ISPN provides its partners with low hold times, quality customer service, and complete customized technical support. Whether you are looking for after-hours support, select-hours support, or round the clock 24x7 support, ISPN is here for you with a full line of support services:

24x7 call center

ISPN has a high-tech call center fully staffed with well-trained technicians and supported by a quality team of engineers. ISPN has a completely redundant fiber-optic backbones ensuring that its phone system and Internet access is always online.

ISPN's call center never closes. We can provide your customers with round the clock technical support 7 days a week, 365 days a year. If your needs don't demand 24x7 support, then ISPN can arrange to provide support during the hours you need, saving you money. You decide the hours, and we will provide the support.

We strive to offer the lowest hold times in the industry. Our proprietary WebOE system allows you 24-hour access to our database of your customers. You can run reports, track customer problems, and view technician's notes - all from the web.

ISPN works hard to provide transparent support to your customers. We answer the phone with your company name, appearing as a smooth continuation of your company.

Technical Staff and Training

ISPN has a highly trained staff of technicians that are continuously trained and tested. Our support team is broken into 5 tiers of expertise. Your customer's needs are closely monitored by supervisors, ensuring that difficult problems are handled by the most qualified technician available. ISPN technicians are currently trained to support the following:

      Windows 3.X, 95, 98, NT, 2000, Me, XP, CE (yes, we even support the hand-helds)
      Macintosh 7.5.1 and above
      All major e-mail clients
      Cute FTP, WS_FTP for customers to post to their web space
      Dial-ups, cable access, DSL, ISDN, wireless access, video, bpl

If you need support for something that is not on this list, let ISPN know and we can train our technicians to support your specific needs.

Your customers are also given the choice to leave a voice mail if they wish. The ISPN team will respond to those voice mails within 2 hours during normal business hours. We respond to e-mails in the same timely matter.

You may occasionally have an issue with a customer that is of the highest priority. ISPN's FastTrack system provides you a way of passing that situation on to us any time of the day and we will treat that it with the same level of importance that you do. We will have a Lead Technician dealing with your issue within the hour.

Customer Service

ISPN knows the importance of quality service. We expect nothing but the best from our highly trained technicians. Our goal is to provide top-notch service to your customers so you don't have to worry about the support aspect of your business. We strive to be friendly, courteous, and helpful at all times, with no exceptions. This commitment to quality is ensured by our Call Center supervisors who constantly monitor and coach ISPN's front-line technicians.

ISPN can customize the support provided to your customers to fit your needs. If you have a software product that is not correctly supported by ISPN, let us know and we will train our technicians to support your product. Many software companies are outsourcing technical support so they can focus on what they do best….design software. Technical support is what we do best.

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