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

•High Speed Internet Support •Tier 2 Internet Support •Tier 3 Internet Support •Voice Technical Support

•Video Technical Support ••Analog ••Digital ••Pay-per-view/VOD •NOC Monitoring

SUPPORT SYSTEM ARCHITECTURE:

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

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

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)