We support our customers, integrators and distributors with a service desk that functions as a Single Point of Contact for all user questions and request for support.
Through an accurate Incident Management every request is logged and the customer receives a unique ticket. The goal is to restore the service level as soon as possible while minimising the adverse impact for the business. Our customers get proactive regular updates on the status of their request. Customers have access to our web based helpdesk tool.
Thanks to a Configuration Management our helpdesk possesses all the necessary information about every configuration item that is installed or used by the customers. This speeds up the resolution times in case of incidents.
Through an accurate Problem Management we can identify the root cause of problems. We don’t hesitate to update our customers with the known errors with identification of workarounds and planning. We proactively implement resolutions that prevent incidents from affecting the live service.
To meet inevitable and continuous evolution of needs, new features are regularly added and platforms modified to increase levels of performance, security, etc… We have a clear Change Management policy that guarantees successful implementation of changes.
Our Release Management ensures that only tested, accepted and documented applications are implemented in our hosted data centres or at our customer’s site.
