Technical Support & System Resources
Engineering-grade support for mission-critical infrastructure. From remote diagnostics to compliance documentation, our team ensures your facility stays online 24/7.
TotalConnect’s Support Team is Here to Support You
At TotalConnect, we pride ourselves on providing top-notch, personalized support to all our clients. We understand that reliable communication and integrated systems are critical to your business, and our courteous, friendly, and expert support staff are dedicated to ensuring your systems run smoothly. We are committed to resolving your issues quickly and effectively, viewing every interaction as an opportunity to demonstrate our unwavering commitment to your satisfaction.
Remote Support
Resource Library
Compliance & Audits
Our Streamlined Support System
To ensure efficient and effective assistance, all support services are managed through our advanced Automated Ticketing System. This system allows us to track every request, ensuring no detail is missed and every issue is addressed promptly.
FAQs
Can Totalconnect bridge my existing legacy hardware to the cloud?
Yes. We specialize in middleware translation that converts proprietary legacy signals into prioritized mobile alerts without requiring a full system replacement.
How do you handle signal dead zones in concrete/lead-lined buildings?
We deploy 900MHz Spread Spectrum technology. Unlike standard Wi-Fi, this lower frequency penetrates dense architectural materials, ensuring life-safety alerts never drop in high-density facilities.
What is the benefit of NVMe hosting for my security data?
Speed. Standard SSDs create bottlenecks when retrieving HD video logs. NVMe storage allows for near-instantaneous data parsing, ensuring zero-lag retrieval during a security event or audit.
Are your healthcare systems UL-Certified?
Absolutely. Our integrations are engineered to meet UL-1069 and UL-2560 signaling standards, ensuring your facility remains compliant with Canadian healthcare regulations.
How do I Submit a Support Request?
-
Via Email: Simply send your support request to our dedicated support email address. Our system will automatically generate a ticket and assign it to a qualified staff member.
- Through Our Customer Support Portal: For a more detailed submission and to track the status of your requests, you can log into our online customer support portal. Here, you can add new tickets, view the progress of existing ones, and access a comprehensive log of all details related to your support history.
What Happens After You Submit a Ticket?
Need an Update? Call Us!
If you have an active ticket and require an immediate update or further assistance, you can call our support services directly. Please have your ticket number ready for faster service.
-
Support Phone Number: +1 (866) 879-5276
-
Support Hours: 9:00 AM to 5:00 PM Pacific Standard Time
Key Aspects of Our Support Commitment:
-
Rapid Resolution: We are dedicated to resolving your issues as quickly and efficiently as possible.
-
Customer Satisfaction: Every support engagement is an opportunity for us to reinforce our commitment to your business and ensure your complete satisfaction.
-
Adds, Moves, and Changes: Services such as adding new users, moving extensions, or making system changes are handled quickly and efficiently through our ticketing system and support staff.
-
Extended Support: For businesses requiring continuous, proactive support, extended support options are available through our service contracts. Please contact one of our sales representatives for more details on how to secure comprehensive, ongoing support.
Important Information Regarding E911 Services
For your safety and compliance, please review our E911 services information. It is crucial to understand the capabilities and limitations of E911 when using VoIP services.
We Are Here For You
No more worries when you have telecommunications issues; TotalConnect is there for you. Our full-service support contracts ensure you have peace of mind, knowing expert assistance is always just a call or click away.