Backed
by a strong process orientation, complemented by ownership,
accountability, and responsiveness, Technet has a focused customer
orientation. We have a number of Support
Centers
and it is growing at a rapid pace. A vast majority of our
engagements come through repeat orders.
We
at Technet employ a systematic internal escalation process for all
our customers with Annual Maintenance Contracts. Our support
staffs are highly trained professionals, with expertise in
isolating and resolving problems. As a team, we understand that
technical expertise is key in resolving problems you may
encounter, but at the same time we feel that management awareness
is equally important in ensuring that all of Technets resources
are used effectively when dealing with critical support issues.
When you contact our Support Center, a member of our support staff
will work with you in understanding the Severity and Resolution
Metrics (SRM) of your problem that will be reflected in the
support case opened on your behalf.
Components
of SRM for a particular customer are based on:
- Severity
levelThis classifies the technical issue in terms of the
effect it has on your application operation. It remains
unchanged throughout the resolution process to assign due
importance to the issue.
- Resolution
levelDrives our internal escalation management process.
Levels change appropriately to reflect the status of your
case.
We customize specific Escalation
Processes for our customers in a mutually agreed manner as per
requirements, in case of a Service Level Agreement (SLA).
Escalation Management Structure is aimed towards customer delight.
Escalation
Management Structure is aimed towards customer
delight.
