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Customer Support

Global, Follow-the-Sun Technical Assistance Centers

Technical Support You Can Count On

BroadSoft provides world-class customer support service so you can spend more time focusing on new projects and less time maintaining your existing BroadSoft solution. Our Technical Assistance Centers protect your investment in BroadSoft solutions by providing services from experts for any type of technical issues.

Our Approach to Customer Service

A TL 9000 certified and TSIA member, we want our support to be the very best you experience.

No wonder that four out of five of our customers say we provide better support than ANY other vendor they work with.


  • No bureaucracy, just a direct line to get help fast.
  • No anonymous call centers, just real people who are happy to work with you.
  • No unqualified staff, just trained engineers with the power to find solutions to your problems.

Get Help From the People Who Made the Product

Our support engineers include many of the people who develop our products along with veterans from the telecommunications industry. In fact, we regularly move people between development and support teams.

This helps us constantly improve the quality of our products and the support that follows them, which means our customers are less likely to encounter a problem in the first place. After all, prevention is better than a cure.



  • Our support engineers know our products inside-out
  • Our developers understand our customers and how our products work in the real world

Our Global TAC Team Service Offerings

End-to-End Support

We support all BroadSoft customers and service all BroadSoft Business products and solutions. Our best practices include clear methodologies and step-by-step approaches including complete pre-configuration settings that give you everything you need to run specific key processes with minimal installation effort.

Perpetual Licensing

We provide perpetual licensing while under maintenance and support with many of our new features and services included at no additional cost. All new UC-One releases and BroadWorks features upgrades are provided throughout year 24x7.

Expert Upgrades

We upgrade your BroadWorks system once per year at no additional cost for our direct customers, even on weekends. One lab system upgrade is included under this program.

Certified Quality Management

We use a certified Quality Management System for BroadWorks with prioritized assistance based on your problem severity as defined by TL 9000 service level targets and your company’s support level agreements.

BroadSoft Security Information

BroadSoft is committed to providing all customers with the most robust security capabilities available. Learn more about security resources for BroadSoft products and services.

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