Help Desk and Technical Support

Our initial response time varies by case severity: Critical (15-30 minutes), High (1-2 hours), Medium (4 hours), Low (24 hours). Resolution times depend on case complexity and required support level.

We offer multiple support channels: 24/7 self-service web portal, Email with automatic tracking, Direct phone line, Live chat with specialized technicians, and On-site support when required.

Tickets are prioritized based on several factors: Business impact, Number of affected users, Situation urgency, Established SLAs, and Dependencies with other critical systems.

24/7 support includes: Critical incident response, Continuous system monitoring, Security emergency response, Essential service recovery, and Escalation to specialized teams as needed.

For recurring issues we implement: Root cause analysis, Detailed problem documentation, Preventive action plan, Specific monitoring for prevention, and Periodic reviews.

For efficient support, include: Detailed problem description, Screenshots or recordings if possible, Exact error messages, Steps to reproduce the issue, Impact on your work.

Escalation follows a structured process: Level 1 for basic issues, Level 2 for specific technical issues, Level 3 for complex infrastructure problems, and External vendor escalation when necessary.

We generate detailed reports including: Response and resolution times, User satisfaction, Problem trend analysis, Service performance metrics, and Continuous improvement recommendations.

We implement multiple security layers: Data encryption in transit and at rest, Two-factor authentication, Role-based access, Regular security audits, and Compliance with international standards.

Yes, our training program includes: Initial orientation sessions, Video tutorials, Updated technical documentation, Periodic best practices workshops, and Personalized support for specific needs.