Support Services Process

 

Our support services is based on 4 Tier structure, where Tier 4 is R&D. 

 

 

Responsibility

Working Days

Working Hours

Tier 1

Accept the ticket, gather missing information from customer and handle low complexity issues

6 Days per week

10-12 hours of service per day

Tier 2

Handle scripting and general questions, data processing related questions, data transport issues and identify & verify customer reported software bugs

6 Days per week

10-12 hours of service per day

Tier 3

Handle complex issues that are not handled by Tier 2. Has full knowledge of the system and its processes.

5 Days per week

9 hours of service per day

Tier 4

Fix software related bugs or any complicated issue that requires access to the solution source code

5 Days per week

9 hours of service per day

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