Technical Support

Galaxy Telecom is a service based company which places a strong emphasis on partner and customer satisfaction. Although we rely on our Partners (VARs) to provide Tier 1 support to their subscribers, we do offer Tier 2 support to address issues that cannot be resolved by a front line customer service representative.

Phone and Email support

You can count on rapid response through phone and email tier 2 support. All issues are addressed as high priority and we do our best to resolve them as quickly as possible.

Documentation

We provide detailed documentation on everything from product installation and setup to integration and more.

Knowledgebase

We have deployed a powerful knowledgebase and help desk/ticketing system which can be quickly customized and integrated into your existing web assets. Your subscribers can search through the knowledgebase and resolve issues themselves or can create a help ticket which is submitted to your frontline staff. The knowledgebase is equipped with useful features like:

• Simple and Advanced Boolean search
• Topics and Categories
• Last 5 answered questions
• Most viewed/emailed/printed/saved Q & A's
• Glossary
• Ability to save, print and email Q & A's directly
• Rating of Q & A's and User feedback
• Asking related questions
• and much more

This knowledgebase is regularly updated and will ultimately be available in multiple languages.

Help Desk and Ticketing System

We also offer a ticketing and help desk system which helps you create targeted support requests. This simplifies issue management and speeds up the time it takes for resolution. This help desk system is integrated into the Partner Tools area and allows your CSR (Customer Support Representatives) to resolve issues directly, assign them to another CSR or operator in another department or to escalate it to our support team.

The system automatically sends email updates to respective parties with full tracking and historical logging.