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Onsite Support
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Onsite support is provided with trained implementers who posses total knowledge
of all modules in COINCAP. This reduces the cost of implementation as only 1 or
2 implementers can make the site live and support it thereafter.
"Daily Activity Sheet" counter signed by user facilitates the support activities.
The gaps reported by users are logged into internally developed software, which
provides track records of time spend in providing solutions.
Software Trouble Report (STR) is published to users every week.
Tools are developed to analyze data and indicate data-discrepancy and correct on-demand.
These tools are bundled as accessories of COINCAP.
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Offsite Support
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Off site team shoots the gaps as soon as they are reported. Senior management does
the scheduling of such gaps to team members. Extended hour support is provided when
month / quarter and year-end activities are on the cards.
If required, desktop sharing is done and transactions are drilled-down to give quick
solutions.
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- Round the clock emergency support.
- 12 hours a day normal support.
- Change in package and implementation for statutory changes.
- Help desk equipped with dedicated phone, fax and e-mail.
- Phones to support personnel.
- Free refresher training 3 times in a year.
- Facility to download patches online.
- Desktop sharing and remoting.
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