The staff who work on your support are dedicated to you and operate as your own staff. That means they become very familiar with your way of working, your support policies and the way your servers are set up.
- 8 Hours of work per day - 6 days a week
- Handling of both Support board as well as Live Chat by the same person / team depending on the traffic on both
- Support for unlimited customer issues per month
- 20 minutes first response guarantee with 1 hour’s resolution time
- 24x7 Server monitoring and administration - Proactive and Reactive
- Daily day end / shift end reports to your team
- Direct communication with your DC over phone or email for server issues, if needed
- Direct communication with you or your team over Instant Messenger
- Creation of knowledge repository (KB Articles)
- 24x7 Internal Escalation team
- Weekly / Fortnightly conferences with the project manager / operations head for performance analysis
- Monthly QA activities followed by training sessions/ certifications for maintaining the project health
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