The Vox Orion principle is to take full responsibility for the entire project and, in line with this, we do our own scoping, installations and after sales service. Vox Orion sales and/or technical staff will conduct GSM/ IP bandwidth analyses on every site to ensure that the traffic can be accommodated on the network and consult with clients if additional infrastructure is required in order to carry the traffic expected from the site.

Technical
Vox Orion prides itself on its technical expertise and innovation. We are regarded as leading innovators in the industry and take full responsibility for our technology and systems, from concept and throughout the lifetime of the installation.

Our Service Desk sets us apart from all other industry players. With the objective towards protecting our client's investment, the service desk analyses traffic volumes and usage patterns to provide optimum installation, ensuring clients are maximising savings at all times.

Should we at any stage detect an operational discrepancy, the client is automatically notified (normally before he is even aware of a problem) and a technician is immediately sent out to address the issue.

Technical support is provided by our call centre 24 hours a day, seven days a week, 365 days of the year.

In addition to this, dedicated Service Analysts are responsible for the daily analysis and management of site specific reports.

Dedicated specialised product managers are responsible for managing their respective products and ensuring that uniform standards are maintained across all regions.

The Vox Orion NOC operates 24 hours a day, 365 days a year, to ensure the reliability and availability of voice and fax communications services delivered to customers across the Vox Orion network. Vox Orion operates a countrywide VoIP network enabling the delivery to customers of optimized least cost routing services.

The services provided by the NOC include:

• Monitoring of critical network components to detect failures and degraded performance
• Identifying problem areas and coordinating corrective action before services are affected
• Coordinating professional and timeous resolution of network issues
• Providing effective problem management
• Providing high quality gateway configuration services
• Managing network changes and moves to minimise disruption to customer service
  

Sales
Dedicated Account Managers are employed in each office throughout the regions to pro-actively monitor each installation. Traffic patterns, usage and non-usage are analysed daily and any discrepancies are immediately identified and steps taken to rectify the situation, as an underperforming router can lead to a loss of savings. Customers can choose to receive various reports via email and these are also available on the Customer Zone on the Vox Orion website as live data.

R&D
Vox Orion prides itself on superior product quality and exceptional Research and Development to ensure smooth installations and operations over the product lifetime.

Through dedicated in-house research and development we customise feature-rich solutions that save thousands of rands and make real sense for companies in South Africa.

Vox Orion has preferred supply agreements with a number of IT companies and PABX suppliers in order to provide the market with the best total solution and resulting in significant benefits for our clients, including:

• Evaluation of the site prior to installation at no cost
• All programming on the PABX performed at no cost
• Ongoing line maintenance related to the least cost routing on the PABX

Service Level Agreement

The Vox Orion Service Level Agreement (SLA) is our guarantee of service excellence and continuous commitment to our customers.

The Vox Orion SLA clearly identifies and defines our customer's needs and provides a framework for their peace of mind in terms of our performance relating to service, installations, support and account development.