Support & Escalation Methodology

The client services department for website maintenance is staffed between 9:00 am and 6:00 pm Monday-Saturday (defined as business hours), responses can only be provided during this time.

The Support will be available through helpdesk or email. It is mandatory to use registered email address to submit a support request via helpdesk or email.

ESDS has created and delivered over the year’s consistent high- speed and high-value support response to its customers. This highly successful support process has help to gain industry accolades.

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Objectives of Support Management

The process of consistent and dependable support to client’s needs as mentioned in the contract is based on effective Service Level Agreement (SLA’s) which are built on best practices in the industry. To track client’s support calls and expeditious resolution as per SLA’s to generate MIS reports on support calls for client & ESDS. Based on these reports, address training needs, if any, in a conclusive manner to generate escalations across both organizations where SLA’s are not met

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Incident management and support strategy for issues

Incidents can be formally communicated through email and phone regardless of the mode of communication.

If the case is logged via email then the Ticket will be generated and automatically sent to the Customer.

OR

If call is logged using Phone, ESDS support Team will log the incident in the Helpdesk portal.

CRM team will respond to the incident by calling the user directly to get the detailed problem and trying to resolve the issue over phone, if not then assign an Engineer to resolve the call.

Incidents are classified based on severity to ensure that the response is appropriate to the severity of the issue. A detailed definition for each of these severity levels, together with the proposed acknowledgment time and action required, is listed below

Logging Calls with online Helpdesk

  1. An Industry standard online Helpdesk monitored by ESDS support personnel as an when required.
  2. Client can log a call by contacting ESDS Support department through phone or email.
  3. ESDS Support team will then check the problem and perform Level1 troubleshooting.
  4. Once the issue is resolved, user can confirm by responding to the associated ticket raised through online helpdesk.
  1. The Target response Time is the time interval that the resolver Group has to update the Customer who reported the issue on ticket status.
  2. The Target Resolution Time is the total time from ticket creation to resolution and restoration of service to the user. Service may be restored either by a workaround or by a permanent solution.

Escalation Matrix

This is a proposed escalation matrix, the final escalation matrix with the dedicated Account Manager and all the contact details will be shared at the time of execution.

Level 1:

Customer Support Desk Contact number/ Email Id / Raise a request: Details will be provided at the time of execution.

Level 2:

If the problem is not handled / replied within 8 hours please contact Contact Person: Customer Relations Manager Contact number/ Email Id / Raise a request: Details will be provided at the time of execution. Email ID: [email protected]

Level 3:

If the problem is not handled /replied within 12 hours please contact Contact Person: Senior Level Support Staff Contact number/ Email Id / Raise a request: Details will be provided at the time of execution.

Level 4:

If the problem is not handled /replied within 24 business hours please contact Contact Person: Senior Level Support Staff Contact number/ Email Id / Raise a request: Details will be provided at the time of execution.

 

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