Support services are typically delivered to the customer as an “Incident” or as a “Call Visit”.
Incident – is an issue reported by the customer encountered while using the solution. The support is extended for issues where there is reasonable understanding that the issue is in the solution configuration or customization implemented by Robosoft. All efforts are made to resolve the Incident remotely, through email, telephone and remote access to the required systems. Only in cases where the support cannot be delivered remotely, then the incident is converted into a “Call Visit”.
Call Visit – is on-site support delivered by a consultant visiting onsite. One call is equivalent to one working day. The consultant troubleshoots the issue reported and may require some work to be done offsite.
Change / Addition Requests – are changes and additions requested by the customer which was not part of the original setup/configuration. Change/additions are managed through a change management process and executed only after approval on the effort estimate by the customer.
Support Account Management: Support Account Management (SAM) services are intended to help coordinate the support and services relationship. A dedicated Support Account Manager would interact with the customer and internally coordinate on behalf of the customer.
The account manager would plan customer’s needs and facilitate for
-Robosoft Resource facilitation
-Status Meeting and reporting
Response times applicable within support service hours applicable to the respective support level.
Proactive Services: Proactive services are provided to reduce the number of critical problems. Also short-term advice and guidance for problems not covered within day-to-day Problem Resolution Support.
Proactive services are delivered as health checks and KTC (Knowledge Transfer Community) Workshop. The Workshops can be delivered at customer site exclusively for your team as well. Support Account Manager will work with you to determine your specific KTC needs.
Critical Information Notification Services: Critical Information Notification Services provides you with technical information about the product and implementation in a manner to help you to implement and operate the product and implementation in a more efficient and effective manner.
Issue Reporting & Logging: Robosoft will provide a process with requisite templates to log in a support request. All support requests will be logged to identified contacts provided by Robosoft, along with an escalation path within Robosoft.