24/7 Expert Support

Our engineers work behind-the-scenes to keep your cloud performing at the highest levels. This ensures that nothing distracts you from growing your business.

But should the need arise, our support philosophy is simple: we’re here when you need us. And we respond to you, fast.

Here’s what you get with Matrix Communications’ support:

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99.999% Financially Backed SLA

Matrix Communications believes in giving our customers the best service possible. So we provide your business with a financially backed 99.999% (five nines) uptime service level agreement for all our services.

A 99.999% uptime SLA means that you should expect less than six minutes of downtime over the course of a year—and, if we should fail to deliver, we’ll compensate you for it.

Our competitors—including Office 365—only offer a 99.9% uptime guarantee. That’s just three nines. And while that difference may not seem significant, the difference actually amounts to downtime of over 8 hours.

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How would your business suffer if you couldn’t communicate with your customers or coworkers for a whole day? Or even half a day? With Matrix Communications’ five-nines uptime guarantee, you won’t have to find out.

How Do We Guarantee Five Nines Availability?

We architect our cloud specifically for reliability, performance, and data protection.

Enterprise-Class Security

Our business is predicated on our ability to offer a more secure environment than our customers could deploy themselves on-premises.

Multi-Tenant Platform Security

Matrix Communications uses multiple redundant, enterprise-class firewall systems to prevent unwarranted intrusions.

Intrusion Protection Systems

Matrix Communications runs multiple intrusion protection systems (IPS) (both host and network) to detect and deter malicious network traffic and computer usage.

Physical Security

Our datacenters are closely monitored and guarded 24/7/365 with sophisticated pan/tilt closed-circuit TVs. Secure access is strictly enforced. Security guards are stationed at the entrance to each site.

Employee Security

Every Matrix Communications employee undergoes a rigorous background check. Employee access to passwords, encryption keys and electronic credentials is strictly controlled. Access to servers is restricted to authorized engineers and monitored regularly.

Redundant Internet Service Providers

Each datacenter is serviced by multiple Tier-1 Internet providers to mitigate the potential impact of a Denial of Service (DoS) attack.

Authentication and Access

Matrix Communications’ stringent policies and procedures authenticate a caller’s identify during support and service calls. Our online control panel gives you full control over access to services and administrative functions.

Dedicated Security Staff and Monitoring

Matrix Communications employs dedicated, full-time security staff who are certified in all disciplines of information security.

Privacy

Matrix Communications is registered and certified with the US Department of Commerce for privacy under the Safe Harbor program.

SOC 2 Certification

Matrix Communications has a SOC 2 audit report from an independent auditor who has validated that, in their opinion, our controls and processes were effective in assuring security during the evaluation period.

PCI Compliance

Our payment processing system has passed the strict testing procedures necessary to be compliant with the PCI Data Security Standards (PCI DSS).

Cloud Concierge™ Onboarding

The hardest part about moving your IT into the cloud is retaining the value that’s invested in your current system

Most cloud providers force you into a DIY migration path or “recommend” hiring a migration consultant. But Matrix Communications is different.

Our Cloud Concierge™ experts implement a custom migration plan to move your existing users and data into the cloud with minimal interruption to your business—at no extra cost. We migrate an average of 15,000 mailboxes and over 5,000 phone numbers to Matrix Communications each month, so you know you’re in good hands. Our Cloud Concierge onboarding experts are certified by Microsoft and Cisco, along with other product-specific certifications like SSVVP/SSCA and Sonic Wall. And they routinely complete training courses to increase their knowledge and skills.

Hosted Exchange

Our Cloud Concierge experts will work with you to:

→ Design an email migration plan that fits your schedule to reduce disruption

→ Set up your email accounts

→ Migrate your existing data

→ Shift your employees over to the new email service seamlessly and without loss of data

Email Archiving

For migrating existing data, you have a number of options:

→ Currently a Matrix Communications Exchange customer? We’ll port your current mailbox states into Matrix Communications’ Email Archiving at no cost.

→ Currently using Matrix Communications Message Mirror? We’ll migrate and ingest your full data set at no cost.

→ Currently using another archiving solution? We’ll migrate and ingest your full data set for you.

Hosted PBX

Our Cloud Concierge experts will work with you to:

→ Test your network to make sure it can properly support high-quality calls

→ Work with you and your service providers to optimize your network, if needed

→ Set up your Hosted PBX service

→ Port over your existing phone numbers

→ Ship your new phones

→ Provide training for using your auto-attendant, creating and managing users and call lists, deploying Callscape, and leveraging other mobility features

ShareSync Backup and File Sharing

Want to sync a file server up to ShareSync? Just use our ShareSync for Windows File Server sync tool to:

→ Install the tool on your file server

→ Decide whether to sync all or a subset of the files to the cloud, or

→ Migrate all the files to ShareSync in case you no longer require the server

Matrix Communications Office Apps

Enabling Office apps for your users is easy. Simply provision your users for Office apps in HostPilot and then instruct them to log in to My Services and install the apps. Our Knowledge Base provides all the details, including installation and login instructions for your users.

Matrix Communications AppID

Our Knowledge Base provides all the information you need to quickly enable AppID for your users. We provide an Admin guide that shows you how to provision users and add custom apps to the service. And give you an end user guide for your users that shows them how to add apps to their portal and use AppID to access those apps.

Powerful Control Panel

Every Matrix Communications service is managed through our powerful HostPilot™ control panel.
HostPilot integrates control over your Matrix Communications user accounts, services and devices across your locations. It essentially functions as a “business cloud platform”—making your cloud simple to manage while still offering granular control that matches an on-premises environment. And now you can enable advanced two-factor authentication for an extra layer of security when logging into the control panel.

Control Over User Accounts

→ Add, delete or modify user accounts for web applications

→ Change user settings, distribution lists, company contacts, disk space and much more

→ Set up multiple levels of administrators

→ View detailed exportable reports of your account activity, down to individual transactions

→ Empower users to self-administrate (see below)

→ Sync with your on-premises Active Directory (via our UserPilot service)

Control Over Devices

→ Manage a wide range of mobile devices

→ Set security and management policies for virtually all your mobile devices, including passcode enforcement, data encryption, etc.

→ Perform remote wipes on lost or stolen devices

→ Restrict devices from accessing Matrix Communications services

→ See all enabled devices across your organization

My Services: Our User Control Panel

The My Services portal lets each Matrix Communications user perform simple administrative activities. This includes changing passwords, requesting new services, or downloading desktop applications. My Services helps eliminate many of the routine requests that distract admins on a daily basis.

Control Over Services

→ Easily add other Matrix Communications services (such as ShareSync file sync and share or Skype for Business)

→ Accept or reject user service requests

→ Review logs of all changes for transparency

HostPilot Mobile App

Our HostPilot mobile app lets you control your Matrix Communications cloud using your iPhone, iPad or Android device. It’s free and available in Google Play or the Apple App Store.

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