{"id":5,"date":"2020-03-24T19:19:10","date_gmt":"2020-03-24T18:19:10","guid":{"rendered":"http:\/\/www.hoteline.tel\/mesmerize\/"},"modified":"2020-03-25T18:41:35","modified_gmt":"2020-03-25T17:41:35","slug":"mesmerize","status":"publish","type":"page","link":"https:\/\/www.hoteline.tel\/en\/","title":{"rendered":"Accueil"},"content":{"rendered":"
<\/i>
WE ARE ALWAYS AVAILABLE<\/h5>

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.<\/p><\/div> <\/div>

<\/i>
BROAD EXPERTISE<\/h5>

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.<\/p><\/div> <\/div>

<\/i>
EXPRESS ACTIONS<\/h5>

Well beyond our contractual commitments, more than 90% of our clients' requests are completed in less than 4 hours.<\/p><\/div> <\/div><\/div> <\/div><\/div>

Organisation g\u00e9n\u00e9rale<\/h2>

Within the framework of the management of requests and incidents, the assistance process is structured in 4 levels;<\/p><\/div> <\/div>

<\/i> <\/div>
LEVEL 1 SUPPORT<\/h5>

Qualification of the problems encountered with the Client .<\/p><\/div> <\/div><\/div> <\/div>

<\/i> <\/div>
LEVEL 3 SUPPORT<\/h5>

Expertise infrastructure et logiciels, mises \u00e0 jour et mises \u00e0 niveau (\u00e9volution)<\/p><\/div> <\/div><\/div> <\/div>

<\/i> <\/div>
LEVEL 2 SUPPORT<\/h5>

Analysis, diagnosis and resolution of technical problems related to operating issues.<\/p><\/div> <\/div><\/div> <\/div>

<\/i> <\/div>
SERVICE AND QUALITY MANAGEMENT<\/h5>

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.<\/p><\/div> <\/div><\/div> <\/div><\/div> <\/div><\/div>

The tools at your disposal<\/h2>

Within the framework of its activity, a technical support has to manage many requests (tickets, calls, emails ... ) from its customers. \n
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.<\/p><\/div> <\/div>

A unique phone number<\/h5>

French or American<\/p><\/div>

A Customer Portal<\/h5>

At your colours<\/p><\/div>

A support email<\/h5>

support@xyz.com<\/p><\/div>

Supervisor access<\/h5>

View and filter requests<\/p><\/div> <\/div><\/div>

<\/div><\/div> <\/div><\/div>

Nous contater<\/h2> <\/div> <\/div>
\n

<\/p>

    <\/ul><\/div>\n
    \n
    \n\n\n\n\n\n\n<\/div>\n