Support Services

  • Overview
  • Levels of Support
  • Cerium 1463°

Your communication system is the backbone of your company - keep it running at peak performance.

Cerium has been delivering Day 2 support for our clients’ communication systems for over ten years now; and, we have grown our support staff, invested in leading network monitoring and management tools, established a 7x24x365 network operation center, and enhanced our Cerium support process dramatically from the inception of entering this line of business. Some of the key capabilities associated with Cerium’s support services include 7x24x365 monitoring, remote engineering support, on-site engineer dispatch, parts coverage, software release and patch management services, client portals for creating and tracking trouble tickets, and scheduled reviews with Cerium Support Center (CSC) management to review performance and identify any areas of improvement needed. Cerium also provides staff augmentation and full managed service offers for clients interested in out-tasking the day to day management of their communications technology solutions, as well as other solutions and data networks within our portfolio.

The CSC currently provides Day 2 support, under contract, directly to our existing clients on over 145,000 ports. The CSC provides customers with remote and on-site support for everything from simple move/add/change requests, to complex troubleshooting and programming. The CSC supports mission critical business operations such as medical, utility and emergency response organizations requiring the CSC to be staffed 24x7x365 by manufacturer-certified technology professionals. These professional resources have been educated thoroughly on Cerium customer deployments.

  •  24x7x365 support
  • Customized support
    • Proactive monitoring
    • Remote & onsite support
    • Case project management
    • Software release management
    • Programming support
  • Single point of contact
  • Customized support web portal

 

 

Choose a level of support that is right for you

FUNDAMENTAL SUPPORT

Designed for the “self-support” customers that want remote access to specialized engineering resources when needed. Fundamental Support is a cost effective service that compliments your internal resource capabilities.

ESSENTIAL SUPPORT

Designed for the “essential support” customer that would also like the benefit of next business day critical spare parts along with access to specialized engineers either remotely, or on site, that will ensure your support staff has the resources to keep your system running at peak performance.

SELECT SUPPORT

Designed for organizations who need to rely on 24x7 monitoring, critical parts and on-site resources.

Select Support assures that Cerium is an extension of your mission critical systems by offering not just break fix support, but proactive inspection and updates of critical patches, firmware, and .x upgrades.

Select Support — a mission critical service allowing your organization to focus on its core business.

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About

Cerium 1463° is Cerium's customer support portal. It was created to give you better access to your support tickets and alarms. New to Cerium 1463° is the ability to create and modify support tickets, see history of resolved tickets and the ability to see past alarms.

Cerium 1463° gives you a clean and easy to use interface so that you can get to the information you need quickly. With the use of state of the art web technologies the site adapts to any mobile device, making it easier than ever to get/make updates on your support tickets.

Features

  • Enter new tickets
  • View and comment on existing tickets
  • View alarms
  • Clearly defined tabs with customer information
  • Tailored contact information

What's Behind the Name

1463° Fahrenheit is the temperature at which the element Cerium becomes liquid — according to Webster’s Dictionary, “liquid” is an adjective describing matter which is composed of molecules that move freely among themselves but do not tend to separate like those of gases; and is a form of matter which moves smoothly and freely through spaces, covering all corners, all nooks and crannies. This is how Cerium wants to provide coverage to our customers’ needs. And this is why we chose 1463°as the name for our new customer portal.