Extended Care Plans/Support Services

Regardless of whether or not a Hiscall customer has an Extended Care Plan (ECP), Hiscall understands that the support and maintenance it provides are just as vital to its customers as the system hardware and software it sells.

As a provider of advanced, mission-critical communications systems, Hiscall structures its comprehensive Extended Care Plans and support organization to optimize system performance, ensure stability and minimize the duration and impact of any disruption to customer operations should an issue occur.

Hiscall's ECP and support infrastructure includes:

• A dispatch service hot-line equipped and staffed to diagnose service issues and identify issues requiring rapid emergency response
• Remote Support. Technicians utilize remote dial-in diagnostics to resolve minor service issues within minutes. Each member of Hiscall's technical staff has remote access, from the office, home, or while on the road.
• Hiscall SMART Alarm: The monitoring software monitors and manages software and systems alerts/alarms within an organization's communications system, diagnosing issues and alerting the Hiscall customer and appropriate Hiscall technical resources.
• A nationwide staff of over 50 technicians, qualified and certified in the technology solutions Hiscall represents
• A fully equipped service vehicle provided to each technician
• A nationwide network of professional service partners to supplement the Hiscall staff
• A service hot-line equipped and staffed to diagnose and manage standard service issues and identify issues requiring rapid emergency response
• Rapid after-hours emergency response
• H.E.R.O. program (Hiscall Emergency Response Operations) - a full array of repair and support resources, including:
  • A specially equipped fleet of vehicles ready for dispatch/deployment 24/7/365 provide Hiscall customers with a temporary increase in bandwidth or service for service interruptions due to natural disasters, service provider outages or other circumstances.
  • An on-site parts warehouse stocking over $2 million in parts inventory, providing Hiscall and its customers with immediate and next-day access to critical equipment
  • A company-owned aircraft for use when critical service interruptions occur and require immediate parts availability and/or on-site technical response

All of the maintenance and support elements listed above are available either at a discounted rate for customers under a current Extended Care Plan or at the standard emergency service-level rate.

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