Maintenance, Support, and Development Services
– Smart Support –
SLA Model
Customer Service Management
We provide ongoing service management and support services to our clients’ finance and business units in accordance with mutually agreed response times and priorities, or in accordance with an SLA model.
– Basic customer support – 3-step support process – Change management – Incident management
Basic customer support includes troubleshooting for the app and user support during business hours.
3-step support process:
1 - phase
- Incident Logging and Classification
- Ensuring immediate action
- Processing a service request
2 - phase
- Analysis of Complex Disturbances
- Processing of a Request for Change
3-phase
- Production and product support for the most complex issues
- Managing Complex Change Requests
- Problem Management