Support

ROI is committed to timely customer support. ROI has invested in the following resources to insure customer issues can be resolved in a timely manner.

ROI Project Manager – Laura McGraw: Laura handles all new installs from time of booking to final installation and training. Once a project is booked, Laura will engage the customer with a Site Survey to gather all the necessary information to allow ROI to pre-stage the equipment. Additionally, Laura works closely with the carriers involved to coordination equipment installation and carrier cutovers. Laura also handles on-site and on-line training for customers.

ROI Field Engineer - Zultys Certified Service Engineer – Chris Cox: Chris is a Zultys Certified Systems Engineer (ZCSE). He handles all field installs including phone installations, carrier cutovers and post implementation technical issues if any. Chris is also highly skilled in general network technology and works well with customer IT Directors and customer third party IT Services groups. Chris enjoys a high regard and satisfaction among the ROI customer base.

ROI Help Desk - Zultys Certified Service Engineer – Nicholas Pace: Nicholas is a Zultys Certified Systems Engineer (ZCSE) and handles both the pre-staging of equipment for new projects and all phone support for existing customers. Most customer issues can be resolved remotely and ROI uses Turbo Meeting to remote into customer networks to assess issues and resolve problems in a timely manner.

ROI UpLine – CTD Distributing: ROI has an outstanding upline Distributor – CTD Distributing – that has five trained Zultys engineers available for phone support. If ROI cannot resolve an issue directly, we will engage CTD to assist with a problem. CTD has carried the Zultys product for over five years and is very competent on the product.

Zultys - Tech Support: Zultys has an outstanding team of seasoned engineers and will engage in problem resolution if an issue cannot be resolved by ROI and/or CTD. The Zultys product allows for a VPN tunnel to be established with the Zultys TAC (Technical Assistance Center) that allows Zultys engineers to get into a specific customer MX and troubleshoot issues, run diagnostics and read Syslog information. Zultys has a solid history of identifying issues and fixing issues via patches in a timely manner.

Laura McGraw
Customer Service Manager
Phone: 972-498-1354
Email: lmcgraw@roitelephony.com

Nicholas Pace
ROI Telephony, LLC.
Phone: 214-364-2425
Email: npace@roitelephony.com