Support Information and Guidance

Round-the-clock global service support

Omnifone run an English-only 365 day 24/7 tier 2 global support operation for partner services providing direct access to trusted technical and service staff. Partners normally provide their own tier 1 customer support operations.

Omnifone operates a comprehensive suite of web-based customer support tools for viewing customer activity, managing entitlements and accessing FAQs. To further help partners in the operation of their tier one support operations, near real-time user data feeds are provided that come complete with full lifecycle information. This rich event feed allows for macro analysis of customer statistics and in-depth analyses of user behaviour.

For streamlined defect management, Omnifone operates OmniFix, a Jira-based ticketing system that is fully integrated into a partners’ own issue management system.

Mature reliable platform

Trusted by huge consumer brands such as Sony and Research In Motion, Omnifone has been operating critical round-the-clock services continuously since 2007.

Featuring mature monitoring, trending and alerting toolsets, the MusicStation platform provides partners with graphical representations of their data, making trends and user activity visible within any timeframe. Collected in a single central system, partners benefit from robust, built-in systems management tools and numerous measurement points that make detailed analysis easy.