Fenestrae’s support team works hard to ensure your experience with our Faxination products is seamless and efficient. Today, we’re taking a closer look at the day-to-day responsibilities of the Fenestrae support team, the exceptional services we provide, and the innovative improvements introduced in 2024 and early 2025 to enhance the overall customer experience.

A Day in the Life of the Fenestrae Support Team

Supporting a technology as versatile and complex as Faxination requires a multifaceted approach. Here’s a glimpse into the daily operations of the support team:

• Handling Customer Cases: Support promptly responds to new and existing customer cases, emails, and calls, ensuring issues are addressed with care and precision. 
• Collaboration with Sales: Assisting the sales team in tailoring solutions for customers, from design and implementation recommendations to seamless onboarding processes.
• Diagnostics and QA: Gathering details, diagnosing, and reproducing customer issues before submitting them to QA drives our commitment to continuous improvement. 
• Support Portal Management: Maintaining and updating the customer support portal and FAQs to ensure every customer has quick, reliable access to resources and knowledge.

What Sets Fenestrae Support Apart?

A Comprehensive, Long-Term Support Approach 

Fenestrae provides long-term support tailored to customer environments. This proactive relationship ensures faster resolutions, higher quality outcomes, and smoother future upgrades. 

End-to-End Customer Assistance 

From pre-sales consultations to installation, configuration, and post-installation training, Fenestrae’s support team is with customers every step of the way. 

Integrated Testing for Customer Service Success 

Our support team rigorously tests new releases and hotfixes for customers, ensuring each update is smooth and reliable. 

Seamless Incident Resolution with 1st–3rd Level Support 

Fenestrae’s support team takes full ownership of incidents and ensures seamless handovers between support tiers. 

Deep Technical Expertise Across Multiple Domains 

Supporting Fenestrae’s Faxination solution requires comprehensive technical knowledge. Fortunately, our team’s expertise spans Active Directory, SQL, DNS, Windows Servers, firewalls, telecommunication environments, and networking security to resolve more complex customer challenges. 

Customer Service Excellence in Action

Over the last year, the Fenestrae support team brought about various customer support-oriented initiatives, including: 

Upgrades to Faxination 2024: Helping customers achieve a smooth transition from older Faxination versions to the latest release. 

Proof-of-Concept Environments: Providing prospective cloud customers with proof-of-concept environments to evaluate the potential of the Faxination solution. 

Migrating Cloud Services: Providing migration assistance to customers migrating from the EU cloud to the US cloud for enhanced telephony support. 

Remote Installations: Supporting remote, on-premise installations to integrate Faxination into customer environments. 

Security Collaboration: Partnering with security teams to identify risks and implement robust measures to minimize vulnerabilities. 

Enhancements in 2024 and Early 2025

Innovation and continuous improvement are integral to Fenestrae’s support services. Our most recent updates include:

Post-Incident Surveys: Launched in 2024 to gather customer feedback and continuously refine our service quality. 

Faxination Management Portal Updates: Significant updates for both on-premise and cloud customers, streamlining functionality and ease of use. 

Improved TLS Security: Enhanced security measures to give customers greater peace of mind while using Faxination. 

Expanded Telephony Options: Additional telephony options introduced for EU-facing cloud solutions to meet diverse customer requirements. 

Improved Reporting: Updated reporting features to deliver greater transparency and usability for customers managing their Faxination environments. 

Partnering for Your Success 

Fenestrae’s support team are your technical partners, helping to guide your business towards an efficient business communications environment. We work tirelessly to ensure you get the most out of your Faxination solutions, whether you’re a new customer integrating Faxination for the first time or a long-term user exploring advanced upgrades.

As always, Faxination customers are encouraged to reach out to the Fenestrae support team for unparalleled faxing assistance.