SERVICE & SUPPORT
One contact point. Thirty-minute response.
We provide a single point of contact for all customer enquiries and respond to critical service incidents within 30 minutes
(first line and remote diagnostics, where available).
POST-DELIVERY WARRANTY
Free 12 months
of support, included.
Every system we deliver comes with system design, development and 12 months post-delivery support covering bug fixing, performance monitoring and customer satisfaction assessments.
COVERAGE INCLUDES
- Service desk for user queries
- Incident and troubleshooting management
- System bug fixing during warranty
- Maintenance alerts
- OS updates (servers, Android, iOS)
- Phone support + remote troubleshooting
- Software upgrades
Service durations
30 min
Break-fix · direct impact on users
4 hrs
No direct impact on users
24 hrs
Version updates to minimize long-term impact
Expert troubleshooting support to maintain service quality. Hardware-related support is available Monday to Sunday, 8:00 AM to 8:00 PM. System-related issues, including bugs, are addressed during these hours based on contract terms.
WORKFLOW
Every issue gets routed to the right person.
A clear escalation path: from service issue → analyst → developer → project manager review → re-check.
Service issue
Customer Reports Via Mobile, Email Or Line.
Issue creation
Single Point Of Contact Logs And Acknowledges.
Service analyst
Analysis And Distribution To Right Specialist.
Developer
Service And Warranty Work.
Project Manager
Review And Sign-Off.
Re-check
Confirmation With Customer.
ELEMENTS WITHIN SERVICE MANAGEMENT
Built into every engagement.
Performance management
Ensuring appropriate actions are taken to address any shortfalls in service performance. Customer satisfaction is measured and reported.
Contractual deliverables
Managing contractual deliverables including SLA service levels and other embedded KPIs.
Proactive service
Proactively managing service upon deployment completion to ensure the right service at the right place and right time.