At Splice, our sole focus is Customer Service —we live and breathe it 24/7. Whether we are providing IT Help Desk, Infrastructure Management, Onsite IT Support or Telecom Management Services, our team is committed to designing and delivering a customized solution based on our client's business and IT requirements. Our commitment to our customers is to always provide a high quality experience with a sense of urgency and excellence.

 

Locations

 

Headquarters

2225 E. Bayshore Road, Suite 200
Palo Alto, California 94303 United States
Phone: 4047692193

 

Services

 

HELP DESK SUPPORT E-mail Applications and Browsers Microsoft and Apple Desktop Operating Systems Hardware and Network Troubleshooting Desktop Performance Problems User Administration Thin Clients and Virtual Desktop Infrastructure (VDI) Printer Installation and Support of Mobile Phones and Tablets Microsoft Office and Documented Third Party Applications Virus and Malware Infections

SERVICES INCLUDE Proactive monitoring and remediation service for all devices on the network Ability to customize all alerts and escalation/ communications processes to the client’s requirements Centralized portal with real time analytics and reporting Detailed network topology and asset management Network traffic flow analytics Global network configuration management

BRANDED LEVEL 1 PRODUCT AND SERVICE SUPPORT TIER 1 SUPPORT Understanding environment variables and narrow down on the trouble points Handle configuration, installation set up, how to, non-critical issues Performing simulation checks Check knowledge base for a permanent/standby solution Focus on customer satisfaction Document all communication with customer in the CRM

QUALIFICATIONS • 6,000 IT service professionals worldwide with extensive network and telecom expertise • Professionally certified technicians and highly credentialed systems engineers SERVICES • LAN/WAN hardware and software installation and replacement; network configuration and testing • Network refresh projects, including cabling, racking, and custom requirements • Complete site surveys, including site information, equipment details, and high-resolution photos EMERGENCY SERVICES • 24/7 x 365 on-site support services to quickly address any crucial equipment or network issues • Available for most sites in the U.S., Canada, and around the globe • Standard SLA for emergency service is 4 hours CUSTOMIZED SUPPORT SERVICES • Project based or long term IT Resource Talent Placement • Software/hardware activation and deployment • Level 1 IT support (Customer engagement) • Level 2 or 3 engineering support and escalation

VOICE AND DATA ESCALATION AND RESOLUTION When you choose Splice, you receive cost-effective connectivity backed by 24/7 support. Our allegiance lies with you— not with individual carriers and service providers. Whether you choose Splice for telecom services or you keep your existing service provider contracts in place—we work directly and proactively with carriers and vendors to open, manage, and close service tickets on your behalf. Our IT expertise, extensive carrier and vendor relationships, and unwavering sense of urgency make us uniquely qualified to take the burden of issue resolution off your hands—24/7. SERVICE PROVISIONING AND CARRIER MANAGEMENT Whether you need network provisioning for a new installation or you need to add, move, change, or disconnect all or portions of your current network infrastructure, simply turn the task over to our team of experts and we’ll work with your carrier to get the job done. Key Benefits US-Based Operations - Based in Salt Lake City, Utah, our operations center is open 24/7. Our experienced team of IT professionals process, escalate, and resolve service tickets around the clock. Detailed Incident Tracking - With Splice Customer Connect—your personalized portal—the latest information about incidents is always at your fingertips. Cost-Effective, Predictable Charges - You receive a recurring monthly bill, based on the service plan you choose. In many cases, our charges are lower than the cost of one part-time, entry-level employee. One Point of Contact - With Splice, you have one point of contact for all of your carrier- and vendor-related issues. Simply notify us when an incident arises and we’ll handle the rest. Flexible Service Plans - Our tiered ticketing plans are based on volume. Simply select the plan that fits your needs.