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Commend Professional Services

Let our experts help, so your system is deployed quickly, efficiently, and most reliably

To better serve the unique needs of our partners, we have expanded and refined our Professional Service offerings. We now provide tiered levels of service to help you with the exact amount of support you need, at the right price. Designed with our customers in mind, these comprehensive, cost effective Professional Services provide a high level of technical support and ongoing value. Whether you are a new customer, starting a major project, or upgrading an existing installation, our team can support yours to maximize results and efficiency. Please let us know if you would like any further details or discuss how we can assist!

Download Fact Sheet

COMMEND SERVICE LEVEL AGREEMENTS (SLA)

  • CCT and configuration backup
  • Prioritized tech support
  • SMA upgrades included and remotely installed

More about SLA

Commend Software Maintenance Agreements (SMA)

  • Virtuosis, Studio, S3, S6
  • Keep system up to date with latest functionality
  • Stay current with latest security enhancements

More about SMA

Commend Programming Services (CPS) and Staging

  • On-demand support for un-certified technicians
  • System configuration services

More about CPS

Legacy Migration Program

  • Upgrade to the latest server technology
  • Add on to SMA

More about Migration

Commend Technical Training

  • E-Learning platform
  • Prescheduled training
  • On-demand training

More about Training

Commend Service Level Agreements (SLA)

The Commend Service Level Agreements (SLAs) have been designed to provide ongoing support to our dealers, keeping our customers’ systems up to date and responding to ongoing requirements. To better meet our customers’ project requirements, we offer varying levels of SLA. We offer SMA Upgrade Support which can be easily included in any project. Our Standard SLA expedites Technical Support response time and greatly expands Commend project involvement. We also offer premium Advanced SLA service which grants top-of-queue support year round.

SMA Upgrade Support Benefits

  • Advanced scheduling for remote assistance from Technical Support on annual software and firmware upgrades
  • CCT backups, Concerto backups, STUDIO backups held on secure servers
  • Commend will assist in migrating/transferring, all programming and licencing to the new server when the Hardware Service Package is purchased for the second 5-year server upgrade

Standard SLA Benefits

  • Technical Support within 2 hour response during business hours
  • Annual overall system performance evaluation
  • Remote assistance for full system review for proper maintenance and feature sets including STUDIO system health review
  • Project management services, including the following:
    • Sales Engineering coordination with installation team on product delivery schedule
    • Coordinate project status meetings, including start date, assisting initial install support, and monitoring Commend services (ex. CPS, review of installation requirements including network, devices and topology)
    • Final installation check and satisfaction of finalized deployment
    • 90 day follow up to confirm customer satisfaction with system operation
    • Coordinate with technicians planning to set up and configure the system

Advanced SLA Benefits

  • All Standard SLA benefits
  • 24 hour support, 365 days a year
  • Direct call-in number
  • Top of queue with 2 hour response time during business hours
  • 3 hour response time outside of regular business hours
  • Virtual quarterly performance evaluations:

    • System Health check

    • Technology Audit

    • Firmware and Software Audit

    • SMA license and software upgrade virtual support

Software Maintenance Agreement (SMA)

New features provide additional functionality for both end users and dealers maintaining projects. When up to date, you will have access to all new features as soon as they are released. This includes the latest security enhancements, keeping you up to date and current from a network security perspective. This means expansion of functionality with minimum cost impact.

SMAs are available in 1, 3, or 5 year increments, for VirtuoSIS and/or STUDIO. Below is a visual model of costs over time with an SMA compared with purchasing a single software upgrade each year.

Hardware Service Packages are only available at the 5 year tier. Commend will cover the physical S3 and S6 server and associated licenses for the length of the contract. Once the initial contract term expires and another 5-year contract is selected by the dealer, a new S3 or S6 server will be provided by Commend for the project.

Commend Programming Services (CPS) and Staging

Increase efficiency and reduce costs on your programing and configuration time while reducing risks in decision making during installation. Commend’s technical expertise is here to provide a fully programmed and staged system based on your customers’ requirements. Customers will receive a fully operating core system that is fully configured with staging that will have specifically labeled devices. Full backup of all CCT files are kept on our secure servers for future expansions and changes. Full configuration video with a full set of product manuals provided to the installer upon delivery. Commend’s CPS certification of functionality file provided.

CPS and Staging

  • Commend Intercom Server software configured via CCT to meet the customer’s required operation
  • Backup copy of original CCT file kept on our secure server
  • Complete video of CCT programming highlights
  • Symphony IMS and cloud device setup
  • Commend to set up, configure, and benchtest system, then pack and send to dealer for installation and final configuration

Technical Support

  • Commend technician available to support with system configuration in event where certified technician not available on site
  • Available in English and Spanish

Benefits

  • Peace of mind that system is configured to requirements, within budgeted timeline
  • Program files stored in Commend’s secure server, available for future revisions

Legacy Migration Program

Commend provides the benefits of a long term partnership with our customers by offering a supplementary program to the SMA that discounts upgrades to the latest server technology. Our intercom devices and servers are built to last, but we are also constantly improving. We now offer easy, cost-effective ways to upgrade your existing Commend solution to our newest and most powerful offerings.

Commend Technical Training

The Commend Academy provides dealers and end users with up to date and concise technical training on the whole Commend intercom and server range. With Commend’s new E-learning platform Polygon, an annual subscription allows technicians to get certified in CCT, IoIP and SIP programming via our interactive education platform. Technicians now have the ability to continuously update their knowledge along with our product improvements. Registration for Polygon is $700 per technician for a two year subscription, which can be renewed for an additional two years for $350.

Other training sessions held via webinar are scheduled throughout the year. The training schedule is available online. On demand and project-based trainings are also available by request. Please contact your Commend Regional Sales Manager for details.

For more details and to register, please visit our


Training Area

On Demand Training

If you want flexibility and to decide for yourself when, where and how you learn, then Training on Demand is exactly the right thing for you.

The acquisition of advanced technical skills requires specific education or training, often with a hands-on learning component and many advanced topical elements.

This form of learning is a method based on modules. Content from classic classroom training is taught in the original learning environments with manufacturer's documentation and exercise units in manufacturer-monitored quality.

  • Certified Commend Module Training
  • Dealer Specific Training

Project Specific Training

  • Certified Commend Training
  • System Configuration Training
  • End User Training

Additional Offerings

  • Advanced Training
  • Studio Training
  • PLC Training
  • Webinar Training
  • Cloud Training