Support

Remote Support for End Users

There are many factors that can justify the outsourcing of support activities for users (helpdesk). One of them is the growing complexity of information system applications. While it is easy to support more common applications such as e-mail or Office applications, the majority of companies simply do not have the skills needed to offer an adequate support service for all the applications used by an organization. If a company does not have its own team with the necessary skills and knowledge for helping the users with the organization’s software, then support outsourcing becomes a highly feasible option.

Remote support for end users gives them the freedom to focus on what is really important for their business, while at the same time offering users a specialized and high level support service. Our personnel, our processes and our technology provide the information needed for identifying trends and anticipating possible training needs, reducing response time for your users and, finally, helping your IT team to ensure your reputation as a provider of high quality services for your organization.

Our technology, together with our automated processes, will result in a significant rise in the satisfaction level of your users. We use approved processes and procedures that were developed in order to serve all aspects of the support operation. The result of this strategy is quality and efficiency in incident solving.

Acting as a single contact point for all your needs in relation to SoftExpert systems, the support outsourcing offers a wide range of solutions for maintaining your SoftExpert applications with the best possible performance while helping to reach your business goals.

The remote support service for end users follows the guidelines set down in an SLA (Service Level Agreement) contract, guaranteed by a highly qualified technical team. We work together with each customer to define the most appropriate service levels for each case. Support requests (phone calls, e-mails and chat) are revised and randomly monitored by a support coordinator to ensure conformity with the SLA requirements and to seek ways of increasing the quality of the services offered.

1. What do you do when the professional responsible for the support of one or more SoftExpert products goes on vacation?
2. What do you do when the professional responsible for the support of one or more SoftExpert products is transferred to another team or leaves the company?
3. What do you do when the professional responsible for the support of one or more SoftExpert products is spending too much time helping and supporting new users of SoftExpert products, thus compromising the core activity?

Modalities

In order to satisfy the needs of customers in the right measure, SoftExpert offers this service in the following modalities:

Customer Benefits

One of the critical factors for many organizations is the use of high quality support services and a competitive cost for supporting its personnel in operations on a daily basis. In many cases, the management processes, personnel, infrastructure or capital are insufficient to provide adequate support services. Consequently, the offer of quality technical support can quickly become a headache for budgets and a nightmare for businesses. The remote support service for SoftExpert end users offers the best conditions for:

• Reducing operating costs.
• Maintaining a high degree of user satisfaction.
• Improving the quality of services offered.
• Improving the image of the IT department as a service provider or the organization.
• Having access to the skills needed to quickly solve incidents.
• Increasing the availability of applications for users.
• Improving response time, solving time and productivity.
• Improving the quality of incident documentation, requests and problems.
• Enabling pro-active decisions to be made based on statistics and trends.

Main Activities

• Provide top level remote support for end users and managers.

Main Deliverables

• Remote support service in real time.
• Single contact point for all your needs in relation to SoftExpert applications.
• Recording and accompaniment of incidents online via internet.

Remote System Administration

In today’s environment of downsized budgets, overextended employees and high training costs, it makes good business sense to have extra options for managing your SoftExpert solutions. Without an adequately trained staff, production capabilities are diminished, administration practices suffer, projects are put on hold, and system management becomes reactive instead of proactive.

Recognizing the need to avoid these issues, SoftExpert Support Services has developed a complete program that is simpler, more cost effective, and offers greater consistency than most in-house alternatives. Your SoftExpert applications will be cared for by the people who know them best: SoftExpert specialists.

Whether you lack an in-house system administrator, have a system administrator without SoftExpert skills, or simply find that there are too many tasks for too few staff members, SoftExpert Remote System Administration (RSA) provides an efficient solution. With SoftExpert remote service, there is no need to add staff to perform SoftExpert system administration, and your current system administrator is free to focus on development, programming, and capacity planning issues. Also, the risk of compromising your system’s reliability during employee turnover may be dramatically reduced.

With SoftExpert’s RSA Services, our experts administer your SoftExpert solution remotely during normal business hours to ensure maximum production support of your most business-critical processes. A well maintained contact center software solution will allow the sys­tem to operate more efficiently and be more cost effective over time. Most internal support problems require extensive phone calls, and in many instances, travel to identify and remedy the problem. By using SoftExpert’s RSA, technology can be maintained off-site by application experts, reducing operation costs and freeing up staff for other responsibilities.

SoftExpert’s RSA provides easier application updates, system security, system monitoring, continuous administration and more to lower your overall total cost of ownership. Expert administrators will control your software from a secure SoftExpert location so the system is running at the best possible rate. Also, RSA will act as a liaison be­tween SoftExpert Customer Support and your contact center to open support tickets when needed.

Some features of SoftExpert RSA Services include:

• Continuous system administration
• System inspections and monitoring
• Remote updates and patches (3th and 4th digit)
• Support administration
• System(s) configured to a known state
• Proactive system monitoring and reporting
• Access to highly trained RSA system consultants

Maximize System Availability with Proactive Problem Detection

SoftExpert has developed a remote diagnostics package that enables us to monitor your system functions and proactively address problems as they arise.
The application monitors your machines to detect conditions that suggest potential problems.

We can monitor a single system or group of systems for environmental conditions, potential software or hardware failures, performance metrics, availability of systems, and software and hardware configuration changes.

Potential problems can be solved or prevented remotely according to the need—sometimes before our customers are even aware of the problem.

Categories

Aiming to serve clients in the right measure of their needs, SoftExpert offers RSA (Remote System Administration) in the Infinity categories. With a small addition to SLA contract, the customer can enjoy all the benefits of remote system administration service, with no deductible or hours time limit.

Customer Benefits

• Lower cost for skilled resources.
• Smooth implementation, thorough monitoring, and accurate system administration procedures performed to the highest standards in the industry.
• Support of an extensive network of SoftExpert resources that can identify and resolve unforeseen issues.
• Less downtime and loss of production functionality.
• The elimination of the need to hire and train staff, or make accommodations for sick time and vacations.
• Enhanced performance and availability.
• Streamline administration: simplify management of your IT environment.
• More agility to get information, logs and others that are necessaries to resolve incidents related to SoftExpert Product.

Main Activities

• Permanent IT environment monitoring and support (check CPU load, memory usage, disk space, etc.).
• Installation of corrective patches for critical issues or related to specific support tickets.
• Validation of specific ticket resolutions.
• Installation of OS and SGBD service packs (when required and only if the server and/or database is used exclusively by SoftExpert applications).