“Professional corporate service, largely oriented towards problem solving, aimed at providing technical and informational assistance to the user, regarding the purchase and use of IT products and services.”
WHO
Dedicated Team
Our support team guarantees a dedicated and prompt support service in the event of a complaint.
WHAT
Support
Our in-house Support department will be at your disposal to solve IT difficulties.
HOW
Support Service
The support service is divided into two levels:
1° Level of support: provides for the availability of help desk operators to carry out the following activities:
- collection of notifications from key users, not yet filtered by any support service operator, neither internal to the customer, nor external (supplier).
- taking charge of and classifying the request
- execution of checks
- communication of: operating instructions to the user, explanation of any workarounds, possible escalation to 2nd level in the event of impossibility of resolution at 1st level, closure of the request and of the related ticket opened for tracking.
2° Level of support: provides for the availability of operators with advanced application skills. It can intervene:
- on Customer engagement, if 1st level is performed by Customer operators
- on engagement of the 1st level in case of escalation from 1st to 2nd level.
It typically intervenes after the anomaly report has been replicated and intervenes in the following areas, for example
- system configuration changes
- data analysis and processing
- communication to the 1st level of the solution or identification and validation of the workaround
Each intervention request will be assigned a ticket number, which will enable the activity to be traced throughout all its phases and will contain all the information necessary for its subsequent management.
At the customer's request, a report with statistics on managed support tickets may be provided periodically.
WHY
Workload reduction
Our service allows you to avoid system management tasks by reducing the workload of your employees. New functions and updates will be implemented and integrated faster..
...but that's not all: in addition to support services, we offer cloud computing services! You don't have to buy, install, upgrade or manage hardware, middleware or software, we will guarantee the highest standards of security and automatic vertical scalability according to level of use. A software service model using only the Internet as the distribution of computing resources, storage, databases and more.
