Inforonics On-Call℠ FAQs
On this page we list Frequently Asked Questions by prospects and clients about Inforonics On-Call℠ Tier 0 customer support & call answering service - and provide the answers.
If you think of a question that is not answered here, please send it to us and we'll get an answer back to you - and maybe add it to this page. You can use the form on the GetHelp page.
What is Inforonics Global Services?
Can I customize the Inforonics On-Call℠ service?
Do I have to sign a long-term contract?
Will I have to speak with a sales person?
How long does it take to get up and running?
What if I need higher volumes or more complex support later?
How long have you been in business?
Where are you located and is Inforonics US-based?
What coverage hours are available?
Do you control my support phone number?
Do I have to use your ticket or CRM system?
Can I trust you with my customers' data and personal information?
How reliable is your infrastructure?
What is Inforonics Global Services?
Inforonics Global Services is a leading U.S.-based IT services outsourcer specializing in Tier 0, Tier 1, and Tier 2 customer and technical support as well as IT infrastructure management, including cutting edge device and end-user monitoring services. You can learn more about Inforonics by visiting our website at www.inforonics.com.
What is Inforonics On-Call℠?
Inforonics On-Call℠ is a self-service Tier 0 customer support call answering service. Agents will answer calls using your company name, gather contact and issue information & escalate issues to you via emails, calls, or warm transfers.
How much does it cost?
$295 per month, with a one-time $295 set-up fee.
What does that include?
Up to 200 minutes of support each month, your own DID, use of the Inforonics ticket system and Cisco phone infrastructure and monthly reporting. See the details here.
Can I customize the Inforonics On-Call℠ service?
Some customization is allowed - in the information you collect from callers as well as the method and contacts for escalations. You can choose up to five custom data points to gather from your callers, in addition to many standard contact and issue data fields. You can choose to escalate your cases by phone, email, or warm transfer. Just provide the contact details when you signup.
Do I have to sign a long-term contract?
No. Just read and accept the Terms of Use and sign-up online. You'll be committing to the initial month of service. After that the terms are month-to-month.
How do pay for the service?
We accept PayPal&$trade;. You can use your existing PayPal&$trade; account or set one up quickly and easily here.
Will I have to speak with a sales person?
No. Just signup online, and we'll take care of the rest.
How long does it take to get up and running?
Just a few business days. When you signup online, we build a unique phone queue dedicated to your business, and create the skill-based routing for your agents and your monthly reports. We'll send you an email when your service is ready.
What if I need higher volumes or more complex support later?
No problem. Inforonics is an award-winning provider of Tier 0, Tier 1, and Tier 2 technical support. We can talk with you about your support needs and develop a custom service to meet those needs.
How long have you been in business?
Nearly 50 years. Inforonics was incorporated in 1962 by founder Larry Buckland. Earlier in his career, Buckland worked in the MIT Servo-Mechanism Lab studying and developing input and output devices for computers. Later for ITEK, his work on the CORONA project dealt with processing intelligence information and data from U2 and satellite photographs, producing microfilms that aided the intelligence community (CIA/USAF/NSA/RAFL.) Throughout the mid 1990s, Inforonics built, hosted, and supported over 7,000 online catalogs and companies. Read More Here. In 2011 Inforonics became Inforonics Global Services.
Where are you located and is Inforonics US-based?
Inforonics delivers its services from its headquarters in Littleton MA, and all of its people work from the Littleton offices.
What services do you provide?
Inforonics specializes in ITIL®-based IT service management including IT monitoring and management, branded, white-label customer and technical support, system and application performance optimization and an extensive array of educational and training services that drive value to business.
- Tier 0, Tier 1, Tier 2 Technical & Customer Support
- IT Infrastructure Management
- IT Infrastructure and Application Monitoring
- Incident Management
- Training & Consulting
- Executive Simulations & Workshops
Who are your clients?
Inforonics clients come from a broad range of industries that all have one common thread - the need for managed services whether they be 24/7 technical support, managed hosting, custom monitoring or application maintenance. Clients have included such business powerhouses as Apple, Pfizer, BusinessWire, McGraw-Hill, Johnson & Johnson and ThomasRegister.com.
Inforonics' target market is technology companies, primarily Software as a Service (SaaS) providers, Independent Software Vendors (ISVs), and corporate IT departments. We focus on the small-to- midsized business (SMB) segment, especially those companies that are entering their growth phase as it's at that critical point that our services can be of the greatest value. A sample of our current clients can be found here.
What coverage hours are available?
Whatever you need: 24 x 7 x 365; business hours, off-hours, or custom coverage to fill gaps in your internal support coverage.
Do you control my support phone number?
No. You acquire and control your own support phone line - toll-free or other. You forward your line to one provisioned here for you (standard PSTN forwarding). If ever you need to leave us, just point the line back to your own support team.
Do I have to use your ticket or CRM system?
Yes, for this service. For custom engagements we use our or ticket system or yours. We have experience with many systems including: Salesforce™, Siebel CRM (Oracle), Vantive (PeopleSoft), Onyx (Consona CRM), Fogbugz, Magic, Remedy (BMC), Quintis (Avaya), TechExcel Customerwise, Jira (Atlassian), ZenDesk®, RightNow, Kayako, Microsoft Dynamics® and more. For more information about custom support services, call 888-607-2420
Can I trust you with my customers' data and personal information?
Absolutely. In addition to delivering technical support services, we are a leading IT Service Management company. We are SAS70 Type II certified. We enforce confidentiality agreements with our clients and our employees. We adhere to strict physical and data security processes in all aspects of service delivery and we are audited every six months to make sure we follow our own best practices.
How reliable is your infrastructure?
Very. On the technical support side, we use Cisco Unified Communication equipment and software. We have redundant instances in our Littleton headquarters and in a secure Savvis data center in Waltham, MA. We have redundant power and back up diesel generators. Our agents use the latest soft phone technology that allows them to work from anywhere, with no loss of service quality, from anywhere. For managed services, some clients we host at the Waltham data center. For others we deliver our IT infrastructure management and monitoring service remotely at our clients data centers. In our data center we use fully redundant, enterprise class routers, switches, firewalls, load balancing, and DDoS protection. In addition, we hire and develop the very best people in the industry to manage and continually improve our services.
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