Managed Broker Service for RingCentral Partners
Nuvola Managed Broker Service
Nuvola Distribution is a RingCentral Certified Delivery Partner offering Managed Broker Services for Channel Partners.
Become a Nuvola RingCentral Managed Service Broker partner today to enjoy the following benefits:
- Competitive commissions and SPIFF pass through.
- White label our UC / CCaaS PS wrap, recognising more revenue and profit.
- Vast engineering experience working with RingCentral on UC and CC solutions.
- Access to our Technical Service Desk (TSD) Nuvola will give your customers the FULL Managed Service experience.
Complete the form below, and get 1 month of free access to the TSD on your first registered opportunity with Nuvola.
Nuvola Technical Service Desk (TSD)
The Nuvola TSD delivers the Professional Services needed for RingCentral project deployments for UCaaS and CCaaS solutions. In addition to the standard offerings from Nuvola, a bespoke package has been created to enhance your client’s value-added services, enabling you to offer TSD to your customers.
Once projects have been completed, UAT testing has taken place, and Go live/ Customer signoff is complete- the standard mechanism within RingCentral is to hand the end customer over to BAU (Business as Usual) Support – a package which is offered as an inclusive a bundle with the MRR licensing purchased by the customer for their VOIP Telephony.
This Support is a standard package from RingCentral and is based on set criteria for Priority filtering in line with RingCentral Published SLAs.
The Nuvola TSD team is a dedicated team that can respond quickly to confirm/troubleshoot problems and, in addition, make consultative recommendations and offer dedicated management by the team who understand the as-installed configuration.
The TSD offers:
- Guidance on fault logging, checking that the issue needs to be logged to the RC desk.
- Assistance with logging tickets either directly or indirectly- detailing the fault accurately for a smooth logging process.
- Technical access to qualified systems engineers for advice and guidance.
- Managing daily MACDs- moves, adds, changes, and deletions.
- Dedicated assistance from Nuvola Professional Services to help escalate issues where necessary.
- Provided general account management assistance for your sales team, attending calls and meetings, providing demos, and supporting you at a technical level.
Manufacturer TAC Access
This complimentary service lets us log calls directly with the manufacturer’s technical support team (Technical Access Centre). This requires the customer to provide all the relevant information about their customers’ fault, including (Only if needed or requested by the Nuvola TSD Team) network diagrams, packet captures, detailed problem descriptions – and to have checked release notes and any known knowledge base for any similar or previously recorded issues.
Suppose you cannot provide detailed troubleshooting information or have key staff out of the business, leaving a skills gap. In that case, the TSD team can assist with any information-gathering tasks at an hourly Helpdesk Service Rate. This would be monitored and agreed upon upfront, with close communication between the support and the TSD teams, both of which come under the Nuvola Professional Services Commercial Team.
Helpdesk Services
Helpdesk Services are generally accessed by purchasing a Remote Service Credit Pack (RSC). This is typically how we see remote services delivered when customers wish to avoid setting up formal Maintenance or Support Contracts paid for annually. Big Ticket Maintenance for on-premise systems is quickly falling away, and many customers only require ad hoc support while transitioning to something new. Cloud-based systems often have Support packages built into their monthly charges from the provisioning Vendor, meaning that our Helpdesk Service is frequently all the “top-up” needed, allowing access to Technical Support, Consultative advice, and assistance with MACDs (Moves, Adds, Changes and Deletions). The TSD team offers these services to support and assist your customers with tailored packages to enhance the RingCentral support offerings.
Helpdesk Services Include:
Access to the TSD support desk to log tickets for any adds, moves, configuration enhancements, or changes to the customer environment for Cloud-based and On-Premise systems. Typically, this may apply when legacy skills are no longer present in your or your Customers’ organisation, or your organisation or your customer has not yet had technical training. If you or the customer have no plans to provide in-house services; in these cases, the Nuvola TSD team is well-positioned to support your organisation or customer.
Project support can be planned and called off in ‘chunks’ of time, whether half days, full days, or out-of-hours elements for standby support (prebooked into the scheduling calendar) for critical risk management. This could include complete go-live/ system cutovers, agent transitioning from old contact centers where no downtime is acceptable, and any other issues that may have been raised during the project risk assessment that could arise during a planned piece of migration work.
The Helpdesk Service Pack can also help troubleshoot any system issues or faults if there is no contracted support in place through a formal maintenance agreement.
Helpdesk Credits are bought in blocks of 10 or 20 x 30-minute sessions, called off, and topped up as required.
If you would like more information please contact the Nuvola Professional Services Team – as your as your success is our success.
