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Support Worldwide human-based support excellence, framed by next generation SLAs, improving customer experiences round-the-clock. Key benefits • Proven expertise of cleverti’s Centres of Excellence in the debug, troubleshoot and follow-up of support requests, as well as in application development, management and quality assurance • Access to highly qualified resources as needed • Focus on the company’s core business • Positive balance between cost reduction and quality of the results • Full adoption of the specified SLAs, assuring an adequate response to the customer’s specific needs • Focused response to the increased complexity of support requests • Improved customer satisfaction • Enhanced corporate image • Wider control of management issues • Support request’s monitoring and quality control to assure compliance with the SLAs and assess improvement mechanisms • Fluency in key western languages Offering top quality support either to internal resources, customers, agents and/or partners is a critical success factor for all the companies that are required to have this line of service available. And while companies grow and streamline their business processes and models, the support services gain additional relevancy.
Second-line support • Problem diagnosis • Issue setup • Product configuration • Problem resolution • Patch management • Workarounds • Escalation & rejection • Patch distribution
Third-line support • Expert level troubleshooting • Solution research and development • Patch development |
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