Technical Support Capabilities
Element Gives 24/7 Tech Support to Cable, Internet, Broadband, Satellite and Telecommunications Companies
American Technical Support's trained technical support engineers handle your techncial support calls 24 hours a day, seven days a week.
Technical problems demand speedy resolutions to keep your business running. Don’t compound the challenge with off-shore support or a help desk so mired in technology that they can’t hear your problem. American Technical Support Service Engineers are Americans who are trained in technology and communication. They know how to work with you to identify and resolve problems as quickly as possible.
Our Quality Assurance department analyzes your account needs and process requirements from generating reports to applying industry best practices for the best possible customer service.
Outsource all or part of your technical support needs to Element Customer Care.
CAPABILITIES
Triple redundant commercial power
- Onan hospital grade generator, 7 second switching time and 72 hour capacity, daily propane contract
- Commercial Battery String- 6 hour capacity
- UPS back-up
Co-Locations:
Equipment positioned for TAC and NOC in Billings
- 11 staff within 5 minutes. 50 staff within 3 hours
- Overlapping heating and air conditioning
Head Quarters Redundancy
- Triple network connectivity into Support Centers
- Dual Fiber connections, sub rated Gig-E, 100 Mbps each
Wireless link, 40 Mbps
Network Capacity Upstream Tier one providers
- Four diverse Tier one service providers, sub rated Gig-E, by multiple vendors and diverse paths
Phone Systems
- Redundant phone servers located at commercial grade facility with gateway to offsite location on core ring
Offices built to high seismic and telco grade standards
MPLS Network
- 1G on core riding over SONET
- Four Tier-1 Internet Service Providers, located at 4 corners of state, all at 1G
- Upgrade in progress: Eastern and Western 10 Gig links
Engineering Support- Highly Qualified Team
System Administrators
- Configuration and management of systems and servers
- Operations configuration analysis of existing infrastructure
System Engineers
- Design and planning of network, equipment and facilities
Installer Support Available
Engineering Certificates
- CCNA and Adtran (Network Administrators)
- CCNP (Network Engineering)
- Dell certified SAN support and maintenance (System admin)
- Dell/HP Certified Support and Maintenance (System admin)
- Vmware Certified (System admin)
EXPERIENCE
Ticket Systems
Computer Associates
SoFront
Remedy
Resolv
Element's ETS
Other proprietary systems |
Switches
Paradyne DSLAM
SMS DSLAM
HiTron
TUT
Teledex
Cisco LRE/Cosco Ethernet
HP Ethernet and fiber family
D-Link
Linksys |
Internet Products
ADSL/VDSL
HPNA
Dial-Up
WiFi
Ethernet
Cable/Coax
Powerline |
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WiFi
Trango
Colubris
Strix Systems
3Com
Motorola Canopy
Cisco
D-Link
Linksys
Buffalo
Netgear |
Modem/CPE
2 Wire
Motorola Surfboard
TuT
Cisco LRE
Hitron
Elastic
Arris
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Data Head-Ends
Cisco
Arris
Nomadix
Terayon
Colubris
Knovative
Big Band
Pfense
and more. |
Provisioning Systems
Sigma-Systems
IBBS
Alopa
WiBoss
Aradial
Iris
Passym
CEON |
Monitoring
SNMPC
Nagios
OpenNMS
Cacti
MRTG
PRTG
ETS (In-house)
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