The goal of every tech support and help desk group is to solve more problems in less time. HELP!Desk helps your team meet that goal. This provides customer satisfaction, to attain this the call flow is important and each call needs to be addressed, our problem resolving process involves Customer Service desk, Incident Management, Escalation and updates, Monitoring with set of SLA’s, Problem/issue Management and Case closure.
Customers can avail the best of our services through “Smart Care” service packs
OUR SLA
Incident levels
Smart Care Classification
SLA Target
Platinum 10 visits
Gold 5 visits
Silver 3 visits
Response Time
Resolution Time
Response Time
Resolution Time
Response Time
Resolution Time
Emergency
15
Minutes
5
Hours
1
Hour
5
Hours
2
Hours
Next Business day
>90%
Major
1
Hour
12
Hours
1
Hour
12
Hours
2
Hours
Next Business Day
>90%
Normal
4
Hours
Next Business Day
4
Hours
Next Business Day
4
Hours
2
Business Days
>90%
Normal non-service affecting
8
Hours
2
Business Days
8
Hours
2
Business Days
8
Hours
4
Business Days
>90%
Our Call Center escalation process:
EXTENDED WARRANTY (APR)
Terms and conditions
The warranty will be extended to the parts defined in
the BOQ.
Site audit will be done to check the material before
signing the extended warranty.
The new material received will be repaired or replaced
from Avaya.
Any customer negligence or mishandling of the
equipment won’t be covered under extended
warranty.
Items such as Headset Chords, RJ11, Patch cords are
excluded.
If customer not under service contract, material needs
to be delivered to Avaya Tech Support Center.
Final decision lies with Fujisoft with respect to the
faulty equipment.
This package includes only warranty replacement and
no service charges; all service charges will be at extra
cost.
SMARTCARE SILVER
Terms and conditions
For all new support renewals Site audit will be done.
Customer needs to arrange a PC for remote
connectivity.
Support does not include replacement of any
equipment.
The customer is responsible for maintaining the
equipment at premises.
No changes are carried on site without proper
documentation and customer approval.
If the number of visit exceeds the fixed visits, extra
visit charges will be implied.
For new card installation or new feature implementation
during support year, charges will be as per
as per the new BOQ details.
All software upgrades will be charged extra.
EPABX shifted to another site will be liable for
installation charges.
All support levels will be of One Year duration
SMARTCARE GOLD
Terms and conditions
For all new support renewals Site audit will be done.
Customer needs to arrange a PC for remote
connectivity.
Support does not include replacement of any
equipment.
The customer is responsible for maintaining the
equipment at premises.
No changes are carried on site without proper
documentation and customer approval.
If the number of visit exceeds the fixed visits, extra
visit charges will be implied.
For new card installation or new feature implementation
during support year, charges will be as per
as per the new BOQ details.
All software upgrades will be charged extra.
EPABX shifted to another site will be liable for
installation charges.
All support levels will be of One Year duration
SMARTCARE PLATINUM
Terms and conditions
For all new support renewals Site audit will be done.
Customer needs to arrange a PC for remote
connectivity.
Support does not include replacement of any
equipment.
The customer is responsible for maintaining the
equipment at premises.
No changes are carried on site without proper
documentation and customer approval.
If the number of visit exceeds the fixed visits, extra
visit charges will be implied.
For new card installation or new feature implementation
during support year, charges will be as per
as per the new BOQ details.
All software upgrades will be charged extra.
EPABX shifted to another site will be liable for
installation charges.
