FREQUENTLY ASKED QUESTIONS

Q: Will the service be a secure and stable environment for our company?
A: CCS's resides in a Tier 4 Data Center (NOC) with regular compliance audits.
  • Triple Server Redundancy
  • Multiple Tier 1 Carriers with dual entry redundant fiber
  • Secured Facility - Access, Internet, Firewalls
  • SOC1 (SSAE 16) Type II Audited
  • HIPPA Compliance
  • PCI DDS Compliance
Q: Will there be any experience difference in what I have now?
A: You will have the same experience in the cloud that you do on premise.
  • Same caller experience
  • Same application configurations
  • Same call routing
  • Same TCM Maintenance support including your 2 hours per month of free professional services
Q: Will there be any additional expenses over what we now incur?
A: In most cases over all expenses will decrease, but an evaluation will be conducted to assist you in your decision.

Q: What benefits will I experience over our current operation?
A: Although benefits will vary depending
  • 24x7 monitoring of systems and applications
  • Automatic 'wellness' calling to insure daily operations
  • No need for premise equipment to worry about
  • No Upgrade worries - Cloud Upgrades are automatic for operating systems, applications and equipment
  • Less labor in managing applications and IVR
  • TCM Cloud Team provides all your Help Desk services needs
Terms used in this document:
  • TCM - CI's Total Care Maintenance Services
  • CCS - CI's Cloud IVR Services
  • NOC - Network Operations Center
Q: What would be the downside of moving to the cloud?
A: May require PBX programming for setting SIP trunks / end points. The TCM Cloud Team will be available to assist any effort required to transition your company to the cloud.
  • 24x7 monitoring of systems and applications
  • Automatic 'wellness' calling to insure daily operations
  • No need for premise equipment to worry about
  • No Upgrade worries - Cloud Upgrades are automatic for operating systems, applications and equipment
  • Less labor in managing applications and IVR
  • TCM Cloud Team provides all your Help Desk services needs
Q: What do we do with IVR assets on hand when we move to the cloud?
A: Generally, equipment is repurposed elsewhere.
Other factors:
  • Applications are replicated to the cloud.
  • Media Server licenses (HMP, SIP, TDM) remain with premise system (should be backed up and retained).

Q: What actions will my team be responsible for during the move to the cloud?
A: CI's TCM team will work closely with your team to assure a smooth transition. CI will handle everything to do with the NOC, IVR, Applications setup and connectivity. Your team will insure the Virtual Private Network is set according to your security policy as well assisting in testing the applications once in the cloud.

Q: What level of support will we see after the move to the Cloud?
A: The same as your company is experiencing today with CI today plus the addition of 24 x 7 monitoring.

Q: What will my team be responsible for after the move?
A: On site staff will have less responsibilities due to the monitoring and support provided by TCM Services Team. On site staff would require less training moving forward because infrastructure responsibilities and monitoring are now serviced by TCM Services Team.
Computer Instruments, Inc.
P.O. Box 2472 Mission, KS 66201
Phone: (888) 451-0851
Fax: (913) 492-1483
www.instruments.com
info@instruments.com