Support

Some recorder companies have their production technicians take service calls. After hours it can be an answering service that you get to talk to. That’s not how it works with Stancil Solutions. We have a real 24x7 call center dedicated to service.  Click here for our services brochure.

We keep statistics on just how fast we answer the phone and how thoroughly we take care of your request. You need to be responsive 24 hours every day and so do we. We simply won’t let you down.

Our Stancil Digital Voice Logging Recorder System Technicians can be reached at 800-290-4103 any time of the day or night.

And, notes about your call aren’t put on some “sticky note” on a monitor. Everything is documented in our advanced call tracking system, SupportTrac.

SupportTrac is the most advanced trouble call tracking and escalation system. It was originally designed by our CIO some ten years ago and is constantly being upgraded with the latest technology and with what we have learned about maintaining recording systems.

SupportTrac trouble tickets are opened with each call and a tracking number is assigned. Then the site history is checked for any relevant issues or details. All open tickets are monitored by our Director of Technical Services and weekly status reports are given to the CEO. Any unusual or persistent issues are escalated for appropriate action and engineering feedback.

Once a problem or question is resolved the ticket is moved to a pending status where it is periodically reviewed to insure complete closure.

Questions or troubles simply never “fall through the cracks” or are ignored. Our CEO is adamant that even the smallest question or comment must be fully resolved to the customer’s utmost satisfaction. That’s because we are “Working Together as One”.

For additional technical support, click this link.