Customer Support and Remote Hands

Carrierhouse takes pride on maintaing a 7 x 24 x 365 Network Operations Center (NOC), Tehnicians and administrative personel ready assist our customers.

Great Customer Service starts with having a first class infrastructure that one must continually advance to take advantage of new tools and equipment that add to performance. It’s a never ending quest and it remains essential if we are to remain competitive and provide exceptional service.

Carrierhouse has evolved its service over time by investing in monitoring software, sensor and alert systems, redundant network equipment, transport diversity and N+1 generators, coupled with sound trouble ticketing handling procedures.

Our team has cultivated both operational and executive level relationships with the critical providers, including FPL Fibernet, Level 3, TW Telecom, XO, Cloud Service Providers and contractors. These relationships allow us to bring the right level of attentionto the needs of our customers. Our goal is to bring timely closure to trouble tickets at the earliest possible time, by identifying issues, solving then and then taking the action required to prevent a recurrence. Our bilingual NOOC Staff is prepare to receive and process requests from customers in the US and Latin America.

Remote Hands, Smart Hands and Technical Support

Carrierhouse highly skilled staff is your on-site hands and eyes 24/7, 365 days a year. We are always prepared to assist our customers remotely regardless of their location. Our remote hands service includes:

• Resetting and cycling equipment power
• Monitoring and reporting. Checking indicator on equipment and console.
• Securing connection cables.
• KVM access to your equipment.

Our customers can also benefits from Smart Hands support when they need more advance support such as installation, configurations, equipment testing and troubleshooting. Although there is an hourly charge for the smart hands service, using this service can be helpful and cost effective for customers that do not have anyone available to manage the task, need urgent support, are out of the country or just far from the facility.

Hablamos Español.