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defero3 inc.

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Newsflash

SuiteSpeak LLC has now been acquired by Defero3 Inc.!

Still the same great services plus more options to choose from. Stay tuned for the latest in communications technologies.

Support

Defero3 Support Service and Maintenance

At Defero3, our FIRST goal is to provide “world class” Support Service and Equipment Maintenance products that exceed expectations. To achieve this, we carefully examined the service requirements of your franchise “standards”, then incorporated what we have learned about delivering superior customer service in the communication technology space over the past quarter century. The result is an economical, value packed guest support and equipment maintenance program.

(User Support and Help Desk Module)

Example: When a guest, or a member of your staff, dials our “toll-free” Support Hot-Line, the phone is answered by a highly skilled SuiteSpeakTM Help Desk Technician 24 hours a day, 7days a week (24X7). These Help Desk technicians will know your system and provide the caller with the assistance he or she needs. Users of our Defero3 systems get connected over 98% of the time without any assistance. One call to our Help Desk raises that success rate to 99.9%! Should it become necessary, our Help Desk Technician will escalate any unresolved issue to one of our senior technical employees, and call your property to give your on-duty staff a “heads up”.

We are experts in working as an extension of your guest service staff and pride ourselves on being a valuable member of your team. To enhance that value, every detail of the installation at your property is recorded in a highly sophisticated site management data base. This data base not only serves to assist our Help Desk Technicians perform their duties, but it also positively impacts our ability to quickly identify technical problems within the voice & data system’s Local Area Network (LAN).

(Hardware and Software Maintenance Module)

The equipment installed as components of your LAN is engineered to create a seamless voice & data system and to facilitate a high level of remote maintenance, software support and trouble shooting. Our Remote Maintenance Center (RMC), which is manned 24X7, is equipped with the latest remote testing and diagnostic equipment and when used in conjunction the site management data base, can identify and resolve most technical problems quickly.

Example: Most situations that require hardware or software service are uncovered during a call to our Help Desk from a user. Once we determine a hardware or software malfunction has occurred, the call is escalated to the RMC. Immediately the RMC Technician will commence preliminary remote trouble shooting and in most cases, he will resolve the problem quickly.

Should a hardware or software service problem persist, it is further escalated to one of our Senior System Engineers who makes a decision on the proper course of action. That action may include a site visit by one of our Service Technicians, replacement of a system component, the involvement of your circuit provider/Internet Services Provider, or some combination of all three. Most importantly, our Remote Maintenance Center staff will stay on top of any problem until it is resolved.

With Defero3 Hardware and Software Maintenance, you are assured that your property will receive the best equipment maintenance available. And, as shown in the above examples, much of our guest support and equipment maintenance will happen without you or your staff having to call us!