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SkandSoft's SETU™ Support Services ENSURE that adequate and certified knowledge is imparted to the relevant people. The customer is further INSURED by stringent SLA's.
SETU™ Support Services cover:
Knowledge Transfer |
- A unique internal certification program for knowledge transfer which would impact use of warrantees etc.
- Formal agreement to ensure less than 'x' (mutually defined) calls per annum on account of solution bugs, connected to penalties
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Objective
To ensure COMPLETE knowledge transfer of the deployed solution |
Process
- This phase is driven by the acceptance that, unless the end-users are empowered with requisite knowledge, the ROI on the solutions deployed is difficult to realize.
- This is a comprehensive training and certification program which ensures that adequate knowledge is imparted and insures by way of internal certifications.
- The entire user community is broken down in to functional users, IT facilitators and the support personnel.
- Each segment of users is trained according to their requirements from the solution viz. end users on the various GUIs etc., IT facilitators from the infrastructure perspective and complete training to the internal support staff.
- Maximum stress is given on training the customer's internal solution support staff (functional & technical). This is to ensure maximum up-time of the solution.
- Formal agreements are signed where less than 'x' no. of calls; on account of bugs and other solution deficiencies; are mutually agreed on, keeping in mind the unique business requirements. The customer is insured by ways of penalties in case of the agreement being dishonored.
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| Support Partnership |
- Defined 24x7 access to support channels, with contingency plans to address worst case scenarios
- Identify time-based and region based priority support plans for partners, that are in sync with their business dynamics
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Objective
To put in place a practical & dependable support plan |
Process
- A dedicated, highly technical support program, SkandSoft Support provides
the specific services you require for maintaining continuous uptime for
your SETU™.
- Dedicated enterprise support consultants [ESC]
- Dedicated enterprise support consultants are responsible for your success. Your designated ESC combines hands-on SETU™ experience with a dedicated focus on your applications and your issues.
- Dedicated technical support team
- A dedicated enterprise support team supports enterprise customers only. Comprised of senior-level technical engineers, including your ESC, this dedicated group has immediate access to a comprehensive bank of knowledge.
- Priority case escalation
- Priority case escalation means your cases are SkandSoft's highest priority. By ensuring your issues are at the top of our list, your problems are resolved as quickly as possible.
- 24x7 business-critical support
- 24x7 business-critical support keeps your SETU™ up and running around the clock. As an Enterprise Support customer you don't need to purchase Mission Critical Support separately, your business critical issues route to an operating support center for immediate troubleshooting.
- Technical strategy sessions
- Technical strategy sessions bring SkandSoft's best practices to your company. Your ESC assists you in getting to the best designs faster so you can get your system implementation done seamlessly.
- Proactive case reviewing and reporting
- Proactive case reviewing and reporting gives you a consistent and unobstructed view of open and closed case histories. Your ESC will monitor and track trends in cases, alerting you to potential problem areas in your environment.
- Early access privileges for new products
- Early access privileges are provided only to Enterprise Support customers, giving you the right to participate in early access or beta programs for select products. Your ESC links you directly to the privileges of these programs and is your direct line for providing feedback into SkandSoft engineering and back-line support
- Onsite visits
- Onsite visits allow your ESC to provide you with more focused support by staying current on your business systems and strategies. As an Enterprise Support customer, you are welcome to schedule additional onsite technical visits on a time-and-materials basis to diagnose or troubleshoot any technical issues you may have.
- Product development calendar access
- Product development calendar access keeps you up-to-date on the technical advances that matter most to your company. Your ESC keeps you up-to-date with new SkandSoft products and releases and helps you decide how and when to use them.
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| Remote RFID Infrastructure Management |
- Monitoring and management of RFID grids & solutions
- SLA based recovery solutions
- Business continuity solutions
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Objective
To provide an optional service to the customers allowing them to focus on their core business |
Process
- We appreciate that the customer knows his business the best and hence we provide an option where the customer is given more time to focus on his core business.
- We provide "Monitoring and Management of RFID Grids and Solutions", locally or remotely, as desired by the customer.
- In local services, a team is deployed and maintained at the customer site to ensure that the RFID grid is functioning 24 x 7.
- This team is provided with requisite amount of spares to ensure that any anomaly is immediately addressed.
- The same service can be provided by remote management and a re-defined response time.
- Custom designed and SLA based recovery solutions are provided to cater to unique requirements. These solutions ensure that critical information is not lost in case of unforeseen circumstances.
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| Relationship Program |
- Look and work beyond revenue receipts and purchase orders
- Conduct quarterly studies on technology issues for partners
- Conduct customized research for partners
- Constantly advise partners on relevant technology issues
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