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General Support Information

This general support page contains important information related to the use and support of Spok products.

General Support Documents

Spok Service Level Expectations and Support Operations Handbook for Spok Care Connect Suite

The Service Level Expectations and Support Operations Handbook for Spok Care Connect Suite provides important information about what is covered by a Spok maintenance plan, how to contact support, how to prioritize issues, what to expect from support based on priority, and a description of roles, responsibilities and system ownership as they relate to Spok solutions.

Spok Service Catalog

The Spok Service Catalog provides a list of common customer service requests and provides additional clarity as to whether it is covered by Spok maintenance, something that requires assistance by Spok professional services or something that is the responsibility of the Spok customer.  If you have a Service request that is not covered in this catalog, please open a case with Spok Support.

Professional Services Request Form

The Spok Professional Services Request form should be completed when engaging Spok Professional Services for assistance.

Spok Support Services Maintenance Programs

The Spok Support Services Maintenance Programs document provides a description of the different maintenance programs offered by Spok, along with the benefits of each.

Incident Prioritization Guidelines

The Incident Prioritization Guide provides specific examples of issues, their business impact and how they should be prioritized.

Spok Customer Reference Guide

The Spok Customer Reference Guide is a handy one-page document that can be printed to provide information on how to access the different areas of Spok.

Using the Spok Customer Portal

Spok Customer Portal Knowledge Quick Guide

The Spok Customer Portal Knowledge Quick Guide is a quick reference guide for how to use the Spok Customer Portal.

Spok Customer Portal User Guide

The Spok Customer Portal User Guide is a more detailed document that describes how to use and get the most from the Spok Customer Portal.

Remote Access Documentation

Spok Access

The Spok Access document provides detailed information regarding the options for providing Spok remote access to your Spok systems.

SecureLink Overview

The SecureLink Overview document provides details regarding Spok’s preferred method of System Access – SecureLink.