Support & Maintenance Services

We use enterprise support tools to guarantee the proper treatment of each service request. An ITSM (IT Service Management) software system tracks each support ticket. We apply business rules according to each client, support ticket type, severity and other criteria in other to identify the correct treatment and priority. Based on the prearranged SLA (Service Level Agreement), tickets are monitored to make sure that we always provide a timely and meaningful response. We allocate the ticket to the best qualified and available specialist with either a technology or operations background.

Process-oriented methodology that guarantees continuity, compliance and quality of service.
Contact center that centralizes communications with clients for speed and consistency.
Multiple SLA (Service Level Agreement) structures for incidents of different severities.
Remote diagnosis and incident identification, isolation, resolution and testing.
Onsite support services for tailored configuration changes and improvements.
Application-integrated support tools for easier management and status monitoring.
Online support tools with up to 99.99% availability for mission-critical incidents with fast response.
Specialist assignment based on skills that match client profile and service request type.
Help Desk for inquiries of main users, supervisors, executives and system administrators.
Periodic reports of used services with statistics and related information.
An economical all-inclusive support option is available with no surprises and provides peace of mind.
Centralized support with familiar and friendly voices.