Managed VoIP Support & Maintenance

Features & Capabilities

• Dedicated Local Account Manager: A named East Tennessee person who knows your business and answers when you call — not a ticket queue.
• Proactive 24/7 System Monitoring: Automated monitoring of your phone system catches issues and resolves them before you notice a problem.
• Firmware & Software Updates: ATS Voice manages all phone firmware updates and platform upgrades — zero work required from your team.
• QoS Monitoring: Continuous monitoring of latency, jitter, and packet loss with proactive alerts before call quality degrades.
• On-Site Field Support: Certified field technicians available throughout East Tennessee — Knoxville, Maryville, Oak Ridge, Johnson City.
• Network Assessment: Free pre-installation assessment of your network to confirm VoIP readiness and optimal call quality configuration.
• Device Provisioning: ATS Voice configures and provisions all IP phones, conference systems, and adapters — remotely in most cases.
• Number Porting Management: End-to-end management of your number port — ATS Voice handles all paperwork, coordination, and timing.
• Remote Technical Support: Rapid remote diagnosis and resolution for any phone system issue — average response under 10 minutes.
• Staff Training & Onboarding: Admin training and end-user training for your whole team so everyone is productive from day one.

Why ATS Voice

• Under 10-minute average response time during business hours
• After-hours emergency coverage for complete system outages
• No per-incident fees, no charges for on-site visits in coverage area
• ATS Voice has achieved zero reported downtime during number port cutovers in 23 years
• National VoIP providers average 20–45 minute hold times — ATS Voice routes to East Tennessee team directly

Frequently Asked Questions

Is support included with my ATS Voice product?

Yes — every ATS Voice product includes baseline support: access to our Knoxville-based team during business hours (Monday through Friday, 8 AM to 6 PM ET), standard ticket handling, and access to the online help portal. The Enhanced Support & Maintenance add-on goes significantly further. It adds a dedicated named account manager who already knows your system and your business, proactive 24/7 automated monitoring so problems are caught before you notice them, on-site field technician visits throughout East Tennessee, and priority response times averaging under 10 minutes. For businesses where phone uptime is directly tied to revenue — service companies, medical offices, law firms — the enhanced tier eliminates the risk and wait time of standard reactive support.

What is a dedicated account manager?

A dedicated account manager is a named ATS Voice employee assigned specifically to your account — not a general support queue you call into hoping to reach someone familiar with your setup. Your account manager learns your call flows, your hardware, your user roster, and your business priorities during onboarding. When you call with a question or an issue, that person answers directly, already knowing your context. There is no re-explaining your setup from scratch, no ticket number to reference, and no transfer chain. Over 23 years serving 650+ businesses across East Tennessee, ATS Voice has found that a single consistent point of contact resolves issues faster and prevents recurring problems that slip through queue-based support systems.

What does proactive monitoring include?

24/7 automated monitoring runs continuously across your phone system infrastructure, measuring the metrics that determine real-world call quality: network latency, jitter, packet loss, SIP trunk registration status, gateway health, and system uptime. When any metric crosses a threshold that indicates degraded performance or impending failure, our monitoring platform alerts the ATS Voice technical team immediately — before your employees or customers experience a problem. In most cases, issues are identified and resolved remotely without the customer ever knowing an event occurred. For the East Tennessee businesses we serve, this means call quality stays consistent during business hours, and the "why are calls dropping?" conversation with your staff never has to happen.

Do you provide on-site support?

Yes. ATS Voice employs certified field technicians based in East Tennessee who are available for on-site visits throughout the region and surrounding areas, including Knoxville, Oak Ridge, Maryville, Morristown, and Johnson City. On-site services include new system installations, hardware provisioning and configuration, structured cabling assessments, LAN/WAN network evaluations for VoIP readiness, physical device replacements, and hands-on troubleshooting for issues that cannot be resolved remotely. Because our technicians are local — not contracted from a national dispatch service — scheduling is faster, travel time is shorter, and the person who arrives has direct access to your account history and prior service notes.

How fast is your response time?

For Enhanced Support & Maintenance customers, average first response time during business hours is under 10 minutes — meaning a real technical person acknowledges your issue and begins working it within 10 minutes of your contact, not just an automated ticket confirmation. Standard business hours are Monday through Friday, 8 AM to 6 PM Eastern. After-hours emergency coverage is included for critical outages that cannot wait until morning, such as complete system failures or trunk outages affecting an entire office location. For context, national VoIP providers typically post average hold times of 20 to 45 minutes with after-hours issues routed to overseas support staff — ATS Voice routes every call to the same East Tennessee team.

Do you handle phone number porting?

Yes — ATS Voice manages the entire number porting process from start to finish, including submitting the Letter of Agency (LOA) to the losing carrier, coordinating the Firm Order Commitment (FOC) date, configuring the numbers in your system before the port completes, and performing live call testing the day of cutover. Most local number ports complete within 5 to 10 business days; toll-free ports typically take 3 to 7 days. We schedule ports during off-peak hours when possible and maintain your existing numbers in parallel until the port is confirmed successful. In 23 years and 650+ business deployments, our porting process has achieved zero customer-reported downtime during cutover.

What training do you provide?

ATS Voice provides role-specific training for two audiences. Administrator training covers the SkySwitch portal — building and modifying call flows, managing user accounts, configuring auto-attendants and ring groups, pulling reports, and setting up call recording rules. End-user training covers the daily essentials: placing and transferring calls, setting up and retrieving voicemail, using the ConnectUC desktop and mobile apps, and accessing the web portal for personal settings. Training is available on-site at your East Tennessee location or via live remote video session, whichever fits your team's schedule. Refresher training is always available when you add new staff or significantly change your call flow configuration — no additional charge for existing Enhanced Support customers.

Is there additional cost for this add-on?

Enhanced Support & Maintenance is a monthly add-on billed alongside your existing ATS Voice product subscription. Pricing is based on the number of users on your account and the complexity of your configuration — a 5-seat Cloud Phone System account is priced differently than a 50-seat Contact Center deployment with multiple locations. There are no per-incident fees, no charges for on-site visits within the covered service area, and no separate billing for training sessions or number porting management. Because ATS Voice is your direct local provider rather than a reseller or national carrier, there are no middle-layer coordination fees. Contact our Knoxville office for a specific quote based on your current system.