Instant Access Customer Support
PanTerra provides world class support which utilizes PanTerra's own WorldSmart Unified Cloud IT Service solution to greatly increase customer satisfaction! By providing multiple channels of communications, voice, IM, email, deskshare and fax, PanTerra's support system cradles you in the comfort of knowing that you can get your questions answered or issues addressed instantly! Start with 24/7/365 support coverage unlike our competitors that barely provide M-F business hour support. We are there when you need us and will stay with you until the issue is resolved... period. Add to that our instant access secure support IM, which provides support within 30 seconds guaranteed! You'll never have to wait in a call queue again!
And if there's an issue, we will "own" the issue regardless of whether it's our service or not, until it's resolved. We will keep in constant communications with you and keep you informed of the progress. We will even assist in debugging internal network or CPE equipment problems. With PanTerra, you will always have someone you can count on!
With PanTerra, you can be confident that we will support your company as if it were our own company and drive resolution to any problems quickly, efficiently and professionally so that you can focus on your own business. Our support infrastructure includes:
- US-based Tier 1 and Tier 2 support available 24/7/365
- Instant access support via secure IM, phone or Email
- Information packed online knowledgebase with tips, guides, how-to's and relevant WorldSmart articles
- Our own remote desktop sharing feature to troubleshoot a customer's problem
- Comprehensive online end user training and help documentation
When you need answers to questions, manuals for telephone usage, or simply need a quick refresher on how to use WorldSmart features, our Knowledgebase is the ticket. Waiting in a call queue can be frustrating. Why not check out our extensive Knowledgebase before placing that call to Support. Review videos on how to set up your ACD or Auto Attendant. Have questions on how to set up call forwarding rules, change your time-out rules, or update your picture in the dashboard? The Knowledgebase is a wealth of information. Check it out for yourself.
PanTerra prides itself on how satisfied its customers are with both its support and products. We focus on problem resolution rather than "finger pointing" or "excuses". Our sole commitment is to get you back to 100% operational in the shortest period possible.
If a problem occurs, PanTerra support is available 24/7/365 days to assist in the identification and resolution. Even if the problem is not in our own service, PanTerra support will work with you and/or your reseller to figure out where the problem is and make recommendations on how to resolve the problem.
Our US-based support is available via text messaging, email and phone and will follow up with you to make sure the problem remains fixed.
Having utilized PanTerra's unified communications service for the past couple of years, we have grown very fond of its capabilities and the benefits our employees enjoy including, improved accessibility, increased responsiveness and greater mobility. We also love the flexibility the system offers and the ease with which our VOIP telephony system can be managed and administered. Specifically the WorldSmart instant messaging and presence applications have made intra-company communication much more effective,... and the myriad of easy to use communication features and functionality are always appreciated. PanTerra has also been very good about addressing any of our needs in a timely manner and we especially like their 24/7 phone AND their chat based support which enables us to work on our tools after hours.
PanTerra runs their business in an old school way while offering a state of the art unified communications solution. There are very few companies around anymore where one can actually talk directly with a knowledgeable person when you need assistance. PanTerra takes this one step further and provides access to their executives on ideas and suggestions. PanTerra provides me the confidence I need as my communications provider because of their innovative communications solution and superior support. Great people, excellent product and fair pricing; what more can I ask for?
MDK Motorsports needed a communications platform that could be easily deployed in a variety of locations and applications. With multiple retail stores, a research and development facility and an international racing operation, we needed a solution that was flexible and cost effective and PanTerra Networks has delivered on the promise. The "icing on the cake" has been the fanatical service and support of a very dedicated and knowledgeable team of support professionals. Thanks PanTerra Networks!
Hey Guys, I just wanted to let you guys know that your technician, Robbie, in tech support has been helping me program one of our new customer’s pbx and he is fantastic. He has helped me with every question I’ve had and has gone above and beyond in assisting me.
Cathy and Steve... on a scale of 1 to 10 (10 being high) you are tipping the scale way over 15! Your support is so very nice to use, it makes issues seem to melt away... Thank you again for the great work.
I would like to compliment Tier3 in support. They were able to identify and resolve the problems in very short order. Their professionalism and knowledge were completely responsible for resolving the customer issues. They stayed with me until we were able to completely get the customer's system up and running.
The support folks have been really great. I’ve been in telecom for over 30 years and I am impressed with the support from PanTerra's Channel Managers, Support and all others I have come in contact with.
I am extremely happy that I chose WorldSmart.
The easiest way to describe "WorldSmart" is easy to use, reliable and good and quality customer support.... All the Best...
Very helpful, knowledgeable, and courteous. Thank you for opportunity to respond with this survey.
Those folks you have in support are World Class :) They always have been and I've been dealing with them for 3 years now.
Easy access and provide quick resolution.
Keep doing the great job you are currently doing.
Just keep doing what you're doing, I couldn't be happier.
Your great service continues!
I was testing the response time of the IM. Very fast and complete!