24x7x365 Support

First Case

After leaving their jobs at Nortel in 2002 to found PSS, Todd, Archie, and Keith hit the road to meet with prospective customers who could help their fledgling company get off the ground.  They managed to wrangle a meeting with America West Airlines and over a short lunch explained what PSS could do for them. The response was a simple "Thank you.  We'll keep you in mind," so the PSS crew left thinking they made little progress.

FlexxGate Support

After two years of near-perfect service, the PSS FlexxGate Media Gateways deployed at a major healthcare provider were discovered to have a large number of hung SIP channels associated with calls that did not properly tear down.  Fortunately the N+1 failover redundancy PSS engineered into the customer's network prevented the problem from affecting any customer calls, but the condition did cause a memory issue that eventually would have rendered the system unresponsive had it not been detected.

No Finger Pointing

One customer whose premise-based IVR systems were supported by PSS also had some other IVR applications that were hosted and supported by Tellme.   They called PSS after hours for help with some problems the Tellme application was experiencing.  Instead of sending the customer back to Tellme to get support, PSS called Tellme directly and started troubleshooting together.  It took most of the night to diagnose what turned out to be a network problem, but the problem was soon corrected and the customer's application was again functioning normally. 

Because PSS took responsibility for finding a solution to the problem, the customer didn't have to worry about whether it was a PSS problem, a Tellme problem, or a carrier problem.

Monitor Procurement

A large financial institution whose IVR systems are maintained by PSS had an emergency need for some monitors as part of a new system deployment.  Because of their internal procurement processes, it was going to take a week or more to get them through normal channels.  They contacted PSS hoping to find a way to purchase them under their existing maintenance agreement.  In the interests of time, a PSS field service engineer purchased the monitors locally and had them installed that day so the customer could meet their deployment deadline. 

"No NT" Mandate

PSS supports and maintains the IVR and CTI systems for a regional utility in the Southeast.  The utility's parent company issued an internal mandate that no more applications could be run on Microsoft NT.  Their legacy Nortel CTI system was running on NT at the time, so the customer called PSS for help.

Nortel PBX

A regional bank counts on PSS to support and maintain its legacy Nortel IVR systems.  One Saturday they had a critical issue with their Nortel PBX, and they were unable to get help from the reseller who had sold them their Nortel switch.  They tried to get help from Nortel, but were referred back to the reseller who held the maintenance contract.  Frustrated, the customer called PSS support and asked for any help we could offer.

Case of the Missing API

While a PSS field service engineer was on site at a major utility performing preventative maintenance on the customer's Nortel IVR system, the customer told him that another project was in jeopardy.  This project required an API for their Avaya switch, but the utility customer had been unable to find it after searching backup tapes for over 48 hours.  If they couldn't find it soon, they would not only impact the project timeline but also would go way over budget.  With no proof they had rights to the missing API, they would have to pay Avaya over $100,000 for a new copy.

Contact us about 24x7x365 Support.

Phone: 1-877-289-7770