At Splice, our sole focus is Customer Service —we live and breathe it 24/7. Whether we are providing IT Help Desk, Infrastructure Management, Onsite IT Support or Telecom Management Services, our team is committed to designing and delivering a customized solution based on our client’s business and IT requirements.
Our commitment to our customers is to always provide a high-quality experience with a sense of urgency and excellence.
IT Support Services with Splice
SPLICE IT SUPPORT SERVICES WORK THE WAY YOU WORK
Splice's suite of IT services provide our clients with high availability and efficiency of their IT infrastructure. By outsourcing portions or all of their IT functions, Splice customers will be able to extend their support capabilities and free up internal resources so they can focus on high priority initiatives.
IT HELP DESK
Splice's 24x7 US-based Remote Help Desk Support enables our customers to provide high quality and immediate Desktop Support to their employees. Our Technicians deliver fast, courteous, and expert problem resolution for end-user technical issues. Services include:
Immediate Response and Resolution to End Users (Chat, Phone or email)
Hardware, Software and Network Troubleshooting
Desktop performance Problem resolution
Antivirus and Malware Management
Driver Installations/Network Mapping and more!
ON-SITE IT SUPPORT SERVICES
-4,000 IT service professionals worldwide with extensive network and telecom expertise
-Professionally certified technicians and highly credentialed systems engineers
-LAN/WAN hardware and software installation and replacement; network configuration and testing
-Network refresh projects, including cabling, racking, and custom requirements
-Complete site surveys, including site information, equipment details, and high-resolution photos
-24/7 x 365 on-site support services to quickly address any crucial equipment or network issues
-Available for most sites in the U.S., Canada, and around the globe
-Standard SLA for emergency service is 4 hours
CUSTOMIZED SUPPORT SERVICES
-Project based or long term IT Resource Talent Placement
-Software/hardware activation and deployment
-Level 1 IT support (Customer engagement)
-Level 2 or 3 engineering support and escalation
Infrastructure Management Services with Splice
NFRASTRUCTURE MONITORING AND MANAGEMENT
Splice Remote Monitoring and Management solution (RMM), combines our 24 x 7 x 365 U.S. based team of certified technicians with powerful toolsets and reporting to provide a robust monitoring and remediation solution for network and server infrastructure.
NFRASTRUCTURE MONITORING AND MANAGEMENT
Splice Remote Monitoring and Management solution (RMM), combines our 24 x 7 x 365 U.S. based team of certified technicians with powerful toolsets and reporting to provide a robust monitoring and remediation solution for network and server infrastructure. Services include:
Proactive monitoring and remediation service for all devices on the network
Ability to customize all alerts and escalation/ communications processes to the client’s requirements
Centralized portal with real time analytics and reporting
Detailed network topology and asset management
Network traffic flow analytics
Global network configuration management
REMOTE SERVER AND VM MONITORING AND RESOLUTION
Splice’s Server Care service provide a wide suite of services to fully manage our clients server and virtual machine (VM) environments. Our technicians can immediately respond to all server monitoring alerts and resolve issues and take on any specific project based work.
Telecom Carrier Management
TELECOM CARRIER MANAGEMENT
With Splice's Telecom Carrier Management Services, we work directly and proactively with carriers and vendors to open, manage, and close service tickets on your behalf. We can also provide complete project management for all migration or implementation or change management projects. Our IT expertise, extensive carrier and vendor relationships, and unwavering sense of urgency make us uniquely qualified to take the burden of issue resolution off your hands - 24/7.
VOICE AND DATA ESCALATION AND RESOLUTION
When you choose Splice, you receive cost-effective connectivity backed by 24/7 support. Our allegiance lies with you—not with individual carriers and service providers.
Whether you choose Splice for telecom services or you keep your existing service provider contracts in place—we work directly and proactively with carriers and vendors to open, manage, and close service tickets on your behalf. Our IT expertise, extensive carrier and vendor relationships, and unwavering sense of urgency make us uniquely qualified to take the burden of issue resolution off your hands—24/7.
SERVICE PROVISIONING AND CARRIER MANAGEMENT
Whether you need network provisioning for a new installation or you need to add, move, change, or disconnect all or portions of your current network infrastructure, simply turn the task over to our team of experts and we’ll work with your carrier to get the job done.
NETWORK DESIGN CONSULTING
Splice's deep experience in voice and data networking gives us a unique ability to advise and design
the best solution for our clients based on their business requirements.
With Splice’s combined 200 years of network design and management experience, we work with our clients to identify the best telecom and network
infrastructure options to deliver the best solution to support our client’s IT and business requirements.
VOICE AND DATA SERVICES CONSULTING
Splice will be able to design and project manage any project, regardless of the size or scope,
and utilize our many partners in data and voice networking to deliver the best solution possible.
Splice will do the heavy lifting and work with our team and partners to identify the best possible voice and data carrier options available.
Customer Support Services
LET US PUT TOGETHER A FULLY CUSTOMIZED IT SUPPORT PLAN FOR YOUR COMPANY
Whether you're in need of co-managed solutions, or if your business requires fully-managed support, Splice will design a custom plan that is tailored to your specific requirements. We will run a complete assessment, factoring in your existing infrastructure, IT budget, and future network expansion plans.
BRANDED LEVEL 1 PRODUCT AND SERVICE SUPPORT
Companies realize the high costs associated with operating an “in-house” support and service solution, so rather than tie-up valuable resources and build out an expensive network infrastructure, partner with Splice for a customized support solution for your business.
TIER 1 SUPPORT
Understanding environment variables and narrow down on the trouble points
Handle configuration, installation set up, how to, non-critical issues
Performing simulation checks
Check knowledge base for a permanent/standby solution
Focus on customer satisfaction
Document all communication with customer in the CRM
DEDICATED SUPPORT TECHNICIANS
Splice technicians are highly trained with the required skill-sets and certifications to support your wide-array of products and services. Services include:
Fully branded solution to support your customers
Branded phone, email and chat support
U.S. based support facility
24 x 7 x 365 coverage
Complete support infrastructure including ticketing system & knowledgebase
Customized escalation process based on your service and customer requirements
ONSHORE AND OFFSHORE CAPABILITIES
Splice provides 24x7x365 on-site support to quickly address critical equipment or network issues that require hands-on technical support. For most sites in the US, Canada, and around the globe, our standard SLA for emergency service is 4 hours. Issues will always be addressed according to the specific procedures and protocols that your company requires.
ROBUST INCIDENT TICKETING AND REPORTING
Open a trouble ticket in seconds. Requesting a service ticket is quick and easy - Simply call, email, or open a trouble ticket online.
Splice provides a robust Incident ticketing and reporting platform and can also integrate with your existing ticketing platform.
Count on quick resolution. Each service ticket is classified according to issue type—Classifications range from Priority 1 to Priority 4. Target resolution time is 4, 8, 12, or 24 hours, according to issue classification.