In the present day working environment business processes depend on IT system stability and reliability and do not allow any business downtime or production or service downtime. Thus it is required to facilitate prompt diagnostic and problem resolution methodology (as soon as possible) for network equipment and services to provide proper IT system operation. The Technical Support Department is the first to be contacted for troubleshooting. This Department takes efforts to detect the problem as soon as possible, to suggest its resolution and verify if the reported problem has eventually been resolved.
The reported incident is identified as a phenomenon (problem) that does not belong to standard business processes and results in substantially lower quality of company services. Any incident reported by our Customers is acknowledged by a Technical Support Employee, who distinguishes Customers’ problems from application and infrastructure problems, and in accordance with priorities, refers them to our specialists. The team jointly takes efforts to detect the problem to find its resolution as soon as possible, i.e. the problem will be referred to a corresponding engineer or higher support levels.
The incident can be resolved using one of the following methods or their combination:
Instant problem resolution over the telephone by a Technical Support Employee,
Problem referral to Colleagues or senior engineers,
Problem resolution by the Head of Technical Support Department.
Remote Technical Support
Provided the problem cannot be resolved over the telephone, it will be resolved online, over the remote Internet connection with the use of the following software: Remote Desktop, Remote Assistance, Team Viewer or VNC.
On-site Technical Support
Provided the problem cannot be resolved by our Technical support at our premises, our team comes to the
Customers’ premises to directly resolve the problem on-site as soon as possible.
If the problem cannot be resolved with the use of Help Desk support, an authorized person will come to the
Customers’ premises and directly intervene to solve the problem.
Technical Support at our Premises
It is most commonly used to install new computers or servers, reinstall operating systems, retrieve data or replace specific parts.
Subsequent to the problem resolution, the Head of Department (if stipulated in the agreement) verifies proper system operation.
The technical support request can be submitted in one of the following ways:
Online, by e-mail or telephone.
The major benefit from the lies in its specialists who carry out their regular, everyday activities. Our Center’s L1 Technical Support System comprises four support technicians with adequate technical competencies (MCP, MCDST, MCSA), whereas the L2 Technical Support System consists of five support engineers with adequate know-how (MCSA, MCSE, CCNA, VMware, VCP, Ologic Certified Professional and IBM Certified Specialist). If a technical problem cannot resolved by the L1 Support, the entire problem is immediately escalated to the higher level – the L2 team. If the problem cannot be resolved by our common resources, then we raise the level of incident towards our hardware and software providers (we use Microsoft Premium Support), and thus increase our competencies and provide our Customers with a better guarantee that the reported incident will be resolved.
Everyday problem analyzing procedure enhances the competencies of the entire team, and this method increases the number of incidents resolved during the first call to the L1 team. In the event of larger Customers’ problems, we use the so-called follow-up procedure carried out by telephone or e-mail to verify the Customers’ proper system operation. This method facilitates complete problem resolution and decreases the number of unresolved problems.
Our Customers with Technical Support Agreement can use the contact of our Technical Support Service 8x5 (eight hours per day during working days), 13x5 (thirteen hours per day during working days) or 24x7 (all day long every day – including weekends and holidays), and require interventions of our specialists during the response time as stipulated in the agreement. The service response time depends on the (Service Level Agreement), whereas the notification levels are in compliance with international standards (ITIL, MOF, MSF). Subsequent to its resolution, every problem will be verified with the Customers, and all observations and solutions entered in the CRM system to enable prompter elimination of a similar problem in the future.
Microsoft environment (server operating system and desktop computers)Internet connection