EVEN THE BEST IT SYSTEM NEEDS SUPPORT

Most often, failures are caused not by software bugs in the code but by infrastructure breakdowns or integration issues. In such cases, even after eliminating the root cause of the failure itself, one still has to deal with its consequences.

Cloud platforms such as Microsoft 365 or Azure are extremely stable. They are supported by Microsoft's large Team of Specialists. At the same time, these platforms offer a vast range of functionality that is continuously expanding and improving. Therefore, a dedicated Unit of Specialists is needed to stay constantly up to date with new features and select exactly those functions that will be most beneficial for a particular Business.

Ensuring maximum efficiency in using the software, as well as minimizing the risks of Company downtime in the event of failures and errors, is the main task of our Technical Support Service (Customer Support).

ADVANTAGES OF OUR TECHNICAL SUPPORT SERVICE

• The Service is built on the principle of a three-tier response model.

  • All requests received without an assigned priority are reviewed and analyzed by the Service Specialists within one business day. In critical situations, we guarantee a response within 1.5 hours.
  • If necessary, second-line Technical Specialists, certified Microsoft 365/Azure Consultants, or Microsoft Support Specialists under our contract are involved in troubleshooting failures.
  • For resolving non-standard scenarios, we involve Developers with relevant industry expertise.
• Your projects are protected from recurring errors.

  • We record all requests in a single database and assign them a unique number. This allows us to track the most frequent failures and issues in the system so that we can further improve it and make it more reliable, convenient, and productive.
• You can always track the process of resolving your issue.

  • The progress of issue resolution is fully controlled by a first-line Technical Support Specialist: each request is assigned a priority, status, response time, and a Person responsible for handling it.

OUR SERVICES

The work of our Technical Support Service is focused both on eliminating critical problems and on resolving current issues that arise during the use and administration of the supported software.

We provide:

• Consultations on software usage.
• Audit, preventive diagnostics.
• Recommendations on settings or customizations.
• Implementation of settings or customizations.
• Training sessions.
• Recommendations for further development.