Technical Support Services – TSS
Successful enterprises and SMBs are often confronted with novel obstacles. Among these include budget limits, personnel management, supplier connections, and client retention. Managing the everyday activities with a tight budget is difficult enough. When the demand for fresh investments develops, the limited resources need difficult decisions. In most situations, the department of technical support and services is left out.
03 Reasons
Why are Technical Support Services Important for Your Business?
It assists Business/Customer Data Management & Security.
Without technical assistance in the form of software or tech support workers, it is almost difficult to manage massive amounts of data. It is necessary to manage and store data so that only relevant information is accessible to staff and consumers.
Live Chat Support in Real-Time increases Customer Retention
According to eConsultancy, more than 83 percent of online shoppers seek help when purchasing goods or services. Failure to help clients at this stage might result in lost customers (perhaps permanently), because it costs seven times more to acquire a new customer than to maintain an existing one.
Technical Support and Services aid in the Maintenance of Office Infrastructure.
Running a corporation is a demanding endeavour. And it's not good news when problems arise with business needs such as software, internet connections, computers, etc.
You have two options: 1. Spend time finding out how to address the problem, or 2. Use technical support services to handle these challenges. If long-term success is the objective, outsourcing expertise is the only realistic option. They are able to promptly detect and resolve problems, as well as implement preventative steps to prevent recurrence.
Technical Support Services
Directly or indirectly, the majority of businesses in the present district rely on technological factors for their expansion and proliferation. It is essential, for optimal advantage, to make technology tools and applications available with technical help on hand.
We are committed to providing our clients with the best services and technical support possible. These services are streamlined, standardized, error-free, and compatible with all technological kinds. Priority is given to value-added services in order to achieve customer satisfaction and provide the greatest business delivery to business customers.
Customer Success Management
CDWT will assign a Customer Success Manager (“CSM”) who will guide the Customer through the onboarding process, including gathering inputs necessary to facilitate the service, validating service level expectations, managing service deployment, establishing and maintaining support processes and escalation procedures (including change management), and ensuring knowledge transfer and transition to the CDWT operations team.
Moreover, a CSM will offer the following contact point services:
The CSM’s principal tasks are to:
The CSM is familiar with all of CDWT’s service offerings and capabilities, allowing them to help the customer in maximizing the value of CDWT’s business model and solution delivery companies.
CSMs are ITIL-certified and use project management and IT service management best practices and concepts, as well as administrative resources, tools, and procedures, to fulfil their service management obligations.
Onboarding
The CSM of CDWT will be in charge of organizing onboarding operations. At the time of onboarding, the CSM will provide Customer with comprehensive information on onboarding activities.
The average time of onboarding is up to 10 working days, depending on the quality and completeness of the information given by the Customer and the availability of the necessary resources. The following tasks will be conducted by CDWT as part of the onboarding procedure:
Cloud Usage & Billing Data
Customer understands that its Public Cloud use and payment information is shared with and maintained by the Dashboard’s third-party provider in order to present Customer with a tailored Dashboard. Customer will continue to own all of its data, including Dashboard information. The material of the Dashboard is given only for informative and internal business reasons.
The CSM is familiar with all of CDWT’s service offerings and capabilities, allowing them to help the customer in maximizing the value of CDWT’s business model and solution delivery companies.
CSMs are ITIL-certified and use project management and IT service management best practices and concepts, as well as administrative resources, tools, and procedures, to fulfil their service management obligations.
24x7x365 Technical Support
CDWT will offer technical assistance for the Public Cloud subscription of the Customer (s). The technical support service will be provided around-the-clock by CDWT’s Keystone Managed Services team. CDWT will prioritise and react to requests for technical help based on the goals for priority and service level.
The technical support service must have the following elements:
The following ticket management tasks will be performed by CDWT:
Customer Service Portal
Possibility to submit service requests online and monitor case history and progress.
CDWT will only close a ticket if:
Schedule C -Priority Level Descriptions and Objectives
The CDWT must allocate ticket priority levels and technical support resources in accordance with the following incident priority definitions.
| Priority Level | Description | Method of Reporting | Initial Response | Escalation Time | Customer Status Updates | Resolution Time | Service Level Compliance Objective |
|---|---|---|---|---|---|---|---|
| Priority 1 (Critical) |
| telephone only | Immediate Live Answer | Escalation after 60 minutes | Every 60 minutes | Incident: 4 hours | Response: 85% Resolution: 85% |
| Priority 2 (High) |
| telephone only | Immediate Live Answer | Escalation after 120 minutes | Every 60 minutes | Incident: 8 hours | Response: 85% Resolution: 85% |
| Priority 3 (Medium) |
| Request via telephone, the web portal or via email | Within 4 business hours | Escalation after 2 business days | Every 2nd business day after initial response | Incident: 20 business hours | Response: 80% Resolution: 80% |
| Priority 4 (Low) |
| Request via telephone, the web portal or via email | Within 4 business hours | Escalation after 3 business days | Every 2nd business day after initial response | Incident: 40 business hours | Response: 80% Resolution: 80% |
| Priority 5 (Very Low) |
| Request via telephone, the web portal or via email | No SLO | Escalation after 5 business days | As outlined within the change request | None | None |