ID's Support Services help you increase operational efficiency, lower support costs, and improve availability risk management through automated online Support system.
That's because the needs of the average end-user tends to change by the day, and with it, the demand on the IT solution also changes. No product or application can therefore remain static. At ID, we understand the customer and we don't stop with only offering solutions to our clients instead, our support services are geared to help them out beyond the implementation stage.
Initial Onsite Deployment and Extensive Training. Onsite Support if required in business breakdown/critical eventsINTERNET BASED GLOBAL HELP DESK
For Clients to log their support requests. The system has inbuilt Information Distribution and Escalation procedures. Call can only be closed by the Customer.
An easy to use Ticket Tracking System enables you to log on your mobile Apps and track product issues for timely resolution.
ID's standard Helpdesk Support Services are available Monday through Friday (excluding local holidays) during the working hours of the respective local helpdesk. The standard helpdesk support includes logging of customer call, registration (if the support call is identified as a defect), and providing a defect fix within the stipulated timeframe, depending on the criticality classification.
ID's support team can be reached through multiple channels – Email, Phone and Chat.
Customers can avail support during off-hours, or week-ends to reduce issues resolution turnaround time. Peak Period Support Full-time support can be provided during peak processing periods such as month-end closure, and during software release updates and upgrades. Higher priority to customers choosing premium/extended support plan based on severity levels of the support ticket.