Once a service request is directed to our Customer Care team, they are logged in according to the call priority as decided by our customers.

We’ve described the different stages in the website maintenance process in depth here:

Placing a Service Request
Service Requests are directed to, and will be logged by our technical support team. These requests are placed preferably by e-mail and can also be placed through telephone.

Once the Service Request is sent to us, a member of the Website Maintenance and technical support team will:

Acknowledge the Service Request
Log the problem including the call priority.
Note the time and date the problem was received
Identify the most effective solution OR pass the Service Request to the appropriate specialist technical support.
Report to the customer about a brief summary of the solution to the problem and time required to resolve the problem.
Monitor the Service Request until it is resolved

Call priority definitions
We have defined the following types of call priority and respective resolution times for each priority call.

Priority
Customer impact
Resolution Time
1 Loss or unavailability of service and/or information; Software unusable. 8 hours
2 Some losses of functionality, but the major parts of the Software are still usable. 24 hours
3 Normal operation of the Software is unaffected. Cosmetic. 5 days

Service Request Prioritization
You can indicate the Service Request Priority while placing a request, indicating the level of impact on the application and on users as appropriate. Else, while receiving the request, the support team would assign a call a priority. Call priority can be negotiated.

Costing
Depending on the proposed support requirement, the customer would need to project a fixed number of hours that would be used every month.

Based on this projection, we would suggest a monthly fee for support and maintenance. If there are hours that are not used up in a particular month, those hours can be used for Enhancements on the web site.

Get a quote! If what you read matches your requirement, then contact us and share your ideas.