Overview

8x5 Support (Business Hours Support) 24x7 Support (All-day Support) 12x5 Support (Extended Business Hours Support) On-Demand Support VIP Support Initial Costs: During the early stages, costs will include training, software, tools, and basic infrastructure. Prices can be set based on a comprehensive service package or customized pricing. Post-Optimization Costs: After the system is optimized, operational costs will decrease due to automation, fewer incidents, and improved efficiency. Therefore, costs will be adjusted lower in subsequent phases. Optimized Pricing: Offer discounted pricing for long-term customers, with extended services or reduced costs for continuous support packages. Additional services such as 24/7 support or contingency maintenance can be included in the optimized service packages. Call Support: Receiving the call Analyzing and diagnosing issue Providing Client guidance Escalation Resolving issue Assessing customer satisfaction Email Support: Receiving Email Categorizing issue Analyzing Responding Providing Solution Escalation Follow-up Documenting Support Closing the Ticket Feedback request Remote Support Receiving support Request Initiating remote session Diagnosing issue Troubleshooting Escalation Testing & Confirming Ending the remote session Documenting support Follow-up Feedback request Onsite Support: Receiving support request Preparing for visit Arriving onsite Diagnosing issue Troubleshooting Escalation Testing Documenting Support Closing the Ticket Feedback License Management: Oversee and manage software licenses, ensuring compliance with licensing agreements and managing license renewals for operating systems (OS), applications, and other software solutions. License Renewal: Handle timely renewal of software licenses, ensuring uninterrupted access to licensed software and services. License Compliance: Monitor and ensure that all software used by the client is properly licensed, minimizing the risk of non-compliance. Software Version Control: Manage and track software versions, ensuring the latest updates and patches are installed to maintain security and functionality. Hardware Issue Resolution: Act as the main point of contact between clients and hardware vendors for troubleshooting and resolving hardware-related issues. Hardware Device Management: Oversee and manage hardware devices, ensuring they are operating efficiently and maintaining optimal performance. Warranty Management: Handle warranty renewals, including sending back faulty devices for warranty repair/replacement, and ensure continued support for hardware devices. Spare Part Services: Depending on the service package, provide spare devices during the warranty period or while faulty devices are being repaired. Product Lifecycle Management: Monitor the full lifecycle of hardware products, from procurement to decommissioning, ensuring timely upgrades and replacements as needed.