marketing and End User Sign-Up (Registration)

The registration of new end users is one of the most critical processes for any service provider. Our OSS has the flexibility to enable our customers to build and offer  multiple product plans and allow users to register for those services  directly on the website or via many/several other methods:

• A brandable, web-based registration page that can optionally process payment transactions at the time of sign-up

• API (Application Programming Interface) integration to existing systems

• A customized, branded sign-up CD

• Bulk import of customer database files via the OSS’ administrative web interface

• Our Help Desk analysts can take inbound calls from end users and process their registration during the call.

We help you to determine the registration method best suited to your needs and work with you to implement an efficient process.

Authentication

Our OSS provides critical authentication services that ensure the security of your network:

• Use a single log in for end users

• RFC (request for comments) compliant RADIUS (Remote Authentication Dial-In User Service – authentication, authorization and accounting by MAC address or username/password 

• Allows you to customize multiple RADIUS profiles and attributes

• Supports multiple domains on a single network

• Supports proxy RADIUS requests

• Supports diverse PPP authentication methods

• Provides extensive RADIUS reporting

• Accommodates unlimited RADIUS traffic

Service Provisioning

Service provisioning is the process of initiating a request for an IP-based service and subsequently making that service available to an end user. Any provider looking to launch a new service can attest to the fact that new services often require integration between systems. This integration work can consume valuable time and resources (which most companies don’t have) and ultimately lead to longer product release cycles. Let our service provisioning system take away those headaches and give you a competitive advantage by helping you launch new services faster than ever before.

Our OSS provides the following provisioning capabilities:

• Automated, real-time provisioning of all services and applications hosted by Peacey Systems

• Tight integration between provisioning and billing systems ensures the automated enforcement of business rules (e.g., suspension of services due to non-payment)

• Ability to automate external provisioning request-response transactions with third party vendors. Transactions are sent via HTTP or HTTPS POST, and can support multiple messaging formats (e.g., form submissions, XML, SOAP). Separate actions may be assigned for the creation, updating, and deletion of end user accounts

Whether the services are hosted and provided directly by Peacey Systems, or they’re provided by a third party vendor, our OSS can be the single provisioning engine that pulls everything together.

Account Management:

Our OSS enables the powerful and convenient management of your end users and their data within one system. Our OSS system provides:

• The ability to manage and communicate with end users, based on multiple criteria (e.g., organizational units, service plans, etc.)

• Customizable administrative access rights, based on assignable permissions

•The ability to add, remove and modify services and account information

• Customer care components for basic end user troubleshooting (e.g., trouble tickets, account history, etc.)

• An end user web interface into the OSS to allow self management

Billing & Transaction Processing

Our real-time rating and billing module enables you to:

• Support multiple business rules

• Create innovative pricing schemes, discounts, and promotions, to capitalize on revenue opportunities

• Introduce new IP-based applications, without having to introduce a new billing system

• Support one-off charges, as well as recurring charges

• Maintain tight integration between provisioned services and billing charges

• Integrate with multi-level, multi-jurisdiction tax tables (CCH)

• Produce NEBs-compliant statements and invoices

• Create your own billing cycles

• Control collections

Transaction processing provides:

• Robust and secure payment processing capability, that dramatically reduces the risk of internet credit card fraud

• Automated collection of payments via credit card or ECP (electronic check processing)

• Real-time authorization and settlement

Reporting

Measurement improves performance. Our OSS’ extensive real-time, web-based reporting provides access to the data and information required for successful daily operations, as well as continued analysis to assist with business processes improvement.

Our reporting module enables you to:

• Generate over 40 standard reports including billing, revenue, domains, usage statistics, activations, and services.

• Define custom reports by selecting and grouping the fields that you want to view

• Generate reports on a daily, weekly, monthly, and yearly basis

• Export data and reports to CSV, HTML, and PDF

• Customize access to reports, based on different administrative rights

API (Application Programming Interface)

The API is a transactional interface that allows you to integrate your existing systems with our OSS. The API gives you the power to leverage our OSS capabilities (e.g., provisioning, authentication, applications) while still maintaining control of your existing technology. This automated integration also enables you to benefit from our continued development of new features and applications.

• Our API uses a combination of industry standards and protocols (XML, HTTPS, etc.)

• The interface is implemented in a client/server model

• The API Client is an application developed by you or a third-party vendor, to interact with our API Server

• Network communications are facilitated via secure http (https) protocol over TCP/IP

TAB 3.0 – End User Services

The following list provides an overview of the various branded wholesale services that Peacey Systems can provide for our client’s end users.  All of these services are integrated and managed through Peacey Systems’ OSS.  Services can be provided on an “a la carte” basis, or bundled according to our customer’s requirements.

Authentication – RADIUS

Our OSS provides critical authentication services that ensure the security of your network:

• Uses a single log in for end users

• Allows RFC compliant RADIUS (authentication, authorization and accounting) by MAC address or username/password

• Allows you to customize multiple RADIUS profiles and attributes

• Supports multiple domains on a single network

• Supports proxy RADIUS requests

• Supports diverse PPP authentication methods

• Provides extensive RADIUS reporting

• Accommodates unlimited RADIUS traffic

Email

Our Email product is completely integrated with Peacey Systems’ OSSand includes:

• Secure, fully branded email with 24/7/365, 99.99% availability

• Hosted POP/IMAP Mail Server

• Secure, web-based administrative interfaces to maintain multiple email accounts and domains across hierarchies, without requiring specific hardware for each client

• Ability to add, delete, and modify email addresses, and change passwords

• Flexible amount of storage per email account

• Unlimited account usage

• Ability to add unlimited email aliases per account

• Secure, branded interface for end users to view, set up, and change mailbox options

• An anti-spam solution, with end user-configurable filtering controls

Spam Blocking

Peacey Systems employs multiple methods for Spam prevention, including RBL’s, IP filtering, Whitelist/Blacklists, and a variety of other tests.  Spam settings can be applied and managed for entire groups of end users or at the individual end user level.

Email Virus Scanning

Peacey Systems utilizes Sophos’ virus scanning engine, which is updated with the most recent “fingerprints” three times a day, and hourly, when necessary. End users are protected without ever having to worry about virus scanning software updates or lack of new virus notification.

Key features:

·      Real time virus scanning

·      Protection against viruses, Trojans, and worms

·      Continuous polling to detect the most up-to-date Sophos virus definitions

·      No requirement for new or additional hardware or software

·      Detection of viruses in compressed email attachments, including recursive archives

·      Ability to turn virus scanning on or off on a per end-user basis

Webmail

Webmail is a fully brandable, web-based mail application that enables end users to read and process email from a browser running on any computer that has access to the Internet. 

Interface branding allows templates to use extended HTML, so you can brand Webmail with your corporate logo

Easy-to-use features:

o   HTTP and HTTPS access

o   Support for multiple attachments

o   Display of used/available disk quota

o   Sorting by From, Subject, Date, and Size

o   Folder management and easy-to-use filtering rules to help organize messages into folders

o   Ability to create and edit signatures

o   Full print support

o   Ability to mark messages as Read/Unread

o   Ability to save messages for later use

o   Automatic viewing of images in email messages

o   Easy saving of attachments

o   Spell checking and dictionary for outgoing email

o   Ability for end users to customize their dictionary

o   Support for plain and HTML formatted messages

o   Recent Addresses list to simplify the sending of messages

o   Support for multiple Address Books

o   Ability to import Address Books from other email programs

o   Ability to create Group Lists

o   English, Spanish, and French interfaces and online help

Domain Name Services (DNS)

Our OSS provides a complete package for managing domain name services. Using our OSS, you can easily create, remove, and edit domain names and services. All server hardware and software is maintained at our site, and all maintenance is carried out by our staff.

Content Filtering

Peacey Systems brings unmatched Internet Content Filtering capabilities (Parental Control) with iCognito’s award winning PureSight software. This service enables your end users to restrict access to inappropriate content by blocking web sites in categories like pornography, weapons, gambling, chat, webmail, hate, and drugs.

Key features:

• Managed access to inappropriate material without interference with legitimate searches

• Identification of content that may be illegal, offensive, or dangerous

• Ability to block access to adult, gambling, hate, weapons sites, and more

• Ability to block access according to application, file type, and protocol

• Full support for PICS-compliant rating system

• Multilingual support

• Ability to generate reports that indicate which user tried to access which site, as well as a detailed log of all sites visited

• Ability to deploy the service to all users or to provision and charge on an individual, end user basis

Personal Web Storage

Peacey Systems provides personal web space services for end users. The client has the option of including Personal Web in a plan, or adding it to individual user accounts through the OSS interface:

·      Completely managed by web based OSS system

·      Personal home page under client’s domain, (www.isp.com/~enduser, for example)

·      Add or remove personal web page access with the click of a mouse

Peacey Systems web servers are UNIX-based.  Peacey Systems does not provide web page creation, development tools or FrontPage extensions.

Sign-Up CD / Dialers

For clients looking for connection software (i.e., signup CD) for end users, Peacey Systems can provide custom branded dialer software. This software installs multiple Internet applications (i.e. browser, email), self-provisions the PC for Internet access and presents the subscriber with a simple to use Internet desktop application.

Peacey Systems will operate the necessary servers for registration and account management functions.

Wholesale Network Access (Dial-up)

Through partnerships with multiple Tier 1 network providers, Peacey Systems is able to provide national dial-up access throughout the United States and Canada.  Whether it is a complete outsourcing solution or an additional access component to a client’s offering, Peacey Systems can provide the appropriate dial up access.

Network Accelerator

Peacey Systems provides SlipStream’s network accelerator technology to offer broadband-like speeds at a cost your dial-up customers can afford. By using compression and caching technologies, Web Accelerator increases browsing speeds by up to seven times normal dial-up rates. The service can be completely branded and is an excellent way to provide a lower cost alternative to compete with more expensive broadband offerings.

Key features:

• Network optimization, caching, and compression increases data transfer rate by up to seven times.

• Acceleration of email and Webmail delivery and services

Portal Service

Peacey Systems provides customized portal solutions and premium content subscription services.  Like our other offerings, the portal service is branded to the ISP and can be customized by the ISP, as well as personalized by the end users.

The basic service offers:

• Customized client content

• Headline News w/ Pictures (secondary pages are branded)

• Search

• Stock Quotes / Portfolio

• Local Guide – includes restaurants & nightlife listings, map & directions, yellow & white pages

• Weather (3 and 5 day forecast)

• Horoscope

• Personalized bookmarks / quick links

Third Party Services

As outlined in the OSS overview, Peacey Systems’ OSS allows for the provisioning of external third party services, allowing our clients to manage and deliver all of their services from a single interface/system.

Billing Services

While Peacey Systems’ OSS was designed to offer clients complete flexibility and control of the billing system to manage their specific requirements,  we can also provide the managed service of running your company’s billing cycles, in order to free up valuable resources within your organization for other, more important tasks.  Let our trained staff be your billing department.

Help Desk (End-User Technical Support)

As outlined in the following Help Desk overview, Peacey Systems offers 24 x 7 x 365 call center technical support for end users.  The service is branded according to our clients’ needs and can be integrated into the OSS platform.

TAB 4.0 – Help Desk

Your success is measured by the quality of your customer interactions. Peacey Systems works with you to create consistent and positive customer experiences by implementing a support system that combines your brand values with our expertise and technology.

Using our Help Desk, you and your end users have access to help 24/7 by phone, email, online chat, and remote diagnostic support. Staffed with the highest quality technical support analysts, our Help Desk ensures that every interaction ensures you and your customers’ confidence and loyalty.  Our Help Desk technology integrates a relational database, trouble ticketing system, knowledge base, real-time Web reporting, and extensive Self Help features. It also provides end users with real-time access to their personal trouble ticket history.

Key components of our Help Desk include:

ü 24/7 Multilingual Support

ü Daytime, after hours, and overflow support for your end users

ü Highly Qualified Technical Support

Peacey Systems maintains a group of highly skilled Help Desk Analysts with a diverse set of qualifications designed to accommodate all our clients’ needs. Included are Tier 1 and Tier 2 analysts, with Tier 2 analysts providing advanced technical guidance and assistance to Tier 1 analysts and end users as required.

Phone Support

Peacey Systems’ Help Desk software platform is integrated with a sophisticated telephone system that allows us to prioritize and route calls to experts who ensure that calls are answered within a pre-determined timespan with a high level of first call resolution. Phone support is private labeled according to your brand and business requirements. Peacey Systems designs a customized IVR (Integrated Voice Response) tree with a branded customer greeting and can use your existing support numbers or provide new toll free numbers. We can also provide on demand call recording and monitoring to ensure quality of service.

Email Support

Peacey Systems provides technical support via email, private labeled according to your brand and business requirements.

Online Chat

Peacey Systems provides technical support through interactive chat sessions, private-labeled to your brand and business requirements.

Trouble Ticket History

End users can view their entire trouble ticket history and review how their past problems were resolved. A log of each end user’s problems and solutions is stored and readily accessible through an online interface in the event that a user encounters the same problem, or needs to refresh their memory on the details of a particular solution.

FAQs (Self Help)

Working with the client, we design and produce self-help tools to empower users to resolve their own problems without technical assistance.

Client Support

Peacey Systems maintains a Help Desk staffed by highly skilled technical service analysts trained to handle all your support requests. Using our Help Desk, you have access to:

• A single point of contact with whom to identify and discuss escalation procedures, training requirements and maintenance issues on an ongoing basis

• A web-based client portal providing real-time views and a complete history of your end users’ Help Desk activities

• Pre-formatted and client-customized Help Desk reports and knowledge base tools

• Expert technical and business advice to ensure you make the most of the business intelligence our system provides and maximize available Help Desk resources

Trouble Ticketing System

Our trouble ticketing system efficiently manages you and your end user help requests while streamlining support processes. Essentially this system serves as a tracking and workflow management tool. Key features include:

• Access to a comprehensive database

• Captures and records all interactions (history)

• Enables you to view trouble ticket status and severity

• Allows you to define and automate escalation policies and procedures

• Identify and eliminate chronic service delivery problems

• Automate workflow and decrease resolution time

• Read and post real-time service-affecting information

• Implement secure administrative controls and permissions

• Determine and manage service levels

Knowledge Base

Peacey Systems’ trouble ticketing system provides an online knowledge base which is a secure, dynamic library of information that is built in consultation with you by our support team. Information stored in the knowledge base could include:

• Specific technology and/or product offering details

• Escalation/severity policies and procedures

• Implementation processes

• Network diagrams

• Contact lists

• Configuration details

• Support documentation and matrices

• Software downloads

• Marketing collateral

• Pricing and billing information

Reporting

Peacey Systems provides monthly reporting to outline the number of calls being placed, the types of calls being placed to the help Desk, escalation and resolution, and many other canned reports. Peacey Systems also provides live real-time reporting via the MyHelpDesk and MyExtranet interfaces. 

We have the ability to provide a wide range of customized reports specific to each customer.

TAB 5.0 Physical Location & Environment

Peacey Systems Head Office 

2310 Bennington Gate, Oakville, Ontario, Canada L6J 5Z6

Building Information

Peacey Systems’ Data Center is a telco grade, carrier-class facility that also serves as a major network hub. This multi-service location houses POP sites for all of the major carriers.  The building sits on bedrock and has been designed to meet earthquake building code standards. Several back-up diesel generators are operated throughout the complex to ensure continuous access to electrical power.

Network Access

Peacey Systems utilizes dual redundant upstream network accesses from Peer1, a local network aggregator, and Shaw Big Pipe. Both providers access the building through separate (and diverse) entry points with direct and uninterrupted fiber routes into the Peacey Systems data center. This constitutes full and true redundancy through diverse network service providers, physically diverse paths to the building, entries and terminations in the building, and paths to and into our data center.

Data Center Facility

The data center in which both network access fibers terminate and houses Peacey Systems’ network equipment, exceeds industry standards for this type of facility. A fire suppression system and dedicated air conditioning unit protect all of the equipment. Power redundancy and back up is provided by a Liebert UPS system, located in the data center and the building’s diesel generators provide emergency backup.

Security

The entire Peacey Systems office is secured by electronic key fob entry.  In addition, the data center employs electronic key fob and user id/passcode secure entry for a limited number of authorized Peacey Systems employees.  The data center has fire-stop/wire-mesh walls, and concrete floors and ceilings, for additional security.

Network and Systems Architecture Risk Prevention

Peacey Systems’ network architecture employs redundant network feeds, internal network redundancy, load balanced / fault tolerant servers, and high-availability networked storage. Single connections and/or component/server failures can result in loss of service.

Monitoring

Peacey Systems’ custom-designed monitoring notifies Peacey Systems staff 24x7x365 of outages and potential service degradation.  A failure of any individual component that may be non-service affecting or that affects the performance or availability of any end-user service will, through Peacey Systems’ 24×7 monitoring system and internal process, automatically notify Peacey Systems’ On-Call Engineer and automatically escalate through all notification levels. This eliminates human error or intervention in the notification and escalation process.

ARIN IP Space

All services are provided on Peacey Systems assigned ARIN IP space, to  ensure that they are provided in a network independent manner. This IP space is advertised to the Internet via BGPv4 with Peacey Systems Autonomous System Number (ASN).

Egress Links

Peacey Systems employs multiple carriers in order to ensure network availability. Each provider is connected to Peacey Systems’ network via a physically independent Cisco router with dual redundant power supplies configured for HSRP and BGP4. Egress network connections to the Peacey Systems network are diverse, not only in terms of upstream provider, but also in terms of distinct fiber paths within the building and diverse exit points out of the building.

Network Architecture

Peacey Systems network is designed and implemented with redundancy at all levels. Cross-connected redundant Cisco routers are configured with dual redundant power supplies, HSRP for fail-over and BGP4 in case of upstream network access interruption, degradation or failure.  Dual cross-connected Foundry 100MB-GigE Server Load Balancing switches sit between the Cisco routers and dual, cross-connected Cisco 2900 series layer 2 switches.  These layer 2 switches in turn are connected to dual redundant cross-connected network appliance storage pods and the virtual-server clusters, to support all of Peacey Systems services.

This network architecture ensures scalability, reliability, availability – no single points of failure exists.  It also allows, through virtualization of services, applications and server load balancing, for real-time upgrades and maintenance without service disruption.

Services Architecture

Services provided to clients and end users utilize server load balancing technology. All services which are end-user facing are deployed in an n+1 redundant configuration, so the failure of a server or component of network equipment will not result in service or application failure or degradation.

OSS

The OSS system stores all information in a central database. The OSS system is not maintained on a single server; it resides on a virtual server, which is load balanced across several physical servers. This ensures that the reliability of the system is not dependent upon a single physical server. This load balancing functionality is provided by the network infrastructure that also provides all network connectivity to the systems. Server load balancing (SLB) not only provides redundancy and reliability, it also allows for scaling of the system. This scaling can increase service capacity in real time, without taking the systems offline. Maintenance can be performed on any individual physical server at any time, without affecting the service.

Database

The database stores all account and security information for all system users. The database that is presented to the OSS system, and to the consumer services below it, is also maintained on a virtual server. Similar to the OSS, the database system consists of several physical servers. Each server maintains a copy of all data, and additions and modifications are replicated in real time to the other database servers. This provides a highly reliable database infrastructure, which is both scalable and easy to maintain.

End-User Services

The end-user services interact with the database to retrieve user account information. For example, when a mail message arrives on a mail server, the database is notified and validates the destination email address.  As with the OSS system, the database is presented to consumer service servers  as a virtual server. Virtualization allows for a reliable, scalable and maintainable database.

Each individual end-user service, such as electronic mail or authentication, is also virtualized by the network infrastructure. Several physical servers handle each service. This provides for fault tolerance, should a single bare-metal server go out of service, and enables each to be taken out of rotation for maintenance. This virtualization allows both horizontal and vertical scaling techniques to be deployed for the server, the services and the applications architecture.

The data that is delivered to the end-user service servers is stored on a centralized storage repository. Centralized network storage is an essential component of the entire system and is accessible and fully redundant via the load balancing function of the network architecture, using industry best of breed equipment. Peacey Systems employs Sun Microsystems servers, Cisco routers and switches, Foundry Networks’ SLB switches and Network Appliance filers for data storage.

TAB 6.0 Design, Implementation and Pricing

The following section outlines the setup, ongoing support and fee structure of the OSS and Help Desk solution that Peacey Systems would provide for your company.  

OSS and Billing

The OSS/Billing service offering is a complete back office solution for the ongoing account management, billing, authentication and provisioning of Peacey Systems end user services and is completely white labeled to meet all branding requirements.

OSS Services Fees

Number of end user accounts – Monthly Fee

Per account/month – Onetime

Setup Fee – Monthly Minimum

Solution includes:

OSS system access

o   Web based, real time system

o   Account management

o   Provisioning

o   Reporting

o   Billing Engine

Credit Card Transaction/Payment Processing

Peacey Systems is responsible for obtaining the MOTO/CNP (card not present) merchant account and all applicable merchant fees.

RADIUS authentication

Must confirm compatible edge devices for short term provisioning

Provisioning and Setup

Setup of Peacey Systems’ structure, plans, billing rules, etc. in the OSS system

Data Migration

Initial migration/import of Peacey Systems end user data into the OSS system

OSS System Training

Peacey Systems to provide up to 2 six-hour sessions over 2 consecutive days to designated Peacey Systems employee/administrators. Training will be conducted via web/audio conferencing

Optional Custom Development Work (not included in set up fee)

Customization of billing triggers in the OSS to match Peacey Systems’ authentication/billing requirements. This will allow a user to log in after their plan has expired and then be billed for another session, instead of having to create a new account or recreate the payment information.

Help Desk – Technical Support Services

The following table outlines the setup fee and per minute pricing model for Peacey Systems’ technical support services. For each incident to the Peacey Systems Help Desk (chat, email or telephone call), time will be tracked and billed in 1-minute increments. Billable minutes include follow up work (e.g., outgoing calls) and other work done outside of a telephone conversation (e.g., logging after-call notes, researching a solution). The pricing shown in the table below assumes that the services are delivered by Peacey Systems and that all training, quality control and management are delivered from our Oakville, Ontario office.

Service Description

Peacey Systems shall provide interactive Tier 1 technical support (internet connectivity, hardware/software pertaining to Peacey Systems services and billing), including documentation of all calls into Peacey Systems’ trouble ticketing system and escalation to Peacey Systems or appropriate third party for Tier 2 issues.

Service Coverage

The Help Desk services will be available to Peacey Systems’ end users via telephone, email and online chat on a 24×7 basis.

Web Access to Ticketing System

Peacey Systems will provide web access to the trouble ticketing system (Voyager).  This will include:

• A log of each user’s problems and solutions, which will be stored and readily accessible through the online interface

• Monthly support activity reports, outlining data for number of incidents, resolution rates, and types of incidents.

• Administrator access to an online tool that provides real-time reports, including the number and type of incidents, agent activity, incident action breakdown, call logs, user data and time spent per call.

• An incident tracking system that allows incidents to remain in the system until they are resolved, which may include a variety of customer interactions and/or agent activities. Incidents can be transferred between agents, Peacey Systems and its designated agents.

Performance

The service level agreement (SLA) for Help Desk end user support is 80% of calls answered within 120 seconds.

Languages

Support will be provided in English, unless otherwise requested.

Toll Charges

Toll charges associated with support are the responsibility of Peacey Systems.

Additional Development Services             

Optional development engagement, including API integration and custom reports, available on request.

Terms of Pricing

All pricing is based on a two-year agreement, in $US and valid for 60 days from the listed date of the proposal.