MYCOM - MYCOM is a global provider of end-to-end telecom solutions that enhance the efficiency of network assets, processes and people for leading service providers, through a portfolio of next generation Software applications, Managed Services and Advanced Engineering Services.
Skip to content
Customer Support
Support Overview
MYCOM has local teams dedicated to their customers, a global team responsible for the overall processes and support systems and backup from a dedicated design support team that is able to provide full resolution for emergency issues. MYCOM also offers on-site and remote monitoring services to further assist customers.
MYCOM's global 24/7 call center is based in the UK. It provides access to on-call engineers for critical issues. Support experts are able to resolve reported problems using remote access. MYCOM has regional offices in Dallas (USA), Paris (France) and Bangkok (Thailand).
MYCOM Standard Technical Support
The standard support level includes the following functions:
Unlimited helpdesk access
• Technical assistance by phone or email in English during MYCOM UK working hours from 9am to 5pm Monday to Friday (excluding UK public holidays)
• Web based access for logging new tickets and viewing status of opened tickets
• Technical support (in English) to provide response, workarounds and fixes within SLAs
• Corrective maintenance patch delivery (using remote upload) following MYCOM standard life cycle
• Intermediate fixes delivery (using remote upload) following agreed SLAs
• Electronic provision of documentation updates (English manuals, release notes etc.)
• Information regarding FAQ *documentation in English)
• Support review meetings to present and discuss future scheduled releases and NIM-PrOptima interface updates required to meet any changes on your network (the upgrade or data interface change will then be handles as a separate project outside support)
Additional Support Options
24x7 remote support
• Provideing emergency cover in English outside of business hours
• Support cover outside of the business hour period is for critical faults only
• All customer responsibilities for raising a ticket and system recovery stated in this handbook remain applicable in this option
On-site 1st line application support service
• Dedicated MYCOM engineer on-site providing support for NIMS-PrOptima during customer's business hours
• Close working with customer's user group in responding to queries and resolving issues
• Logging, monitoring and management of problem reports
• Proactive daily system health checks includoing data loading checks for all supported interfaces
• On-site investigation of reported problems with MYCOM delivered solution
• Applying scripted workarounds as provided by MYCOM support
Remote monitoring support during UK business hours
• Providing daily RAG status report on the NIMS'PrOptima application
• Provision of weekly trending and preventative actions as needed
• This service is built around the collection of statistics from NIMS-PrOptima self=monitoring plus some additional manual checks
• This service includes a monitoring and ongoing surveillance process in which MYCOM reports back to the customer on issues as and when they are found so that the customer may act appropriately. Problems found within NIMS-PrOptima are logged by MYCOM and managed through Standard Technical Support processes
Contact MYCOM
We'd be happy to help you with any service enquiry.
Downloads
- MYCOM NIMS-PrOptima Brochure
(2 Mb)
- Corporate Brochure
(415 Kb) - Network Engineering Brochure
(479 Kb) - MYCOM Customer Analytics Data Sheet
(752 Kb) - MYCOM LTE Service Assurance Data Sheet
(723 Kb) - MYCOM Managing Multi-Domain Performance Data Sheet
(716 Kb)
