We recognise the importance of our partners having the skills to carry out their own installations and maintenance. That’s why we provide extensive training across our product portfolio and have a range of written and video knowledge articles to support this activity.

But we also recognise that sometimes our partners are so busy they struggle to carry out installations as quickly as they’d like, or that a customer might have a requirement that goes above and beyond the norm.

In response to this challenge we have launched a range of Professional Services to complement the services that are already provided by our partners.

The Pragma technical team are ready and willing to support any projects that might be preventing an installation to be completed. Here are some examples of things we might be able to help with:

  • Provisioning support for complex or unusual installations
  • Project based migrations or changes, such as:
    • Outstanding UCE to iPECS ONE migrations
    • Migrations of iCS to iPECS ANALYTICS
    • Base migrations from legacy cloud platforms to iPECS Cloud
    • Bulk provisioning of applications such as an ANALYTICS opt-out campaign
  • Customer specific changes that need to be made to the underlying core iPECS Cloud platform
  • Out of hours support from our O&P team for customer migrations

iPECS Cloud Core Changes:

There are four features that are often required by customers that cannot be changed through the Customer Manager portal. These can be changed on a customer specific basis as follows:

  • Disable DND feature per extension
  • Disable intrusion tone per extension
  • Auto-dial/hotline programming per extension
  • Disable headset button per extension

Professional Services Charges & Process

We have introduced a credits system so that partners can purchase a bulk of credits and then draw down against the credits for different projects as required.

To discuss a project and understand how many credits are required please raise a Professional Services ticket in the technical Resource Centre.

 

To learn more about our professional services offering, please visit The Hub.