Customer Support

Customer Support

SYSTEM HEALTH AND NETWORK AVAILABILITY MONITORING

Stripe 21 will immediately discover any problem with your connection to your voice, data or internet service as we continuously monitor the status of your system’s health and network availability.

System Health and Network Availability Monitoring

We constantly background-monitor your device to ensure memory and processor utilisation are within tolerances; as well as ensuring your network performance is completely optimised. In the event of any irregularity, we create a trouble ticket and investigate the issue. Through the NOCC system you can receive immediate alerts of network outages and our ticketing system will provide you with regular updates as we work to resolve any issues which may occur.



MANAGEMENT REPORTING & ALERTING 24/7

A major component of our service is our 24/7 Automated Reporting & Alerting System via our NOCC. This Management Platform is hosted within the Stripe 21 data centres, meaning that no additional hardware, software, or expensive server licensing is needed. The service offers customised, real-time reports to view Internet activity. The NOCC features a fully programmable alerting system that allows you to be notified for specific events through a customised alert profile. Scheduled reports are also available, delivering the information you need directly to your inbox at the time and date you specify.

CONFIGURATION, SUPPORT, MANAGEMENT & HELPDESK

Configuration, Support, Management & Help Desk

All of the services listed above can be completely managed by Stripe 21 or in conjunction with your IT Team. Typically, initial configuration, firmware updates, unlimited policy changes, support requests, and programming updates are included in this service. All information regarding changes, support issues, and technical support requests are available for your review within our state-of-the-art online help desk system.

The service also provides access to our knowledgeable support professionals to answer any questions you may have about this service or Internet related issues.

Main Support Features are:

  • 24/7 network monitoring
  • Application availability monitoring
  • System CPU, RAM and HDD utilisation monitoring
  • Automated alerts with custom profiles
  • Minimum 15 minute response, 4 hour clear on major faults
  • Custom service packages to maximise Return-On-Investment (ROI)
  • 24/7 emergency fault response
  • Friendly helpful customer service team
  • Online trouble-ticket and fault management system

Our Partners