| Support Process |
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| The support process is engineered for minimum turnaround time. Take a look at a typical scenario.
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Customer encounters a problem |
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Sends e-mail or calls Response Center |
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A tracking number is assigned to the customer |
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The software service engineer logs in remotely to troubleshoot and fix problem. This involves interaction with the customer's IT department and other vendors whose systems are integrated with our solutions. |
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If the problem pertains to the platform (Avaya, Intel, Intervoice, SpeechWorks, Microsoft) our service engineer escalates issue, seeking vendor assistance |
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Once the problem is resolved, we action the following:
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Customer is provided an update on the problem |
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Time taken for troubleshooting and resolving | |
| To ensure resolution of issues within specified timelines, an internal mechanism ensures that issues unresolved beyond 48 hours are escalated to the Senior Manager - Software Services. |
