Our Technical Assistance Center (TAC) is a business model based on a group of qualified engineers specialized on a single or several brands with the aim of giving 24/7 support of our technological platforms and maintenance all year round during the first levels of technical understanding and improvement Nowadays, the TAC has become a specialized group of Engineers whom, under the concept “On Demand”, offer the following services: 24/7 Technical Support Group based on a four-level (layers or tiers) model, where the final client represents the first and second level, Protokol has the 3rd climbing level in billing platforms (platforms of collection in real time, pre-payment, post-payment and convergent) and VAS (Value Added Services platforms such as: Voice Mail, SMS, WAP, Ring Back Tone). Among the functions that we execute as 3rd level and through our TAC engineers are: Onsite Support. Services Monitoring. Reports and platforms management. Software error detection to be given to the R&D group for troubleshooting. Low and high failure management. SLA (Service Level Agreement) based operations. Project management and consultation HW parts replacement.
Integration Services Group: this service is dedicated to taking advantage of and obtaining greater benefit from the technological platforms for our National and International clients, with the aim of developing all the phases of the project on a technical level, ranging from the planning stage to final item production. The Integration Services Group’s philosophy is that the executors participate in the planning and management of projects. Therefore, we are able to give a better estimation of the set-up times and that the projects are as accurate as in real life development: Site surveys. Mechanical installations. Platforms integration to the different elements of the Network. “Key-in-hand” project execution for the different platforms. MOP (method of procedure) requirements for implementation. Preparation and execution of testing protocols. Feasibility of new services expansion and analysis. Test and production of new components. Consultancy.
Man Power: Thanks to the quality of our engineering equipment, we are able to use our manpower to deliver support services and integration of platforms in different countries. Our differentiating element as an engineering outsourcing company is based on the TAC back office support, given by our qualified group of engineers.
The TAC has become a new business scheme that provides and generates added value to the operations of our technological alliances with our clients in order to transfer our local knowledge and expertise to carry out projects of a different nature and to offer the necessary availability that our clients need, creating the commitment and confidence in the brands as technological products and service suppliers.
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