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Support Services

Aims

Raycom support center aims at delivering the best of the support services to our customers to achieve business objectives with prompt and time efficient response to IT network issues.


Objective

To provide our best support services to all business sectors across the the country,sub region and across the world. Achieve our SLA targets to above 90% and thus achieve maximum customer satisfaction and to be a leader in providing IT services support


Support Programme

  • After sales support
  • Installation
  • Configuration
  • Diagnosis

Installation- Raycom performs after sales installation of the equipment supplied. We provide services of Project management in order to complete our projects on time. The final handover is done with complete UAT performed by customer IT support head and the engineer concerned. The configurations are set as per the requirements set during project planning process. Any issues incurred during the installation are properly diagnosed and escalated to meet the target completion dates.


Annual Maintenance Contracts-SMART CARE AND SLA

  • Smart care-PLATINUM
  • Smart care-GOLD
  • Smart care-SILVER


RMA Support

Advanced Parts Replacement

As part of our effervescent support plans and ever customer oriented process we believe in providing advanced parts replacement services to our esteemed customers. Raycom bears the responsibility for changing the faulty parts and provide maximum up time to the customer network.


Support Policies

Support Process

Remote support- The goal of the remote support process is to ensure that best practices, methods and procedures are followed for timely and process oriented handling of all service call tickets raised for Remote Technical support .The process must consider the risk, priority and complexity of the requests.

Following the process will provide the benefits which would include the following :

  • Improved Incident and problem management through the use of valuable management information
  • Enhances the ability and effectiveness of staff to perform their jobs
  • Facilitates coordinated effort in handling the prevention of further issues.
  • Gives better scope to attend Tickets in volume.

This document describes how we extend our support our external customers subscribed to us for maintaining their IT Infrastructure Remote support process will cover all activities carried out for remote support.The process is for any service request that might affect one or all of the environments that the customers rely on to conduct normal business operations. It also includes any event that may alter the normal operating procedures. This document provides an overall generic end-to-en description process as provided by Remote support operations.

Role Team Responsibility
Service requestor Customer Customer to log complain for service request
Service desk Service desk agent Responsibility to receive the customer complain and log a ticket in the Customer complaint database.Assign the ticket to the Engineer,Provide the ticket no. to the customer
Remote support centre Engineers Responsibility to handle the assigned call check for remote connectivity if possible involve field engineers
Logistics Logistics Team Responsibility to deliver the required hardware to customer premises.
Field Operations Engineers Responsibility to handle the assigned ticket. Involve logistics as and when required

Incident Levels Platinum 10 visits Gold 5 visits Silver 3 visits SLA Target
Response Time Resolution Time Response Time Resolution Time Response Time Resolution Time >90%
Emergency

15 Minutes

5 Hours

1 Hour

5 Hours

2 Hours

Next Business day >90%
Major

1Hour

12 Hours

1Hour

12 Hours

2 Hours

Next Business Day >90%
Normal

4Hours

Next Business Day

4 Hours

Next Business Day

4 Hours

2 Business Days

>90%
Normal non-service affection

8 Hours

2 Business Days

8 Hours

2 Business Days

8 Hours

4 Business Days

>90%


Service requests

Service request are logged in customer complains register by Service desk agent on request from the respective customer. Once the service request is logged, the service desk agent would be providing the ticket number or respective customer.

Depending on the priority and severity, service request are categorized into four categories:

  • Critical : Any incident affecting overall site
  • Major : Any incident affecting partial site
  • Minor: Any incident affecting single or multiple users.
  • Normal: Any incident which is non service affecting.