Maintenance, Support, and Development Services
- Smart Support -
SLA MAlli
Customer service management
We provide continuous service management and support services to our customers' finance and business units in accordance with agreed response times and priorities or according to the SLA model.
- Basic customer support - 3-step support process - Change management - Incident management
Basic customer support includes application troubleshooting and user support during the service period.
A 3-step support process:
1 - phase
- Incident recording and classification
- Ensuring immediate action
- Processing a service request
2 - phase
- Analysis of complex disturbances
- Processing a request for change
3 - phase
- Production and product support in the most complex cases of disruption
- Managing complex change requests
- Problem management