Our Service Desk provides several levels of support for users. Many companies wish to outsource this function in order to improve services, save costs and focus on core business activities. ECLINSO has the infrastructure and trained personnel to provide an exceptional level of service with scalable contracts that suit our clients' requirements.
Support is provided in English and in other major languages.
It is the Service Desk's aim to solve the user's problems as fast as possible in order to keep our clients as productive as possible.
Level 1
Request is defined as "End User Support". This will be the user who work with the Application Suite provided within this Service.
Application access problems:
- User lockout
- Password issues
- Application problems, due to software issues
- etc.
Level 2
Application problems:
- Data management requests
- User management requests
- Application issues
- Performance issues
- Technical issues within the hosting environment
- Data exchange
- Data extraction
- Data upload
Service requests that cannot be handled by Level-1:
- Connectivity problems caused by the unavailability of the service
Level 3
Service requests that cannot be handled by Level-2:
- Application problems, due to bugs
- Software change requests
- Meta data definition errors
- Data exchange
- Data format
Case Tracking
All calls to the Service Desk are logged using a case registration and monitoring application. This ensures all queries or problems are handled in a timely and efficient manner. All Service Desk staff are highly trained professionals who have detailed knowledge of the specific applications and are apt to provide excellent support.
24/7 Global Support
ECLINSO's Service Desks is operating 24 hours a day, 7 days a week, to support our clients worldwide. Service contracts can be tailored to suit your business support needs. From your basic office hours coverage to full 24/7, we have the flexibility to meet your needs and budget.
Case Escalation
When a support request is out of the Service Desk level 1 scope, it is the case is escalated to the second level support. This is either provided by the client's own infrastructure personnel, or by ECLINSO second level support. The support request is actively monitored and followed up where necessary to ensure a successful and timely response and resolution. All support level use the same incident-tracking repository in order to ensure efficiency and full transparency.