An international support service center available 24/7/365

Every effort is made to offer our Customers a very high level of service quality in order to best meet the requirements of their business.

WE ARE ALWAYS AVAILABLE

Your satisfaction is our goal.
We monitor the availability of your infrastructures and application services 24 hours a day and are committed to a quality approach.

BROAD EXPERTISE

An end-to-end mastery of our service in the fields of IT, telecoms, networks and multimedia. From the physical infrastructure to the control of application performance.

EXPRESS ACTIONS

Well beyond our contractual commitments, more than 90% of our clients' requests are completed in less than 4 hours.

Organisation générale

Within the framework of the management of requests and incidents, the assistance process is structured in 4 levels;

LEVEL 1 SUPPORT

Qualification of the problems encountered with the Client .

LEVEL 3 SUPPORT

Expertise infrastructure et logiciels, mises à jour et mises à niveau (évolution)

LEVEL 2 SUPPORT

Analysis, diagnosis and resolution of technical problems related to operating issues.

SERVICE AND QUALITY MANAGEMENT

Regular monitoring of services is essential to ensure and maintain the desired level of service, in particular to take account of changes made and to provide the necessary advice and adjustments.

The tools at your disposal

Within the framework of its activity, a technical support has to manage many requests (tickets, calls, emails ... ) from its customers.
In order to ensure that all requests and incidents are taken into account, our teams record them in the tools at your disposal. Once recorded, they must be processed/managed by the right teams (L1, L2 or L3). A good management of these "tickets" is essential in order to satisfy the users. A quick and easy way to create these tickets must therefore be made available to the service center.

A unique phone number

French or American

A Customer Portal

At your colours

A support email

support@xyz.com

Supervisor access

View and filter requests

Nous contater

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