Monitoring and after sales support

After successfully rolling out the integration to customers, managing them involves two key aspects:

Monitoring

• Technical Oversight: Ensure high customer satisfaction through SLA monitoring.

• Regular Reporting: Conduct regular monitoring and reporting of various technical aspects of the integration.

• Integration with Ticketing Systems: RG Bridge will be integrated with existing ticketing systems (IMS/OTRS).

• Report Formats: The formats for Channel Availability Reports (CAR), Channel Health Reports (CHR), and other reports will be decided and published by RateGain.

• Service Levels: Agreed service levels will be implemented by RateGain and monitored for third-party compliance.

After Sales Support

• Personal Attention: Provide dedicated attention and training to customers after RG Bridge implementation.

• Account Management: Handled by RateGain’s account management team to ensure continuous support and satisfaction.