Support Maintenance Agreements
Structured agreements that define scope, response times, SLAs, and maintenance duration — so you know exactly what to expect and when.
Wilmac Services
Support
When problems or challenges arise, your organization needs reliable support to offer guidance and resolve technical issues. 24/7/365, our team is ready and available to make sure your systems keep running.
When technical issues or software updates arise, we're here to make sure you get the flexible and reliable support you deserve — from four support hubs across North America (Rochester, New York City, New Castle, and Toronto), with on-premise, cloud-based, and remote options.
How We Support You
Four support offerings for the systems that matter.
Whether you're on a modern cloud platform or holding a legacy system together, our support team meets you where you are.
Legacy Product Support
Extend the life of the systems you depend on. We keep legacy platforms running while you plan the migration on your own timeline.
Global Call Recording Service & Support
Dedicated support for the recording, compliance, and archive platforms that anchor your regulated operations — Wilmac and partner solutions alike.
Open a Ticket
Our service team is available 24/7. Open a ticket any time and a US-based engineer responds promptly.
What to Expect
Responsive. Knowledgeable. Empathetic.
Responsive
Our team is available 24/7/365. When a ticket comes in, it goes to a US-based engineer — not a queue, not a call center.
Knowledgeable
Decades of experience with the platforms our customers actually run — from legacy recorders to modern CCaaS — so your ticket lands with an engineer who has seen it before.
Empathetic
We know a support ticket usually shows up on your worst day. We treat every one like it's ours to solve.
Reach Out
Need something specific?
Every support engagement starts with a conversation. Reach out to our team and we'll route you to the right specialist for the platforms you run.
Support, When You Need It
Open a support ticket so we can
help solve your issue.
24/7/365 US-based support from an engineer who knows your platform — not a scripted call center.