Support
A clock on the response, and an engineer on the phone
Support is where most vendor relationships are actually decided. Ours is in-house, staffed by the people who wrote the software, and it carries a written response time you can hold us to.
Plans
Two levels of cover, both with names attached
For 24/7 operations
Gold
Channels that cannot go dark, and operations that run outside office hours.
- Availability365 days a year, 24 hours a day
- Response timeAnswer within 8 hours, working to resolve as soon as possible
- ChannelsPhone, email or chat
- PortalCustomer support portal included
- On siteAvailable under budget
- UpdatesFree updates for the life of the subscription
For office-hours operations
Silver
Production and post environments where an overnight fault can wait until morning.
- AvailabilityMonday to Friday, working days, 09:00–13:30 and 14:30–18:00 CEST
- Response timeAnswer within 1 working day
- ChannelsPhone, email or chat
- PortalCustomer support portal included
- On siteQuoted per intervention
- UpdatesFree updates for the life of the subscription
Why it works
No first-line triage, because there is no first line
The person who answers can fix it
Our support engineers work on the product. There is no script, no ticket routing between departments, no waiting for the second-line callback.
Worldwide, from one team
One in-house team covers customers across Europe, Asia and the Americas — so the answer is consistent regardless of which time zone raised the ticket.
Monitoring before the phone call
Shepherd multi-unit monitoring and per-channel watchdogs mean many faults are seen and escalated before anyone notices them on air.
Get help now
Existing customer with a live issue?
Use the support address or the phone number — not the general enquiry form. Both are monitored according to your plan.
- Emailsupport@teclasystem.com
- Phone+39 0733 906414
- PortalAccess details are issued with your support subscription.
Not on a plan yet? Let's size one.
The right level depends on what an hour of downtime costs you. Tell us that and the rest is arithmetic.