maximise your unified communications with our voice, contact centre, productivity tools, and network support.
CallTower’s Cloud Contact centres Make it Easy to Make Powerful connexions and Deliver Results.
Connect with anyone, anywhere, inside or outside your organisation, from a single, dedicated geographic number.
A revolutionary tool enabling users to easily personalise and control their CallTower services
Discover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
SupportWe have a dedicated 24x7x365 customer service team that is trained to help you
Network StatusView the Network Status for live updates on system performance and service status.
Updates & NotificationsReceive timely CallTower solution updates, latest information and alerts to stay informed about important changes and announcements.
Billing Escalation Pathcheque out the Billing Escalation Path for swift resolution and guidance on addressing billing-related inquiries effectively.
Client Support PlanExplore the Client Support Plan for a detailed overview of our services, ensuring tailored assistance and enhanced support for your unique needs.
Client Success Escalation PathsAccess the client success escalation path, providing a strategic guide to promptly address and enhance your overall client experience.
Implementation Escalation PathExplore the implementation escalation path for a structured guide to efficiently address and resolve issues during the implementation process.
Support Escalation PathExplore the technical support escalation path to efficiently navigate and resolve issues with step-by-step guidance.
Explore the overview of our company, mission, and commitment to delivering innovative communication solutions.
Bill centreExplore for a streamlined experience managing and understanding your invoices and billing information
Billing questions, payments, disputesFind essential information about billing inquiries, payment terms, and dispute resolution for your account.
CallTower TrainingComprehensive resources and guidance to enhance your proficiency in utilising our communication solutions.
CallTower, Inc. Terms of UseDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Website Privacy PolicyReview the information on how we safeguard your personal data, ensuring transparency in our services.
WebinarsVisit insightful sessions, industry expertise, and the latest updates on our communication solutions.
Services Level Agreements (SLA)Comprehensive details on CallTower’s Customer SLA, including scheduled maintenance windows for solution updates.
California Consumer Privacy ActCheck out how we comply with CCPA regulations, prioritising the protection of consumer privacy.
FAQBrowse the FAQ webpage for quick answers to common questions about our products and services.
Customer Proprietary NetworkExplore the Customer Proprietary Network webpage for secure and customised communication solutions.
There is no better relationship in the industry than ones CallTower has with its partners. Here are just a few things that make working with us truly awesome.
Partner PortalAt CallTower, we consider our channel partners as family, valuing successful relationships through excellent support and financial rewards.
Rebiller ProgramGTx is CallTower’s revolutionary rebiller service and portal, created for MSPs, System Integrators, Resellers, Distributors, and VARs, to radically empower Operator Connect for Microsoft Teams transactions and offerings – complete with 24/7/365 support and dedicated expertise.
maximise your unified communications with our voice, contact centre, productivity tools, and network support.
CallTower’s Cloud Contact centres Make it Easy to Make Powerful connexions and Deliver Results.
Connect with anyone, anywhere, inside or outside your organisation, from a single, dedicated geographic number.
A revolutionary tool enabling users to easily personalise and control their CallTower services
We have a dedicated 24x7x365 customer service team that is trained to help you
Client Success Escalation PathAccess the client success escalation path, providing a strategic guide to promptly address and enhance your overall client experience.
ImplementationsExplore the Implementations for a detailed guide to efficiently deploy and optimise our solutions.
Support Escalation PathExplore the technical support escalation path to efficiently navigate and resolve issues with step-by-step guidance.
Billing Escalation Pathcheque out the Billing Escalation Path for swift resolution and guidance on addressing billing-related inquiries effectively.
Network StatusView the Network Status for live updates on system performance and service status.
Sales Escalation PathNavigate the sales escalation path to expedite issue resolution and receive tailored support for your sales-related inquiries.
Solutions centreDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Updates & NotificationsReceive timely CallTower solution updates, latest information and alerts to stay informed about important changes and announcements.
Implementation Escalation PathExplore the implementation escalation path for a structured guide to efficiently address and resolve issues during the implementation process.
Client Support PlanExplore the Client Support Plan for a detailed overview of our services, ensuring tailored assistance and enhanced support for your unique needs.
Explore the overview of our company, mission, and commitment to delivering innovative communication solutions.
Bill centreExplore for a streamlined experience managing and understanding your invoices and billing information
Billing questions, payments, disputesFind essential information about billing inquiries, payment terms, and dispute resolution for your account.
CallTower TrainingComprehensive resources and guidance to enhance your proficiency in utilising our communication solutions.
CallTower, Inc. Terms of UseDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Website Privacy PolicyReview the information on how we safeguard your personal data, ensuring transparency in our services.
WebinarsVisit insightful sessions, industry expertise, and the latest updates on our communication solutions.
Services Level Agreements (SLA)Comprehensive details on CallTower’s Customer SLA, including scheduled maintenance windows for solution updates.
California Consumer Privacy ActCheck out how we comply with CCPA regulations, prioritising the protection of consumer privacy.
FAQBrowse the FAQ webpage for quick answers to common questions about our products and services.
Customer Proprietary NetworkExplore the Customer Proprietary Network webpage for secure and customised communication solutions.
There is no better relationship in the industry than ones CallTower has with its partners. Here are just a few things that make working with us truly awesome.
Partner PortalAt CallTower, we consider our channel partners as family, valuing successful relationships through excellent support and financial rewards.
Rebiller Program
This document outlines the CallTower Client Services Support (CSS) Plan, specifying how to contact CSS, and the case management process used to provide the highest quality support for all CallTower services.
Customer Support Portal – 24x7x365
All customers have access to the CallTower Customer Support Portal to open, review and communicate on support cases. Please follow the link to login to the portal http://support.calltower.com. If you have trouble logging into the support portal, please contact CSS via phone.
The Customer Support Portal provides access to view all open and closed support cases attached to your account. Clients may also open new support cases and comment on cases in progress. Please be advised all cases opened via the Customer Support Portal open with a Priority 4 until they are reviewed and appropriately dispositioned. If an issue is urgent, please contact CallTower CSS via Chat or Phone.
CallTower Solutions Center – Located in the CallTower Customer Support Portal is a knowledge base with articles for self-help and self-administration. Articles are continually being added and updated to provide customers with on-demand information regarding common issues.
Email support@calltower.com – 24x7x365
An email to Support will automatically generate a case and be assigned to a technician. Please be advised all cases opened via email open with a Priority 4 until they are reviewed and appropriately dispositioned. If an issue is urgent, please contact CallTower Support via Chat or Phone.
Chat – M-F 5 AM to 12 AM MT, S/Su 8 AM to 5 PM
CallTower Chat is available on our website at www.calltower.com. Chat is a recommended method to open high priority support cases in addition to other standard priority issues. Live technicians are available to immediately work and escalate issues for quicker resolution.
Phone Support
Phone Support will connect clients to a Customer Service Representative to assist with opening a support case and then connecting clients to the appropriate specialist to work the request. Phone Support is another recommended method to open high priority cases.
Main Points of Contact (MPOCs)
The customer will designate main points of contact (MPOCs) who are authorised to initiate support tickets with CallTower CSS. All end user issues or service requests will be reported first to the customer MPOCs, who will then submit support tickets with CSS after basic first level vetting/filtering as appropriate. Customers are to provide CallTower with a list of MPOCs by name, title, and current contact information (phone and email). An account for support portal access http://support.calltower.com will be provided to all identified Technical MPOCs.
If there are multiple MPOCs, please designate which is primary and which is/are secondary, contact(s) for master cases, and contact(s) for maintenance notification. The customer will also provide CallTower CSS with their internal ‘escalation list’ containing escalation points of contact within the customer organisation for CallTower to use in the event it requires higher level support/interaction pertaining to a support issue.
Reasons that all issues should be reported through customer designated MPOCs:
prioritisation
Priority Level | Definition | Example | Initial Response | Update Frequency |
---|---|---|---|---|
Priority 1 | Total impairment of critical services affecting an entire site | Circuit is down resulting in loss of service | 15 min | Hourly/As Requested |
Priority 2 | Partial/intermittent impairment of critical services affecting multiple users | Intermittent drop while transferring calls | 30 min | 2 hours |
Priority 3 | Impairment of non-critical services for multiple users of total impairment of services for a single user | Jabber presence not showing correctly for multiple users/phone not registering for a single user | 4 hours | 1 Business Day |
Priority 4 | Impairment of non-critical services for a single user | Message Waiting Light not functioning for a single user | 1 Business Day | 2 Business Days |
* Case response times and update frequency may differ if a case is opened with a vendor such as Five9, XO, Level (3), etc. Vendor support response times and update frequency can be provided upon request.
Ticket Status Definitions
New Case – The case has not yet been picked up or worked on by an agent
In-Progress – An agent is actively working on the ticket
Duplicate – There are multiple cases for the same issue, this case was closed and another is referenced as the main case for this issue to prevent duplication of effort
On Hold – The case is still open but is on hold until a designated time
Shipping – Hardware is in transit to the customer
Resolved Follow-up Required – The work on the case is completed, case is pending confirmation from customer that the issue is completed
Customer Re-opened – The case was closed, however, the customer has replied to an email related to the case or requested the case be re-opened
Closed No Response – ageing cases with no response from the customer will be closed
Closed – The agent has completed all of the work for the ticket and has tested the implementation
Case Management
CallTower CSS will manage cases in accordance with the above guidelines unless an alternative agreement is requested by the customer. If the status of a case is not anticipated to change and providing the same information will delay work on the issue, then CallTower CSS will provide an estimated time of resolution (ETR) rather than providing scheduled updates. Customers may request a case be reopened if the original issue is not resolved to their satisfaction. Cases may be reopened through phone or chat or through responding to an email related to the case. Cases may be reopened within seven calendar days of their closed date. If seven calendar days have passed, a new case will be generated and related to the original case. If a customer fails to respond to an active case after two business days of attempted communication, a technician will notify the customer the case is being “Closed No Response”. When the customer is ready to resume work on the case, a new case will be opened and related to the original case.
Master Case prioritisation and Management
In the event CallTower CSS determines a single issue is affecting multiple organisations a Master Case will be created, and prioritised as a Priority 1G (Global). P1G cases received immediate and continuous attention, communication updates are provided on an hourly basis. Communication will be posted on CallTower’s Network Status Page http://status.calltower.com/. Customers may subscribe on a single issue or for all updates regarding a specific platform. Only CallTower CSS can designate a case as a P1G.
Customers are encouraged to escalate any issue they believe is not being handled appropriately to Client Services Support Management. Below is the CallTower CSS Management escalation path:
CallTower Support
Phone: (800) 347-5444
Email: support@calltower.com
Legacy OneStream Networks
Network Operations centre
Phone: (800) 869-0315 option 1
Email: support@calltower.com
CT Cloud Support Manager – Matt Lym
Office: (801) 938-1377
Mobile: (385) 715-3119
Email: mlym@calltower.com
Cisco Support Manager – Jordan Farnsworth
Office: (415) 869-8951
Mobile: (801) 508-5665
Email: jfarnsworth@calltower.com
Microsoft Support Manager – Dylan Lewis
Office: (801) 934-3734
Mobile: (801) 508-5674
Email: Dylan.lewis@calltower.com
On Call Manager
Office: (801) 508-5670
(M-F 5pm to 8am, S-S)
Legacy OneStream Networks – NOC Manager – Brian Simpson
Office: (585) 563-1858
Mobile: (801) 508-5680
Email: bsimpson@calltower.com
VP of Client Support – Jim Manetta
Office: (585) 563-1868
Mobile: (585) 797-3021
Email: jmanetta@calltower.com
CEO CallTower – Bret England
Office: (415) 869-8922
Mobile: (408) 893-9070
Email: bengland@calltower.com
Self-Administration
CallTower continues to encourage the use of self-administration (i.e., self-provisioning) by organisation administrators and MPOCs. We are able to assist you at any time with self-administration of your organisation using the Client Provisioning system. Helpful instructions on how to manage/self-administer MACD requests can be found in our CallTower Solutions Center in the CallTower Customer Support Portal http://support.calltower.com.
There are many tasks that can be taken care of quickly and efficiently by customers on their own without having to contact or wait on CallTower CSS – a few of which include:
Customers requesting CallTower CSS to complete requests are subject to a provisioning fee billed at $100/hr. in 15 minute increments for the time required to complete the change.
prioritisation
Priority Level | Initial Response | Update Frequency |
---|---|---|
Standard | 1 Business Day | Typically, changes are completed within two business days. Customers will be notified if additional time will be required due to carrier/vendor response times. |
Expedited (additional fee applies) | 4 Hours | Typically, changes are completed within one business day. Customers will be notified if additional time will be required due to carrier/vendor response times. CallTower will expedite all carrier/vendor requests when possible. |
Management
MACD requests outside of extended business hours (M-F, 7 AM MT to 7 PM MT) will be addressed the following business day. Urgent requests outside of extended business hours are considered Expedited and will be addressed by CallTower CSS 24×7 Tech Support Team. CallTower CSS will utilise the same case status definitions as technical support cases. Cases are available to be viewed in the Customer Support Portal to see real-time updates and progress on requests. As many MACD requests may result in a licencing/usage change, CallTower will only work MACD requests with approval from identified MPOCs.
CallTower’s technical personnel perform routine maintenance on CallTower backend systems to ensure the highest level of performance and reliability. The CallTower Client Support Plan defines two types of system maintenance: Monthly Scheduled Maintenance and Unscheduled Maintenance. Each maintenance type is defined as follows:
Monthly Scheduled Maintenance
CallTower performs proactive, routine maintenance each month to ensure the highest level of uptime and performance for CallTower customers. Tasks performed during monthly scheduled maintenance include, but are not limited to, system patching, hardware commissioning and decommissioning, and hardware and software upgrades.
Monthly Maintenance Window
Each monthly scheduled maintenance window typically takes place on the third Friday of each month at 10 PM MT – 4 AM MT. Clients will receive an email reminder one week in advance and when the maintenance window begins and completes. The maintenance notification is also posted to status.calltower.com. Notifications will include the following details regarding the monthly scheduled maintenance: date/time details, CallTower products affected by the maintenance event, a brief description of the work to be performed and a brief justification for the work to be performed.
Scheduled monthly maintenance events may be followed by a more detailed notification of added features and functionality provided to CallTower customers as a result of the work performed during the maintenance event.
Skype for Business Certificate Updates
CallTower’s Skype for Business platform requires a weekly certificate upload to a server. This weekly update typically occurs Friday mornings at 12 AM MT. This process has no customer impact and services remain functional during the upload.
CallTower Connect Updates
CallTower developers provide system upgrades and patches to the CallTower Connect platform following the completion of a three-week sprint. These updates are typically completed on Tuesday evenings from 9 PM MT – 11 PM MT on three-week cycles. Clients will receive email notification 24 hours prior to the update and notification is posted within the CallTower Connect Portal and on status.calltower.com. CallTower services are not impacted during the Connect updates.
Unscheduled Maintenance
CallTower performs unscheduled maintenance on an as needed basis. Unscheduled maintenance is maintenance deemed too critical in nature to wait for the monthly scheduled maintenance cycle. Tasks performed during unscheduled maintenance include, but are not limited to, applying patches to fix critical function and security bugs and necessary hardware replacement.
CallTower will always make every effort to perform the needed unscheduled maintenance outside of the hours of 5:00 AM to 11:00 PM MT. However, CallTower reserves the right to perform unscheduled maintenance at any time depending on the nature and urgency of the tasks to be performed.
Customers will be notified via e-mail regarding unscheduled maintenance as soon as possible with as much advance notice as possible. In some cases, notification prior to work being performed may not be possible. Notifications will include the following details regarding the unscheduled maintenance: date/time details, CallTower products affected by the maintenance event, a brief description of the work to be performed and a brief justification for the work to be performed.
CallTower’s online BillCenter system provides customers with full-time web access to their billing statements and full billing detail. Customers are able to access their latest invoice via the web monthly by logging in to the BillCenter Portal, at https://calltower.billcenter.net/. For login credentials or questions related to accessing or using BillCenter, please contact the CallTower Billing Department at billing@calltower.com or (866) 586-4700 opt 4.
In addition to e-bill, an email with a PDF of the invoice will be sent directly to a designated financial point of contact and/or the main point of contact on the 27th of each month.