Key support features

On-site, On The Phone & Online - Oak has it covered.

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Choose your perfect plan.

Support Features Bronze Silver Gold Platinum Platinum +
Support Centre Access Yes Yes Yes Yes Yes
Maintenance Update Yes Yes Yes Yes Yes
Software Assurance Yes Yes Yes Yes
Email Support Yes Yes Yes Yes
Remote Access Yes Yes Yes Yes
Health Server Standard Standard Advanced Advanced
Telephone Support Yes Yes Yes
Remote Training Session(s) Yes Yes Yes
Tariff Update Yes Yes
VCE Update Yes Yes
Remote Client Installation Yes Yes
Remote Re-Installation Yes Yes
Site Visit Yes Yes
24 Hour Assistance Yes
Dedicated Support Resource Yes
Next Day Onsite Support Yes

For additional information, or to purchase or renew your support plan, call Oak today on 0800 9889 625

Features Explained

Health Server

Application that monitors the current status of your system & will quickly notify you of important issues. Advanced adds automated support logging for faster resolution.

Software Assurance

Access brand new features added to your current software version.

Maintenance Update

Download the latest maintenance updates for your current software version.

Remote Client Installation

If you’re running Oak software on multiple computers you may need us to set up an example client installation. We assist by doing a remote client install for you.

24 Hour Support

Where your usage of our system is mission critical you may want to have access to support 24/7. We have dedicated engineers on emergency cover to assist.

Remote Training Session

If there’s a part of the software that you require additional training on we can log into your computer remotely and show you step by step how to use it.

Remote Access

To diagnose and solve queries quickly we use advanced software to securely connect to your computer to see at first-hand what is happening. Access to your computer is totally under your control so security of your data is never compromised.

Tariff Update

To calculate the cost of calls we use a tariff table that has been configured for your carriers. This may need updating from time to time as call costs change. We can customise & build the new table for you.

Remote Re-Installation

On occasion you may want to install the main Oak software on a new computer or server. We assist by doing a new remote install for you.

Site Visit

If your security policy does not allow remote access we can send one of our field engineers to site to resolve any queries or to help with any software updates or training issues.

Dedicated Support Resource

For our mission critical and complex installation type customers we offer a dedicated support resource which can be deployed immediately to deal with any site specific queries. In these situations we allocate our senior engineers to your project.

Next Day Onsite Support

For urgent on-site support we can get an engineer to you the very next business day.

VCE Update

Information about your telephone system and the format of call data is held within our Visual Communications Editor (VCE). If your system is updated the format of the data may change and an update to the VCE required. We review your data and make any necessary changes.

For feature information regarding contracts taken out before 01/12/2012, please call us on 0800 9889 625

Meet The Support Team

Zac
Manager

Karl
3rd Line

David
2nd Line

Leaton
2nd Line

Mike
1st Line

Nick
1st Line

Rob
1st Line

James
1st Line

Lee
1st Line

Evan
1st Line

“We provide fast, friendly & efficient support for our customers. We aim to resolve your queries as quickly as possible and even connect to your PC remotely to carry out required support work, saving you time and effort.”

The Support Centre

The Support Centre

Our new Support Centre is your one stop shop for all online support for Oak products. Familiar services such as the Knowledgebase and online help are joined by new services, including Support TV, where we offer a wide variety of HD tutorial videos. Check out the Support Centre

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Support TV

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Knowledgebase

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Downloads

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Help Manuals

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LogMeIn Rescue

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Helpdesk

Going The Extra Mile

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Contract Renewal

When it’s time to renew your support plan, there’s no need to stress, we’ll contact you. However, if you’d like to initiate your renewal right now, we have a simple online form so you can Renew Today

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Training Courses

We offer in depth training to all customers and resellers who request it. We have a range of courses designed to meet your needs, all of which take place at our HQ in Poole, Dorset. Book online today

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LogMeIn Rescue™

The on-demand remote support solution that provides temporary, permission-based access to remote PCs for fast, efficient incident resolution that's proven to yield higher customer satisfaction levels.

If you have any questions or would like to talk to Oak about your support requirements, GET IN TOUCH!