FAQs

FastCast Networks hopes that this is helpful in answering your support-related questions:

Q): Is monthly support included in all of your products/solutions?
Monthly support is not included in our standard solutions. Monthly support is, however, vital to the success of our deployments. We will address monthly support with our clients while building our solutions and outline exactly what you can expect and any monthly fees for this support.

Q): Why is monthly support necessary?
Due to the evolving nature of our solutions, it is extremely important to have experts who understand the nature of the product. There are numerous issues each month that can cause system interruption and less than peak system performance. When this happens, clients experience a loss of productivity and profitability. Monthly support allows us to constantly monitor your systems to ensure that this never happens.

Q:) Is On-Site Support Available?
Yes, on-site support is available per customer request. We offer on-site support for high-level, mission critical issues. We can also support you deployment via remote system access and remote desktop (agent) monitoring.

Q:) How do I contact you for support/when is support available?
You can call us at (925) 719-5529, email us at fcsupport@fastcastnetworks.com, or through your personal product management website. Our standard support hours are 8:30AM to 5:00PM (PST). All PLATINUM LEVEL support clients have 24/7/365 support available through our emergency support line.

Q:) Does our company have to purchase monthly support?
No, you are not required to purchase monthly support. However, do keep in mind the value that our support contracts bring to bear. If you ever have any issues with your system, you have people to call that offer immediate assistance and valuable knowledge. When compared to paying a dedicated employee to accomplish this task, monthly support is a real value.

Q:) Does FastCast Networks offer monthly support for solutions they did not build?
Yes, we can support applications we did not build. These solutions must be telephony-based applications utilizing certain software packages. Please call us toll-free for questions regarding this service.

Q:) What options are offered and what is the price?
As per options, please refer to our support packages page for a breakdown on what our programs offer. As per price, there is no set pricing for monthly support. We calculate our support pricing using the following criteria:

FastCast Accelerated Notification monthly support is based on the number of ports utilized and the monthly average notification amount.
FastCastAccelerateOS Contact Center Suite monthly support is based on the number of agents utilizing the solution.

All pricing will be clearly addressed before system deployment for our client's complete understanding.

Q:) What can our company expect from our monthly support investment?
Our clients can expect for their solutions to run as originally specified and at peak efficiency. Any system issues will be addressed within guaranteed time parameters to insure the optimum amount of system "up" time. All system and security upgrades or patches will dome in a timely and efficient manner. Please review our support packages page to see a breakdown of our levels of service.