Shout Telecoms - 24/7 Global Support

24/7 Global Support

“Second to none when it comes to swift efficient communication and fault resolution”

Voice Applications Manager - TalkTalk

“Shout support are very professional and knowledgeable and fully understand the services we have with them. Feedback is always constructive and timely.”

Voice Product Director - Six Degrees Technology Group

“The ability to supply the right technology is one thing but most important of all to us, is the excellent support received over the years, both in ongoing maintenance and their unrivalled fault resolution”

Managing Director - Numbers Plus

“Like most Carriers we have bought equipment from many vendors over the years. The support we get from Shout has always been head and shoulders above other manufacturers. Whether it's a basic question about application syntax or a mission critical failure support is on hand when we need it.”

Director JTech Inc

“We have found Shout Support to be excellent in terms of responsiveness and product knowledge. Any issues are quickly dealt with and constant product evolution and updates keep us ahead of the competition.”

Technical Director - 24 Seven Communications

"Fast, accurate, accommodating, able to think outside the box when needed. Always willing to get logged in and have a look. Not a company that needs 14 different log files sent to them before they even recognise that you may be having a service outage!"

Head of Voice Services - GCI

"After sales service is probably the most important thing that can set shout service apart from others. Shout provide their support service efficiently and in a friendly manner. The Shout team also has a clear sense of purpose and they understand their customers expectations"

Senior Technical Contracts Manager - Everything Everywhere

24/7 Global Support

At Shout we understand that a product's lifecycle doesn't end with the development process, we offer ongoing out of hours support for all the products & services we develop.

The Shout Difference

Every platform and application we provide is backed by our global 24/7 support. Crucially, development and support is provided by the same engineering team, this means an excellent knowledge of each platform and client deployment as well as an unrivalled speed of fault diagnosis and resolution.

Ask yourself this: How useful would it be if every time you had an issue with a software application, you could communicate directly with one of the team who created it? This is not just invaluable for support, it also means you can talk to the engineers about how to improve the platform(s) and add new features.

The Shout Support Portal

Every customer has access to our support portal, where they can:

Raise, monitor, amend and manage ongoing support tickets
Manage all users within their own organisations who may need to raise support issues
Review historical tickets
Review monthly reports including:
- Support report detailing all the months tickets, their current status and headline information
- SLA report showing our performance against our agreed SLAs in the month
Book Maintenance windows to inform the Shout engineering team that your engineers are undertaking network changes that could impact our platforms. This ensures our engineers are best able to address any negative impacts and rectify them before they become service affecting, as well as giving us an opportunity to raise any concerns we may have with the planned work
Accept and manage Change Notes. A Change Note is prepared by Shout engineers prior to commencing works on a customer platform. Typically they involve the likely risks, the date and time for the work (usually out of hours for service affecting platforms) as well as the roll back plan in the event things don’t go as expected. Every Shout Change Note is peer reviewed before going to the customer for sign off.