Transcend has dedicated field and remote support technicians available to assist with your issue now! We are here to provide the highest level of support by managing our support incidents and ensuring that we deliver according to our service level commitment that we made to each and every one of our customers.
Service Phone Numbers
| Call | Contact Name | Number(s) | |
| First Call (All follow-up calls for status or miscellaneous must go through the Support Line) |
Transcend Communication’s Support Line to the on-call tech (After hours) |
763.463.1010 877.463.1600 (toll free) tech.support@transcendinc.net (Do not use email for Critical Issues) |
|
| Second Point of Escalation |
Services Manager |
763.488.6054 |
When a service incident is brought to our attention we work with our customers to code the incident according to severity. Our dispatch team will ask you is this incident Red, Yellow or Green, we let you decide:
Once coded the issue is dealt with accordingly. If the incident is coded as a red, our service manager is immediately brought into the loop and a plan is put together to get the customer up and running fast. Our team takes these service levels seriously; every employee within Transcend is measured on how they perform on their service levels. What this means for our customers is a strong commitment to meeting your needs in a timely and effective manner.
Live Session Support
After-Hours Support
To ensure you get to a Certified Technician fast we utilize an after-hours answering.
After hours support is made easy with Transcend, most of our competitors will have you calling a pager and waiting for a call back. We try to transcend the ordinary and give you the comfort of knowing you will reach a qualified technician fast. When you call our support number day or night you will simply press 1 to reach a technician. During after hours we use an answering service to connect you live with our on-call technician. No more leap of faith waiting and hoping for a call back, we get you connected on the first call.
“The ShoreTel solution allows us to leverage our remote locations and improve our overall effectiveness.”
—Dave Oren, President
