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Support & FAQ

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What happens after we choose Sasola to supply our telephony?

After placing an order with Sasola you will be introduced to your team and also the wider company. Each customer is assigned an account manager for solutions, sales and regular discussions on the operation and benefit you have received from the telephony system you have purchased. You also have a training consultant and engineering specialist on the team for more business user, set-up or technical queries.

What Support can I expect from Sasola?

Sasola is here to support you – get in touch to explore support options or log an issue below.

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What is different about Sasola?

The difference is simple at Sasola, it’s the people and our ethics. This may sound like any other company blurb, but we pride ourselves in keeping a small company “can do it” attitude and “will meet your requirements” approach. All our customers are individuals, all have different needs, all have different priorities, and all wish their suppliers could be a partner in their vision. We at Sasola are interested in your vision and will help where we can along the road to fulfil it.

What is a Cloud Service and what are the advantages?

A cloud service is any resource that is provided over the Internet. The most common cloud service resources are Software as a Service. At Sasola we offer Workforce Management in the Cloud as one example. This can be delivered in many ways but essentially can save you costly set-up, hardware and support fees, as these are all taken care of for you in a single price. Below are some other advantages.

1

Flexibility

Cloud-based services are ideal for businesses with growing or fluctuating demands. If your needs increase it’s easy to scale up. Likewise, if you need to scale down again, the flexibility is baked into the service. This level of agility can give your business a real advantage.

2

Disaster recovery

Businesses of all sizes should be investing in robust disaster recovery, but for some businesses it can be very costly. We have found that small and medium sized businesses benefit from cloud-based backup and recovery solutions, saving time, avoiding large up-front investment and rolling up third-party expertise as part of the deal.

3

Automatic software updates

The beauty of cloud computing is that the servers are off-premise and out of sight. Sasola takes care of them for you and roll out regular software updates – including security updates – so you don’t have to worry about wasting time maintaining the system yourself. Leaving you free to focus on the things that matter, like growing your business.

4

Capital-expenditure Free

Cloud computing cuts out the high cost of hardware. You simply pay as you go and enjoy a subscription-based model that’s kind to your cash flow. Coupled with the ease of setup and management IT projects are much easier.

5

Increased collaboration

When your teams can access the system anytime, from anywhere, they’re able to do more together, and do it better. Cloud-based systems help them make updates in real time and gives them full visibility of their collaborations.

6

Work from anywhere

With cloud services, if you’ve got an internet connection you can be at work. This can also be integrate to mobile apps. The result? Your business can offer more flexible working for employees.

7

Competitiveness

Moving to the cloud gives access to enterprise-class technology. It also allows smaller businesses to act faster than big, established competitors as it levels out the playing field, without removing your small business flexibility.

8

Environmentally friendly

While the above points spell out the benefits of cloud computing for your business, moving to the cloud isn’t an entirely selfish act. When your cloud needs fluctuate, your server capacity scales up and down to fit. So you only use the energy you need and you don’t leave oversized carbon footprints. In this way we can all try our best to create sustainable solutions with minimal environmental impact.

FAQ

Q. What is IP telephony?

A. IP telephony encompasses the full suite of VoIP enabled services including the interconnection of phones for communications; related services such as billing and dialling plans; and basic features such as conferencing, transfer, forward, and hold. These services might previously have been provided by a PBX.

Q. What are Sasola’s Managed IT Services?

A. Sasola Managed Services help you save money by helping to reduce the total cost of ownership and management for your Telephony or WFO solution. We support you in controlling operating costs and reducing the workload of highly skilled IT staff. Our services are designed to help you maximise performance and simplify your approach to delivering unified communications, contact centre, data networking, video, and hosted solutions.

A number of Sasola Managed Services options are available to help you optimise service and support in your communications environment, allowing you to focus your internal resources on high-priority activities.

All of the Sasola managed services are delivered through a personalised web portal.
Service includes:
• Passive/proactive monitoring for telephony, call recording and workforce management
• Hands-on and automated management for administrative changes, releases, configurations, and capacity
• Knowledge to track and solve network incidents and problems
• Customisable, real-time and historical performance reporting of all service elements

Q. Is there a minimum number of handsets that I need to purchase?

A. No, you can pick the number of handsets that suites you and your business.

Q. Can I purchase more phone numbers as my business grows?

A. Yes, more numbers and phones can be added as and when needed.

Q. Do I need to buy my own desk phones?

A. All desk phones would be provided by Sasola as they come pre-configured to work with the system. For more information about the type of phone and anything else you need to know about the phones, please call and we will be happy to help.

Q. I have home workers, can they have a phone and how does it work?

A. Yes, home workers can also have a desk phone for them to take and use and it will work the same as if they are in the office with regards to making and receiving phone calls. All the remote worker will need is a broadband line that the phone can plugged into.

Q. Can I purchase work mobile phones for remote workers who don’t have an office/desk?

A. Yes, we can provide mobile phones for remote workers and they with some great features.

• Setting your mobile to have an office number as well as a mobile number
• We can set it so that regardless of if the mobile number is called or the desk number is called, they will both ring.
• We can even set it so that your desk phone number will show when making a call from your mobile.
• Seamlessly transfer calls from your mobile to your desk phone and vice versa.

Q. Can I keep my existing numbers?

A. As long as we have a porting number agreement with your current provider, then yes, we should be able to move your numbers over.

Q. Am I able to record my calls?

A. Record customer calls for compliance, customer service or audit purposes. This optional feature allows secure online access to file storage and retrieval of call details. You can set the Sasola Cloud Telephony Service to record some calls, all calls or record calls on demand.