IT Synergy does not charge for the network or for the service; we charge for installation and support.

We do not simply support our VoIP gateways; we support the VoIP network and service; the difference is crucial. In many cases our support has extended beyond the simple matter of direct VoIP applications and has included support for network configuration and trouble shooting as pertains to the service.

The monthly cost associated with our VoIP network covers management and configuration of the network, and we complement this activity with remote monitoring.

The support framework is a good example of the difference between hiring a dedicated technology firm for a task versus procuring off-the-shelf products; the flexibility of support provision. While commercial proprietary VoIP providers offer installation guides and FAQ lists on their web page, we provide:

• Support through the VoIP system itself.
• Support through regular telephones.
• Support through e-mail.
• Support through online Instant Messaging (MSN).
• Support through the web resource center established for this initiative.

This support is active 24/7 and is attended by technical staff; it is not a scripted voice menu system. Our support technicians can take support calls in Arabic (primary language), English, French, Portuguese, Spanish, and Italian. When one day IT Synergy becomes a Fortune 500 company, we can only hope that we will still be able to offer this level of service.