We can be contacted for support via the following options:
All issues are assigned a severity upon receipt. Response times are based on severity and impact to your location. If you believe we have incorrectly assigned the severity, please contact the help desk. WPG Consulting targets the response times below to begin working these issues:
The following services are generally included as part of the SA. WPG Consulting Support is provided on a reasonable basis via telephone, electronic mail, or web-based utilities only. Provider will employee commercially reasonable efforts to provide responses as quickly as feasible, but Customer understands and agrees that Provider assures no guaranteed resolution time.
3.1 System Installation and Set-up
3.2 System Configuration Services (Onboarding)
3.3 Training
3.4 System Configuration Service
WPG Consulting provides the following services as part of our non-recurring activation fees for Enterprise customers only (greater than 30 locations):
3.5 Ongoing Support Packages
All customers receive our Standard support package for free. Customers may upgrade to Proactive Support by ordering the service. The following is included with all levels of support:
| Standard | Proactive |
Live Monitor Web Portal | X | X |
Phone Support | X | X |
Email & Chat Support | X | X |
Equipment Replacement | X | X |
Training/How To | X | X |
Phone Configuration | X | X |
Network Design Review | X | X |
|
|
|
Auto Generated Tickets from Offline Alerts |
| X |
Time of day monitoring, by location |
| X |
Remote phone reboots by our help desk |
| X |
Call out to sites in response to down phones |
| X |
WPG is a privately owned IT Support and
IT Services business formed in 2014.
Today we’re proud to boast a strong team
of IT engineers who thrive on rolling up
their sleeves and solving your IT problems
and meeting your business needs.