Technical support

Personnel

Our technical-support specialists are present when software solutions for customers are created, tested and deployed in the production ("live") environment. At the moment when the customer begins to routinely use the software solution, our technicians already thoroughly know the solution. Furthermore, they always possess experience from a number of similar projects and are thus able to quickly respond to unexpected problems.

Technical-support specialists in our company must be able to:

  • quickly comprehend the problem reported by the customer;
  • determine the seriousness of the problem without undue delay;
  • assemble employees of all specialisations in one team to effectively eliminate the defect;
  • flexibly and comprehensibly communicate with the customer regarding the status of the solution;
  • consistently keep records of all reports and the solution status;
  • if necessary, carry out an effective intervention at the customer's place of business (in cooperation with the customer).

Processes

Technical support always proceeds in accordance with the valid service level agreement (SLA). If it is in the interest of operative resolution of a problem and is not in conflict with the SLA, no additional formalities are required from our side.

If the customer reports a defect or a perceived defect, common means of communication are usually employed: telephone, e-mail. Technical support then responds with a confirmation of acceptance of the report for resolution and continually keeps the customer informed of the course of resolving the given problem. 

Customers who are interested in doing so may submit reports via theerror monitoring system, which enables them to monitor the planning of repairs or changes, including the inclusion thereof in releases.

Of course, we do not expect to receive only reports from the customer: within the 24/7 technical-support mode, we operate a system for monitoring the availability of applications. Our technical support team reports any potential unavailability of the given application and then initiates activities aimed at removing defects, even if (as is generally the case) the cause of such unavailability lies beyond the application itself.

"Best practices"

  • We maintain a detailed knowledge base containing information on implemented projects so that we are immediately aware of the configuration of the given customer's application.
  • We always analyse all documentation pertaining to the report so that we do not miss any circumstance of which the customer may be unaware.
  • We strive to achieve such a resolution which not only eliminates the particular problem, but which will also lead to prevention of similar problems in future.
  • We never lose sight of the fact that, regardless of the reason for the technical difficulty, it is primarily the customer who is experiencing an unpleasant situation and it is imperative that we provide assistance in the shortest possible period of time.

Tools

We use an internal system for monitoring tasks and the status of their execution. Besides our technical-support specialists, the developers and personnel who tested the system are involved in this system. No report escapes our attention.

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Windows Azure, Windows Server 2008