24 X 7 Support Services for our Esteemed Customers
Aims :
Fujisoft support center aims at delivering the best of the support services to our customer s to achieve his business objectives with prompt and time efficient response to their IT network issues.
Objective :
To provide our best support services to all business sectors across the Gulf region and across the world.
Achieve our SLA targets to above 90% and thus achieve maximum customer satisfaction
To be a leader in providing IT services support
Support Programs :
After sales support
Installation
Diagnosis
Configuration
Installation- Fujisoft performs after sales installation of the equipment supplied. We provide services of Project management in order to complete our projects on time. The final handover is done with complete UAT performed by customer IT support head and the engineer concerned.
The configurations are set as per the requirements set during project planning process.
Any issues incurred during the installation are properly diagnosed and escalated to meet the target completion dates.
Annual Maintenance contracts – SMART CARE AND SLA
Smart care - PLATINUM
Smart care - GOLD
Smart care – SILVER
RMA support
Advanced Parts replacement
As part of our effervescent support plans and ever customer oriented process we believe in providing advanced parts replacement services to our esteemed customers. Fujisoft bears the responsibility for changing the faulty parts and provide maximum up time to the customer network.
Support Policies
Support Process
Remote support
Remote support: The goal of the remote support process is to ensure that best practices, methods and procedures are followed for timely and process oriented handling of all service call tickets raised for Remote Technical support .The process must consider the risk, priority and complexity of the requests.
Following the process will provide the benefits which would include the following :
Improved Incident and problem management through the use of valuable management information
Enhances the ability and effectiveness of staff to perform their jobs
Facilitates coordinated effort in handling the prevention of further issues.
Gives better scope to attend Tickets in volume.
This document describes how we extend our support our external customers subscribed to us for maintaining their IT Infrastructure
Remote support process will cover all activities carried out for remote support.The process is for any service request that might affect one or all of the environments that the customers rely on to conduct normal business operations. It also includes any event that may alter the normal operating procedures.
This document provides an overall generic end-to-en description process as provided by Remote support operations.
Role
Team
Responsibility
Service requestor
Customer
Customer to log complain for service request
Service desk
Service desk agent
Responsibility to receive the customer complain and log a ticket in the Customer complaint database.Assign the ticket to the Engineer,Provide the ticket no. to the customer
Remote support centre
Engineers
Responsibility to handle the assigned call check for remote connectivity if possible involve field engineers
Field Operations
Engineers
Responsibility to handle the assigned ticket. Involve logistics as and when required
Logistics
Logistics Team
Responsibility to deliver the required hardware to customer premises.
Service requests
Service request are logged in customer complains register by Service desk agent on request from the respective customer. Once the service request is logged, the service desk agent would be providing the ticket number or respective customer.
Depending on the priority and severity, service request are categorized into four categories:
Critical : Any incident affecting overall site
Major : Any incident affecting partial site
Minor: Any incident affecting single or multiple users.
Normal: Any incident which is non service affecting.
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%
Process Flow
The following chart shows the Remote Technical support Process
Escalation process
For better coordination between our customers and the management and to provide the efficient response to the tickets raised and brings the customer more closer to our management.
