Aided by a high-quality infrastructure, we offer a structured and stable production support which includes Help Desk management process. This enable us to effectively capture, report, track and resolve the Issues spotted. This process supports a distributed environment wherein work responsibilities can be effectively divided between various groups depending on the request and/or problem levels. Each of these activities can be governed by standard service level agreements (SLAs).
Accurately calculates the SLA based on the specified operational hours and the various customer support plans. Enables to invariably set the resolution time for all the incoming requests. Escalates the cases or trouble tickets overriding the SLA to any of the four different organizational levels. Promptly notifies you to renew the contract on time with customer and much more.