Global Services Offerings:

DVTel’s Global Services division offers its valued dealer base a portfolio of professional services to address the needs of a given customer site. The range of services currently offered include: iSOC Commissioning Assistance, On-Site Administrator and Operator Training Courses, Acceptance Testing, and iSOC Server, Storage, and Workstation Staging.

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Commissioning Assistance:

Commissioning Assistance entails dedicated remote or on-sites resources to assist installers with a successful iSOC™ security project. This service enables Value-Added Resellers to offload the risk of con¬figuring the security software platform to the manufacturer, as well as enabling End Users to benefit from having their security platform optimized by iSOC™ software specialists.

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Prioritized Access To DVTel’s World-Class Technical Support Group:

DVTel offers round-the-clock technical support and diagnostic services. Technical support representatives are available to assist all certified VAR personnel authorized by the End User to perform technical repairs, installation, and upgrades to the products and systems.

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Service Level Agreements

Platinum Service:

Round-The-Clock Access to DVTel’s Support Helpdesk

DVTel’s Platinum Service clients enjoy 24×7 technical support for critical concerns in addition to the standard Support Helpdesk availability. Those customers allowing outside access to their security system see vast improvements in response time and ultimately a higher degree of system uptime through the Remote Assistance program. This program relies on industry-standard remote assistance tools such as LogMeIn Rescue and can be custom-tailored to a given End User’s requirements to ensure complete compliance with IT security policies and procedures.

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Gold Service:

Prioritized Helpdesk Support

DVTel’s Gold Service Clients enjoy Prioritized Support Helpdesk availability from 8am to 8pm Eastern Time, Monday through Friday. Upon logging a support call, Gold customers will be placed into the DVTel Helpdesk queue on a prioritized basis. DVTel Support Engineers will then answer questions from certified VAR technicians regarding system configuration, requests for spe¬cific product documentation, and troubleshooting system operation. Assistance with performing upgrades or troubleshooting complex concerns is available to Gold clientele when scheduled in advance. All inquiries should be placed via:

DVTel’s Support Hotline at: (888) DVTel-77.

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Upgrading or installing Latitude NVMS Version 6.0? DVTel Support is here to assist.

Please contact Andrea Arroyo (aarroyo@dvtel.com) for more information.

DVTel offers certification training for integrators

RMA Guidelines (PDF) RMA Guidelines (Word) Warranty
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