eq-logic provides a 24x7, 365 days a year response service to our customers who hold support contracts. Authorised users are given on-line access to our dedicated support website. Downloads and updates are also available from this resource.

eq-logic pledges to carry out the the following minimum tracking procedure:
• We will provide mail and/or SMS confirmation of every correctly registered eq-logic HelpDesk support call
• Category 2 fault/issue tracking will be updated every hour by email and/or SMS and/or verbally when required
• Category 1 fault/issue tracking will be updated every hour by email and/or SMS and/or verbally when requested
• eq-logic will provide weekly time-stamped summation of fault/issue logs including diagnosis and resolution
• Web Access will be available for all collected data including customised weekly/monthly reports.

For further information and User Log-On visit the eq-logic dedicated support site.

Engineering Resource Profile

Level 1 – Technician
Job Description: Receives customer service calls and help-line questions via telephone, fax, or other method.
Creates fault/issue tickets or log of service enquiries.
Monitors fault/issue ticket queues to ensure trouble reports are processed within performance guidelines
Determines an appropriate course of action for trouble reports, routing to remote diagnostics engineers or field technician despatch.
Receive fault/issue ticket status and closure information from field engineers and close or escalate tickets

Level 2 Engineer
Job Description: Tier I level of support is performed on-site and remotely by a field technician. The types of activities and knowledge associated with Tier I support include, but are not limited to the following:
Receipt of Service Requests for Customers
Procurement of materials and maintenance spare parts to complete Installation and Maintenance
Installation and/or replacement of all physical equipment such as:
• Voice terminals and wiring
• Power Units
• Systems Hardware
• Modems or other data network products
Isolation and diagnosis of telephone station and building wiring problems
Basic PC knowledge and support
Working with vendors to cooperatively test and isolate network or other system problems
Isolate and resolve software programming issues, engaging Tier 2 or Tier 3 resources as needed
Understand and follow Services Escalation Process and Timelines
Knowledge of tools and test equipment required to service Vendor products
Knowledge of basic system features and functionality
Knowledge of and performance of basic systems troubleshooting
Knowledge of switch cross-connection specifications
Know how to look for information in the product documentation

Level 3 Systems Engineer
Job Description: Working knowledge of the system, including all switch and adjunct hardware
An excellent understanding of telephony and basic data networking
Knowledge of remote testing procedures, tools and techniques for Vendor products
Basic troubleshooting abilities enabling him or her to respond to most alarms and service-affecting troubles
Remote alarm identification and troubleshooting
The ability to perform all software administration function, such as being able to program, troubleshoot ARS and other features
The ability to explain feature operation and locate all instructions in the product documentation
Knowledge of service escalation processes and timelines
Determine and report any billing jobs and close the service request.
Networking, installation & support of large maintenance contracts.