Business critical networks demand constant attention around the clock. When mission critical problems occur delays can be costly at best and catastrophic at worst. End users are starting to appreciate this and are demanding more and more support for the products that they purchase. Now, with these new support program you can offer your clients the benefit of 24 hours a day, 7 days a week technical support. And you don’t have to lose any sleep, because you know that reliable help is at hand every hour of every day.
Our support centre is there for your clients whenever they need it giving them service commitments that are unequalled in this industry. Run of the mill problems are dealt with quickly and efficiently via easy to use email or telephone contact. Critical issues receive immediate attention from our expert Support Technicians. Our escalation procedure ensures that our Support Technicians will escalate all unresolved calls to their Team Leader on a timely basis according to the priority level of the issue. If still no resolution can be identified, the call is further escalated to the Support Manager. In the unlikely event of no solution being identified by our own Support Team and we believe we are unable to find the solution through further analysis, the call will then be escalated externally to the product vendor. This whole process will be achieved within two (2) hours of receipt of the relevant information for mission critical priorities.
Customer satisfaction is our number one goal. No call will be closed without your client’s consent and agreement. On going satisfaction checks are instigated to ensure that our service always meets your client’s needs and develops and evolves with their requirements. They will be kept informed of progress at all stages and summary reports of all calls placed will be sent to them regularly or when requested. If we ever fail to meets our commitments they will be awarded service credits against their contract value.
The Level of Support:
9 x 5 support or 24 x 7 support - You Decide
9 x 5 Support
9 – 5pm Monday – Friday excluding India public holidays. This is available to End Customer Users via their reseller. SLA based. Telephone/email support. Price is 10% of RRP of the product, including renewals.
24 x 7 Support
24 hours a day, 7 days a week, including India public holidays. This is available to End Customer Users via Reseller. SLA based. Telephone/email support. Price on application.
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