Support service for maintaining products – Cloud service for maintaining business
High-quality support services for DIGI/TERAOKA products and cutting-edge cloud services. DIGI/TERAOKA not only provides innovative products, we support our customer’s business with services for those products.
- *Service conditions vary according to country and region. The service conditions described here apply to the Japanese market only. Please consult your local representative for details on your area.
TERAOKA call centers in Japan are available 24 hours a day, 365 days a year
“The Power of TERAOKA to Protect” – TERAOKA’s call centers provide high-level security to satisfy and inspire our customers. Based on a hands-on philosophy, our services help create an environment where our customers can use TERAOKA products more securely.
- Four locations across the country
- Toll-free telephone access 24 hours a day, 365 days a year
- Operators have at least seven years of experience in the field
- Remote maintenance and breakdown monitoring
- Exclusive help desk
- Service network of over 600 people at 140 TERAOKA SEIKO Group locations across the country
TERAOKA Secure Support System
TERAOKA is working to maximize customer satisfaction and maintain high levels of customer security through improvements to our support system, building on a base of reliable technology while exploring new paradigms for service.
Direct interaction with staff having more than seven years of experience in the field
TERAOKA call centers use a common toll-free telephone number for the entire country.
The call centers are staffed by veterans with more than seven years of experience in the field, who provide reliable, easy-to-understand support for our customers.
Over 700 field engineers at more than 150 locations across the country
The call centers track the locations and activity schedules of all field engineers across the country, and dispatch engineers to customer locations with maximum efficiency.
A remote monitoring system to supervise system operations around the clock
Customer terminals are monitored 24 hours a day from our call centers. Should a malfunction occur, an alert is generated at a call center, often before the customer even notices. An operator will confirm the nature of the malfunction and take corrective action remotely. This contributes to greatly reducing downtime for customers.
After-hours support late at night and in the early morning
The call centers can be reached at any time, even outside TERAOKA’s ordinary business hours. Customers can be confident that they can call at any hour, even late at night or early in the morning.
Deliveries via fast and reliable DSD (direct store delivery) method
Detailed customer specifications for hardware products, software, and data are created at the DSD center, and products are delivered directly to the specified locations at the specified times.
Working toward paperless visit reports
To help lessen the burden on the environment, the TERAOKA SEIKO Group has created a paperless reporting system for customer visits. We have established a convenient website where information pertaining to service-personnel visit schedules, visit histories and work details can be easily accessed from computers, mobile phones, and smartphones.
We provide total support, from network construction to day-to-day help-desk support, in order to fully respond to our customer’s needs.
Remote Monitoring Service Pack
We monitor our customer’s terminals 24 hours a day, 365 days a year.
Call centers detect malfunctions and quickly handle them remotely before the customer notices.
This contributes to greatly reducing customer downtime.
After-Hours Support Pack
The call centers can be reached 24 hours a day, 365 days a year, even outside TERAOKA’s ordinary business hours. Veteran technicians can respond by telephone at any hour of the day or night. After-hours on-site service contracts are available.
T@Net Network Service
We can help our customers with all of their network construction tasks, from installing line equipment to establishing internet-provider contracts. TERAOKA can respond to any questions relating to operations and malfunctions, including construction of network environments and operation management associated with the introduction of system equipment.
T-GATE Multi-function Server
T-GATE is a multi-function server that includes a wide range of functions as standard features, such as VPN routing, remote monitoring of customer terminals, and FTP server capability. The server can also be used as a mobile router. T-GATE provides functionality that covers everything from design of optimal network solutions to construction, operation, and management of networks, all in a single device.
This is a cloud-based virus countermeasure service that integrates all the security functions needed by a business into a single service.
Multi-vendor Support Service
TERAOKA can also assist customers with equipment that is not made by us. TERAOKA provides the following seven support services.
- Electrical and LAN setup
- Broadband line setup
- Quality assurance
- Introduction and training
- Help desk
- Maintenance and repair.