WE ARE ALWAYS AVAILABLE
Your satisfaction is our goal.
We monitor the availability of your infrastructures and application services 24 hours a day and are committed to a quality approach.
BROAD EXPERTISE
An end-to-end mastery of our service in the fields of IT, telecoms, networks and multimedia. From the physical infrastructure to the control of application performance.
EXPRESS ACTIONS
Well beyond our contractual commitments, more than 90% of our clients' requests are completed in less than 4 hours.
Organisation générale
Within the framework of the management of requests and incidents, the assistance process is structured in 4 levels;
LEVEL 1 SUPPORT
Qualification of the problems encountered with the Client .
LEVEL 3 SUPPORT
Expertise infrastructure et logiciels, mises à jour et mises à niveau (évolution)
LEVEL 2 SUPPORT
Analysis, diagnosis and resolution of technical problems related to operating issues.
SERVICE AND QUALITY MANAGEMENT
Regular monitoring of services is essential to ensure and maintain the desired level of service, in particular to take account of changes made and to provide the necessary advice and adjustments.
The tools at your disposal
Within the framework of its activity, a technical support has to manage many requests (tickets, calls, emails ... ) from its customers.
In order to ensure that all requests and incidents are taken into account, our teams record them in the tools at your disposal. Once recorded, they must be processed/managed by the right teams (L1, L2 or L3). A good management of these "tickets" is essential in order to satisfy the users. A quick and easy way to create these tickets must therefore be made available to the service center.
A unique phone number
French or American
A Customer Portal
At your colours
A support email
support@xyz.com
Supervisor access
View and filter requests
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