Customer Support & Maintenance Service

Every step counts

 

Get our expert support and maintenance services to smoothly navigate through and to overcome your IT challenges. We ensure integrated and consistent support that you need to achieve greater productivity and effectiveness in your business. Starting from brainstorming, our support team is committed to help you throughout the entire project and its post-implementation care. No matter how complicated your problems are, our team takes ownership of every detail of your software issues, provides clear response times and assists the management of customer feedback and escalations. We have multiple levels of service schemes from ideation to implementation to post implementation support.

Our post-implementation maintenance services are categorized into three levels of support. We strictly follow our software and services delivery standards. For smooth and transparent communication with our clients, we employ our online CRM software and record each and every step that is initiated to resolve any issues or to provide any support.

How does our Support Service work?

Our 1st level support

Our 1st level support offers a full-package of post-deployment professional assistance. Whenever a case is uploaded in our Case Manager, our support team responds within 60 minutes of receiving the 1st level support requirements. We resolve any 1st level client issues within 2 working days.

Our 2nd Level Support

Our 2nd level support offers the opportunity of new feature requirements, analysis, upgrades and major version releases. Our analysts undertake the placed requests within 2 working days. With our team, customers benefit from harmonized and superior level of support requirement analysis to installation to sign-off.

Our 3rd Level Support

Our 3rd level support covers bugs that results in disruption of a business process. We offer our immediate expert help and respond in no time promptly (needs to be specific) considering the severity of the problem occurred. Along with bugs, we also provide database support, enhancements and necessary training.

We focus on expanding and enhancing our support and maintenance service across all of our products that ensures a simplified and harmonized customer experience.