CastelCare™ - Call Center Application Support

Castel knows your business. We know that your operations require extraordinary levels of service. We understand the urgency of timely problem resolution. After all, we’ve been developing and supporting call center applications for over two decades. Castel customers expect innovation and excellence. Castel is committed to helping you get the most from your Castel solutions.

For CastelCare customers, the Castel Customer Assistance Center is staffed by professionals who understand the urgent nature of your business, and who possess an in-depth knowledge of Castel solutions. Your problems get resolved in a timely and well-executed manner.

CastelCare Business Hours Plan

Designed for those operations that value business hours support, the CastelCare Business Hours Plan entitles you to:

A wealth of technical expertise by telephone or email, Monday through Friday, 8:00am - 8pm, EST
Next business day advanced parts replacement if requested before 5pm, EST
4-hour onsite labor from time of correcting part arrival
A proactive support environment with regular software updates. Castel makes available several software updates per year. The updates not only include an aggregation of fixed problems, but can include new features and functions that increase your productivity and enable you to attract new customers.
Remote problem isolation and resolution using REACH™

The CastelCare Business Hours plan is a fee-based plan available on an annual, contractual basis.

CastelCare Extended Hours Plan

The CastelCare Extended Hours Plan entitles you to all of the features and benefits of the Business Hours plan, but is designed for those operations that require round-the-clock access to the Castel support center, with the highest level of priority routing.

7 x 24 telephone support
Priority queuing
Priority problem resolution following Castel’s problem escalation protocol

The Castel Extended Hours plan is a fee-based plan available on an annual, contractual basis.

Remote Problem Diagnosis and Resolution

With REACH™ (Remote Electronic Access and Customer Help), Castel takes remote customer support to the highest level enabling instantaneous and highly secure access to your Castel solution directly from the Castel Customer Assistance Center. Regardless of your time zone, Castel Technical Support Representatives are there to help in a direct, timely, and hands-on way.

Spares

Castel’s hardware servicing philosophy is designed around field replaceable units (FRUs). All Castel hardware platforms support rapid removal and replacement of faulty FRUs (for example, controller module and telephony modules). Even with exemplary support services, your operations can’t afford a few hours of downtime under the best of circumstances. Downtime must be minimized.

By keeping on hand an inventory of critical components, and with appropriate Castel training, you can replace a faulty component within minutes and use a CastelCare support plan to replenish your inventory.

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