BC4™ Software Assurance and SLA
BC4™ Software Assurance and SLA ensure optimal performance from day one of your communications and contact center implementation. With SWA, we deliver new software updates for both hardware and software applications as soon as they become available.

Through our technical support, we will ensure your cybersecurity through patches and updates for the full functionality and security of the platform or solution you are using. 

To provide the best possible services, we have the ISO 15838:2009 Customer Center Management System certificate, and thanks to the ISO/IEC 27001:2022 certification, we are able to meet legal requirements for information and cybersecurity security and privacy protection.

 

What can be obtained under Software Assurance & Service Level Agreement ?

Cloud management

Operational capability

Security

Update

Analysis

 

Basic Software Assurance and SLAs that can be further customized to meet different needs

 

  SWA and SLA standards Premium SWA and SLA SWA (without SLA)
Cloud       
Support for software installed in the public cloud of O2, TMB or ČRA Yes Yes No
Support for software installed in the VMware, HyperV, KVM, Proxmox private cloud Yes Yes No
LAN support and troubleshooting Yes Yes No
Support and problem solving on the supplied hardware (Netoworking, intercom, telephones, gateways) Yes Yes No
       
Updates and upgrades      
Latest current software and firmware versions (free upgrade) Yes Yes Yes
Service packs Yes Yes Yes
Security hot fixes Yes Yes Yes
       
Analysis and active surveillance      
Analysis tools  Yes Yes No
Active supervision and monitoring of fault extinguishing in real time No Yes No
       
Technical support requirements      
8x5 technical support - phone, email, ticket Yes Yes No
24x7x365 technical support - phone, email, ticket No Yes No
Upgrade assistance
 No Yes No
Technician on-site visit No Yes  No 
       
Hardware availability      
Guaranteed availability of hardware for immediate replacement (same or higher model) Yes  Yes  No 
       
Responses and times      
Response time when reporting a critical fault 2 hours 2 hours No
Response time when reporting a non-critical fault 8 hours  4 hours  No 
Guaranteed time to resolve critical faults  No Yes   No 

 

Public or private cloud

Next-generation cloud platforms rapidly build and deliver advanced applications and enhance on-premises solutions with new features.

BC4™ can be installed on-premise or in a public cloud from leading cloud providers such as O2, T-Mobile and ČRA or in your own private cloud or hybrid cloud solution. Our SLA gives you 24/7 access to technical support across multiple platforms for all of our products.
Continuous uptime

With BC4™ SWA and SLA, you can eliminate or minimize costly downtime due to software or hardware failures. Guaranteed response times and the availability of our technicians, whether remote or on-site, including immediate hardware replacement, ensure rapid restoration of all system functions.
Security and compliance with security standards

Cyber ​​attacks cause the worst level of disruption to a company with high business impact, not only for directly targeted systems, but potentially disrupt the operations of companies of all sizes. We protect your system from potential cyber attacks and viruses with regular patches and updates. It monitors cyber security in real time against ever-changing threats across all its platforms through its customer base and our global partners and suppliers.
 

When a security threat is detected, a Service Pack is released to update systems and eliminate any potential vulnerability to attack.

Thanks to ISO/IEC 27001:2022 certification, we are able to meet legal requirements for information and cybersecurity security and privacy protection.

Software update

Software Assurance is the best way to ensure your system meets new business needs in changing IT environments.
 
With Software Assurance, we provide software updates and ensure our solutions are compatible with new technology frameworks so they can continue to meet your evolving business needs.
 
Software Assurance is the only way to ensure your system remains current, secure, and adaptable to new environments.

Contact center analytics

How can contact center analytics improve customer service? The first step is to choose the right type of analytics for the metrics you want to track. As part of our support, we will explore what can be improved in your call center operations, help you choose the right analytics for your situation, advise you on how to use different types of analytics and reports, and get started.

Contact center performance analytics will provide you with valuable insights into various aspects of call center performance, including agent efficiency, customer satisfaction, and overall service quality.

By using call center analytics, it is possible to make informed decisions to improve the customer experience with the work of agents and the entire contact center.

To provide the best possible services, we have the ISO 15838:2009 Customer Center Management System certificate.
 
 
 

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