The products and services offered in the information and communications technologies (ICT) market can be extremely complex. As large enterprises make the decision to purchase one of the solutions, top on the list of their consideration is the technical assistance the company selling the product offers. Without a great support system in place, the organization making the purchase will face an extended period of learning and implementing the solution as well as difficulty in getting a prompt response in the event of a problem. Patton (News - Alert) Electronics, a company recognized globally for its customer service, has announced it has opened a technical assistance Center (TAC) in Australia to address its client base in the region.

Patton manufactures SmartNode VoIP solutions, CopperLink Ethernet Extenders, and BODI rS high availability fixed and mobile Internet routers. It specializes in interconnecting legacy TDM and serial systems with new-generation IP-based voice, data, and multi-media technologies; solutions that demand quality support in order to ensure long-term customer retention.

The new TAC will be in Melbourne Australia, which will have the company’s live-person technical support services during business hours covering the majority of the Australasian region, including the South Pacific, Southeast Asia and New Zealand.

The Company has presence in close to 150 countries providing customer support in at least 10 languages serving the Americas, Europe, Middle East, Africa and Asia with centers in Gaithersburg, Berne, Budapest, Lebanon and the new Melbourne facility.

Globally recognized for the superior customer service it offers, Patton provides a lifetime support service to any of its installed products as long as it remains in service at no additional charge, including free downloadable software upgrades. To ensure the best support is offered to its customers, it uses engineers to solve any problems they might encounter; as the company says, “Even if the problem is caused by another vendor's device.”

The gold-standard support is offered for free, but it also provides Patton’s platinum-level Premium Support and platinum-plus Premium 24/7 Support. The high tier services are needed for companies that promise high availability for their customers and therefore need guaranteed response and resolution times.

“World-class technical support has always been a hallmark of the Patton value proposition,” said Martin Svozil, Patton’s Vice President of International Development. “Customer service is a key element of Patton’s global expansion strategy. The new Melbourne support center brings Patton's stellar support services close to our partners and customers in Australia and the South Pacific.”