Support Services

CALL ACCOUNTING AND REPORTING SOLUTION

Need help from @Comm? Request Support Technical support assistance,

direct from qualified @Comm personnel, is provided to both channel

partners and end customers based on the subscription or maintenance

status of the system in need of service.

Support Overview

For ease of implementation, services related to the implementation as well as an initial
year of technical support are bundled into each new system purchase or service subscription.  The Product Support and Enhancement Agreement is renewable annually so that you may continue to be able to access us for help if needed. 

Configuration and Training Options

Getting started on the right foot is a key to a successful implementation. To rapidly obtain the benefits of your @Comm Solution while minimizing the associated labor and effort, Configuration Assistance and User Training services are generally bundled into new product purchases or are available for select products for a nominal rate.

For Partners, we offer services that may enhance the efforts that you perform onsite in support of your customers by remotely accessing and configuring systems upon the physical setup that you perform.

@Comm Technical Support Specialists can assist with delivering the system benefits to the customer in a timely and efficient manner by focusing on providing guidance and assistance with the optimal system configuration and by providing the primary user with basic operation, reporting and administration training.

Online resources

The Support section of the site provides a gateway to product specific documentation and resources. In addition to the generally available support material, qualified partners and end users may access customer only reference material and tools. Access to these login areas is subject to maintenance agreement entitlement.

Telephone and Remote Access Support Resources

In addition to online resources for self-help, telephone assistance and remote access services are used to expedite troubleshooting, provide resolution to customer issues, and deliver improved process instruction for system administrators.

By remaining current with this support service, you are entitled to support services related to technical support assistance and patches & enhancements and you are protecting the initial investment in an @Comm Solution for all add-ons and upgrades your company may need due to changing business requirements.

If you would like to check your support entitlement for your CommView system, simply send a request to @Comm Support.

Schedules & Holidays

To obtain assistance from @Comm Technical Support, you may use any of the following mechanisms.

• Phone: Call (603) 628-3000 to reach @Comm Technical Support Dispatch
• Web: While on our site, feel free to request service.
• Email: For business hour service, messages sent to support@atcomm.com will automatically be forwarded to dispatch and shall initiate a service ticket.

@Comm offices are closed during all major national holidays and service is provided as emergency after hour service during those periods.

@Comm Technical Support is staffed with in-office technicians reached through dispatch Monday through Friday 8:00 AM Eastern to 5:00 PM Pacific.

Emergency after-hour and weekend service through automated dispatch is available for qualified dealers and customers. To receive emergency after-hour and weekend service, please contact support via telephone and follow instructions to have an on-call technician notified.